RD Session Host Agent is not verified

​Symptoms

​The RAS Console displays one or more of the following symptoms for an RD Session Host:

• ​The RD Session Host Agent status is Not verified.
• The server cannot be added to the farm or remains unavailable after it is added.
• The RAS Console reports that the agent is not installed, cannot be contacted, or requires an update.
• The agent installation or verification command does not complete successfully.

​Cause

​The RAS Connection Broker cannot verify or communicate with the RAS RD Session Host Agent on the server. Common causes include:

​The RAS RD Session Host Agent is not installed.

• The agent version does not match the RAS farm requirements.
• The agent service is stopped or the installation is incomplete.
• Network connectivity or firewall rules prevent communication between the Connection Broker and the RD Session Host.
• The server was added to the farm before the agent installation completed.
• The server is using an outdated manual installation procedure.

​Important: The former 2XAgent.exe command-line procedure should not be used as the primary installation method for current Parallels RAS versions. Install the agent from the matching RAS installation package instead.

​Resolution

​1. Verify the server and agent requirements​

1. Confirm that the server is running a supported Windows operating system for the installed Parallels RAS version.
2. Confirm that the server can resolve and communicate with the Connection Broker by hostname and fully qualified domain name.
3. Confirm that required firewall rules allow communication between the Connection Broker and the RD Session Host.
4. Log on to the server using an account with local administrator permissions.

2. Install or reinstall the RD Session Host Agent​

1. Copy the matching Parallels RAS installation file, RASInstaller.msi, to the RD Session Host.
2. Close applications running on the server.
3. Start the installer using an administrator account.
4. At the installation type page, select Custom and click Next.
5. Select RAS RD Session Host Agent.
6. In the feature-selection list, select Entire feature will be installed on local hard drive.
7. Deselect components that are not required on this server.
8. Click Next, click Install, and wait for the installation to complete.
9. Click Finish.

​3. Check the agent from the RAS Console​

1. Open the RAS Console.
2. Select the farm or site containing the RD Session Host.
3. Select RD Session Hosts.
4. Select the affected server.
5. Open the Tasks drop-down menu and select Troubleshooting > Check Agent.
6. Wait for the check to complete and confirm that the server status changes to verified or becomes available.​

The RD Session Host Agent does not require separate configuration after installation. The RAS Console uses the agent check to verify the installation and update the server status.

​4. Verify the agent service:​

1. On the RD Session Host, open Services.
2. Locate the Parallels RAS RD Session Host Agent service.
3. Confirm that the service is running and configured to start automatically.
4. If the service is stopped, start it and run Check Agent again from the RAS Console.​

5. Check connectivity and firewall rules​

1. Confirm that the RD Session Host can resolve the Connection Broker name.
2. Confirm that the Connection Broker can resolve the RD Session Host name.
3. Check Windows Defender Firewall and any network firewall between the servers.
4. Allow the ports required by the installed Parallels RAS version and configured deployment.
5. Run Check Agent again after correcting connectivity or firewall issues.​

Note: Do not disable the firewall permanently as a troubleshooting measure. If a temporary test is required, perform it only during a controlled maintenance window and restore the firewall configuration immediately afterward.​

6. Collect logs if the agent remains unverified​:

If the server remains unverified after reinstalling the agent and checking connectivity, collect the following information before escalating the issue:​

• Parallels RAS version and build.
• Operating system version and build of the RD Session Host.
• Connection Broker and RD Session Host names.
• The exact status and error message displayed in the RAS Console.
• Relevant RAS agent and Connection Broker logs.
• Windows Event Viewer entries generated at the time of the failed verification.
• The result of running Check Agent.​

Use the collected information to determine whether the failure is caused by the agent installation, service state, name resolution, firewall connectivity, or a product defect.​

Related documentation​

• Installing the agent manually​

#- INTERNAL (content below this line is not visible in published article) -​

Status

Draft — pending technical review before publishing.​

Open items before publishing

• The original live KB article could not be retrieved through the available connector, so the exact original wording and scope could not be compared line by line.
• Confirm the exact service display name and any version-specific firewall ports before publication.
• Confirm whether the legacy article should be permanently replaced or redirected to the current RAS Administrator's Guide procedure.​

Customer impact

Per project policy, this article does not name affected customers.​

Related references

• Replaces the legacy manual-agent procedure associated with KB article 123861.
• Current Parallels RAS documentation: Installing the agent manually.
• Jira contains a current RAS investigation involving an RD Session Host remaining in a “Not Verified” state after provider connectivity loss; this supports retaining connectivity and verification checks as troubleshooting areas.