RDS Random Freeze / Disconnects

Question

HI,
I am trying to isolate an issue we are having and need some help in where to start looking

What is happening is we are getting random freeze/hangs and then it goes to the disconnect / reconnecting screen very randomly and then reconnects. This seems to have started randomly. Some days its fine, other there are 1 or 2 incidents others there is multiple (20+)

This is affecting all users on our RDS server.
There are users in 2 different locations and its happening to them both at the same time

From the troubleshooting I have done so far highly points to the RDS Server

I forgot to add
this is a RDS 2016 Server and the users connect using the MS Remote Desktop Client on Windows 10

I am looking to know which event logs to look at or if there is any more logging that I can turn on to help troubleshoot this issue

Answer 1

HI @Tim Poulter ,

You can refer to the KB article over here:

Introduction to log files that are useful for troubleshooting RDS issues in Windows Server 2012
https://support.microsoft.com/en-us/help/2747656/introduction-to-log-files-that-are-useful-for-troubleshooting-rds-issu

The event logs should also be the same for newer Windows Server operating system versions.

You could also have a look at the Known Issues over here:

General Remote Desktop connection troubleshooting
https://learn.microsoft.com/en-us/windows-server/remote/remote-desktop-services/troubleshoot/rdp-error-general-troubleshooting

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(If the reply was helpful please don't forget to upvote or accept as answer, thank you)

Best regards,
Leon

Answer 2

Hi,
1.Are you capable to check the CPU usage by task manager when disconnecting/hang issue occurred?

2.Kindly check the logs in below path when issue occurrence to see if any clues.
Event log checking:

TerminalServices-RemoteConnectionManager and TerminalServices-LocalSessionManager logs to view information about connections.

Step 1: Press Windows+R to open the Run dialog, enter eventvwr (or eventvwr.msc) and hit OK.

Step 2: Navigate to Event Viewer\ Applications and Services Logs\ Microsoft\ Windows\ TerminalServices-*

3.Are there any changes made on server before the issue occurred? Like installing updates? Try to revert the changes to previous as a test.

Hope this helps and please help to accept as Answer if the response is useful.

Thanks,
Jenny

Answer 3

Look through the event logs that @Jenny Yan-MSFT suggested I am seeing a lot of these in the LocalSessionManager
Session ### has been disconnected, reason code 5
OR
Session ### has been disconnected, reason code 0 then followed by Remote Desktop Services: Session reconnection succeeded
This happens to all users at about the same time

In the RemoteConnectionManager log, there does not seem to be anything there indicating any reason for the disconnect.
The only thing I see is sometimes FairShare is enabled for a user and other times its not around the same time of the disconnect

I should add we are using RD Session Host and not RD Virtualization Host, if that matters or not as @Leon Laude articles seem to point to RD Virtualization Host

Answer 4

@Jenny Yan-MSFT

For 1 - Its too random so I cannot monitor it all the time. But I do see something that is odd
the WMI Provider Host had a high cpu usage (70-80%) so that might be the issue, will be looking into that further

for 3 - It seems to have started out of the blue, meaning it did not seem to correlate with any maintenance/update windows that was done. Started back in May/June, had done updates in July, but still happening