"Your computer can't connect to the remote computer" error because RD Gateway service freezes in Windows Server 2012 R2

This article describes an issue that occurs if you try to access the Remote Desktop Services (RDS) server through Remote Desktop Gateway (RD Gateway) service in Windows Server 2012 R2. A hotfix is available to resolve this issue. The hotfix has a prerequisite.

Symptoms

When this issue occurs, you receive the following error message that prevents you from accessing the Remote Desktop Services (RDS) server:

Your computer can't connect to the remote computer because the Remote Desktop Gateway server is temporarily unavailable. Try reconnecting later or contact your network administrator for assistance.

Additionally, you have to restart the RD Gateway service to regain the access.

You may also notice that the Terminal Services Gateway (TSGateway) svchost.exe process is taking excessive CPU time.

Hotfix information

Important Do not install a language pack after you install this hotfix. If you do, the language-specific changes in the hotfix will not be applied, and you will have to reinstall the hotfix. For more information, see Add language packs to Windows.

A supported hotfix is available from Microsoft. However, this hotfix is intended to correct only the problem that is described in this article. Apply this hotfix only to systems that are experiencing this specific problem.

If the hotfix is available for download, there is a "Hotfix Download Available" section at the top of this Knowledge Base article. If this section does not appear, submit a request to Microsoft Customer Service and Support to obtain the hotfix.

Note If additional issues occur or if any troubleshooting is required, you might have to create a separate service request. The usual support costs will apply to additional support questions and issues that do not qualify for this specific hotfix. For a complete list of Microsoft Customer Service and Support telephone numbers or to create a separate service request, visit the following Microsoft website: Note The "Hotfix Download Available" form displays the languages for which the hotfix is available. If you do not see your language, it is because a hotfix is not available for that language.


Prerequisites

To apply this hotfix, you must have April 2014 update rollup for Windows RT 8.1, Windows 8.1, and Windows Server 2012 R2 (2919355) installed in Windows Server 2012 R2.

Registry information

To use the hotfix in this package, you do not have to make any changes to the registry.

Restart requirement

You may have to restart the computer after you apply this hotfix.

Hotfix replacement information

This hotfix does not replace a previously released hotfix.
File information

Status

Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.

References

See the terminology that Microsoft uses to describe software updates.
Properties

Article ID: 3042843 - Last Review: Nov 12, 2015 - Revision: 1

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