RDP reconnect while using PSAM and Terminal Services method

[Shmitos]

Hello there, 

I'm getting a lot of complains from the users that connects through the Terminal Services and PSAM methods about RDP that trying to reconnect every now and then...

They're getting the "Reconnecting" message:

https://ibb.co/c3K2DBT 

Our system version is: 9.1R12 (build 14139)

Any suggestions that may be helpful?

[[email protected]]

@Shmitos Is the VPN connection stable? meaning are we seeing this behavior when the VPN session is stable?

Session duration can be checked using Pulse Client's advanced connection details, does the timer reset when we observe this behavior in mstsc client?

[Shmitos]

[email protected] 

After the "reconnecting" message it resumes and it's not getting reset, the user continues to work but they are getting the message pretty often like in 1 hour 3-4 times.

Most of our users aren't using PSAM, only a few of them, they're using the Terminal Services which can be accesed from the url of our VPN. 

Any suggestion?

[[email protected]]

@Shmitos Thanks.

I meant the PSAM connection's session duration which we can be viewed by right clicking on the connection > Advanced connection details > Session duration.

Do we see the session duration of PSAM getting reset? meaning the VPN disconnects and reconnects seamlessly.

[Shmitos]

[email protected] 

It seems like it really resets every disconnecting message yeah, resets to 0 and starts over.

[[email protected]]

@Shmitos So, it looks like we're dealing with VPN disconnection issue, hence the data traffic passing through tunnel gets disconnected as well which is expected to happen as there's no tunnel to pass the RDP traffic.

On the VPN server user access logs, do we see events like session resumed for the user?

[Shmitos]

[email protected] 

It appears so.

Here is an example from the logs, it may might be more helpful than just writing what I'm getting on logs 

https://ibb.co/cgXqQh9 

As you can see, it happens quite a lot in short time.

[[email protected]]

@Shmitos yes, it looks like.the VPN connection gets disconnected ~ every 5 mins. VPN server is not disconnecting those session as they're being attempted by the client over and over again for every 5 mins.

Is it possible to request the user to use a different Internet connection like mobile hotspot and confirm if the same behavior is observed?

[Shmitos]

[email protected] 

Here is another example of a different user.

It's the same problem with the PSAM method.

https://ibb.co/857Y75L 

For your question, it's my user in the first picture logs, I have a stable internet connection while using ethernet cable straight to the router, in other services like gaming, streaming and such I don't experience any issue at all, it seems like something is odd in this situation, I've tried to work from my laptop aswell in other networks and got the same issue more or less.

Is there any chance that something is not right with out configurations? 

Also, while using the "Terminal session" method the user is experiencing other issues, it's not disconnectecting it's simply just freezes for a couple of seconds every few minutes and resumes, but the session dosen't end.

[[email protected]]

@Shmitos If this issue affects pretty much all users who are using PSAM and Terminal Services access feature, then I'd recommend us to take server side logs like TCP Dump on the external & internal port, debuglog, policy trace while replicating the issue for review.

Please file a support ticket with us as it's best to have assistance from our support team.