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RDP connection seems to drop for remote user

Posted on 2009-07-16
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One of our remote users tells me her RDP connections seems to drop randomly.  I can't figure out why.  She has a cable connection & I can't see any setting on her PC that would make it appear to time out (such as power save, etc..).

Here's an email she just sent... Any suggestions?

"I just tested. At 12:02 I minimized my server connection. At 12:15 I clicked on same connection in my Taskbar. When it came up, I was at the login screen where I had to enter my password and my apps that had been open were no longer. I minimized again at 12:17, then at 12:39 went to find my connection in the Taskbar and it was not there. "

 
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Question by:TinaSC
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by:dmoltrup
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Check your server's logs for those times and see what they say.
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by:JdixonCCNA
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Is another user on the machine bumping her session off? Usually this occurs when someone connects to the console session over RDP and leaves it open, then another user attempts to connect to the console session and is prompted to log off the other user to continue. It can also happen by terminating the RDP session via Terminal Services Manager under Start->Programs->Administrative Tools. I don't think either of the situations causes a log of the event out of the box.
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by:TinaSC
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I will check the logs in the AM.  

I don't think another user could bump her session off.  It sounds like that may have to do with only allowing a certain # of users at a time if I'm understanding you correctly?  We've never had a situation where a user needs to be logged off.

It's weird because they say this problem happens randomly & I can't figure out if it's their connection???
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by:TinaSC
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I went through the event log for things that happened under her username around noon yesterday which is when she was getting kicked off (see attached).  Can anyone interpret it for me?

Thanks.

adowning-log.txt
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dmoltrup earned 150 total points
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I believe I have found your problem. Make sure you have the latest version of Symantec Endpoint and Network Access Control. In the updates release list the following is described:


UPHClean points to RTVScan.exe as the root cause of a profile unloading issue on Windows 2000 Professional.
Fix ID: 1484409
Symptom: RTVscan does not shut down within the time allowed by the Windows 2000 system shutdown, causing a Userenv error.
Solution: Added extra checks to verify if COM already initialized.

Go to Release notes for Symantec Endpoint Protection 11.0.x and Symantec Network Access Control 11.0.x for instructions on installing the latest Symantec Maintenance Pack (MR4 MP2).
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by:dmoltrup
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Did you try updating Symantec? Any updates on this issue?
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by:TinaSC
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I've been out sick - I will check your suggestion & let you know - hopefully later today.
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by:TinaSC
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                                                                                                   Ok, maybe a dumb question, but which files should I download?

                        Symantec_Endpoint_Protection_11.0.4202_MR4_MP2_AllWin_EN_CD1.zip                          11.0.4202 MR4 MP2                        463,959,582                        19-May-2009                                                                         SHA-1                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      

 Symantec_Endpoint_Protection_11.0.4202_MR4_MP2_AllWin_EN_CD2.zip                          11.0.4202 MR4 MP2                        466,959,511                        19-May-2009                                                                         SHA-1                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    

 Symantec_Endpoint_Protection_11.0.4000_MR4_AllWin_EN_CD2.zip                          11.0.4000 MR4                        467,068,357                        16-Dec-2008                                                                         SHA-1                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      

 Symantec_Endpoint_Protection_11.0.4000_MR4_AllWin_EN_CD1.zip  11.0.4000 MR4                        421,570,942                        16-Dec-2008
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by:dmoltrup
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You need to read the info. I *believe* you need to install MR4 BEFORE installing MR4 MP2.
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by:dmoltrup
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"This maintenance pack cannot be installed over any versions of Symantec Endpoint Protection or Symantec Endpoint Protection Manager prior to MR4. It must be installed over Maintenance Release 4 (MR4), (MR4-MP1), or (MR4-MP1a)".
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by:TinaSC
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I did read the info.  It was not obvious to me so I was asking for assistance.  I will download MR4.  Thank you.
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by:dmoltrup
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In carpentry there is a famous phrase, "Measure twice, cut once".

I hope you didn't take my comments as condescending. I cannot tell from your message, but it looks like you took me wrong. If you did I'm sorry.

I will say that I have "broken" my Server enough in the past six months to realize that just because an update is available doesn't mean I should install it. I originally had a "WindowsXP" mentality in that when an update pops-up, install it and reset. This is not so with Servers. I have found that you really need to research what the update is and the possible problems associated with it. At this very moment I have a server that cannot be accessed via VPN, and it started the very same day that I applied about 7 updates at once! I did quickly skim through SOME of the release notes, but at the time I figured what could it hurt? The updates are for Microsoft, and by Microsoft.

Anyway, hopefully the update works for you without any glitches.

The last update I tried to apply knocked out my internet. I had to bring my laptop to McDonald's and download a driver for my Server's NIC.
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by:TinaSC
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That's okay.  I think some people get impatient with me because much of the time I don't know what I'm doing, so I appreciate you hanging in there.  

I probably won't get to the updates until the end of the week (or weekend), but I promise not to abandon the question.

Thanks!
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by:dmoltrup
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You're welcome. I have only been administering Servers since about February myself. I was in our Quality Control department checking webforms for accuracy eight hours a day. It wasn't exactly my cup of tea. The Network Admin at the time asked if I wanted to move to IT because he knew I had a lot of general PC experience, and he needed some assistance getting all the issues resolved throughout the day. I happily moved and was just getting comfortable managing some Server functions and dealing with enduser issues. One day in May I came in and found out the Admin had resigned due to some personal issues and he wasn't going to be able to work much anyway. Suddenly our IT department of two became one and now I am the (acting) Server Administrator. Now my goals are to get our Server running 100%, which it hasn't since long before the day I started, and to gain enough experience to leverage myself into an 'official' promotion to Admin, and a pay raise. I administer a network of about 50 users. The rule of thumb is one IT person per 30 users, so I am a little stretched. I work about 60 hours a week because I use the time after everyone goes home to research solutions to our problems, and get the real stuff done. The rest of the day I am running all over the place re-installing printer drivers and troubleshooting other random issues that constantly seem to pop-up.

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by:dmoltrup
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How has it gone?

By the way, I spent today trying to restore internet to my internal PCs. Only the server could access the net. I started working on this issue after running a 'netsh' command, trying to fix something else. So from 6:30pm to 9:30pm Friday, and 7:30am until about 2:00pm today (Saturday), I tried everything I could think of. Finally I discovered that the DHCP scope had been reset from the netsh command! Instead of assigning 192.168.x.x IPs, it was assigning IPs from our external (ISP) IP. I was able to quickly fix it after discovering this, but I felt like a moron the whole time!
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by:TinaSC
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I checked with our external IT support before installing it.  The response from one of them is that he doesn't think it would fix it.  (I'm not sure he understood what I was saying to him).  I'm checking with someone else there at a higher level to see what he thinks.  Hopefully, I can wrap this up tomorrow.... Thanks again.
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by:dmoltrup
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In the Symantec release notes, it states that the latest version fixes this very problem. Sounds like a no-brainer to me! I would definately mention that part to them.
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