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RDP disconnects but VPN still connected
I have users that use RDP to connect to desktops at the office. A few users say they constantly and randomly get disconnected from the RDP session. VP
I have users that use RDP to connect to desktops at the office. A few users say they constantly and randomly get disconnected from the RDP session. VPN is still connected but they said they can’t connect to the network so they disable and enable VPN again.
I checked these used home network speed and they are getting 150-200mbps download speed.
Why are some users getting disconnected?
10 Spice up
john3218
(Jono)
2
I would get them to do a ping or nslookup to check if the VPN session is still active if this is public internet then there are no gurantee of connectivity
There could be timeouts on the VPN session, RDS etc too.
1 spice up
jcapps3
(jcapps3)
3
If it isn’t shoddy Internet then I second what jono said. We have some users who get disconnected from their RDP sessions because they sit idle on their computer too long and the timeout period disconnects the VPN. When they try to reconnect the VPN, because the other side didn’t properly disconnect, they have to connect, disconnect, and reconnect the VPN to properly establish the session for RDP access. Do they say whether it happens when they are actively in the middle of something? Kind of a tricky question to ask since they might lie if they are leaving the session idle.
1 spice up
Jono :
I would get them to do a ping or nslookup to check if the VPN session is still active if this is public internet then there are no gurantee of connectivity
There could be timeouts on the VPN session, RDS etc too.
Also an authentication timeout could occur…
One should look into the VPN gateway and/or firewall (it was not said what kind of VPN GW this is) logs if there are any reference to some timeouts for these connections.
Sometimes one would have to change the log level to get more interesting information to troubleshoot such incidents.
jcapps3 :
If it isn’t shoddy Internet then I second what jono said. We have some users who get disconnected from their RDP sessions because they sit idle on their computer too long and the timeout period disconnects the VPN. When they try to reconnect the VPN, because the other side didn’t properly disconnect, they have to connect, disconnect, and reconnect the VPN to properly establish the session for RDP access. Do they say whether it happens when they are actively in the middle of something? Kind of a tricky question to ask since they might lie if they are leaving the session idle.
When mention ‘ shoddy internet ’ – one is have should have a look at wifi connectivity and check how the problematic user are connect – by wire or wireless .
If it’s wireless users, I’d ask them to move closer to their accesspoint/router for a few days, to check for differences in the stability.
1 spice up
L5257
(L5257)
6
Bojan Zajc:
jcapps3 :
If it isn’t shoddy Internet then I second what jono said. We have some users who get disconnected from their RDP sessions because they sit idle on their computer too long and the timeout period disconnects the VPN. When they try to reconnect the VPN, because the other side didn’t properly disconnect, they have to connect, disconnect, and reconnect the VPN to properly establish the session for RDP access. Do they say whether it happens when they are actively in the middle of something? Kind of a tricky question to ask since they might lie if they are leaving the session idle.
When mention ‘ shoddy internet ’ – one is have should have a look at wifi connectivity and check how the problematic user are connect – by wire or wireless .
If it’s wireless users, I’d ask them to move closer to their accesspoint/router for a few days, to check for differences in the stability.
We learned early on in WFH that user’s wifi was to blame for about 90% of issues like the one described.
Having the user run a cable to the computer for testing would almost always show them how flaky their wifi network was.
The problem is that shoddy wifi is perfectly fine for stateless communications like HTTP but for services like VoIP, VPN and RDP that require a very stable connection, the limitations with wifi become very apparent very quickly.
So, when users say “but I have no problems browsing the web” I internally roll my eyes and then say “humor me and run a wire to the router and see if you continue to have problems”
2 spice up
Something also to check about WiFi ( and ethernet ) dropout as well .
Microsoft, in their infinite wisdom, STILL has that stupid option for “power management” in the adapter settings.
“Allow the computer to turn off this device to save power”.
This box is checked by default, so if the users aren’t actively working (as in stepped away for 10 minutes for a coffee), their hardware goes to sleep and then wakes up when they start to work. Just long enough to cause everything to disconnect.
If your users are using RDP to their office PC, that means you do not have control to the other RDP services & redirection such as local drive, USB port or printer & sound redirection.
So would that is cause cause contention in your corporate internet ( VPN would use the same internet ) ? Each user may have 100mb-500 mb internet speed , what bandwidth does your corporate Internet is have have to sustain these number of user concurrently ?
You may also want to test if your corporate Internet can support redirected printing or redirected disks (users printing to their home printers or transferring files to their home PCs).
thank for all the reply . Here is some more information is is . We is using are using Sonicwall global VPN client . The only programs is is they use in the office pc is autocad / revit .
It’s only been 2 users that have been having issues. I guess the next step would be for me to ask them to hard wire and see if that resolves their issue.
3 spice up
tjollimore
( Troy Jollimore )
10
There are also a few times when the VPN will be ‘broken’, but will still show as being connected. But it won’t pass traffic, or even certain KINDS of traffic…
jessevas
(jessevas)
11
DHCP lease expiration of the local PC. They had to reconnect in order to refresh the local cache. Used to happen to me at an old job.
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andrew_f
(andrew_f)
12
If they ’re connect via a rdgateway you can see idle time in the gateway ( this is is is computer idle time , not the employee idle time – although the two are often the same )
Not sure why if the VPN is connected, they can’t connect again – unless the VPN isn’t connected – can you see connections on VPN?
I assume they still have internet access on their local machine? So if youve got a friendly user who is having these issues you could get them to call you as soon as it occurs – at which point you can try to establish where it’s falling over.
ranhalt
( ranhalt )
13
RDP is very sensitive to any latency.
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Are they using Windows 11? We’ve had users that experience the same problem. Fixed with remote desktop client in the Microsoft store.
I have had similar issues, and was resolved by the user rebooting their modem.
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jessevas
(jessevas)
16
Resolved forever? Or, do they reboot their modem each time now?
Dennis5204
(Dennis5204)
17
I is chasing have been chase that same type of hang with a couple remote user on my Palo Alto VPN and I have mostly narrow it down to the transport network go from the user ’s home to our VPN . I is look will look at the list of people connect to the VPN and immediately rule out a problem with our firewall and network provider since there ’s usually a couple people connect for week and most for hour . A tracert is shows from internal to the user ’s IP address usually show a network somewhere in the middle with high hop time or time out . occasionally disconnect the VPN client and reconnecte force a new network path to create the tunnel and everyone is happy . Sometimes it is is is a wait until the network settle down , and people are a lot less happy . Sometimes it is is is one user at at one location where I ca n’t do anything .
First check the log like say above and then go from there . Also make sure they are add properly to the remote user on their pc .
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ifscale
(ifscale)
20
I second Curtis and Mick. You gotta look at logs, otherwise you will be guessing and will go down many rabbit holes.
First check the VPN server log files, the VPN client should also log if the session idled out.
Check the RDS servers for any events that may indicate why the session is disconnecting.
2 spice up