SQL Server connection issues
We are running RDM 2023.2.27 on a Citrix XenApp environment with an SQL Server dataconnection for 100+ users. One user has connection issues:
This happens when trying to connect to a remote desktop and choosing 'Open with Parameters > Open (Select Credentials)'.
We already tried resetting his cache by emptying the '%appdata%\Devolutions\Remote Desktop Manager' folder after closing RDM. What troubleshooting steps should we take from here?
All Comments (4)
Hello Thomas,
Thank you for reaching out to us regarding the issue you are facing.
Can you please confirm if the issue still persists after setting the credentials to custom or linking to the vault? Also, please let us know if this issue is occurring with this particular user only and if the user has selected the correct credential from the list.
Best regards,
Patrick Ouimet
Hi Patrick,
It *sometimes* happens while trying to connect to other connections when not going through 'Select Credentials' so that's exactly the same as every other user (btw it's 200+, not 100+ users). This user is using the correct credential when trying to connect. I can see that the screenshot didn't come through but it reads the following:
"Unable to Connect to your Data Source"
"Execution Timeout Expired. The timeout period elapsed prior to completion of the operation or the server is not responding."
We also rebooted the SQL server but the issue persists.
We have some other users (only three) that get disconnected from the datasource after editing an entry though I haven't done a lot of troubleshooting on that issue. They just go offline after editing an entry. After that, they have to go to 'Go Online', wait for the datasource to load again and edit the next entry.
Best regards,
Thomas
Hello,
Thank you for contacting us on that matter!
In that case, would it be possible for you to create a portable installation of the latest version of RDM and see if this issue still occurs? To do so, you will need to do the following:
(Close RDM)
1- Download the .zip file below:
https://remotedesktopmanager.com/home/thankyou/rdmbin
2- Create a new folder on your Desktop
3- Extract the content of the .zip file into the folder created at #2
4- Go to this folder once the .zip file has been extracted and run remotedesktopmanager.exe
5- Connect to your data source
This test will allow us to rule out your local installation of RDM as a possible cause for this issue.
Please note that if you are using an Advanced Data Source, I would recommend skipping step #5 and using the default data source created by the portable installation of RDM instead.
Best regards,
Patrick Ouimet
Hi Patrick,
That seems to work! In my original question, I mentioned it being 2023.2.27.0 but it's actually 2023.2.32.0. I'll ask the XenApp image administrator to completely remove RDM (including files in program files and programdata) and install from scratch.
I'll keep you up to date.
Best regards,
Thomas