Remote desktop connection issues

Summary

This guide helps you troubleshoot and resolve: Remote desktop connection issues. Follow the steps below to fix the issue.

Common Causes

Problem

You cannot connect to another computer remotely using Remote Desktop (RDP), or the connection keeps dropping.

Symptoms

• “Remote Desktop can’t connect to the remote computer” error
• Connection fails after entering credentials
• Screen goes black during connection
• “This computer can’t connect to the remote computer” message

Prerequisites for Remote Desktop

• Remote Desktop must be enabled on the target computer.
• The target computer must be running Windows 10/11 Pro, Enterprise, or Server. Windows Home editions cannot act as an RDP host.
• The user must be a member of the Remote Desktop Users group.
• Network Level Authentication (NLA) must be enabled on both machines.
• You need the computer name or IP address.
• You need authorisation to access the remote computer.
• Both computers need network access and the firewall must allow TCP port 3389 inbound.
• The target machine must not be set to sleep or hibernate.

Solutions

Step 1: Verify network connectivity

1. Press Win + R, type cmd, and press Enter.
2. Run ping [remote-computer-name] (e.g., ping WORKSTATION-01).
3. If the ping fails, you cannot reach the computer. Check your VPN or network connection. See Connecting to company VPN from home and Connecting to company network remotely.

Step 2: Get the remote computer name

1. If you cannot connect to the remote machine, do not attempt to log on to it to find its name.
2. Check your IT documentation or contact your MSP for the correct computer name or IP address (e.g., WORKSTATION-01.company.local).
3. Managed devices may already have RDP configured by your MSP; confirm the correct connection details before proceeding.
4. You will need this name or the IP address to connect.

Step 3: Confirm the target computer is awake

1. Verify the target computer is powered on and not in sleep or hibernation mode.
2. If you have physical access, wake the machine by pressing a key or moving the mouse.
3. To prevent sleep during remote access, go to Settings → System → Power & sleep and set “Sleep” to “Never”.
4. If you do not have physical access, ask someone on-site to wake the computer or contact your MSP to adjust power settings remotely.

Step 4: Check Remote Desktop Services is running

1. On the target computer, press Win + R, type services.msc, and press Enter.
2. Locate the Remote Desktop Services service in the list.
3. Confirm the status is Running and the startup type is set to Manual or Automatic.
4. If the service is stopped, right-click Remote Desktop Services, select Restart, and try connecting again.

Step 5: Ensure the target PC meets RDP prerequisites

1. Confirm the operating system is Windows Pro, Enterprise, or Server.
2. If the target is running Windows Home edition, Remote Desktop hosting is not supported. You must either upgrade to Windows Pro or use a third-party remote access tool approved by your MSP.
3. Open Settings → System → Remote Desktop and verify “Enable Remote Desktop” is ON.
4. Make sure your user account is added to the Remote Desktop Users group.
5. Check that Network Level Authentication is enabled.
6. If the machine needs updates, run Windows Update – see How to update Windows.

Step 6: Allow Remote Desktop through the firewall

1. On the target computer, open wf.msc (Windows Defender Firewall with Advanced Security).
2. Locate the inbound rule named “Remote Desktop (TCP-In)” and ensure it is enabled.
3. If the rule is missing, create a new inbound rule allowing TCP port 3389.
4. If you need assistance, Open a Ticket.

Step 7: Connect using Remote Desktop

1. Press Win + R, type mstsc, and press Enter.
2. Click “Show Options”.
3. Enter the computer name (e.g., WORKSTATION-01.company.local) or its IP address.
4. Enter your credentials. For domain-joined machines, use the format DOMAIN\username. For workgroup machines, use the local computer name followed by the username (e.g., WORKSTATION-01\username).
5. If you receive a certificate warning when connecting to a non-domain-joined machine, review the certificate details. If you trust the remote computer, select “Don’t ask me again for connections to this computer” and click “Yes” to continue.
6. Click “Connect” and provide your password when prompted.
7. If you receive a “Logon failure: unknown user name or bad password” error, see Cannot login with domain credentials.

Step 8: Connections from outside the office (NAT, routers, and port forwarding)

If the target computer is behind a router or NAT device and you are connecting from an external network:

• Connect through your company VPN first, then initiate the RDP connection. This is the preferred and most secure method.
• If a VPN is not available, your MSP may provide an RDP gateway. Use the gateway address instead of the local computer name or IP.
• Direct port forwarding of TCP 3389 on a consumer router is not recommended due to security risks. If port forwarding is absolutely required, it must be configured by your MSP with strict firewall rules and strong authentication.

Step 9: Common RDP errors and how to resolve them

• 0x204 – The connection was denied because the target computer is not reachable
  • Verify network connectivity and firewall settings.
  • Confirm the target machine is powered on and not in sleep or hibernation.
• Remote Desktop Services not available
  • Restart the “Remote Desktop Services” service on the target PC.
  • Ensure the machine is running a supported Windows edition.
• Your session ended because…
  • The remote computer was restarted or the connection was lost. Re-connect.
• This computer can’t connect to the remote computer
  • Check that the remote PC is turned on, not blocked by a firewall, and that you have permission to connect.

Step 10: Use web-based remote access as a fallback

1. If the desktop client fails, try the company’s web-based remote solution (e.g., Azure Virtual Desktop or Citrix).
2. Open a browser, navigate to the service portal, and sign in with your company credentials.

Security reminder

• Never share your RDP credentials.
• Always disconnect when you have finished – do not simply close the window.
• Report any suspicious remote access activity to your MSP.

Need more help?

If you continue to experience issues, please Open a Ticket and include:

• The exact error message.
• The name or IP address of the computer you are trying to connect to.
• Whether you are connected via VPN.
• Whether the target machine is domain-joined or a workgroup computer.

Still Having Issues?