Unexpected Disconnections

Under certain circumstances, a user may be unexpectedly disconnected. Common reasons include:

Session displacement (Windows targets) — another user logged in with the same credentials, or a second RDP session initiated when the server permits only one interactive session.

Administrative termination — Session ended by an admin via Platform portal or policy-based automatic termination (max duration, suspicious activity trigger).

Session recording enforcement failure — Platform session recording services are temporarily disrupted.

To help with troubleshooting, the following error message is shown to make it easier to identify the problem. If you need to open a help ticket with Delineaa Support, please click the Copy Debug Info button and include the debug info with your help ticket when describing the problem encountered.

An example of the information copied and to be included with your Delinea Support request is shown below:

Copy

[Thu, 29 Jan 2026 18:17:52 GMT] [Application] [Tenant Url] [params: "https://mycompany.delinea.app"]
[Thu, 29 Jan 2026 18:17:52 GMT] [Application] [Handle global application state] [params: {"state":"CONNECTING"}]
[Thu, 29 Jan 2026 18:17:53 GMT] [Application] [Loaded application] [params: {"id":"xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx","lang":"en","clusterName":"platformusxxxxxxxxx"}]
[Thu, 29 Jan 2026 18:17:53 GMT] [Application] [Get session configuration successfully] [params: {"platformUserId":"xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx","platformUserName":"user@mycompany","startTime":"2026-01-29T18:17:52.176Z","authMethod":"secret","tunnelId":"xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx","siteName":"Default","secretId":xx,"secretName":"XXX XXXX - XXXX XXXX","hostName":"10.1.0.1","protocol":"rdp","clipboardStatus":"DisabledByVault","clusterName":"platformusxxxxxxxxx","fileUploadStatus":"Enabled","fileDownloadStatus":"Enabled","sessionKey":"xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx","keyboardLayout":"en-us-qwerty","praTrialBanner":false,"praTrialBannerEndDate":"0001-01-01T00:00:00Z"}]
[Thu, 29 Jan 2026 18:17:53 GMT] [Websocket] [Handle connect] [params: {"width":1871,"height":1082,"foreground":"d1d1d1","host":"10.1.0.1","id":"xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx","protocol":"rdp","secretId":xx,"clusterName":"platformusxxxxxxxxx","kbdLayout":"en-us-qwerty"}]
[Thu, 29 Jan 2026 18:17:53 GMT] [Websocket] [Connect] [params: "width=1871&height=1082&foreground=d1d1d1&host=10.1.0.1&id=xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx&protocol=rdp&record=undefined&recordingformat=undefined&secretId=xx&clusterName=platformusxxxxxxxxx&kbdLayout=en-us-qwerty"]
[Thu, 29 Jan 2026 18:17:53 GMT] [Websocket] [Handle client state change] [params: "1"]
[Thu, 29 Jan 2026 18:17:53 GMT] [Application] [Set additional configuration] [params: {"name":"kind-panda-mycompany","version":"1.0.32","workload_version":"","uptime":"17516"}]
[Thu, 29 Jan 2026 18:17:57 GMT] [Websocket] [Handle client state change] [params: "3 CONNECTED"]
[Thu, 29 Jan 2026 18:17:57 GMT] [Application] [Handle global application state] [params: {"state":"CONNECTED"}]
[Thu, 29 Jan 2026 18:18:21 GMT] [Websocket] [Handle client state change] [params: "3"]
[Thu, 29 Jan 2026 18:18:21 GMT] [Websocket] [Handle client state change] [params: "1"]
[Thu, 29 Jan 2026 18:18:25 GMT] [Websocket] [Handle client state change] [params: "3"]
[Thu, 29 Jan 2026 18:18:25 GMT] [Websocket] [Handle client state change] [params: "1"]
[Thu, 29 Jan 2026 18:18:34 GMT] [Websocket] [Handle client state change] [params: "3"]
[Thu, 29 Jan 2026 18:18:34 GMT] [Websocket] [Handle client state change] [params: "1"]
[Thu, 29 Jan 2026 18:19:13 GMT] [Websocket] [Handle client state change] [params: "3"]
[Thu, 29 Jan 2026 18:19:13 GMT] [Websocket] [Handle client state change] [params: "1"]
[Thu, 29 Jan 2026 18:19:23 GMT] [Websocket] [Handle client state change] [params: "3"]
[Thu, 29 Jan 2026 18:19:23 GMT] [Websocket] [Handle client state change] [params: "1"]
[Thu, 29 Jan 2026 18:19:25 GMT] [Websocket] [Handle client state change] [params: "3"]
[Thu, 29 Jan 2026 18:19:25 GMT] [Websocket] [Handle client state change] [params: "1"]
[Thu, 29 Jan 2026 18:19:35 GMT] [Websocket] [Handle client state change] [params: "3"]
[Thu, 29 Jan 2026 18:19:35 GMT] [Websocket] [Handle client state change] [params: "1"]
[Thu, 29 Jan 2026 18:19:37 GMT] [Websocket] [Handle client state change] [params: "3"]
[Thu, 29 Jan 2026 18:19:37 GMT] [Websocket] [Handle client state change] [params: "1"]
[Thu, 29 Jan 2026 18:19:48 GMT] [Websocket] [Handle tunnel error] [params: {"errorCode":521}]
[Thu, 29 Jan 2026 18:19:48 GMT] [Application] [Handle global application state] [params: {"state":"CLIENT_ERROR","error":"anotherConnection"}]
[Thu, 29 Jan 2026 18:19:48 GMT] [Websocket] [Handle client state change] [params: "5 DISCONNECTED"]
[Thu, 29 Jan 2026 18:19:48 GMT] [Application] [Handle global application state] [params: {"state":"DISCONNECTED"}]
[Thu, 29 Jan 2026 18:19:48 GMT] [Websocket] [Handle client state change] [params: "4 DISCONNECTING"]
[Thu, 29 Jan 2026 18:19:48 GMT] [Websocket] [Handle client state change] [params: "2"]