Remote Desktop Issues

Outage category: 
Applications
Location: 
All campuses
Status: 
Open

Remote Desktop became unavailable for users. When users went into Settings, Remote Desktop Protocol was turned off.

Initial symptoms: 

Users were not able to use the Windows Remote Desktop Protocol to reach their work stations on campus.

 

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

People that were teleworking and needed to access data on their machine on campus were not able to do so.

Affected Services: 
Desktop Support
ROOT CAUSE ANALYSIS
Cause: 

At this time the cause for the Remote Desktop failure is unknown. Advanced Desktop Technologies worked on the issue and have not found any system that had been fixed defaulting back to being unable to use the Remote Desktop Protocol.

Resolution: 

Users can turn on the Remote Desktop Application on their own, instructions are included in the ITS Knowledge Base article How to Determine If Your Computer Is Allowing Remote Desktop Protocol (RDP), or go to the Software Support Center and use the Allow Remote Desktop Connection script to update the setting automatically.

Prevention: 

It is not known why RDP failed, however it failed to a closed state which is what is desired in a case such as this.

STATISTICS
Service Team: 
Advanced Desktop Technologies.