DAT Solutions Internal

Back
Sep 5, 2025 4:40 PM PDT

Keypoint customers can't connect to remote desktop

Updates

  • Sep 22, 2025 1:15 PM PDT

    Keypoint customers have been unable to consistently connect to remote desktop services due to ongoing licensing and remote resource errors, which started on September 5, 2025, and have led to at least 40 active users being unable to log in following a reboot intended to resolve the issue. The original troubleshooting identified configuration issues within CrowdStrike security policies that were blocking RDP access for service accounts, prompting adjustments and a full reboot of the Remote Desktop Services environment. Despite initial improvements, the underlying problems persisted, leading to the reopening of the incident on September 6, and the team is continuing to investigate and monitor the situation while implementing further corrective actions.

    • Meeting
    • Severity: SEV1 (Major)
    • Incident Types: Default The incident was resolved by implementing maintenance fixes across all RDP servers, which resulted in 526 users being successfully logged in, and no new issues were reported. The incident was ultimately classified as mitigated on September 22, 2025, after confirming stable operations with no further customer complaints.
    Resolved
  • Sep 22, 2025 7:12 AM PDT (6 hours and 3 minutes earlier)

    Keypoint customers have been unable to consistently connect to remote desktop services due to ongoing licensing and remote resource errors, which started on September 5, 2025, and have led to at least 40 active users being unable to log in following a reboot intended to resolve the issue. The original troubleshooting identified configuration issues within CrowdStrike security policies that were blocking RDP access for service accounts, prompting adjustments and a full reboot of the Remote Desktop Services environment. Despite initial improvements, the underlying problems persisted, leading to the reopening of the incident on September 6, and the team is continuing to investigate and monitor the situation while implementing further corrective actions.

    • Meeting
    • Severity: SEV1 (Major)
    • Incident Types: Default All of the 30 RDP servers have had the maintenance fix completed and we have 526 users logged on.
    Monitoring
  • Sep 6, 2025 9:43 AM PDT (2 weeks, 1 day, 21 hours, and 28 minutes earlier)

    We are reopening the incident, as the issue persists despite the earlier fix that was implemented. Users are still encountering a similar error as before, indicating that the problem has not been fully resolved.

    We will continue investigating and provide updates as we make progress.

    Investigating
  • Sep 6, 2025 6:52 AM PDT (2 hours and 51 minutes earlier)

    We are continuing to monitor for any further issues.

    Monitoring
  • Sep 6, 2025 6:49 AM PDT (2 minutes earlier)

    The incident was mitigated by identifying the root causes related to licensing and remote resource errors, leading to a restart of the entire Remote Desktop Services (RDS) environment. Additionally, policy rules were adjusted in Crowdstrike to prevent security configuration issues, which improved customer access.

    Monitoring
  • Sep 5, 2025 4:40 PM PDT (14 hours and 9 minutes earlier)

    A connectivity issue caused Keypoint customers to experience problems when attempting to log into remote desktop services, with reports of license-related errors and session terminations. The incident originated on September 5, 2025, at 11:30 AM UTC, and was mitigated by the same day at 11:59 AM UTC, after identifying that the issue stemmed from licensing and remote resource errors affecting customer access. While troubleshooting, a total of 484 customers were logged in, but persistent errors were noted, prompting the team to agree on a planned restart of the entire RDS environment for further resolution on the following Sunday.
    The incident was mitigated by identifying the root causes related to licensing and remote resource errors, and implementing a planned restart of the entire Remote Desktop Services (RDS) environment for further resolution. Additionally, policy rules were adjusted in Crowdstrike to address security configuration issues, which helped improve customer access.

    Monitoring