TruGrid SecureRDP Toolkit

TruGrid SecureRDP Toolkit


In this article



Summary


The TruGrid SecureRDP Toolkit is a single-executable Windows application that collects diagnostic information about your TruGrid SecureRDP deployment and applies common fixes for known issues. It is intended for IT administrators, MSP technicians, and end users troubleshooting TruGrid SecureRDP.


The Toolkit produces HTML reports you can review on screen and attach to support tickets. It does not transmit data automatically. Everything stays on the machine where you run it until you choose to send a report to support.


Use the Toolkit when:


  • A user is experiencing intermittent RDP disconnects
  • A user cannot connect to their assigned desktop at all
  • The TruGrid Connector fails to install
  • An RDP file launch produces an "Unverified Publisher" warning
  • You need a structured snapshot of TruGrid Sentry, Secure Connect, or Connector logs to share with support


Requirements


  • Windows 10, Windows 11, or Windows Server 2016 through 2025
  • Approximately 80 MB of free disk space
  • Administrator rights for some remediations (the Toolkit will prompt for elevation via UAC when needed)
  • TruGrid subscription


The Toolkit is self-contained. It does not require .NET Framework, a specific PowerShell version, or any other prerequisites.


How to get the Toolkit


Contact TruGrid support at help@trugrid.com for the current download link. Save the downloaded TruGridToolkit.exe to a location you can find, such as your Desktop or Downloads folder. There is no installer. You run the executable directly.

The first time you run the Toolkit on a particular machine, Windows SmartScreen may display a "Windows protected your PC" warning. Click "More info" and then "Run anyway" to proceed. This warning is normal for newly released software and disappears as the Toolkit accrues reputation across Windows installations.


Running diagnostics


When you launch the Toolkit, it detects which TruGrid components are installed on the current machine and displays their status in the Component Status section. The Diagnostics section contains four read-only probes that gather information without changing the system.


Broker Reachability


Tests network reachability and configuration from a TruGrid Sentry or Secure Connect host. Run this diagnostic on the broker machine itself, not on a user workstation.

The probe verifies:

  • Reachability to TruGrid static endpoints (ws.trugrid.com plus telemetry endpoints), including TLS handshake and certificate chain validation
  • The latest relay IP found in the broker log, probed three ways: ICMP, TCP 443 with TLS handshake, and IP geolocation
  • WinHTTP proxy configuration on the host


The HTML report is saved to the Desktop with a filename starting with TruGridBrokerReachability_. Attach this report to a support ticket when reporting broker-side connectivity issues.


Connector Reachability


Tests network reachability and configuration from a TruGrid Connector workstation. Run on the affected user's machine, signed in as the affected user. Do not run as Administrator. The Toolkit needs to read the user's own Connector logs to identify the latest relay IP.

The probe verifies the same static endpoints and latest relay IP as Broker Reachability, plus:

  • Winsock loopback sanity check, which detects LSP issues that can break the Connector's local RDP forwarding
  • A known-issue scan of recent Connector logs


The HTML report is saved to the Desktop with a filename starting with TruGridConnectorReachability_.


Network Monitor


Continuously probes internet reachability (Cloudflare 1.1.1.1, Google 8.8.8.8), the local gateway, the TruGrid front end, and the current TruGrid relay IP. Use this when a user is experiencing intermittent disconnects and you need to identify which layer is failing.


Click "Run Network Monitor" to start. Continue working normally. The Toolkit samples every two seconds in the background. When the user experiences a disconnect, return to the Toolkit and click "Stop Network Monitor & Show Report." The HTML report opens in your browser, with time-series charts showing exactly when each probed target failed and a correlation verdict explaining the likely cause (LAN issue, ISP issue, TruGrid-specific issue, etc.).


The monitor automatically stops after four hours, ten detected outage events, or when you click Stop, whichever comes first.


For more on the methodology, see How to troubleshoot user RDP disconnects.


Read Logs


Walks TruGrid Sentry, Secure Connect, and Connector logs from the last several hours and produces an HTML summary of warnings, errors, and notable events. Useful as a first-pass triage when you know something has gone wrong but the specific failure is not yet clear.


**You can learn more about how to interpret and read these logs here: How to read TruGrid Sentry, SecureConnect, and Windows Connector logs


Applying remediations


The Remediations section contains actions that change the state of the system. Each remediation requires a confirmation before it runs.


Trust TruGrid RDP Signing Cert


Adds the TruGrid signing certificate thumbprint to the Windows Trusted Publisher policy. This suppresses the "Unverified Publisher" warning introduced by the April 2026 Windows security update for RDP file launches.


