Troubleshooting: 'Unable to Connect' Error Accessing Amazon Workspace

Version Affected: All Versions
 
 

Overview

You may see an "Unable to Connect" error message when attempting to access your Amazon Workspace.

Cause

This can happen if you are connected to a VPN that interferes with Workspace connectivity, if your Amazon Workspace instance needs to be rebooted, or if your Amazon Workspace installation has become corrupted or outdated.

Resolution:

Try the following steps in order:

1. If you are connected to a VPN, disconnect from it and try reconnecting to your workspace.
2. If that doesn't resolve it, contact your Helpdesk to have your workspace rebooted through the Amazon Workspace Console. Log out first, since the reboot process takes 5-10 minutes.
3. If the issue persists, uninstall and reinstall the Amazon Workspace application. Download the latest installer from Amazon WorkSpaces Client Download.
4. If none of the above resolves the issue, contact your Helpdesk -- they can start a remote session, gather logs, and escalate to the engineering team if needed.

Special Considerations

If the issue persists after reinstalling, your Helpdesk may need to check network firewall settings or escalate for further investigation.


 

SecureAuth Knowledge Base Articles provide information based on specific use cases and may not apply to all appliances or configurations. Be advised that these instructions could cause harm to the environment if not followed correctly or if they do not apply to the current use case.

Customers are responsible for their own due diligence prior to utilizing this information and agree that SecureAuth is not liable for any issues caused by misconfiguration directly or indirectly related to SecureAuth products.