Symptoms

The "Connection timeout, please reopen" message appears when an Elastic Desktop Service (EDS) client is used to connect to a Windows cloud desktop. The cloud desktop fails to be opened.

Causes

When an EDS client fails to connect to a cloud desktop, the cloud desktop is unable to communicate with backend components. This problem may occur due to one of the following possible causes:
  • The IP address of the cloud desktop has changed.
  • The NICs of the cloud desktop are disabled.
  • The route table of the cloud desktop is damaged.
  • Port 80 is enabled for the cloud desktop but is occupied by a process other than System.

Solutions

  1. Log on to the EDS console.
  2. In the top navigation bar, select a region.
  3. In the left-side navigation pane, click Cloud Desktops.
  4. On the Cloud Desktops page, find the cloud desktop and use one of the following methods to send remote commands:
    • Click the More icon icon in the Actions column and select Send Remote Commands.
    • Click the cloud desktop ID to go to the details page. Click the Command Execution Details tab and then click Send Remote Commands.
  5. In the Send Remote Commands dialog box, select PowerShell for Command Type, enter a command, and then click Execute.
    Perform the following operations to check the possible cause to the problem:
    • Run the ipconfig command to view the IP address of the cloud desktop.

      Check whether the IP address has changed in the command output. By default, each cloud desktop has two NICs. One NIC is an internal NIC used to control traffic. IP addresses are assigned from the 10 or 172 CIDR block. The other NIC is for daily use. IP addresses are allocated by the system from the CIDR block of the vSwitch.

      If the IP address is changed, you can use one of the following methods to change it back to the original IP address:
      • Configure the NIC to automatically obtain an IP address

        Run the Get-NetIPInterface command to check the NIC index and then run the following command to configure the NIC to automatically obtain an IP address:

        Set-NetIPInterface -InterfaceIndex NIC index
      • Configure an IP address

        Run the Get-NetIPInterface command to check the NIC index and then run the following command to configure the IP address and prefix length of the NIC:

        Set-NetIPAddress -InterfaceIndex NIC index -IPAddress IP address -PrefixLength Prefix length
      Note If you have tried the preceding methods and the problem still persists, contact Alibaba Cloud technical support.
    • Run the Get-NetAdapter command to view the NICs of the cloud desktop. Check whether the NICs are disabled.

      Check whether both NICs are in the Up state in the command output.

      If an NIC is not in the Up state, the NIC is disabled. You can run the following command to enable the NIC:
      netsh interface set interface "NIC name" enabled
    • Run the route print command to view the route table of the cloud desktop. Check whether the route table is damaged.
      Check whether the route table contains the IP address and 100.64 CIDR block of the cloud desktop and the 10 or 172 CIDR of the management component in the command output.
      Note If the route table is damaged, contact Alibaba Cloud technical support.
    • Run the following commands to view the occupancy of Port 80. Check whether Port 80 is occupied by a process other than System.
      1. Obtain the PID of the process that occupies Port 80.
        netstat -ano |findstr ":80"
        By default, Port 80 is used for communication with backend components. The corresponding PID is 4.
      2. Check the process that occupies Port 80.
        tasklist /fi "PID eq PID"    #PID is the PID obtained in the previous step.
        Check the process that occupies Port 80 in the command output. By default, the process has an image name of System and a session name of Services.
      Note If Port 80 is occupied by other processes, contact Alibaba Cloud technical support.