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One user randomly disconnecting RDP

Anonymous
2023-09-22T21:09:25+00:00

Hello everyone!

Have been struggling with an issue for awhile now and can't seem to narrow down what the exact problem is. We have a single user who keeps randomly disconnecting at random points during the day. It is nothing to do with licensing/too many concurrent users. Even if it is just the two medical coders working alone, or if it is over 10 staff using the server, only this one specific user will disconnect and have to reauthenticate back in. Below is a list of some things we have tried with no luck/any other prevalent information. Hopefully you guys can help me out!

OS: Windows Server 2016 (fully up to date and has been happening for months to said user now)

Platform: Windows Remote Desktop

Hardware: Dell Latitude 5520 Laptop

Steps taken/specifics:

  • Disconnects randomly on both WiFi and Ethernet.
  • Disconnects regardless of if user is on home network/has the laptop here on site.
  • Have tried a replacement laptop in case something was wrong with the network adapter.
  • Rebuilt users local profile on the remote server in case something was wrong with that as it is user specific.
  • Not an issue with the user trying to log in to multiple instances at once.
  • Not using any specific program that others are not using who aren't getting booted.
  • Doesn't happen on a routine schedule. Some days it is once a day, others it can happen frequently to only said user.
  • Message the user gets is a "Connection lost attempting to reconnect remote desktop 1 of 5" type message. When the laptop is on site, it will reconnect quickly so isn't too big of a deal, but at home the user needs to reauthenticate on our DUO MFA to get back in.
  • The session itself remains in the same state it was prior to the disconnect so nothing is lost.
  • Have ran a sfc repair when logged in as the problem user. Stated files were fixed but disconnect still occurs.
  • Event logs have a Session xx has been disconnected, "reason code 0" event when the disconnect occurs which will then be followed up with event 24 with the Session has been disconnected User: employeeName.
  • This has not happened to any other staff member (15+ members) who use the same remote server.
  • Fresh restart of the server does not appear to impact frequency of disconnects

Any and all help is much appreciated!

Windows for business | Windows Server | User experience | Remote desktop services and terminal services

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  1. Anonymous
    2023-11-22T11:48:13+00:00

    I have a similar issue but with me it's multiple random users and it happens at different times in a day some of my users remote in using VPN and others are onsite. Users are on laptops and desktops, sometimes half the users will get disconnected whilst others are working fine and the next day a different group will get disconnected.

    I'm also using Windows Server 2016.

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  2. Anonymous
    2023-09-25T06:52:59+00:00

    Hello YTHC IT

    Since we've explored various troubleshooting steps and haven't been able to pinpoint the cause of the random RDP disconnects, I'd like to suggest capturing a network trace using Wireshark, which can help us uncover any issues occurring at the network level during the disconnects.

    Check if there are any issues specifically related to RDP. This might show up as strange messages or problems with the RDP communication.

    If you can, also capture data during a normal RDP session. This way, you can compare the data when everything works fine to when it doesn't. Differences might give you big hints.

    Regards,

    Karlie

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