locked
VM has stopped responding - Cannot connect with RDP RRS feed

  • Question

  • I have a VM (Win 2012R2) create from the gallery image which I cannot connect to using RDP.  The issue appears to have occurred when the VM was resized from A0 to A1.  I have tried restarting and resizing again but neither have fixed the problem.

    The endpoint is in place and has not changed.  What can be done to recover the VM?

    Friday, October 31, 2014 5:44 PM

Answers

  • Hi LindseyS,

    What is the Exact Error message you are receiving ?

    1. Remote Desktop cannot connect to the remote Azure Virtual Machine

    Sometimes, after you use the Connect button in the Management Portal to start a Remote Desktop Connection, the error message would be prompted as below:

    Figure 1. Error message for Remote Desktop Connection

    If you encounter the error message above, you can start troubleshooting from the three parts below:

    1) Check the basic information for the Virtual Machine that you want to log on:

    1. Check the quick glance in the Dashboard of the Virtual Machine and ensure that the Virtual Machine is running and other parameters are all displayed. If not, please restart the Virtual Machine to see if the issue persists. The figure below is the screen capture of quick glance for an Azure Virtual Machine in our test.

    Figure 2. Quick glance of an Azure Virtual Machine

    Check the endpoint for Remote Desktop to ensure that it is existing or not. If not, you can recreate a new endpoint for Remote Desktop. The figure below is the screen capture of the endpoints for the Virtual Machine lab01.

    Figure 3. Endpoints of an Azure Virtual Machine

    2. Check the Azure Status page to make sure that no known issues happened in the region that the Virtual Machine belongs to: http://azure.microsoft.com/en-us/status/

    3. Besides, resizing the Azure Virtual Machine may fix the issue if there is a problem specific to the host where the Azure Virtual Machine is currently running. Since D: drive will be lost and the internal IP address of the Azure Virtual Machine will also be changed if the Azure Virtual Machine ends up on a different host after resizing, please make sure that no important data on the D: drive and no influence would be caused by changing the internal IP address.

    2) Check the Remote Desktop configuration on the local side

    You need to make sure that Remote Desktop service is not blocked on your local side.

    You can enable Telnet Client on your local computer and run “telnet xxx.cloudapp.net public_port_for_Remote_Desktop” at the command prompt to see if it is able to connect to the VM using the public port of the endpoint for Remote Desktop. If you receive any error message when running the Telnet command, it means a failure.

    In our test, since TCP port 59585 is the public port for Remote Desktop, we ran “telnet lab0.cloudapp.net 59585” at the command prompt in our local computer and it was able to connect. You can refer to the figures below:

    Figure 4. Telnet the public port for Remote Desktop on local side

    Figure 5. Result of Telnet

    You can also connect from different network to see if it is possible to connect. If connecting from a different network succeeds, maybe the Remote Desktop connection is blocked by your local side. Then you can open the related ports to make the Remote Desktop Connection succeed. If the Remote Desktop connection is blocked by the corporate firewall, you need to contact the corporate network administrator for help.

    3) Check changes on the Azure Virtual Machine

    You need to check that if you had done any changes related to Remote connections on the Azure Virtual Machine.

    If you choose the option “Don’t allow remote connections to this computer” in the Remote Desktop settings or disable Remote Desktop in Windows Firewall on the Azure Virtual Machine, you can use the cmdlets below to enable RDP and the necessary Windows firewall rule for the Azure Virtual Machine if you have install VM agent on the Azure Virtual Machine: Get-AzureVM -ServiceName “xxx” -Name “xxx”| Set-AzureVMAccessExtension | Update-AzureVM

    In addition, you can also use Remote PowerShell endpoint to execute PowerShell commands remotely on Azure VM from our local machine to change the related configurations:

    Remote PowerShell in Azure IAAS Virtual Machines

    http://blogs.msdn.com/b/sriharsha/archive/2013/10/26/remote-powershell-in-azure-iaas-virtual-machines.aspx

    2. Your Credentials did not work

    Despite of the error message above, we may also encounter the error message as the figure below:

    Figure 6. Error prompt for Remote Desktop Connection

    In general, this kind of error is due to the credentials is wrong and you need to check the following two parts:

    1) Domain Name

    If you use the admin account or a local user account in the Azure Virtual Machine, sometimes, the default domain name is not the DNS name of the cloud service that the Azure Virtual Machine belongs to. You need to ensure the domain name is correct. You can use the DNS name of the cloud service with username (xxx.cloudapp.net\username) as the user name to connect.