When you click this button:

  • If the Toolkit is running as Administrator, the registry change is applied immediately and the button label changes to "TruGrid Signing Cert Trusted."
  • If the Toolkit is running as a regular user, Windows displays a User Account Control prompt. After you approve, the change is applied and the button updates.


To remove the trust at any time, click the "Remove" link next to the Trusted status.


This action is per-machine and persists across reboots. It only suppresses the warning for connections to TruGrid SecureRDP. Warnings for other RDP connections are unaffected.


For more on the underlying registry policy, see How to suppress the "Unverified Publisher" Security Warnings.


Fix Connector Install Issues


Cleans up the per-user ClickOnce cache and TruGrid Connector residue to resolve failed Connector installations. Use this when:

  • The Connector installer reports an error during the download or patching phase
  • The Connector has been uninstalled but cannot be reinstalled
  • The Connector launches but immediately closes or behaves erratically


The remediation runs as the logged-in user, not as Administrator, because ClickOnce stores are per-user. If the Toolkit is currently running with elevated privileges, the button is disabled with a tooltip explaining the requirement.


The remediation deletes:

  • The ClickOnce cache (%LOCALAPPDATA%\Apps\2.0), but only if no non-TruGrid ClickOnce applications are present
  • TruGrid Connector folders under %LOCALAPPDATA% and %APPDATA%
  • Two registry keys under HKCU\Software\Classes related to TruGrid file associations


Other ClickOnce applications on the machine are preserved.


For more, see Resolving issues with TruGrid Windows Connector Installation.


Sending reports to support


The Contact Support button at the right of the Remediations section starts a guided workflow for sharing reports with TruGrid support.

  1. Click Contact Support. A dialog opens listing all reports in the Past Reports section, with checkboxes. The most recent of each report type is pre-selected.
  2. Adjust the selection if needed, then click "Prepare ZIP."
  3. The Toolkit packages your selected reports into a ZIP file in your temporary folder, opens Windows Explorer with the ZIP highlighted, and opens the TruGrid help center in your default browser.
  4. On the help center page, click "Chat with us" in the bottom-right corner to start a support conversation.
  5. Drag the ZIP file from Explorer directly into the chat window. Your reports are attached to the conversation.


No data is uploaded automatically. You control which reports are included and when they are sent.



What the Toolkit collects and what it sends


The Toolkit collects information local to the machine on which it runs:

  • Operating system version, PowerShell version, .NET Framework version
  • TruGrid component installation paths and service states
  • Network connectivity probe results (latency, certificate issuers)
  • Excerpts from TruGrid component logs (timestamps, log levels, message text)


For relay IPs found in your logs, the public IP address is sent to ip-api.com to look up the geographic location and Azure region. This is the only outbound network connection the Toolkit makes during a diagnostic run.


No customer data, no usernames or passwords, no contents of files outside the TruGrid component log directories, and no other personally identifiable information are collected. Sending reports to support is always manual. The Toolkit does not auto-upload, phone home, or transmit any report content without your explicit action.


Frequently asked questions


Do I need to install the Toolkit?

No. It is a single self-contained executable. Save it to your Desktop or any folder you choose and double-click to run.


Does the Toolkit require Administrator rights?

Most diagnostics run without Administrator rights. The Trust TruGrid RDP Signing Cert remediation requires elevation. The Toolkit will prompt for it via UAC.


Can I run the Toolkit on a server that does not have a TruGrid component installed?

Yes. The Toolkit displays which components are detected and disables diagnostics that do not apply. The Network Monitor can be run on any machine to test connectivity.


Will reports contain anything I would not want sent to support?

Reports contain hostname, user account name (the Windows account name, not credentials), OS version, network configuration excerpts, and TruGrid log excerpts. Review the HTML report on screen before attaching it to a support conversation if you have any concerns about included information.


How long does a diagnostic take?

Broker Reachability, Connector Reachability, and Read Logs typically complete in under 30 seconds. Network Monitor runs until you stop it, up to four hours.


My machine displayed "Windows protected your PC" when I tried to open the Toolkit. Is that safe to bypass?

For newly released signed software, SmartScreen warnings appear until the executable accrues reputation across many installs. Verify the file's digital signature in Properties > Digital Signatures and confirm the signer is TruGrid, then choose "More info" and "Run anyway."


Where are reports stored?

All reports are HTML files saved to your Desktop. The Toolkit's Past Reports section lists every report on your Desktop. You can also open the Reports folder from the Toolkit footer.


Can I delete old reports?

Yes. Reports are standalone HTML files. Delete them from your Desktop like any other file. The Past Reports list refreshes automatically.



Contact

For help obtaining the Toolkit, reporting issues, or providing feedback, contact TruGrid support at help@trugrid.com or use the Chat with us option on this help center.

Updated on: 14/05/2026

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