Question 1

How to fix RDP connection stuck at "configuring remote session" or offline machine

Accepted Answer

How to fix RDP connection stuck at "configuring remote session" or offline machine

If a user is trying to connect to a remote machine and their RDP connection gets stuck as "Configuring remote session", this is because the endpoint is not accessible from the TruGrid Sentry or TruGrid Secure Connect agent installed.

How to fix this as an end user

If you're an end user trying to connect to a machine at your office, please ask someone at your office to check if the machine is turned on and accessible and responding. If it is turned on, restart it in case it is hung. If it is not turned on make sure to turn it on, otherwise, you won't be able to connect to it via TruGrid. If this does not fix it, please provide the below information to your administrator.

Troubleshooting Steps For Administrators

If you are an administrator of the machine at the office and know the machine is online and not hung, below are some additional troubleshooting steps. These are things we cannot remediate for you and need your help with. Generally the root cause is DNS is not resolving to the current IP address or RDP is not accessible from the server the TruGrid agent is installed onto.

Most Likely Root Causes

Reboot Endpoint and Remote Computer A reboot fixes lots of issues in Windows. Sometimes, a pending update requiring a reboot will block the computer from functioning properly. Please

Question 2

Where are the TruGrid Connectors

Accepted Answer

Where are the TruGrid Connectors

TruGrid recommends using our TruGrid Desktop Connectors for Windows or Mac instead of the browser versions. The desktop versions eliminate browser compatibility issues. TruGrid also strongly recommends using Windows 10 or newer when using Windows, or Mac OS X 11.5 or newer when using Mac.

WINDOWS

TruGrid Desktop Connector for WINDOWS:

Here is the direct link for the TruGrid Windows Desktop Connector
TruGrid strongly recommends using Windows 10 and newer OS

TruGrid Web Connector for WINDOWS:

To use TruGrid Web on Windows, TruGrid recommends Microsoft Edge browser. It requires only one plug-in since ClickOnce is already built-in. Just login to http://trugrid.net with Edge
To use TruGrid Web on Windows with Google Chrome, you need two plug-ins. They are TruGrid ClickOnce for Chrome and TruGrid Plug-In for Chrome. Both of these are automatically downloaded when you connect to http://trugrid.net with Google Chrome, but they are listed here for convenience.

MAC

TruGrid Desktop Connector for MAC:

Here is the direct link for the TruGrid Mac Desktop Connector
TruGrid strongly recommends using [Mac OS X version 11.5

Question 3

TruGrid Desktop Connector for Windows Setup

Accepted Answer

TruGrid Desktop Connector for Windows Setup

Please follow the steps outlined below to setup TruGrid Desktop Windows Connector for use with TruGrid SecureRDP

| Please follow this link if you prefer to watch a video tutorial. You must have your Windows computer, smart phone, and Internet access in order to complete these steps.

Download and install TruGrid Windows Connector on your Windows computer

a. On your Windows computer, download and install TruGrid Windows Connector from https://www.trugrid.com/downloads/winconnector
b. Open the TruGrid Windows Connector and enter your login email address. Click CONTINUE
c. Enter your password and click LOGIN

Get ready to setup your Multifactor Authentication

a. From your smart phone, go to the App Store or Google Play Store and search for TruGrid Authenticator (or your preferred authenticator)
b. Following instructions to install TruGrid Authenticator (or your preferred authenticator)
c. Return to your Windows computer and click NEXT

Setup Multifactor Authentication (MFA)

a. From your Smart Phone, open the TruGrid Authenticator
b. Click the + sign on top right. This will open your camera. Accept any prompt from your phone to

Question 4

How to Reset your MFA via TruGrid Web App

Accepted Answer

How to Reset your MFA via Internet Browser

If you would like to reset your account MFA (multi-factor authentication), please follow the below steps. The process takes between 2-5 minutes.

If you receive the message "Invalid Password or One Time Password Entered" and are not sure whether your MFA or Password needs resetting, you may want to start by resetting your MFA and see if that fixes the issue. If you are not able to setup your MFA after a reset because your password is incorrect, please refer to this article.

| Make sure the time clock on your phone and computer is correct and set to automatically update. Incorrect time settings will cause MFA not to work properly since the technology is based on accurate time. | If you have a new phone number, please ask your ADMIN to reset it for you using these steps.

RESET MFA

Go to the TruGrid Login page (https://app.trugrid.com/login)
Enter your registered corporate email address and select Go
Click on the "Reset MFA" link

Confirm the last four digits of your mobile number. This is a security precaution to validate it is you requesting this to be reset.

Enter the four digit code sen

Question 5

How to Configure TruGrid SecureRDP to Authenticate against On-Premise AD

Accepted Answer

How to Configure TruGrid SecureRDP to Authenticate against On-Premise AD

Estimated Time: 10-20 minutes

| If you would like to use Azure AD to authenticate users, please refer to this article.

ONBOARD & VALIDATE YOUR INTERNAL DOMAIN: Validate your domain before installing TruGrid Sentry in your internal AD.

Login to portal at www.trugrid.com
Sign in with initial credentials provided in your Account Activation Email
Validate domain via DNS TXT or WHOIS Email validation. We can also validate it for you within our system.
Retrieve Activation Code. You can retrieve the activation code by navigating to Company Management -> Workspace & User Assignments (bottom of the page). The activation code is unique to each domain. See this article for step by step instructions, if needed.

ONBOARD & VALIDATE A CUSTOMER DOMAIN (for MSPs):

Login to portal at www.trugrid.com
Go to Customers [1]

Enter customer domain [2-3] In order to use domain names without external / public DNS, such as officelocation.customerdomain.com, please add them and ask TruGrid to validate these domains. Please do not use .local domains. Only use domains with valid top level doma

Question 6

How to configure RDP settings and preferences

Accepted Answer

How to configure RDP settings and preferences

Admins and Users can configure RDP settings and preferences via the TruGrid Desktop Connectors or the TruGrid web portal. Settings configured on the Web or Desktop Connectors will be respected by all TruGrid Connector applications. If you would like, you can push the default settings to your primary or subdomain via the connector app.

|| RDP preference settings are only available for TruGrid BUSINESS plans and not the TruGrid BASIC plans. You have TruGrid BUSINESS if you can see the SETTINGS option. || If you are remoting into a Windows 7 machine, multi-monitors are only supported on Windows 7 enterprise and Windows 7 ultimate editions per Microsoft's licensing. || Screen resolution settings are not respected by the mobile connectors at this time

Using TruGrid Desktop Connector Login to the TruGrid Desktop Connector. Click the PERSON icon menu on top-right and then click SETTINGS. From the SETTINGS dialog, Users and Admins can configure GENERAL, DISPLAY, DEVICE REDIRECTION, and AUDIO & VIDEO settings. See below examples of each preferences tab. For detailed explanations of each RDP option, see this article.

![1) General Settings] ![](https://st

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