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 (not Home).
• 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.
• Ensure the target machine is not 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: Find the remote computer name

1. On the remote computer, right‑click This PC → Properties.
2. Note the “Full computer name” (e.g., WORKSTATION-01.company.local).
3. You will need this name or the IP address to connect.

Step 3: Ensure the target PC meets RDP prerequisites

1. Confirm the operating system is Windows Pro, Enterprise, or Server.
2. Open Settings → System → Remote Desktop and verify “Enable Remote Desktop” is ON.
3. Make sure your user account is added to the Remote Desktop Users group.
4. Check that Network Level Authentication is enabled.
5. If the machine needs updates, run Windows Update – see How to update Windows.

Step 4: 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 with IT.

Step 5: 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 in the format DOMAIN\username. If you receive a “Logon failure: unknown user name or bad password” error, see Cannot login with domain credentials.
5. Click “Connect” and provide your password when prompted.

Step 6: 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/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 7: 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 IT.

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.

Still Having Issues?