Plus2: Unexpected Disconnects, Freezes or Crashes

Problem

When using Plus2 through Gladstone Cloud, your session may unexpectedly disconnect, freeze, or crash. This may require you to shut down the Remote Desktop or Windows App client and, in some cases, reboot your computer before Plus2 and attached devices (such as scanners and printers) work correctly again.

Root Cause

Azure Virtual Desktops (AVD), which Gladstone Cloud uses to provide access to Plus2, requires a consistent and unfiltered network connection. Proxy servers and web filtering solutions (such as Smoothwall) on your local network can disrupt this connection, causing instability and unexpected disconnects or freezes.

Resolution

1. Exempt AVD Devices from Proxy and Web Filters

   • Ensure that devices connecting to AVD and Plus2 are exempted from proxy servers and web filtering solutions (for example, Smoothwall).
   • Route these devices around any proxy or web filtering to maintain a clear network path to AVD.

2. Allowlist Required AVD Web Addresses on Your Firewall

   • Add the necessary AVD web addresses (FQDNs) to your network firewall's allowlist.
   • Full details and the list of required addresses can be found in the Microsoft documentation under the 'End user devices' section: Required FQDNs and endpoints for Azure Virtual Desktop.

   Important:
   It is recommended to allowlist by web address (FQDN) rather than by IP address. Microsoft's IP addresses may change over time, and IP-based allowlists will require ongoing manual updates.

3. If You Can Only Allowlist by IP Address

   • If your firewall cannot allowlist by FQDN, use Microsoft's published IP ranges: Azure IP Ranges and Service Tags – Public Cloud.
   • Download the JSON file and locate the following Service Tags for required IP addresses:
     • WindowsVirtualDesktop.UKSouth
     • WindowsVirtualDesktop.UKWest

Notes

• Troubleshooting:

  • If Plus2 disconnects or freezes repeatedly, check if a proxy or web filter is in the network path. Exempt the affected devices and ensure all relevant FQDNs are allowlisted on your firewall.
  • If peripherals (such as scanners or printers) stop working after a disconnect, a full reboot of your computer may be required to restore their functionality.
  • If disconnections continue after allowlisting FQDNs, verify that all required addresses under the 'End user devices' section have been added. If you are using IP-based rules, ensure they are up to date or switch to FQDN allowlisting if possible.
  • If you are unsure which IP addresses to allowlist, download the Azure IP Ranges JSON file and search for the WindowsVirtualDesktop.UKSouth and WindowsVirtualDesktop.UKWest service tags.

• For further assistance, see related articles or contact Gladstone Support.

This page as markdown · All pages · llms.txt