Resolved -
The issue is now resolved.
Aug 27, 23:00 UTC
Update -
We believe we have identified the fault that was causing issues connecting to the Author module, and our operations team have deployed a fix.
- This fix should make it possible for everyone to connect to Author via browser.
- Remote Desktop Connections will be possible for most users, but you may experience issues if your registry has been set to RDGClientTransport=1.
For users experiencing this issue, you can view more information on status.author-it.com (see the update dated Aug 22, 2024 - 07:57 UTC) and we’ll be posting the same information to Author-it Community soon.
We will continue to monitor the situation.
We sincerely apologize for the inconvenience this has caused.
Aug 23, 02:27 UTC
Update -
Hello,
we are aware of the impacting issue we're facing with accessing Author (through Remote Desktop Connection - via Desktop and Browser both).
We are working extremely hard with our Operations, Development and Infrastructure team to resolve this issue as soon as possible, this is our top priority. We will continue to update you as soon as there is a fix or workaround.
Aug 23, 00:29 UTC
Update -
Important Update Regarding RDP Stability and Protocol Changes
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Dear Customer,
We would like to update you about the ongoing stability issues you may have experienced while connecting to Author via Remote Desktop Connection.
Previously, Microsoft made changes to the Remote Desktop Protocol (RDP) that led to connection problems for computers using modern protocols instead of the “legacy” RDP protocol (Remote Procedure Call over HTTP). These were commonly resolved by hard-coding the registry to set RDGClientTransport=1 which enforced the use of the legacy protocol.
In July 2024, Microsoft released a patch set (KB5040430, KB5040434, KB5040437) that introduced instability in connections to the Remote Desktop Gateway service, causing intermittent drops to RDP connections. Microsoft has acknowledged that these patches impact the legacy protocol.
At the end of July, we removed this patch set so that we could continue to support the legacy protocol and provide you with maximum flexibility. However, with the latest updates, this patch set has become mandatory and cannot be removed without causing other functions within the Remote Desktop Gateway to stop working.
Given this development, we plan to disable the legacy protocol and require the use of Microsoft’s preferred protocols. This change may affect customers who have forced the use of RDGClientTransport, potentially making them unable to open the Author module via Remote Desktop Connection.
Before we disable the legacy protocol, we strongly recommend that your IT department reviews your registry settings and makes any necessary changes to your Group Policy Objects (GPOs) to prevent a potential loss of service.
The Registry setting that may need to be updated manually or via a GPO is identified in https://support.microsoft.com/en-us/topic/july-9-2024-kb5040434-os-build-14393-7159-40d1baef-65b4-467f-9bd9-729d369fcc4c and is:
'HKEY_CURRENT_USER\Software\Microsoft\Terminal Server Client' ValueName 'RDGClientTransport'
You may need to either remove this registry key or set it as a DWORD with value 0.
Our current intention is to disable the legacy protocol as soon as possible, and no later than mid-September 2024.
Please note that we don’t expect this change to impact the ability to open Author in the browser, though this is still to be confirmed.
We appreciate your cooperation and will continue to monitor the situation and provide updates as necessary.
Aug 22, 07:57 UTC
Update -
GX2 RDP and RDP Browser functions are functioning, but not 100% stable at this time.
Aug 20, 19:23 UTC
Update -
We are continuing to work towards restoring the environment back to 'Normal' in a couple of hours at approximately 04:00 UTC we will have a brief outage for the Author RDP & Author Browser services.
Please save all work and exit the Author application to avoid problems reconnecting.
A separate maintenance notification will be posted for this work.
Aug 20, 01:21 UTC
Monitoring -
We will continue to monitor the situation while we continue to look for the root cause.
Aug 18, 16:03 UTC
Identified -
We have identified a temporary work around.
Some RDP sessions should now be possible. However there will continue to be degraded service and disruption as we cut sessions over.
Aug 18, 14:41 UTC
Update -
Due to an issue with the Author-it RDP servers, we have expended the downtime for the AIT 2024.R4 release.
We will update as soon as we resolve this issue.
Impact- Currently users will not able open the Author application on Browser nor Desktop. However Contribute and other functions are working as normal.
We are sorry for the inconvenience
Aug 18, 13:52 UTC
Investigating -
The RDP services have failed to come back online after the GX2 AIT-2024.R4 release.
We are currently working on this issue.
Other services including Contribute appear to be functioning properly.
Aug 18, 10:31 UTC