RDS Connection Issue. A specific group of users is unable to connect to TS04 through the RDS environment. However, the same affected users can successfully connect to TS01, TS02, and TS03.

Question

RDS Connection Issue. A specific group of users is unable to connect to TS04 through the RDS environment. However, the same affected users can successfully connect to TS01, TS02, and TS03.

Jessah Mae Alogon 21

Some users connecting through the RDWeb-downloaded RDP shortcut intermittently receive an RDP connection error when the RD Connection Broker redirects their session to TS04. The Connection Broker receives the connection request, but the affected users cannot establish an RDP session with TS04. Basic network connectivity, TCP 3389, the RDP service/listener, RDP enablement, and access to the user's UPD have all been verified as working. The setup of our environment are 1 Connection Broker, 4 Terminal Servers (RDS).

The error they are receiving is "This computer can't connect to the remote computer.

Try Connecting again. If the problem continues, contact the owner of the remote computer or your network administrator."

During the investigation, the logs found in the connection broker during those timestamp that users attempted to login, we only found logs in the Connection Broker during that time. But no error logs were found in the TS04 regarding users' redirection login during that time. We have already reviewed the logs and performed the necessary validations; however, we have been unable to identify the root cause of the issue affecting the server and have exhausted our current troubleshooting options.

Your help is highly appreciated.

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Answer 1

Hi Jessah,

Since the same affected users can connect successfully to TS01, TS02, and TS03, but fail only when the Connection Broker redirects them to TS04, I would focus the investigation on TS04 rather than the Connection Broker itself.

Please check the following during a failed attempt:

On TS04, review TerminalServices-LocalSessionManager, TerminalServices-RemoteConnectionManager, RemoteDesktopServices-RdpCoreTS, and Security event logs.

Compare the affected users' group memberships and User Rights Assignment/GPO on TS04 with a working session host, especially Allow log on through Remote Desktop Services and Deny log on through Remote Desktop Services.

Verify that TS04 is correctly registered in the RDS collection and that its RDS certificates, DNS registration, and SPNs are consistent with TS01–TS03.

From the Connection Broker/RD Gateway, test connectivity to TS04 on TCP 3389 and compare it with a working session host.

The fact that TS04 shows no corresponding connection attempt during the failure is particularly important. This may indicate that the redirected connection is failing before authentication reaches TS04, so capturing a simultaneous network trace on the Connection Broker/Gateway and TS04 during reproduction would be useful.

If the issue remains intermittent and the logs do not identify the failure, I recommend opening a Microsoft Unified Support/Premier Support case and providing the RDS event logs and network traces for deeper analysis.

Jessah Mae Alogon 21 Reputation points

2026-09-03T08:20:55.05+00:00

Hi @Xuan Nhu ,

Thank you so much for your answer. We already checked the Event Logs, in TS04 and yet there is no specific log pointing to the affected users. We have tried also to capture simultaneous log, but the process was the user is connecting directly to TS04. Still issue persist. And as for the network trace, we can see from below command, that the IP Address of the user's machine has 'Eestablished" Connection and "FIN_WAIT_1"