    2) User Account

    If the user account is not the admin account when you create the Virtual Machine, you need to make sure that it has permission for Remote Desktop. In general, for a local user account in the Azure Virtual Machine, you need to make sure that it is added in the Remote Desktop User group.

    3) Password

    If you have forgotten the password for the local user account in the Azure Virtual Machine, you can use the cmdlets below in Windows Azure PowerShell to reset the password:

    Get-AzureVM -ServiceName “xxx”-Name “xxx” | Set-AzureVMAccessExtension -UserName xxx -Password xxx | Update-AzureVM

    After you reset the password, you can use the new password to connect to the Azure Virtual Machine successfully.

    More information:

    How to Log on to a Virtual Machine Running Windows Server

    http://azure.microsoft.com/en-us/documentation/articles/virtual-machines-log-on-windows-server/

    Troubleshooting Endpoint Connectivity (RDP/SSH/HTTP, etc. failures)

    http://social.msdn.microsoft.com/Forums/windowsazure/en-US/538a8f18-7c1f-4d6e-b81c-70c00e25c93d/troubleshooting-endpoint-connectivity-rdpsshhttp-etc-failures?forum=WAVirtualMachinesforWindows

    How to install and configure Azure PowerShell

    http://azure.microsoft.com/en-us/documentation/articles/install-configure-powershell/

    Enable RDP or Reset Password with the VM Agent

    http://blogs.msdn.com/b/wats/archive/2014/03/06/enable-rdp-or-reset-password-with-the-vm-agent.aspx

    Let us know if you still have any trouble with the exact error message and status of VM in the portal

    Regards,

    Shirisha Paderu

    Friday, October 31, 2014 7:19 PM

All replies

  • Hi,

    Thank you for reaching out to us.

    I am currently researching to gather more information with regards to your request.

    I shall revert back to you with an update at the earliest.

    Sincerely appreciate your patience.

    Regards,

    Shirisha Paderu

    Friday, October 31, 2014 6:10 PM
  • Hi LindseyS,

    What is the Exact Error message you are receiving ?

    1. Remote Desktop cannot connect to the remote Azure Virtual Machine

    Sometimes, after you use the Connect button in the Management Portal to start a Remote Desktop Connection, the error message would be prompted as below:

    Figure 1. Error message for Remote Desktop Connection

    If you encounter the error message above, you can start troubleshooting from the three parts below:

    1) Check the basic information for the Virtual Machine that you want to log on:

    1. Check the quick glance in the Dashboard of the Virtual Machine and ensure that the Virtual Machine is running and other parameters are all displayed. If not, please restart the Virtual Machine to see if the issue persists. The figure below is the screen capture of quick glance for an Azure Virtual Machine in our test.

    Figure 2. Quick glance of an Azure Virtual Machine

    Check the endpoint for Remote Desktop to ensure that it is existing or not. If not, you can recreate a new endpoint for Remote Desktop. The figure below is the screen capture of the endpoints for the Virtual Machine lab01.

    Figure 3. Endpoints of an Azure Virtual Machine

    2. Check the Azure Status page to make sure that no known issues happened in the region that the Virtual Machine belongs to: http://azure.microsoft.com/en-us/status/

    3. Besides, resizing the Azure Virtual Machine may fix the issue if there is a problem specific to the host where the Azure Virtual Machine is currently running. Since D: drive will be lost and the internal IP address of the Azure Virtual Machine will also be changed if the Azure Virtual Machine ends up on a different host after resizing, please make sure that no important data on the D: drive and no influence would be caused by changing the internal IP address.

    2) Check the Remote Desktop configuration on the local side

    You need to make sure that Remote Desktop service is not blocked on your local side.

