Surgient Success

After deploying an app config, some of the configs are losing their connection to the RDP.  The build, once available can be accessed by an RDP.  After some time, the RDP window goes down with an unable to connect to remote server error. 

 I noticed an error in the event viewer of the content host that the pool's mac address changed which could affect connectivity.

 Any ideas on how to address this problem.

How long after you connect to the VM does the connection drop?  Does the connection drop while connecting via the Surgient VQMS portal or does it drop when you manually connect with Microsoft RDP? 

If the connections are dropping within a specific time, please check the Active and Idle Session timeout for the Terminal Services.  If you ran the Surgient_Image_Tool.iso, then the optimizer should have configured the settings for you.

Another thing you can do is create a C:\TEMP directory on your client machine (local machine) that you are connecting to the RDP with.  This directory will be the logfile location of the Surgient ActiveX plugin that is attempting to connect to the VM.  There should be some log files in the format Surgient_xxxx.log.  Depending on the remote access connection you used, the error message should be in one of them.
 

I created the C:\Temp directory as advised.  There were 2 log files created.  Here is the information that is in the log.  I was unable to create an attachment.

Surgient_HttpActiveXTunnelConfig.txt

2008-05-07 10:18:59.615 [3168] *** start log ***
2008-05-07 10:18:59.615 [3168] Asynchronous start: Starting start thread
2008-05-07 10:18:59.615 [3168] Start thread 0x33a4840 started
2008-05-07 10:18:59.615 [3836] Thread Thread-5 running ( Thread Id:3836)
2008-05-07 10:18:59.615 [3836] Testing connection to rdp://192.168.1.244:3389
2008-05-07 10:18:59.615 [3836] Trying connection class HttpVirtualConnection
2008-05-07 10:18:59.615 [3836] Configured with GatewayBaseUrl: http://208.7.42.109/HTGateway/
2008-05-07 10:18:59.615 [3836] Configured with DelayedSendBufsize: 1024
2008-05-07 10:18:59.615 [3836] Configured with DelayedSendTimeMS: 80
2008-05-07 10:18:59.615 [3836] Configured with SendTimeoutSec: 15
2008-05-07 10:18:59.615 [3836] Configured with upstreamClasses: OctetStreamUpHandler,MultiPartFormUpHandler,Base64UpHandler
2008-05-07 10:18:59.615 [3836] Configured with downstreamClasses: OctetStreamDnHandler,Base64DnHandler
2008-05-07 10:18:59.615 [3836] Trying Gateway base URL 'http://208.7.42.109/HTGateway/'
2008-05-07 10:18:59.615 [3836] Testing downhandler class OctetStreamDownHandler
2008-05-07 10:18:59.615 [3836] Testing uphandler class OctetStreamUpHandler
2008-05-07 10:18:59.615 [3836] Testing connection from gateway to target server
2008-05-07 10:18:59.635 [3836] Error encountered from Gateway in reponse to  for operation testconnect:Surgient.Ura.HTGatewayLib.Exceptions.RequestException
2008-05-07 10:18:59.635 [3836] .\GatewayConnection.cpp:285 Exception: Error while establishing a connection to the remote server through the Gateway: Surgient.Ura.HTGatewayLib.Exceptions.RequestException
2008-05-07 10:18:59.635 [3836] .\HttpVirtualConnection.cpp:359 Exception: Error while establishing a connection to the remote server through the Gateway: Surgient.Ura.HTGatewayLib.Exceptions.RequestException
2008-05-07 10:18:59.635 [3836] No more Gateway URLs to try
2008-05-07 10:18:59.635 [3836] Unable to connect using HttpVirtualConnection, exception: Error while establishing a connection to the remote server through the Gateway: Surgient.Ura.HTGatewayLib.Exceptions.RequestException
2008-05-07 10:18:59.635 [3836] Enter HttpVirtualConnection Abort
2008-05-07 10:18:59.635 [3836] Exit HttpVirtualConnection Abort
2008-05-07 10:18:59.635 [3836] GatewayConnectionFactory::dtor: There are 0 connections owned by this factory
2008-05-07 10:18:59.635 [3836] .\ProxyConnection.cpp:185 Exception: Error while establishing a connection to the remote server through the Gateway: Surgient.Ura.HTGatewayLib.Exceptions.RequestException
2008-05-07 10:18:59.635 [3836] .\ProxyConnection.cpp:246 Exception: Error while establishing a connection to the remote server through the Gateway: Surgient.Ura.HTGatewayLib.Exceptions.RequestException
2008-05-07 10:18:59.635 [3836] Exception in StartThread: Error while establishing a connection to the remote server through the Gateway: Surgient.Ura.HTGatewayLib.Exceptions.RequestException
2008-05-07 10:18:59.635 [3836] Thread Thread-5 about to terminate ( Thread Id:3836)

