Problems with Remote Desktop Protocol

November 05, 2020 8:23 a.m.
Outage category: 
Applications
Location: 
Computers using Remote Desktop Protocol (RDP) for access
Status: 
Closed
Resolved alert: 
12/12/2019 8:00 am

ITS received a number of calls from customers reporting problems with Remote Desktop Protocol (RDP).

Initial symptoms: 

Customers could not reach their desktop computers on campus using RDP.

Duration: 
12/11/2019 10:00 am - 12/12/2019 8:00 am
Impact to Mason: 

Some, not all users, were not able to reach their office systems from remote locations.

Affected Services: 
Network Access
ROOT CAUSE ANALYSIS
Cause: 

The Remote Desktop Protocol (RDP) failed closed on multiple systems around campus. Advanced Desktop Technologies and the vendor worked to determine the cause of this issue and were not able to find one.

Resolution: 

Users were walked through turning RDP back on, and an entry added to the Mason Application Catalog that would do this automatically for the user is necessary.

Prevention: 

As no cause was found, prevention was to create an application that will allow users to re-activate the protocol in case this issue happens again.

STATISTICS
Service Team: 
TSS-ADT