    You can enable Telnet Client on your local computer and run “telnet xxx.cloudapp.net public_port_for_Remote_Desktop” at the command prompt to see if it is able to connect to the VM using the public port of the endpoint for Remote Desktop. If you receive any error message when running the Telnet command, it means a failure.

    In our test, since TCP port 59585 is the public port for Remote Desktop, we ran “telnet lab0.cloudapp.net 59585” at the command prompt in our local computer and it was able to connect. You can refer to the figures below:

    Figure 4. Telnet the public port for Remote Desktop on local side

    Figure 5. Result of Telnet

    You can also connect from different network to see if it is possible to connect. If connecting from a different network succeeds, maybe the Remote Desktop connection is blocked by your local side. Then you can open the related ports to make the Remote Desktop Connection succeed. If the Remote Desktop connection is blocked by the corporate firewall, you need to contact the corporate network administrator for help.

    3) Check changes on the Azure Virtual Machine

    You need to check that if you had done any changes related to Remote connections on the Azure Virtual Machine.

    If you choose the option “Don’t allow remote connections to this computer” in the Remote Desktop settings or disable Remote Desktop in Windows Firewall on the Azure Virtual Machine, you can use the cmdlets below to enable RDP and the necessary Windows firewall rule for the Azure Virtual Machine if you have install VM agent on the Azure Virtual Machine: Get-AzureVM -ServiceName “xxx” -Name “xxx”| Set-AzureVMAccessExtension | Update-AzureVM

    In addition, you can also use Remote PowerShell endpoint to execute PowerShell commands remotely on Azure VM from our local machine to change the related configurations:

    Remote PowerShell in Azure IAAS Virtual Machines

    http://blogs.msdn.com/b/sriharsha/archive/2013/10/26/remote-powershell-in-azure-iaas-virtual-machines.aspx

    2. Your Credentials did not work

    Despite of the error message above, we may also encounter the error message as the figure below:

    Figure 6. Error prompt for Remote Desktop Connection

    In general, this kind of error is due to the credentials is wrong and you need to check the following two parts:

    1) Domain Name

    If you use the admin account or a local user account in the Azure Virtual Machine, sometimes, the default domain name is not the DNS name of the cloud service that the Azure Virtual Machine belongs to. You need to ensure the domain name is correct. You can use the DNS name of the cloud service with username (xxx.cloudapp.net\username) as the user name to connect.

    2) User Account

    If the user account is not the admin account when you create the Virtual Machine, you need to make sure that it has permission for Remote Desktop. In general, for a local user account in the Azure Virtual Machine, you need to make sure that it is added in the Remote Desktop User group.

    3) Password

    If you have forgotten the password for the local user account in the Azure Virtual Machine, you can use the cmdlets below in Windows Azure PowerShell to reset the password:

    Get-AzureVM -ServiceName “xxx”-Name “xxx” | Set-AzureVMAccessExtension -UserName xxx -Password xxx | Update-AzureVM

    After you reset the password, you can use the new password to connect to the Azure Virtual Machine successfully.

    More information:

    How to Log on to a Virtual Machine Running Windows Server

    http://azure.microsoft.com/en-us/documentation/articles/virtual-machines-log-on-windows-server/

    Troubleshooting Endpoint Connectivity (RDP/SSH/HTTP, etc. failures)

    http://social.msdn.microsoft.com/Forums/windowsazure/en-US/538a8f18-7c1f-4d6e-b81c-70c00e25c93d/troubleshooting-endpoint-connectivity-rdpsshhttp-etc-failures?forum=WAVirtualMachinesforWindows

    How to install and configure Azure PowerShell

    http://azure.microsoft.com/en-us/documentation/articles/install-configure-powershell/

    Enable RDP or Reset Password with the VM Agent

    http://blogs.msdn.com/b/wats/archive/2014/03/06/enable-rdp-or-reset-password-with-the-vm-agent.aspx

    Let us know if you still have any trouble with the exact error message and status of VM in the portal

    Regards,

    Shirisha Paderu

    Friday, October 31, 2014 7:19 PM