Troubleshooting
My account is blocked, what can I do?
Introduction It might occur that your account is blocked and you cannot sign in to the myDRE User Portal. This can have multiple reasons. Providing some information upfront will speed up the process of unblocking the account. Below you can find who ...
No Admin permissions in VM
Introduction Accountable, Privileged and Advanced Members have 'Admin' permissions within a VM. These roles have administrator permission within a VM that allows them to install software and run software as administrator. In rare cases however, VMs ...
Can't open this file error while uploading data
Problem: Some users are reporting that when they add files in the Upload menu from their computer or use drag and drop functionality, using Microsoft Edge or Google Chrome they get an error “can’t open files in this folder because it contains system ...
Error while launching VM via bastion (Chrome and Chromebook)
Problem statement While trying to connect to VM via Bastion, user is redirected to portal.azure.com, but in some cases user might see a error page, which would look like (image attached below) Solution As soon as user sees this error page, go to ...
VM stuck in Status: Unknown
The problem Incidentally, VMs can get stuck in the Status: Unknown rather than deallocated or running. When in this state, the VM cannot be shutdown from the mydre.org portal. The solution You can self-service remedy this state by following these ...
Download request stuck in status file copy pending
Problem: I have submitted a download request, it has been approved but it is stuck file copy pending state Problem: A user has submitted a download request, it's pending for approval, but cannot perform the action because the request is stuck in the ...
Edge users: Cannot download a RDP file
Problem: When trying to download a RDP file to connect to the virtual machine, the download is blocked or the user is being warned that .rdp files may be dangerous. Reason: Since the new version of Edge (version 108) RDP files are being seen as ...
I cannot connect to my virtual machine: 1,2,3 error
Problem I am getting an error "Remote Desktop can’t connect to the remote computer for one of these reasons: 1. Remote access to the server is not enabled; 2. The remote computer is turned off; 3. The remote computer is not available on the network." ...
I forgot my password / MFA on a new phone
Introduction To be able to log in to myDRE you will need an @mydre.org username, your password and multifactor authentication (MFA). Together, these provide your identity on the platform. However, at some point you might forget your password or you ...
Linux - Getting the Inbox
Issue During the deployment on 2021-11-14 a script failed to ensure auto-mounting the new storage account called "Inbox". Fortunately, there is a quick and easy fix for Linux users. We apologize for you needing to do it yourself for existing Linux ...
I: Inbox not visible
After the deployment of new features on 2021-11-14 not all VMs can see the I-drive (Inbox) Resolution In the VM Open File Explorer Go to c:\Scripts Right click MountStorageDriveToVirtualMachine.ps1 and open in notepad or notepad++ If not visible, ...
How to recover data from the C-drive when the VM is inaccessible (Windows)
Introduction There are several reasons why a VM would become inaccessible. While we always suggest storing data on the Z-drive (because it is snapshotted and accessible from every VM within the same workspace), users still might have data on the ...
Network Level Authentication (NLA) error
The problem Incidentally, users can encounter the following error when trying to connect to the Virtual Machine (VM): The solution We have recently identified the cause of this error. The solution is known to us, however it is not self-service for ...
Z:-drive not available in newly created VM from image
Bug description A VM based on an image does not mount the Z-drive for those who were part of the VM from which the image was created. However this is visible: Related to: Create VM-templates for your Workspace Creating VM images for Shared Gallery ...
The connection was denied because the user account is not authorized for remote login
The problem Incidentally, users can encounter the following error when trying to connect to the Virtual Machine (VM): The solution This error occurs when user groups are not correctly added to the VM. In the user group it is defined which user ...
SSPR_0010 error when trying to activate your @mydre.org account
The problem Some users encounter the following error when they try to activate their @mydre.org account, in short SSPR_0010 error: "U kunt uw eigen wachtwoord niet opnieuw instellen omdat de functie voor wachtwoord terugschrijven (dit is de wijze ...
"Annoying": New Data Transfer Approval Request
The problem The Data Transfer Approval Request email notification serves the purpose to notify Owners that there is a Data Transfer Request. However, in certain situations it can be a bit too much for all the Owners to receive this notification each ...
Error: This request is not authorized to perform this operation
The problem Some users incidently encounter the error This request is not authorized to perform this operation when accessing the Files tab in their workspace. The solution The solution is known to us, however it is not a self-service one. ...
Failure to download 0 Unknown Error
The problem Http failure response for https://andrea-datatransfer-api.andrea.p.azurewebsites.net/api/DataRequest/xxxxxxxxxxxxx/file/xxxxx%20%2B%20xxxxx.jpg: 0 Unknown Error The cause There is a '+' or '#' sign in the file name, this translates to ...
(large) file transfer challenges: the files are corrupted, files are missing, MFA time out
Very large files Very large files use a different transfer mechanism in the background to reduce the time needed for upload. For this a temporarily storage location is used (safe, secure, encrypted). The downside is that the files must be moved to ...
I cannot see the Z:-drive
The problem It can happen for some reasons you don't have access to your z:-drive. Windows virtual machine The solutions There are two solutions you can try: Solution 1 - Easiest Solution 2 - Create a support ticket and provide information for ...
I cannot see my workspaces
When logged into DRE, you should see an overview of your workspaces. Do you get the message 'Workspaces loading'? The most common reason for this is that necessary cookies are blocked. DRE only runs on certain browsers with cookies enabled. Cookies ...
I cannot login to mydre.org
All users with a @mydre.org account should be able to log into DRE. If you cannot login, please first see whether there is a message on top of https://mydre.org/ or check the Knowledge base on support.mydre.org mentioning a login/platform-wide ...
I cannot close one or more ports
Opening up ports is assocated with risks. Therefore, once a workspace Owner wants to close ports, this should be possible in a short timeframe. If you cannot close one or more ports in the DRE portal, please contact us as soon as possible by ...