RDP Application Errors and Troubleshooting

The following table describes errors in RDP applications and how to resolve them.

These errors are encountered by end-users when they try to access through the web client, or after the launcher file is initiated.

Admins can see the error in the Insight section in the Management Console: the Users screen and the Applications screen.

In case you need to send a HAR file, follow the steps here.

20202020
RDP Application ErrorSolution
Session blocked due to security policyCreate a policy rule that provides access to the application
This RDP launcher file is registered to another user. Download a new file in the User Portal.Download a new launcher file in the User Portal
This RDP launcher file is affiliated with another user's IdP credentials. Download a new launcher file in the User Portal.Download a new launcher file in the user portal
Access to the application was blocked due to the organization's security policyEdit the RDP security profile to allow web/native RDP client.
RDP token was revoked. Download a new RDP launcher file from your portalDownload a new RDP launcher file from the User Portal
An error had occurred, try to reconnect or download a new RDP launcher fileTry to reconnect or download a new RDP launcher file. If the problem persists, contact customer support [email protected]
The remote desktop is unreachable, make sure it is onlineMake sure the application server is online. In addition, ensure the connector can access the application server and is not blocked by a firewall.
Axis encountered an error processing your request, try to reconnectMake sure your connectors are online or deploy new connectors to the connector zone.
RDP session timed out, the session will end in 5 minutesDownload a new RDP launcher file from the user portal