Problems with Remote Desktop

October 01, 2020 12:28 p.m.
Outage category: 
Applications
Location: 
All Campuses
Status: 
Closed
Resolved alert: 
12/12/2019 8:00 am

Issues with Remote Desktop Prtocol (RDP) services not being available to customers.

Initial symptoms: 

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

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

Some customers could not log into their computers remotely.

Affected Services: 
Desktop Support
ROOT CAUSE ANALYSIS
Cause: 

The RPD protocol on some desktop systems experienced a failure and failed into the not allowed state.

Resolution: 

Desktop Support staff added instructions to the ITS Knowledge Base and created a script which was added to the ITS Application store to enable customers to self fix their machines.

Prevention: 

There has been no determination of what caused the failure, so no preventions steps have been created.

STATISTICS
Service Team: 
Desktop Support