RD Web client - Frequent disconnections "Oops, we couldn't connect to "Hostname"

Jack van den berg 1 Reputation point
2021-03-02T23:42:54.687+00:00

Hi There,

We are use RD web client (HTML5) to connect to our terminal server hosts. The gateway runs on server 2019 and uses Azure application proxy.

Regularly we receive randomly a Oops, we couldn't connect to "Hostname when trying to connect to a host. Checking the logs during this period i see a web socket error.

73518-error-edit.png

73519-rd-console-logs-4-edit.txt

Any ideas, what may be the cause here?

Remote Desktop
Remote Desktop
A Microsoft app that connects remotely to computers and to virtual apps and desktops.
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  1. Jack van den berg 1 Reputation point
    2021-03-03T22:10:24.59+00:00

    Hi Grace,

    Thank you for the quick response.

    We have multiple users across from different locations disconnecting at random times. This happens across different hosts so looking more towards the gateway server or the application proxy as the cause.

    1. Our session host is: Server 2016 Version 1607 build 14393.3930 2.. We use a Wildcard 3rd party certificate that is still valid and expires in 2022.
    2. this is an interesting one, i did skip this as the update was from 2017 and our gateway is running Server 2019 with the latest CU. to eliminate this being the potential cause i tried installing update KB4025334 which doesn't look correct as its scope is for Windows 10 machines and it fail to install on our Server 2019 gateway and errors when trying to install with : "this update is not applicable for your computer". I have also posted on the setup guide page for more information on this specific update and how to install.

    Many thanks

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  2. Grace HE 1,241 Reputation points
    2021-03-04T08:56:14.877+00:00

    Hi,

    1.when issue happen on RDwebclient ,if we open the same remoteapp on original rdweb(e.g. https://rdweb1.rds.com/rdweb) ,will the same issue happen ?

    2.if the issue only happen on RDwebclient ,we can try to Diagnose issues with the console log on RDweb port.
    Diagnose issues with the console log
    https://learn.microsoft.com/en-us/windows-server/remote/remote-desktop-services/clients/remote-desktop-web-client-admin

    3.we can install network monitor/wireshark on client,rdgateway,rdweb,remoteapp server then try to reproduce the issue ,finally check the result.
    network monitor
    https://www.microsoft.com/en-us/download/details.aspx?id=4865

    ---If the suggestions above are helpful, please ACCEPT ANSWER. Really appreciate. This will also help others with similar issue to find this post quickly. ---

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