Possible Cause: The Remote Desktop Gateway server can’t reach the Virtual machine (VM). This could be because the VM is not running or responding on the RDP port.
Possible Troubleshooting Steps:
VM status in Control and Cloud: Ensure the Virtual machine is in the ready state in the Control and running state in the Cloud. If Pause and Resume are enabled, make sure the VM is resumed when the user tries to launch the desktop.
Client Communication to PRS Service: Ensure the Client can access https://service.workspot.com and https://Control.us.workspot.com. Here is the PowerShell command to test connectivity:
Test-NetConnection service.workspot.com -Port 443
Test-NetConnection control.us.workspot.com -Port 443 (Control is US)
Test-NetConnection control.eu.workspot.com -Port 443 (Control in EU)
Control Communication to Azure: Ensure Control and Cloud communication: In the case of Azure, ensure the service principal App secret is NOT expired under Azure> Entra > App Registration > App ID (used by Workspot Control), else Workspot Control will not be able to communicate to manage resources on Azure.
Capacity issue: Ensure the VM is getting started (Azure) or resumed (GCP) on a cloud platform, with no capacity issue. Look in the Watch for Resume Failure alarms.
VM reachability: If the VM is running, ensure the VM is responding to RDP through MSTSC > VM IP from the RD gateway server. If not, there could be additional steps that can be taken, depending on the Cloud, to troubleshoot:
Replacing the NIC of the VM (Only Azure Cloud)
Enabling RDP from Azure Run Command.
Set-ItemProperty -Path 'HKLM:\System\CurrentControlSet\Control\Terminal Server' -Name fDenyTSConnections -Value 0
Enable-NetFirewallRule -DisplayGroup "Remote Desktop"
Restart-Service TermService
Disabling NLA
DNS reset