Common connection problems on remote desktops
Remote desktop connectivity is usually reliable, but things can and do go wrong.
There are many remote desktop connection problems that administrators can encounter, including network failures, Secure Sockets Layer certificate problems, authentication problems, and capacity limitations. As a virtual desktop administrator, you can prevent and resolve these problems by using the following remote desktop troubleshooting tips.
The lack of a valid communication path can prevent a client from connecting to a remote desktop session. The easiest way to diagnose this problem is through the process of elimination.
First, try to establish a session from a client that has been able to connect successfully in the past. The goal is to find out if the problem is specific to an individual customer or to the network.
If you suspect that the network could be the culprit, try narrowing the scope of the problem to find the root cause. By doing so, you may discover that the problem affects wireless connections, but not wired ones. Similarly, you may find that the problem is unique to VPN traffic or a particular subnet.
It's easy to dismiss the notion that a firewall could contribute to a remote desktop down, but it's fairly common. To avoid firewall issues, make sure the port your remote desktop software uses is open on any firewall that resides between client computers and the server they connect to. Remote Desktop Protocol (RDP) -based tools use port 3389 by default.
You may need to configure multiple firewalls. For example, the client and the server can run a Windows firewall, and there will likely be one or more hardware firewalls between the two systems.
Some public networks block RDP traffic. This is especially true for Wi-Fi networks found on cruise ships and in some hotels, airports, and coffee shops.
Firewall issues also sometimes come into play when using RDP to access a home computer while at work.