2008-05-07 10:19:00.616 [3168] Thread::Join: Thread signalled normally
2008-05-07 10:19:00.616 [3168] IsStartedOk: Start thread 0x33a4840 is finished
2008-05-07 10:19:00.616 [3168] Thread Thread-5 destructor ( for Thread Id:3836), called from Thread Id:3168
2008-05-07 10:19:00.616 [3168] Returning error encountered in StartThread on ProxyConnection Start
2008-05-07 10:19:01.117 [3168] AxProxyConnection 0x33a50a8 FinalRelease
2008-05-07 10:19:01.117 [3168] Calling Abort from FinalRelease
2008-05-07 10:19:01.117 [3168] Suppressing error on proxy connection abort: Abort called but proxy is not started
2008-05-07 10:19:01.117 [3168] Abort Exiting
2008-05-07 10:19:01.117 [3168] FinalRelease Exit
2008-05-07 10:19:01.648 [3168] AxProxyConnection 0x33a50a8 creating new ProxyConnection to connect to rdp://192.168.1.244:3389
2008-05-07 10:19:01.648 [3168] Asynchronous start: Starting start thread
2008-05-07 10:19:01.648 [3168] Start thread 0x33a4840 started
2008-05-07 10:19:01.648 [3404] Thread Thread-6 running ( Thread Id:3404)
2008-05-07 10:19:01.648 [3404] Testing connection to rdp://192.168.1.244:3389
2008-05-07 10:19:01.648 [3404] Trying connection class HttpVirtualConnection
2008-05-07 10:19:01.648 [3404] Configured with GatewayBaseUrl: https://208.7.42.109/HTGateway/
2008-05-07 10:19:01.648 [3404] Configured with DelayedSendBufsize: 1024
2008-05-07 10:19:01.648 [3404] Configured with DelayedSendTimeMS: 80
2008-05-07 10:19:01.648 [3404] Configured with SendTimeoutSec: 15
2008-05-07 10:19:01.648 [3404] Configured with upstreamClasses: OctetStreamUpHandler,MultiPartFormUpHandler,Base64UpHandler
2008-05-07 10:19:01.648 [3404] Configured with downstreamClasses: OctetStreamDnHandler,Base64DnHandler
2008-05-07 10:19:01.648 [3404] Trying Gateway base URL 'https://208.7.42.109/HTGateway/'
2008-05-07 10:19:01.648 [3404] Testing downhandler class OctetStreamDownHandler
2008-05-07 10:19:01.648 [3404] Testing uphandler class OctetStreamUpHandler
2008-05-07 10:19:01.648 [3404] Testing connection from gateway to target server
2008-05-07 10:19:03.150 [3168] Thread::Join: Wait timed out
2008-05-07 10:19:04.652 [3168] Thread::Join: Wait timed out
2008-05-07 10:19:04.702 [3404] Unexpected HTTP status: 502 in response to  for operation testconnect
2008-05-07 10:19:04.702 [3404] .\GatewayConnection.cpp:285 Exception: An error occurred while trying to establish a connection to the Gateway server
2008-05-07 10:19:04.702 [3404] .\HttpVirtualConnection.cpp:359 Exception: An error occurred while trying to establish a connection to the Gateway server
2008-05-07 10:19:04.702 [3404] No more Gateway URLs to try
2008-05-07 10:19:04.702 [3404] Unable to connect using HttpVirtualConnection, exception: An error occurred while trying to establish a connection to the Gateway server
2008-05-07 10:19:04.702 [3404] Enter HttpVirtualConnection Abort
2008-05-07 10:19:04.702 [3404] Exit HttpVirtualConnection Abort
2008-05-07 10:19:04.702 [3404] GatewayConnectionFactory::dtor: There are 0 connections owned by this factory
2008-05-07 10:19:04.702 [3404] .\ProxyConnection.cpp:185 Exception: An error occurred while trying to establish a connection to the Gateway server
2008-05-07 10:19:04.702 [3404] .\ProxyConnection.cpp:246 Exception: An error occurred while trying to establish a connection to the Gateway server
2008-05-07 10:19:04.702 [3404] Exception in StartThread: An error occurred while trying to establish a connection to the Gateway server
2008-05-07 10:19:04.702 [3404] Thread Thread-6 about to terminate ( Thread Id:3404)

