If you cannot sign in, connect, or use the credentials shown in the Virtual Desktop Console, open a support ticket.

When to open a password or access ticket #

Open a ticket if:

• Your virtual desktop password does not work.
• The RDP or SSH connection fails.
• The connection button is disabled.
• Credentials are missing or unavailable.
• Your migrated system does not show a known password.
• You need Spaceport support to reset access.

How to open the ticket #

1. Sign in to the Virtual Desktop Console.
2. Open Support Tickets.
3. Select New Ticket.
4. Choose the System or General category.
5. Select the related virtual desktop if available.
6. Enter a clear subject.
7. Describe the issue.
8. Save the ticket.

What to include #

Include:

• The virtual desktop name.
• Whether you are using RDP or SSH.
• The error message you see.
• Whether the system is Ready, Stopped, or Provisioning.
• Any recent changes, such as redeploy, reboot, or billing update.

Migrated systems #

For migrated systems, the original guest password may not be available in the console.

If the password is unavailable or unknown, open a support ticket and request a password reset.