Remote Desktop Services - Troubleshooting
Overview
From time to time, users may experience connection problems with RDS. On this page, you’ll find solutions to commonly reported issues.
When RDS is Showing a Black Screen
Issue:
Black Screen
Solution:
Sign Out & Sign Back In
After signing in, you may encounter a black screen that persists for a period of time that looks like this:
If that happens, follow the steps below:
Step 1: Use a keyboard shortcut to access the menu.
On Windows: Ctrl + Alt + End
On MacOS: fn + Control + Option + Backspace
Step 2: Select the “Sign out” option from this menu. Once you are logged out, try signing into RDS again.
Missing Icons, Connection Errors, or Certificate/SSL Warnings
Issue:
Missing Icons, Connection Errors, or Certificate/SSL Warnings
Solution:
Clearing the Site’s Cache and Cookies
If you notice issues such as missing icons, connection errors, or certificate/SSL warnings, a quick solution is to clear the browser cache specific to rds.syr.edu. This means you won't be erasing all your saved website data, just the data associated with the RDS site.
To remove only the cookies/cache from rds.syr.edu on Google Chrome or Microsoft Edge, follow the steps below:
Step 1: Select the “View site information” icon from your browser’s address bar:
Step 2: Click on the "Cookies and site data" tab > “Manage on-device site data” to open a new pop-up window:
Step 3: Delete the websites listed under the section titled: “Data from the site you’re visiting”.
To do so, click on the trash icons for all items listed under this section (shown below). Once they have been removed, select “Done” at the bottom of the window to finish clearing the cookies/cache that are specific to the RDS site:
Server Authentication Cerificate Error
Issue:
Server Authentication Certificate Error
Solution:
Clear the SSL Cache for your Operating System/Browsers
Encountering an unexpected server authentication certificate warning? This typically means there's a discrepancy between the server's certificate and the one your system expects. Clearing the SSL cache can help. To do so, please follow the device and browser-specific instructions below:
Windows Computers using Google Chrome or Microsoft Edge:
Start Menu > Internet Options > Control panel > Clear SSL State > OK
Search for and open Internet Options from the Windows Start Menu:
In the dialogue box that appears, select the Content tab.
Click Clear SSL State button followed by “OK” to complete the action:
MacOS Computers using Google Chrome:
Chrome > Kebab Menu > Delete Browsing Data > Time Range = All time > Delete Data
In Google Chrome, and open the kebab menu ( ⋮ ) found at the upper right corner of the browser window. Here, you’ll find the Delete browsing data option:
In the new window that appears, ensure the Time range drop-down menu is set to All time. Select “Delete data” to complete the action:
Getting Help
We're here to ensure you have a smooth experience with RDS. If you need assistance:
Students: Feel free to reach out to the ITS Help Desk directly. Call us at 315-443-2677, email at help@syr.edu, or drop by in person at the ITS Service Center. Further information regarding hours and location can be found on the ITS Service Center page.
Faculty and Staff: For the most efficient support, it's recommended to start with your respective academic or administrative support teams. They're equipped with tools and knowledge tailored to your needs.