2008-05-07 10:19:05.654 [3168] Thread::Join: Thread signalled normally
2008-05-07 10:19:05.654 [3168] IsStartedOk: Start thread 0x33a4840 is finished
2008-05-07 10:19:05.654 [3168] Thread Thread-6 destructor ( for Thread Id:3404), called from Thread Id:3168
2008-05-07 10:19:05.654 [3168] Returning error encountered in StartThread on ProxyConnection Start

Surgient_HttpsActiveXTunnelConfig.txt

2008-05-07 10:19:01.648 [3168] *** start log ***
2008-05-07 10:19:01.648 [3168] Asynchronous start: Starting start thread
2008-05-07 10:19:01.648 [3168] Start thread 0x33a4840 started
2008-05-07 10:19:01.648 [3404] Thread Thread-6 running ( Thread Id:3404)
2008-05-07 10:19:01.648 [3404] Testing connection to rdp://192.168.1.244:3389
2008-05-07 10:19:01.648 [3404] Trying connection class HttpVirtualConnection
2008-05-07 10:19:01.648 [3404] Configured with GatewayBaseUrl: https://208.7.42.109/HTGateway/
2008-05-07 10:19:01.648 [3404] Configured with DelayedSendBufsize: 1024
2008-05-07 10:19:01.648 [3404] Configured with DelayedSendTimeMS: 80
2008-05-07 10:19:01.648 [3404] Configured with SendTimeoutSec: 15
2008-05-07 10:19:01.648 [3404] Configured with upstreamClasses: OctetStreamUpHandler,MultiPartFormUpHandler,Base64UpHandler
2008-05-07 10:19:01.648 [3404] Configured with downstreamClasses: OctetStreamDnHandler,Base64DnHandler
2008-05-07 10:19:01.648 [3404] Trying Gateway base URL 'https://208.7.42.109/HTGateway/'
2008-05-07 10:19:01.648 [3404] Testing downhandler class OctetStreamDownHandler
2008-05-07 10:19:01.648 [3404] Testing uphandler class OctetStreamUpHandler
2008-05-07 10:19:01.648 [3404] Testing connection from gateway to target server
2008-05-07 10:19:03.150 [3168] Thread::Join: Wait timed out
2008-05-07 10:19:04.652 [3168] Thread::Join: Wait timed out
2008-05-07 10:19:04.702 [3404] Unexpected HTTP status: 502 in response to  for operation testconnect
2008-05-07 10:19:04.702 [3404] .\GatewayConnection.cpp:285 Exception: An error occurred while trying to establish a connection to the Gateway server
2008-05-07 10:19:04.702 [3404] .\HttpVirtualConnection.cpp:359 Exception: An error occurred while trying to establish a connection to the Gateway server
2008-05-07 10:19:04.702 [3404] No more Gateway URLs to try
2008-05-07 10:19:04.702 [3404] Unable to connect using HttpVirtualConnection, exception: An error occurred while trying to establish a connection to the Gateway server
2008-05-07 10:19:04.702 [3404] Enter HttpVirtualConnection Abort
2008-05-07 10:19:04.702 [3404] Exit HttpVirtualConnection Abort
2008-05-07 10:19:04.702 [3404] GatewayConnectionFactory::dtor: There are 0 connections owned by this factory
2008-05-07 10:19:04.702 [3404] .\ProxyConnection.cpp:185 Exception: An error occurred while trying to establish a connection to the Gateway server
2008-05-07 10:19:04.702 [3404] .\ProxyConnection.cpp:246 Exception: An error occurred while trying to establish a connection to the Gateway server
2008-05-07 10:19:04.702 [3404] Exception in StartThread: An error occurred while trying to establish a connection to the Gateway server
2008-05-07 10:19:04.702 [3404] Thread Thread-6 about to terminate ( Thread Id:3404)

