Can't RDP to instance or reset password

[Ewan McLean]

Hi

I am having a major issue with the compute engine. I am suddenly (since about two days ago) unable to RDP into any instance. Attempting to RDP gives me this error:

I get 'connection refused' when using an external RDP client.

When trying to reset an instance password, I get this error:

I have tried:

• Temporarily opening up the google cloud firewall completely to all sources for all instances (temporarily!)
• Creating a new instance, using a copy of the previous boot disk
• Creating a completely new server 2016 instance
• Tried SSH on a linux instance

I can see the console, but not interact with it.

The routing looks okay. I can access http and https services on two of the instances.

The only other thing that's relevant is that we have a site-to-site VPN over which the servers are joined to our domain. This isn't currently working but I'm unsure if that's because of whatever issue we're having with google cloud compute. If I could access the machines from the internet but they couldn't connect outwards, I would understand this (DNS failure) but given that I can http to it but not RDP to it, I'm not sure it's relevant.

I'm really stuck here and would appreciate any assistance.

Thanks

Ewan

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[Ewan McLean]

Hello

Silly me, my own network firewall was blocking outbound RDP (used to go over the VPN so never needed before)

Fixed that however still can't reset the password.

[George (Google Cloud Support)]

Hello Ewan,

I am glad to hear that your RDP issue is resolved. However, in order to investigate the password reset issue I would like you to provide me with the following:

1. What are the steps that you are following to reset your password?

2. Are you receiving any error messages?

More information about creating or resetting passwords for Windows instances is available in this Help Center article. 

Looking forward to your reply.

Sincerely,

George

[Ewan McLean]

Hi George

Thanks for your reply. I am clicking on the arrow next to the instance and choosing the reset password option. The error is the error I gave in the screenshot above.

Thanks

[George (Google Cloud Support)]

Hello Evan,

According to the error message that you provided, it looks like you are trying to reset the password on the instance while it's being activated and ready for first run. I would suggest giving it some time to boot and then try again. 

Did you try resetting the password while logging into your Cloud Console from an incognito window?

I hope this helps.

Sincerely,

George

[Ewan McLean]

Hi

I am trying to reset instances which have been around for a year.

Incognito makes no difference.

[George (Google Cloud Support)]

Hello Ewan,

To further investigate the issue, I would like you to provide me with the following:

1. Did you try resetting the password using the gcloud command?

2. As you mentioned before, you are able to access the instance via RDP, did you try resetting the password from the instance itself while logged in? 

3. Is this affecting all your instances or some of them? 

4. Did you try resetting the password on a newly created Windows instance?

If it's possible to privately provide me with the HAR files while trying to reset the password, the project ID and the affected instance name so I can have a better insight about the issue.

Looking forward to your reply.

Sincerely,

George

[Ewan McLean]

I have re-established domain connectivity so no longer need this fixed.

[dorian hidalgo]

Hi, i'm having a trouble, I can't access to the windows server using rdp and remote desktop, If you can help me, thanks.