"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

The global version of this hotfix installs files that have the attributes that are listed in the following tables. The dates and the times for these files are listed in Coordinated Universal Time (UTC). The dates and the times for these files on your local computer are displayed in your local time together with your current daylight saving time (DST) bias. Additionally, the dates and the times may change when you perform certain operations on the files.

Windows Server 2012 R2 file information and notes

Important Windows 8.1 hotfixes and Windows Server 2012 R2 hotfixes are included in the same packages. However, hotfixes on the Hotfix Request page are listed under both operating systems. To request the hotfix package that applies to one or both operating systems, select the hotfix that is listed under "Windows 8.1/Windows Server 2012 R2" on the page. Always refer to the "Applies To" section in articles to determine the actual operating system that each hotfix applies to.
  • The files that apply to a specific product, milestone (RTM, SPn), and service branch (LDR, GDR) can be identified by examining the file version numbers as shown in the following table:
    VersionProductMilestoneService branch
    6.3.960 0.17xxxWindows Server 2012 R2RTMGDR
  • The MANIFEST files (.manifest) and the MUM files (.mum) that are installed for each environment are listed separately in the "Additional file information" section. MUM, MANIFEST, and the associated security catalog (.cat) files, are very important to maintain the state of the updated components. The security catalog files, for which the attributes are not listed, are signed with a Microsoft digital signature.
For all supported x64-based versions of Windows Server 2012 R2
File nameFile versionFile sizeDateTimePlatform
Aaedge.dll6.3.9600.17728702,97613-Mar-201503:20x64
Aaedge.mofNot applicable1,26818-Jun-201314:41Not applicable
Aatspp.dll6.3.9600.17728102,40013-Mar-201503:32x64
Aatspp.mofNot applicable1,27118-Jun-201314:41Not applicable
Rap.xmlNot applicable89518-Jun-201314:41Not applicable
Tsgateway.xmlNot applicable42918-Jun-201314:41Not applicable
Tsgclean.exe6.3.9600.17728390,65613-Mar-201503:12x64
Tsproxy-edgeadapter-ppdlic.xrm-msNot applicable2,91013-Mar-201505:17Not applicable

Additional file information

Additional file information for Windows Server 2012 R2
Additional files for all supported x64-based versions of Windows Server 2012 R2
File propertyValue
File nameAmd64_719b04b37cff413374a3f18664df9f16_31bf3856ad364e35_6.3.9600.17728_none_82c53a3d51ed3ca1.manifest
File versionNot applicable
File size711
Date (UTC)13-Mar-2015
Time (UTC)23:09
PlatformNot applicable
File nameAmd64_microsoft-windows-tsproxy-edgeadapter_31bf3856ad364e35_6.3.9600.17728_none_2f0da4f4a07821f9.manifest
File versionNot applicable
File size111,455
Date (UTC)13-Mar-2015
Time (UTC)05:38
PlatformNot applicable
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: 11/12/2015 02:39:00 - Revision: 3.0

Windows Server 2012 R2 Datacenter, Windows Server 2012 R2 Standard, Windows Server 2012 R2 Essentials, Windows Server 2012 R2 Foundation

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