EC Payee Services (ECPS) - Troubleshoot Remote Desktop Connectivity

See EC Payee Services (ECPS) - New Workstation Setup for an understanding of their configuration

Also see the Virtual Server diagram for an understanding of how their server/virtual server configuration is laid out.

Password is incorrect

If the password is incorrect, you'll need to:

1. Login to the ECPS Cloud Server in ScreenConnect as our Domain Admin (see PCRT)
2. Open Hyper-V Manager
3. Open VS-ECPAYEE-AD
4. Login to the VM as our Domain Admin
5. Open Active Directory Users and Computers
6. Reset the user's password - all users should be in the ECPAYEE folder in ADUC

When prompting the user to enter their username and password, be sure to specify the format ECPAYEEusername, where the slash is a backslash. A forward slash will not work here.

Cannot connect

If you get a generic connectivity error, then either the server IP is entered incorrectly or the user is IP-banned. If you've already confirmed that the server IP is correct (see the ECPS Remote Desktop Setup Guide), then it's likely that they are IP-banned instead.

IP is banned

The EC-PAYEE-TS02 Virtual Server has a program called EvilWatcher that bans IPs that attempt to login incorrectly too many times (similar to fail2ban and RDP Guard).

To check for IP bans and remove them from the ban list:

1. Connect to the EC-PAYEE-TS02 virtual server either directly via ScreenConnect or via Hyper-V on the Cloud Server (host).
2. Open EvilWatcher Console (shortcut on the desktop)
3. Look for the user's public IP (ask them to visit https://ipinfo.tw to get you their public IP)
   1. If their IP is listed in the tempoary banned IPs list, then it was banned due to too many failed login attempts and can be removed from the list
   2. It may also be in the permanently banned IPs list, and can also be removed from there
   3. Do not whitelist IPs unless instructed to do so by your manager
4. The user should be able to login now