How to troubleshoot user RDP disconnects

Here are some suggestions to consider in order to isolate possible causes:

Single user

Try to change various components of their network / device stack to isolate the issue:

• try connecting them with a cellular wifi hotspot
• if available, try to connect them to a different host device
• if possible, check from a different device (support techs can try from their devices, users can try from a private device or if they are in office from a device used by a colleague)
• try to determine if there is a pattern with the disconnects, are they happening when they are running a specific program, are they occurring at a certain time interval?
• ensure the user has the latest versions of TruGrid Desktop connector and that they are running the latest Secure Connect (if not using Sentry brokering)
• check the Agent logs and Headless connector logs (On Windows: "C:\Users\%username%\AppData\Roaming\TruGrid Connector / On Mac: "/Users/{username}/.config/TruGrid/Logs")

All users in a customer domain

• check the stability of the office internet connection (continuous ping tests, speed test, traceroute to ws.trugrid.com)
• inspect the logs of the Sentry server, see if there are any errors or issues with the service or the server itself (resource monitor, task manager)
• double check if there is a group policy that would perform RDP session idle timeouts
• check the logs for the EDR / AV system in the environment that might be terminating or blocking outgoing Connections from the Sentry server
• analyze the Event Viewer for the host device

TruGrid Network Test

Here is a simple script that will open 3 continuous ping windows, targeting a standard internet DNS Resolver (to ensure the overall internet connectivity doesn't drop) the default gateway of the device (to ensure there are no LAN related issues common with WiFi) and the TG Cloud DNS entry (to monitor the TruGrid connectivity):

@echo off
TITLE TruGrid Network Diagnostic Launcher
echo Starting Network Diagnostic Tools...
echo.

:: FIXED: We now use parentheses (...) to correctly combine the Gateway IP into the command
powershell -NoProfile -ExecutionPolicy Bypass -Command ^
 "$gw = (Get-NetRoute -DestinationPrefix 0.0.0.0/0 | Select-Object -ExpandProperty NextHop | Select-Object -First 1); " ^
 "Start-Process cmd -ArgumentList '/k color 0A && title PING INTERNET (1.1.1.1) && echo Pinging Public Internet... && ping 1.1.1.1 -t'; " ^
 "Start-Process cmd -ArgumentList '/k color 0E && title PING TRUGRID (ws.trugrid.com) && echo Pinging TruGrid Services... && ping ws.trugrid.com -t'; " ^
 "Start-Process cmd -ArgumentList ('/k color 0B && title PING GATEWAY (' + $gw + ') && echo Pinging Local Gateway... && ping ' + $gw + ' -t')"

echo ---------------------------------------------------
echo SUCCESS: 3 Ping windows have been opened.
echo 1. Internet (Green Text)
echo 2. TruGrid (Yellow Text)
echo 3. Local Gateway (Aqua Text)
echo.
echo Please minimize these windows and work normally.
echo When the disconnect happens, check which window stopped.
echo ---------------------------------------------------
pause

In order to use this, simply:

1. Open Notepad on the PC you are connecting from (it's also good to simultaneously run it on the Host and Sentry server as well).
2. Copy the text above into the blank notepad windows
3. Save the file as "All files" and under a name similar to "TruGrid_Test.bat"
4. Run the .bat file, it should open 3 windows like this:

Then, when and if the connection drops for any of the windows on any of the devices we re running it from it should give us a clue what failed, allowing us to try and find a solution.

Updated on: 08/12/2025