Adnroid App cannot login to Server 2016 servers

Hello,

Thank you for reaching out to us regarding this,

• Could you please specify the version of RDM Android you are currently using?

That being said, I'm wondering if you can connect to this host outside RDM currently from this Android device without issues?

Let me know,

Best regards,

version is 2023.2.4.0, should be latest?

I have no issue with the Microsoft RD client connecting to those I cant with RDM

Hello,

Thank you for your reply and for confirming,

That is correct, this would be the latest version.

I see, that is indeed odd, I'm wondering if you could provide me a screenshot of the error message you're receiving when attempting the connection?

Let me know,

Best regards,

Screen capture doesnt capture that popup. It barely says

Error

unable to connect to host ********

By the way I forget to mention it happens to both my tablet and my galaxy phone so it is not device specific

I tried even cloning the config from the 2019 server and just change the hostname. No go too.

I also tried with another devolutions account from scratch. Same result

Hello,

Thank you for your reply,

Do you also have the error message mentioned by the initial user in your Windows event viewer logs on the server itself?

I'm referring to: An error occurred when transitioning from CsrConnected in response to EvCsrInitialized. (ErrorCode 0x800708CA)

Let me know,

Best regards,

Thats the error from the server. Not the app

Hello,

Thank you for your reply,

From my understanding of tunsterau initial message, I believe this would indeed be from the server itself, to clarify do you also have this error in your logs on the server?

I'm also wondering if the connection to this remote host was working for you previously in RDM from this device?

Let me know,

Best regards,

The error (CsrConnected in response to EvCsrInitialized. (ErrorCode 0x800708CA)) is ON the server yes. The client only says it cannot connect. Just a pop up.

And no, it was the first time I use RDM on Android. And I tried it on my tablet and S21. Both not working connecting to 2016 servers. 2019 has no issue.

I have a feeling it is the time out too short. What is the current timeout setting for the Android app and can it be adjusted?

I see other similar post (not sure if it is for Android) about FreeRDP and Regression? Perhaps this is something similar?

Hello

The event logged on the Windows server might indicate a problem (or as you surmise, unexpected delay) loading the user profile. I did recall a similar issue affected some RDM Mac users last year but I'm not sure we ever had a conclusive answer to the problem.

The default acknowledgement timeout for RDP is 9 seconds (that's not the time-out for the entire connection sequence, rather the timeout to receive individual messages from the server). It's not currently adjustable on RDM Android to my knowledge, but it's something we allow on other platforms and we could add here.

What would be really helpful, is to see a diagnostic log from the RDP connection. To that end, you can:

• Go to the application Settings > Types > RDP and check "Enable Logging" under "Logs"
• Close out RDM entirely (this might depend on your Android version, on my device I simply closed the app, then found it's icon on the springboard and did a long-press to get the "App Info" dialog; then chose "Force Stop")
• Relaunch RDM and try your connection. It should fail.
• Next, in the "Help and Support" section choose "Submit a support ticket"
• Fill in the form and ensure that "Include diagnostic" is checked
• It might be helpful if you can include a link to this forum post or your forum username in the message section, to ensure the ticket gets routed back to this thread

Please let me know if something isn't clear or if you have further questions. I apologize for the inconvenience.

Thanks and kind regards,

I tried, after clicking OK, it does nothing. No Post, No Email. I don't know what next now

Hi,

We've just tried the 'Submit a Support Ticker' action and it is working.

When you submit a ticket, you should see the following message: 'Sending logs to support ...'
Depending on the size of the logs, it can take some time to process them.

When the logs are sent, you should see the message: 'Your application logs report was sent to us. Thank you.'

Can you please retry.

Kind Regards,

Im on 2023.3.0.24

After clicking Ok that pop up closes and nothing after. No alert, No message, No email, No post.

After upgraded to the latest 3.1.1 Im able to send the log however, I dont see any thing after it says successfully submited. Am I supposed to get a new post or email?

After upgraded to the latest 3.1.1 Im able to send the log however, I dont see any thing after it says successfully submited. Am I supposed to get a new post or email?

Hello

I believe this is expected and a support ticket should've been automatically created on our side. We'll wait for confirmation from the support team tomorrow (we already notified them to look out for this).

Thank you for your persistence and once I have the logs I'll post back with more information.

Thanks and kind regards,

Hello again

The cause of the connection failure is a timeout waiting for a particular message from the server (as part of the standard connection sequence). It's not clear to me if this is a genuine timeout, or that the server simply won't send the message due to some other problem in the connection state machine. For what it's worth, I tried a few different scenarios on a Windows Server 2k16 machine locally and didn't have any problem, so I hope it's the former.

RDM Android doesn't currently expose the option to adjust the default acknowledgement timeout (which by default is 9s). I've entered a ticket on our side to address that and linked it to this forum post so you'll be notified once that's available. At that point, you'll be able to increase the timeout and see if the issue is resolved.

Something else that hampers my analysis is a very old commit in FreeRDP (the component we use for RDP on non-Windows platforms) that prevents the timestamps being captured on log entries. I've entered a separate ticket to address this.

I apologize for the inconvenience and please don't hesitate to post back if you have further questions or comments

Kind regards,

Thank you for your attention. Hopefully this can be fixed in the next update.

I have updated the latest version. I see a new setting for timeout and I have set it from 9 to 20. Now all my machines are connecting. Thank you for the support

I have updated the latest version. I see a new setting for timeout and I have set it from 9 to 20. Now all my machines are connecting. Thank you for the support

Hello

Great news! Thank you for the update. Please don't hesitate if you have further questions or comments.

Kind regards,