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

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 3

How to fix error "remote connection was denied because the user account is not authorized for remote login"

Accepted Answer

How to fix error "remote connection was denied because the user account is not authorized for remote login"

If you receive a message such as "…remote connection was denied because the user account is not authorized for remote login.." this is becuase the username you are using to connect to the machine does not have the proper permissions to log into that machine via RDP (Remote Desktop). Permission has to be granted for this to work properly. This is managed by the administrator of the machine you are remoting into.

To test out this theory, what you can do is, from another machine on the same local network, try to RDP into that same machine you are trying to connect to. Use the same login you used with TruGrid. And see if you are able to login. You should see the same error message, since this is due to local permissions on the machine and not related to TruGrid.

If you are the administrator of this machine, please follow these steps to enable remote access.

Question 4

How to configure Power Management settings via GPO

Accepted Answer

How to configure Power Management settings via GPO (Recommended Practice)

If a user is trying to connect to a machine that has gone to sleep, they will not be able to connect successfully.

For customers using TruGrid SecureRDP in an Active Directory environment, Power Management settings can be adjusted via Active Directory Group Policy Objects (GPO), using Group Policy Preferences. One easy way to handle this is at the domain level (rather than OU level). Make sure to test your settings to validate they work as intended.

Here are the implementation steps:

Create and link a new GPO at the domain level. Restrict it to the TG-COMPUTERS security group as shown below.
Edit the new GPO and navigate to the following path. Apply desired settings COMPUTER CONFIGURATION\PREFERENCES\CONTROL PANEL SETTINGS\POWER OPTIONS\ For step #10 below, expand the various options by clicking the + and verify or edit desired settings.

Question 5

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 6

How to Fix RDP Protocol Error code:0x112f or 0x112d

Accepted Answer

How to Fix RDP Protocol Error code:0x112f or 0x112d

When making an RDP connection with or without TruGrid, one can receive the error message "Protocol Error code:0x112f" or "Protocol Error code:0x112d". This error can sometimes be caused by a display driver problem at the remote computer. Please follow the steps on the next section to resolve.

RDP Protocol Error codes 0x112f

Fix RDP Protocol Error code:0x112f or 0x112d

Open GPEDIT.MSC on the remote computer
Goto Computer Configuration -> Administrative Templates -> Windows Components -> Remote Desktop Services -> Remote Desktop Session Host -> Remote Session Environment
Change the policy "Use WDDM graphics display driver for Remote Desktop Connections" to Disabled. See below screenshot for example
Reboot the remote computer and then connect over RDP or TruGrid.

GPO fix for RDP Protocol Error code:0x112f

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