Possible troubleshooting Steps:
To troubleshoot a Single user Issue (assuming other users can access their Desktop through the gateway):
Make sure the network of the Client device is reliable. If the network is weak, connect to a wired or more stable network. Please conduct a ping test to assess network reliability: https://docs.workspot.com/docs/how-to-run-ping-test-when-experiencing-client-disconnects.
Ensure the gateway URIs are accessible from the client machine. Get the gateway URI (Control> Setup > Gateway Cluster > Select Gateway > Public URI) and access it through a browser. This is to ensure that Gateway is reachable.)
Reinstall Workspot Client and try to launch the Virtual Machine.
In case none of the users can connect through the gateway
Ensure the Gateway is not in the error state in the Control.
The Remote Desktop Gateway (TSgateway) service is active on the Gateway server. Access the Gateway server > Select Start > Run > Services.msc > Confirm that the Remote Desktop Gateway Service is in the Running status. Attempt to restart the gateway service.
This could also be because the Remote Desktop gateway (TSGateway) service is dangling. Try restarting the service or the server itself.