Troubleshooting TruGrid issues with the SecureRDP Toolkit

The TruGrid SecureRDP Toolkit is a small Windows app that diagnoses and fixes common problems with TruGrid sessions. You don't need to know anything about RDP, networking, or your domain - the Basic view walks you through the most common issues and tells you, in plain language, what's wrong and what to do about it.


This article covers the Basic view. For the feature-by-feature reference aimed at IT administrators, see TruGrid SecureRDP Toolkit - Advanced reference.


When to use the Toolkit


Run the Toolkit when one of these is true:

  • You can't start a TruGrid session at all - the connection fails before you see a remote desktop
  • Your TruGrid sessions disconnect on their own, freeze, or get visibly choppy
  • TruGrid support has asked you to send them a diagnostic report


If you're an IT admin and want to inspect every component manually, configure Group Policy, or run continuous network monitoring, switch the Toolkit to Advanced view (see Switching to Advanced view).


Downloading and running the Toolkit


The Toolkit is a standalone executable - no installer. Download it from this link , save it anywhere convenient, and double-click to run.


You don't need administrator rights for Basic view checks. The Toolkit will tell you if it needs elevated privileges for any specific fix and will offer to restart itself elevated when you ask for one.


The first time you run it, Windows SmartScreen may prompt to confirm. Click More info then Run anyway - the file is signed by TruGrid.


Choosing what's wrong


The Basic view opens with three large cards:

  • I can't connect
  • My session keeps disconnecting
  • Fix my software


Pick the one that matches what you're seeing. Each card runs a different set of diagnostics behind the scenes - you won't see the technical detail unless you ask for it.


I can't connect


Pick this card when:

  • Clicking a machine in your TruGrid Connector shows an error
  • The connection window opens and closes immediately
  • You see "Cannot connect" or a similar message before the remote desktop appears


The Toolkit will:

  1. Check that your TruGrid Connector is installed and running
  2. Verify that your computer can reach the TruGrid relay servers
  3. Confirm your machine's certificates and credentials are in order
  4. Check whether your local network or firewall is blocking the necessary connections



When it finishes, you'll see a verdict screen explaining what it found. Most of the time, the verdict points to a single likely cause - a missing component, a firewall rule, or a certificate issue - and offers a fix you can apply with a single click.


My session keeps disconnecting


Pick this card when:

  • You can start a session, but it drops after a few seconds or minutes
  • The remote desktop becomes unresponsive or shows "Reconnecting..."
  • Sessions work in short bursts but never stay up


The Toolkit will:

  1. Look at your internet connection quality (frame rate, network latency, dropped frames)
  2. Run an indefinite network stability check to your TruGrid relay
  3. Log all the live data in a full report that you can generate at any time by clicking "View full report"
  4. Identify whether the issue is on your side (your network or computer) or further upstream



Fix my software


Pick this card when:

  • You believe the TruGrid software itself is misconfigured or broken
  • You've recently reinstalled or updated something and TruGrid stopped working
  • A previous diagnostic told you to repair the Connector
  • Connector gave you an error when you tried to run or update it


The Toolkit will:

  1. Go over all known locations for the TruGrid installers and Connector components and remove them
  2. Make sure that there are no residual Registry entries
  3. Offer you the download button in order to download the latest connector


Sending a support package


If the Toolkit can't fix the issue automatically - or if support has asked you for diagnostics - click Send support package on the verdict screen.

This will:


  1. Collect the diagnostic reports the Toolkit just generated
  2. Bundle them into a single file on your Desktop, under TruGrid Reports
  3. Open your email client with a draft message to helpfiles@trugrid.com and the bundle attached
  4. You can add a short description of what you were doing when the problem occurred, then send. Support will reply with next steps.


If your email client doesn't open automatically (some setups don't have one configured), the bundle is still saved on your Desktop and you can attach it manually to a reply with support.


Switching to Advanced view


The Advanced view exposes every diagnostic, every Component Status row, the Network Monitor, and the Group Policy deployment templates. It's intended for IT administrators.

To switch, toggle the Advanced switch in the top-right corner of the Toolkit window. The Basic view is the default for non-administrators; if you're not sure which you should be using, stay in Basic.


A full reference for what each Advanced section does is in TruGrid SecureRDP - Windows Toolkit


Getting more help


  • If the Toolkit didn't resolve your issue and you've already tried Send support package, contact TruGrid support directly via help.trugrid.com.
  • If you can't run the Toolkit at all (it won't start, or crashes immediately), let your IT team know - the Toolkit assumes basic Windows functionality and may indicate a deeper issue with your computer.
  • For information about Group Policy deployment, multi-tenant configurations, or batch diagnostics across many machines, the Advanced reference article is the right place to look.

Updated on: 18/06/2026

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