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

Question

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

jackvdbuk@hotmail.com 1

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.

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

Any ideas, what may be the cause here?

Grace HE 1,181 Reputation points

2021-03-03T09:50:29.827+00:00
Hi,
Thank you for posting your query. With the issue description, I would appreciate if you can help me with more information.

What’s the session host version? You can type winver in the search box to check.

What kind of certificate you are using in this deployment? (self-signed rdp certificate or internal CA issued certificate or Public CA issued certificate)
if self-signed rdp certificate ,check the certificate expiration date in the remote desktop folder
if internal CA issued certificate or Public CA issued certificate ,check the certificate expiration date in the remote desktop folder in personal folder

Have you installed Install the Windows 10 KB4025334 update on the RD Gateway?
https://support.microsoft.com/en-us/topic/july-18-2017-kb4025334-os-build-14393-1532-7f132a87-50ca-ace3-633f-9165971007d6
Grace HE 1,181 Reputation points

2021-03-08T06:31:59.02+00:00

Hi,

we are looking forward to your reply and ready for help.
Yang, Steven 1 Reputation point

2022-04-14T03:22:41.513+00:00

Any luck on getting to the bottom of this issue? i'm facing the exact same issue.

Grace HE 1,181 Reputation points

2021-03-03T09:50:29.827+00:00

Hi,
Thank you for posting your query. With the issue description, I would appreciate if you can help me with more information.

What’s the session host version? You can type winver in the search box to check.

What kind of certificate you are using in this deployment? (self-signed rdp certificate or internal CA issued certificate or Public CA issued certificate)
if self-signed rdp certificate ,check the certificate expiration date in the remote desktop folder
if internal CA issued certificate or Public CA issued certificate ,check the certificate expiration date in the remote desktop folder in personal folder

Have you installed Install the Windows 10 KB4025334 update on the RD Gateway?
https://support.microsoft.com/en-us/topic/july-18-2017-kb4025334-os-build-14393-1532-7f132a87-50ca-ace3-633f-9165971007d6
Grace HE 1,181 Reputation points

2021-03-08T06:31:59.02+00:00

Hi,

we are looking forward to your reply and ready for help.
Yang, Steven 1 Reputation point

2022-04-14T03:22:41.513+00:00

Any luck on getting to the bottom of this issue? i'm facing the exact same issue.

Answer 1

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.

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.
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

Answer 2

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

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

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