Workspot Watch Common Issues

Watch Errors

Possible Cause

Possible Solutions

Bandwidth reached to value -1

The Internet is not reachable due to network issues. Possibly an ISP issue.

Verify using an alternative network or mobile Hotspot.
Please be aware that in certain situations, it might be acceptable to ignore this alarm since the user's desktop session will automatically reconnect once the network stabilizes, typically within a few seconds.

Reference Article: https://community.workspot.com/general-59/how-to-run-ping-test-when-experiencing-client-disconn
ects-505?tid=505&fid=59

Trying to connect anyway. Status: Host service.workspot.com not found

The Client is not able to reach the Service.Workspot.com site. This error could be because of intermittent network issues.

- Verify the client is reachable to access Service.workspot.com. This is a mandatory URL like Control.workspot.com for clients to communicate.
Ex: Test-NetConnection service.workspot.com -port 443

No gateways are currently available.

This could be because of the following reasons:
- The Client does not have connectivity to the Internet as a result gateways are not reachable.
- None of the gateways are in the Ready state

- Verify client device can access the Internet
- Verify the gateways are not in error or maintenance. Raise a ticket with Workspot if gateways are in a ready state and the user is getting this error even when accessing to Internet.
- Try reinstalling or resetting the Workspot Client.

Could not connect to your Workspot remote gateway. This is usually a network issue with your local device.

Network interruption on the local device.

Verify using an alternative network or mobile Hotspot.
Reattempt to connect to the VDI.

Dynamic Desktop network error or Connection failed

The Client lost connectivity with the Control

Unstable Internet. Verify using an alternative network or mobile Hotspot.
Note: Sometimes it is safe to ignore the alarm if the network restores automatically.

No desktops are available in the pool.

This could be because of the following reasons:
- No VMs available in Ready state in the Pool.
- All the licenses are already occupied.

- Verify if the VMs are available in Ready state in the Pool and un-assigned.
- Verify the Available Licenses from Control and if exhausted, Add the required number of Licenses from Control.


Only for BYOC Customers: https://community.workspot.com/workspot-control-97/how-to-add-byoc-licenses-in-workspot-control-737

Client device's registration expired due to extended inactivity.

The Workspot client has not been utilized on the device for a period exceeding 60 days.

Uninstall Workspot Client and then Install the most recent Client Installation by visiting the following link: https://www.workspot.com/download/.

After completing the installation, proceed with the FTU (First Time Use) process to re-register the Client on your device.

RDP Error: (Code: 3)

The Time Limit Policy is defined at the Pool and the session got disconnected as per the Idle timeout policy.

If the user session disconnect event occurs due to the Time Limit Policy, it is safe to disregard the Alarm since the session disconnect aligns with the applied Time limit policy for the Pool and the event records with (Code: 3)

RDP Error: The gateway could not connect to the remote desktop. The remote device may need to be rebooted. (Code: 50331670)

- The VDI that the user is attempting to connect might be in a stopped state.
- The client version being used is old, as a result, the client is not calling PRS operation to resume VM.
- The gateway is not able to reach the VM because of a network issue

- Verify the Boot Diagnostics for the VM from the Resources tab in Watch to see the VM's Cloud status and Perform VM restart from Control to bring it to Ready state.
- Update the Client to the latest supported Version. Download the latest client from https://www.workspot.com/download/
- Make sure the gateway can access the Virtual machine over port 3389

RDP Error: You are not authorized for access through the configured Remote Desktop Gateway. Contact your network administrator for assistance. (Code: 50331656)

- User connection to gateways is blocked at the local device due to security software or Firewall policies.
- The user's AD account has expired.
- User is not part of the RAP or CAP policy groups

- Whitelist the Gateway URL in the security software with the help of the respective team. Also, try accessing the Workspot Desktop from a different Client device.
- Verify the user AD account in DC if it has expired.
- Verify if the user is a member of the AD group added to the 'Remote Desktop Users' group in the VDI.

RDP Error: Your password has expired. Please update your password. Contact your system administrator or technical support for additional assistance. (Code: 3847)

The user's AD account password has expired.

Reset the user's AD account password.

Error in authentication module: _oidcClient.LoginAsync - Exception: Error loading discovery document: Error connecting to https://login.microsoftonline.com/e66698bc-b9a2-450b-b69d-7ed0642c515e/discovery/v2.0/keys. Object reference not set to an instance of an object..

Client OIDC library reports that Client failed to communicate with Microsoft address
https://login.microsoftonline.com/073c2450-9568-47ef-8d75-e15dd021d2ad/v2.0/.well-known/openid-configuration

- Verify the client can reach the internet
Ex: Test-NetConnection login.microsoftonline.com -port 443
- Try re-installing the Workspot client.
- Enabling Use Default System Browser (for client Authentication Only) in Authentication and Registration in Control>Setup sometimes allows the user to access the Workspot client without any error.

The connection was denied because the user account is not authorized for remote login

- User is not part of Remote Desktop Users Group Membership in VDI

- Verify the user is part of the Remote Desktop group of the Virtual Desktop.
Command: Get-LocalGroupMember -Group "Remote Desktop Users"

Connection will continue if other gateways are available.

User connection moved from one Gateway to another

This is information not an error. If a user is connected to gateway GW01 and the gateway not accepting the connection, the WS Client uses HA to connect to another gateway GW02 in the gateway cluster.

It would be worth checking why the gateway GW01 did not accept the connection.

Reason: Your credentials were not accepted by the Remote Desktop Gateway. Either your username/password is wrong or the gateway is misconfigured. Try again or contact your network administrator for assistance.

If other users are able to connect through the gateway, the issue could be related to the specific user

- Validate credentials entered to authenticate gateway and log in to Virtual Desktop