RDP/SSH troubleshooting

Diagnose and resolve problems connecting to servers over the browser-based RDP and SSH terminal

  2 minute read  

See Remote server access for setup and requirements.

Cloud Management Platform (CMP) runs the remote terminal through two Guacamole services on the CMP server: the Guacamole daemon (guacd) and the Guacamole websocket service (guacg).

Remote connections cannot be established

  1. Confirm the RDP/SSH requirements are met.
  2. Check the CMP logs for error messages.
  3. On the CMP server, confirm that the guacd and guacg services are running: systemctl status guacd guacg.
  4. From the CMP server, confirm you can reach the target server’s port: telnet SERVER_IP 22 for SSH or telnet SERVER_IP 3389 for RDP. If telnet is not installed, use nc -vz SERVER_IP 22.
  5. Check your browser’s JavaScript console for errors, warnings, or other diagnostic information.
  6. Review /var/log/cloudbolt/guacd.log and /var/log/cloudbolt/guacg.log for error messages.

If none of these steps identify the problem, contact Support with your CMP logs and a screenshot of your browser showing the JavaScript console open and any errors.

“DISCONNECTED: SSH to …” warning

This warning, seen when connecting through the SSH server action, usually indicates an SSH algorithm mismatch: the message authentication codes (MACs) or ciphers offered by the CMP instance’s SSH client configuration (ssh_config) do not overlap with those the target server’s SSH daemon accepts (sshd_config).

  1. On the target server, view the sshd MACs and ciphers: run sshd -T for the effective configuration, or view /etc/ssh/sshd_config.
  2. On the CMP server, open the SSH client configuration, usually at /etc/ssh/ssh_config.
  3. Ensure that at least one MAC and one cipher match between the two configurations.