Troubleshooting Your RGP Cloud Connection

Follow the steps in this support article: Moving a Cloud Seat to a New Computer

Chrome is the biggest offender. Close anything that isn't RGP, including browser tabs, other applications, and anything running in the background.

Run a speed test on the computer you are connecting from by visiting speedtest.net. If speeds are low or inconsistent, the issue is likely your local network. Reach out to your network administrator. 

If your speed test results look normal but RGP Cloud continues to respond slowly, you can also check for network instability by following the instructions under Check Your Internet Connection's Stability (Ping Test) at the bottom of this article.

A ping test can help identify connection problems that may not appear during a standard speed test.

Ask other staff whether they are experiencing the same thing. If it is just one computer, the issue is likely local to that machine. If everyone is slow at the same time, that is worth reporting to support.

Sometimes a report or RGP window is minimized but still open, which can make other windows appear frozen.

1. Hover over the RGP icons in the taskbar to check whether any reports or other RGP windows are open in the background.
2. If you find one, close it and check whether RGP is responsive again.

1. Click on the cloud desktop to make sure it is active.
2. Navigate to the Task Manager on the cloud desktop via the Windows Icon.
3. Right-click the frozen RGP task and select End Task.

1. On the cloud desktop, click the Windows icon in the bottom left corner.
2. Click the user icon and choose Sign Out.
3. Once signed out, reconnect to the cloud host and check whether the issue is resolved.

Your facility's Cloud Organization Admin can log into the RGP Cloud Dashboard to check the phone number associated with your personal seat and confirm it is correct.

Check the error messages below to see if yours is listed.

• If you find your error: Follow the steps provided for that message.
• If your error is not listed: That's okay. Return to the troubleshooting guide and choose the symptom that best describes what is happening, such as One seat can't connect, Some seats can't connect, or No seats can connect.
• If you follow the steps for your error and still can't connect: Return to the troubleshooting guide and continue based on your symptoms.

The error message does not need to match one below in order to troubleshoot your RGP Cloud connection.

Enter your credentials

This can appear after changes to your computer's domain. Click Cancel on the error, select your connection profile, click Edit, make no changes, click OK, then try reconnecting.

Status Code: 401 - Unauthorized (Facility lookup failed)

Your DNS Endpoint or DNS Port is likely incorrect. Click Edit on your connection profile and check both fields against other working profiles at your facility, letter by letter.

Status Code: 401 - Unauthorized (Username and password do not match)

Your username or password is incorrect. Click Edit and double-check your username. If you have a personal seat, re-enter your password. Personal seats can reset their password at app.rgprocloud.net/reset. If unsure, contact your Cloud Organization Admin.

The system cannot find the file specified

This usually indicates an issue with the RGP Cloud Client installation. Try uninstalling and reinstalling the RGP Cloud Client.

Remote Desktop can't connect to the remote computer

Open your connection profile and confirm the Use authorization service when connecting box is checked. If it was already checked, confirm your internet connection is working and try connecting with a different profile if available.

The remote name could not be resolved: api.rgprocloud.net

This is commonly related to the facility's network, DNS, firewall, or security settings. Contact your IT provider or Internet Service Provider (ISP) for assistance. Ask them to verify that api.rgprocloud.net can be resolved and is not being blocked by their DNS, firewall, VPN, or security filtering.

Note: If your facility moved to a hotspot because of internet issues, this message may also appear because some hotspots do not allow remote desktop connections.

Don't see your error listed, or did the suggested fix not work? Return to the Jump to Your Symptoms section above and continue based on your symptoms or number of seats that cannot connect.

Some error messages have a specific fix you can try. Check the ⚠️I see an error message section above.

• If you could not open this article on that computer: Your computer may not be connected to the internet. Reach out to your network administrator.

• If this article loaded slowly: Your connection may be weak or unstable. Reach out to your network administrator.
• If this article loaded normally: Double-check your network. If you are on Wi-Fi at the facility, try moving closer to the router. If you are off-site, make sure the network you are on allows remote desktop connections.

Is your connection working intermittently?

Even if websites load normally, your computer may be experiencing brief network interruptions that affect RGP Cloud.

If you can sometimes connect but experience unexpected disconnections or intermittent connection failures, follow the instructions under Check Your Internet Connection's Stability (Ping Test) at the bottom of this article.

If the test shows packet loss or inconsistent response times, share the results with your network administrator.

Rebooting can fix backend issues that are preventing the connection. After rebooting, try connecting again.

Open your connection profile and click Edit. Carefully check each of the following:

• DNS Endpoint: Must match your facility exactly. The most common issue is a misspelling. For example, entering xxx.rgpcloud.net instead of xxx.rgprocloud.net.
• DNS Port: Must match other working connection profiles at your facility. A single incorrect digit will prevent connection.
• Username: Double-check spelling, including periods or special characters.
• Password (personal seats): Re-enter your password carefully. Confirm Caps Lock is off.

With help from your Cloud Organization Admin, delete your connection profile and download it again. See How to Move a Cloud Seat to a New Computer for instructions.

• Personal seat: Reset your password at app.rgprocloud.net/reset.
• Workstation seat: Contact your Cloud Organization Admin. See How to Move a Cloud Seat to a New Computer for more details.

Some error messages have a specific fix you can try. Check the ⚠️I see an error message section above.

Note whether the computers that can connect are using Ethernet or are closer to the Wi-Fi router than the ones that can't.

• If the affected computers are on Wi-Fi, try connecting them via Ethernet cable if possible.
• If Ethernet isn't available, reboot your modem and router

Check for network instability

If the affected computers can sometimes connect but experience intermittent connection failures or disconnections, follow the instructions under Check Your Internet Connection's Stability (Ping Test) at the bottom of this article.

Run the test on an affected computer. If possible, compare the results with a computer that is connecting successfully.

If the test shows packet loss or inconsistent response times, contact your network administrator for assistance.

Some error messages have a specific fix you can try. Check the ⚠️I see an error message section above.

If none of your computers were able to open this support article, there is likely an issue with your network or Internet Service Provider. Reach out to your network administrator for help.

Changes by your Internet Service Provider or to your modem and router settings can sometimes prevent cloud connections. Rebooting is the fastest first step.

Frequent disconnects usually point to an unstable internet connection. RGP Cloud requires a constant connection — even a fraction of a second of lost internet will drop the session, even if web pages still load normally. 

You can check for network instability by following the instructions under Check Your Internet Connection's Stability (Ping Test) at the bottom of this article.

If the test shows packet loss or inconsistent response times, contact your network administrator. They may suggest rebooting your modem and router or contacting your Internet Service Provider for further testing.

Wi-Fi networks, though convenient, can be unreliable. If at all possible, connect the affected computers directly to your router using an Ethernet cable.

If you see a red status light near the top of Data Entry and clicking it shows Version Mismatch, it means one or more cloud hosts in your multi-location group did not update when others did. This cannot be resolved without RGP Support logging in to manually update the affected facility.

If you see a message saying the records you are trying to access or update are currently in use and locked by another process, wait a few moments and try the action again. This is usually temporary.

If the message appears again after retrying, contact Rock Gym Pro Support.