Stuck at "waiting for Connection"

Discussion in 'Parallels Client for Windows' started by ThomasG24, Mar 18, 2019.

  1. ThomasG24

    ThomasG24 Bit Poster

    Messages:
    7
    Hey Guys,
    we've encountered a strange issue on a client remote computer. We've installed there the recent version of parallels ras client (20735).
    Now we want to connect it to our Parallels RAS Server. As all other customers can work fine with our RAS server the server have to be configured right.

    Now the Issue:
    We installed the RAS Client with the version 20735. Then we configured 2 connections to our RAS Server, one with the FQDN as server address and the other with a IP address. In the next step we try to connect the client with the server but everytime its stucks at "waiting for connection". The log files on the client are fine. There are only entries that the printers are initialized. The curious thing is that the policies provided from our RAS server are applied on the client. But we cant open any application or RDP sessions because the clients stucks at "waiting for connection"
    Client Settings:
    - Windows 10
    - ESET Anti Virus
    - Firewall Settings are fine.

    Sorry for the bad english,
    best regards from germany,
    Thomas
     
  2. jpc

    jpc Kilo Poster

    Messages:
    295
    @ThomasG24, To ensure that the RDP connectivity is fine, I would suggest to create an RDP connection (to the server hosting the application) via the RAS Client and launch it.

    Based on the outcome:
    * If the connection was successful, try publishing a Desktop (to the server hosting the application) via RAS and test again.
    * If the connection fails, and no error message (UI or logs (you may wish to try verbose logging)) is provided, it could be a problem with the updated RAS client. If an mstsc connection (from the same machine) to the server hosting the application is successful, you may need to contact support directly.

    Please note that as a "rule of thumb", if you are having connectivity problems, always wait for the "connection dialog" to disappear and dismiss the connection error message box once it is shown before launching subsequent applications.
     
  3. ThomasG24

    ThomasG24 Bit Poster

    Messages:
    7
    Hey @jpc
    the rdp connection works fine.
    The problem is that we are stuck at the connection dialog and we cant access any published applications. And the logging doesn't show anything except of that he has initialized the printer correctly
     
  4. Maria@Parallels

    Maria@Parallels Parallels Team

    Messages:
    3,553
    Thomas, could you please disable antivirus and try to connect again.
    Provide us with the results please.
     
  5. jpc

    jpc Kilo Poster

    Messages:
    295
    @ThomasG24 Apart from reporting the result of the test asked by @Maria@Parallels, could you please also tell us the results of:
    * Create "Standard RDP connection" using RAS Client and connect
    * Create "RAS Connection" using RAS Client and without any policies enforced from the RAS Server and connect
     
  6. ThomasG24

    ThomasG24 Bit Poster

    Messages:
    7
    Sorry for the late reply!
    Both connection types does not work. We tested also to disabled the AntiVirus and the Firewall but no connection.
    It stucks everytime at "Connecting, please wait..."
    And the logs doesnt show anything else...
     
  7. jpc

    jpc Kilo Poster

    Messages:
    295
    @ThomasG24 From your reply, if neither a "Standard RDP connection" nor a "RAS Connection" (I suppose in Gateway SSL mode) worked, then the RDP server (not the GW) seems to not be accessible from the remote client. If you are using a "RAS Connection" in Direct (or Direct SSL) mode, you could double check that the "Direct address" configured in the RDSH server is set properly (and is accessible). If it is neither of these cases, I suggest to report the issue to support (if you haven't done so already).
     
  8. ThomasG24

    ThomasG24 Bit Poster

    Messages:
    7
    Hey,
    the solution for this issue was to use the 32Bit Client and NOT the 64Bit Client.
    After using the 32bit Client everythings works well

    Best regards,
    Thomas
     
  9. Eugene. K.

    Eugene. K. Parallels Team

    Messages:
    41
    Thomas, this is a pretty interesting behavior we would like to take a look at. Especially after you are stating that reinstalling 32bit Client helps.
    Please send me (via direct message) Client logs. We would like to check them carefully by ourselves.

    Do you still have a place to reproduce the problem with x64 Client? If yes, then please check this:
    upload_2019-7-2_11-19-26.png
    1) Set "Show desktop if published application doesn't start within" to 1 second.
    2) Connect to an application from RAS Client and check if there are any extra popup windows or messages while connecting to the application.

    Thanks in advance.
     
  10. ZIMZ

    ZIMZ Bit Poster

    Messages:
    22
    Then we configured 2 connections to our RAS Server, one with the FQDN as server address and the other with a IP address. In the next step we try to connect the client with the server but everytime its stucks at "waiting for connection". The log files on the client are fine. There are only entries that the printers are initialized. The curious thing is that the policies provided from our RAS server are applied on the client. But we cant open any application or RDP sessions because the clients stucks at "waiting for connection"
     
  11. ZIMZ

    ZIMZ Bit Poster

    Messages:
    22
    If the connection was successful, try publishing a Desktop (to the server hosting the application) via RAS and test again.
    * If the connection fails, and no error message (UI or logs (you may wish to try verbose logging)) is provided, it could be a problem with the updated RAS client. If an mstsc connection (from the same machine) to the server hosting the application is successful, you may need to contact support directly.
     

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