Online Help > Support/Resources > Troubleshooting

Data Sources

Description

 

This chapter contains data source related troubleshooting. Since Remote Desktop Manager supports such a wide array of data sources, there can be multiple causes for connectivity issues.

 

Initial troubleshooting

 

The name of the data source is entered incorrectly

For those data source types that need a host name, please ensure it is typed correctly

 

The machine is unable to resolve the name of the data source host using DNS

For those data source types that need a host name, please ensure that the name you have provided does resolve by the DNS server which is linked to not only your current network connection, but all of the connections that you will use Remote Desktop Manager over.

 

In general, PING is a poor testing tool because the server may have been configured to ignore PING requests. Use NSLOOKUP to help identify the issue.

 

A common issue in a multi-domain environment is that you must use the Fully Qualified Domain Name (FQDN) of a server in order to reach it.  (e.g. srvname.domain.loc instead of srvname)

 

Another common issue is that your DNS cache is corrupt, in that case you can open an elevated command prompt and use the following commands.

 

ipconfig /flushdns
ipconfig /registerdns

 

Opening a VPN has disconnected the local LAN or rendered the data source unreachable

If the network administrator has deemed necessary to tunnel ALL traffic through the connection when a VPN is active, you will have to resort to using our Offline capabilities, ideally paired with our options to automatically Go offline on connection as can be seen in the Advanced section of the VPN entry type.

 

For a Web based VPN, ensure the routes are all valid, i.e. the path followed to reach the remote host is indeed going through the proper interface.

 

An Anti-virus or Firewall is blocking the application.

This may be hard to diagnose but sadly the support department can attest that it occurs quite often. Here are some items to monitor.

 

If you are in a position to do so, it may help to TEMPORARILY disable the AV and the Firewall. You must make an informed decision as to the risk that is involved in your situation. Always enable all security features as soon as you have ascertained if that component was causing the issue.

 

ISSUE

RESOLUTION

Anti-Virus

Set the AV to ignore Remote Desktop Manager, you could also exclude our local configuration folder.

Firewall blocks RDM - all the time

Create a rule to allow RDM to communicate with at the very least your data source host. Keep in mind that, if you use embedded browser sessions, Remote Desktop Manager must have access to the remote hosts on which you open pages.

Firewall blocks RDM - specific network

The firewall rules are tied to the category of the network profile (Public/Private/DomainAuthenticated), ensure that all your network profiles allow for connectivity. Use

netsh interface ip show interfaces and Set-NetConnectionProfile for resolution.