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One Client Computer Suddenly Cannot Connect to Remote Web Access System RRS feed

  • Question

  • We manage a law firm's computer network.  The server operating system is Windows Server Essentials 2012 R2.  We installed the new network in 2015, and overall it has worked very well.

    One of the senior partners at the firm lives a long distance from the office.  As a result, he relies on the Remote Web Access (Anywhere Access) to work remotely.  His desktop computer has Windows 10 and he uses Google Chrome as his primary web browser.

    Until recently, the RWA system has worked very well for him.  Recently, though, he has been unable to connect to Remote Web Access.  Instead his attempt to do so with Chrome results in a timeout error and failure.  Please note that he has used Chrome for this function since 2015 and it has worked consistently and reliably.  Also, he is able to connect to many other web address without problem.

    We tested connecting to their Remote Web Access system from our office, using various browsers, computer and operating systems (Windows 10 and 7).  In every case we have connected easily to RWA.  The only time we experienced the timeout error with Chrome was when we incorrectly typed the RWA address.  Once that was fixed, everything worked perfectly again.

    Given this background and recent problem, does anyone have any ideas how we can fix this?  Thanks very much for your help.


    John

    Tuesday, October 8, 2019 9:27 PM

Answers

  • Hi,

    > His desktop computer has Windows 10 and he uses Google Chrome as his primary web browser.
    Have you confirmed that if same problem happens if he uses Windows system built-in IE as browser? 

    If problem do not happens on IE, if possible, try to re-set the browser settings and check the result.

    Also, if possible, please re-boot the system in Clean Boot, with all 3rd party process disabled at startup, then, only open the browser and try to access RWA to check the result.  

    How to perform a clean boot in Windows:
    https://support.microsoft.com/en-us/help/929135/how-to-perform-a-clean-boot-in-windows

    Best Regards,
    Eve Wang

    Please remember to mark the replies as answers if they help.
    If you have feedback for TechNet Subscriber Support, contact tnmff@microsoft.com.

    • Marked as answer by JN92 Friday, October 11, 2019 2:43 PM
    Wednesday, October 9, 2019 1:47 AM
    Moderator

All replies

  • Hi,

    > His desktop computer has Windows 10 and he uses Google Chrome as his primary web browser.
    Have you confirmed that if same problem happens if he uses Windows system built-in IE as browser? 

    If problem do not happens on IE, if possible, try to re-set the browser settings and check the result.

    Also, if possible, please re-boot the system in Clean Boot, with all 3rd party process disabled at startup, then, only open the browser and try to access RWA to check the result.  

    How to perform a clean boot in Windows:
    https://support.microsoft.com/en-us/help/929135/how-to-perform-a-clean-boot-in-windows

    Best Regards,
    Eve Wang

    Please remember to mark the replies as answers if they help.
    If you have feedback for TechNet Subscriber Support, contact tnmff@microsoft.com.

    • Marked as answer by JN92 Friday, October 11, 2019 2:43 PM
    Wednesday, October 9, 2019 1:47 AM
    Moderator
  • Hi Eve,

    We are going to try both Internet Explorer 11 and Microsoft Edge as two alternative web browsers (to Chrome).  I will let you know what happens.

    Thanks.


    John

    Thursday, October 10, 2019 5:29 PM
  • Hi,

    Please feel free to let us know if there is more questions or concerns. 

    Best Regards,
    Eve Wang

    Please remember to mark the replies as answers if they help.
    If you have feedback for TechNet Subscriber Support, contact tnmff@microsoft.com.

    Friday, October 11, 2019 8:20 AM
    Moderator
  • At first, none of the three browsers worked.  Then it did work with Edge.  Once that happened a single time, all three browsers (including Chrome) now found the RWA site without problem.

    Thanks for your suggestion and help.


    John

    Friday, October 11, 2019 2:45 PM
  • Hi,

    Thank you for taking the time to update the result, if there is any other questions or concerns, please feel free to post on the forum. 

    Best Regards,
    Eve Wang

    Please remember to mark the replies as answers if they help.
    If you have feedback for TechNet Subscriber Support, contact tnmff@microsoft.com.

    Monday, October 14, 2019 1:49 AM
    Moderator