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Titre
RDP connection freezes soon after the initial connection through SRA -
Description
When establishing an RDP connection through Safeguard Remote Access joined to SPS, the session will connect successfully, but the screen will freeze after 2 minutes. This is reproducible and happens every time.
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Cause
During an SRA session, SPS uses a control channel connected to our Azure based service (sra-ygg-prd-usw.servicebus.windows.net = 138.91.242.98) via tcp/443. This control channel has a low-traffic profile, it is mostly silent, there are gaps (several minutes long) between data exchanges.
In this case, there was an intermediary, such as a router or firewall, that was closing the connection after 120 seconds. When the connection was closed, it cause the RDP connection to freeze. -
Résolution
A defect has been to submitted to the product team for review. The proposed solution is to introduce a keep-alive and auto-reconnect functionality, which will assist in maintain the RDP session, in case of a timeout. This change is expected to be included in the SPS 6.12 release. -
Demande de changement
288657