2008-05-07 10:19:05.654 [3168] Thread::Join: Thread signalled normally
2008-05-07 10:19:05.654 [3168] IsStartedOk: Start thread 0x33a4840 is finished
2008-05-07 10:19:05.654 [3168] Thread Thread-6 destructor ( for Thread Id:3404), called from Thread Id:3168
2008-05-07 10:19:05.654 [3168] Returning error encountered in StartThread on ProxyConnection Start

It appears like the URA gateway (http://208.7.42.109/HTGateway) is not setup correctly.  I would go through the below verification steps:

¨      Client machine can connect to URA Gateway

Open up a web browser to URL: http://208.7.42.109/HTGateway/ from the client machine.

¨      IP Address range is allowed on the URA Gateway

The URA Gateway does not allow every IP Address to be tunneled, unless it is configured properly.  The IP Address range that needs to be configured in the URA Gateway should be the same ranges as the IP Addresses that are defined in the Management Console, under the Resources-> Network Resources section.   To check the configuration,  Login to the URA Gateway host and click on START-> All Programs -> Surgient -> Surgient URA Gateway -> Launch GatewayConfig.exe

If those items are correct, then I would check that there is routing from the URA Gateway to the Virtual machines.  From the URA Gateway machine, RDP communications (Or other remote access) must be opened and allowed.

More information about the URA gateway could be found in the “Surgient Installation Guide Version 5.4” (http://www.surgient.com/pubs/54/base/Surgient_Install_54.pdf) under the “Chapter 3.  Remote Access”

In addition to the above, the log indicates the URA Gateway can try http, then https.  The Server at 208.7.42.109 is NOT confgured for https, so when a connection fails for http, it will fail for https also.  From this log, there's a site proxy server returning an http 502 error when trying the https case confirming the configuration problem.  As to the original disconnect problem, the site proxy server may be disconnecting idle VM sessions, one way to avoid this is to enable RDP keep-alive in the images so there is a trickle of traffic over the http-proxied connection.

How do you enable RDP keep-alive?

 Open Group Policy Object Editor

(command line: gpedit.msc)

Navigate to Computer Configuration/Administrative Templates/Windows Components/Terminal Services

Click on Keep-Alive Connections and select enabled.

Both solutions seem to have worked well and resolved our key RDP connection issues.  Thanks for all your help.

After completing the previous suggested solutions, we are still receiving the "Unable to connect" message when using an RDP connection.  We have narrowed it down to 1 particular host server (AL-TEST-2).  I am attaching the log.  If you need any additional information to help remedy this issue, please advise what information would be useful.

I am attaching a new log from today.  We deployed a configuration and was initially able to access the images by RDP after a while we began to receive the "Unable to connect".  We have verified that all the images have the KeepAlive enabled and the IP Address is in the correct range.  Please advise on any other solutions you may have.