One of three reasons can't connect to the remote computer

1. Remote Desktopcan't connect to the remote computer for one of these
reasons.docx"
Problem:An enduserispresentedaRDP logon window andreceives anerrormessage afterentering
theircredentials:“Remote Desktopcan’tconnecttothe remote computer forone of these reasons”
‘Remote Desktopcan’tconnecttothe remote computerforone of these (3) reasons:’
Description:A userisable to loginto the DesktopPortal orDaaS Clientsuccessfully. They thentryto
connectviaRDP, the .rdp file downloads andloads.The userispromptedfortheircredentials:
Andquicklyreceivesanerrormessage:
Affectedendpoints
All endpoints
Stepsto Resolve:
1. Enter the passwordmanually, donotcopy/paste.Sometimescopy/paste doesnotwork
betweenthe endpoint andlogonwindow
2. Make sure that all the necessaryportsare opentothe desktop.The Desktone adminwillneedto
openthe Richclient.rdpfile thatthe useristryingtoopen.If that isavailable,then:
a. Openthe file ina texteditor(notepad.exeforexample)

2. b. Identifythe portbeingused:
i. Findthe line thatstarts with“full address:”andnote the last4 digitsinthisline
ii. Ports8000-8050 indicate dtRAMisbeingusedwhile 3389 indicatesthatthe
useris connectingoveraVPN
iii. Have the adminconfirm withtheirnetworkinggroup thatthese portsare open
outbound
3. If the userstill cannotconnectto the desktopthroughRDP, thenplease provideDesktone
Supportwiththe followinginformation:
a. The Desktopname
b. The port in use
Desktone Support will need toconnectviathe backendtoconfirmthat:
i. The firewall onthe desktopisoff
ii. RDP isenabledonthe virtual desktop
a. If the pingfails havethe admin confirmthe VPN tunnel is still up.

3. b. If the admin is unsureof this request, if the pingworks, or if they need help resurrectingthe VPN,
pleasecontact Desktone Support, Indicatewhether all users arewithout access, and providethe
name of a technical contactwho can help troubleshoot the VPN.