Could not get Remote Desktop to work

Last Modified

Thu Jul 23 18:16 GMT 2020

Description

• RDP Troubleshooting guide

Environment

• N-able N-central

Solution

1. Look in C:\ProgramData/ N-able/Custom Protocol Handler
2. Open the latest log file that corresponds to your RDP session attempt (a log file should be created for each attempt initiated)
3. Look for an error message
   • RC Status: Failed Remote Desktop connectivity test
     • This could be because remote desktop has been disabled or not configured correctly
     • Ensure RDP is enabled and configured correctly on the target device
   • ERROR RDPWindowsRC.Program - SSH tunnel test failed!
     • N-able N-central attempts to create a tunnel over SSH (port 22) and if it cannot it will revert to HTTPS (port 443)
     • This error is indicating that it could not create the port 22 tunnel
     • Check to see if port 22 is available from the operator and target system to the N-able N-central server

• Make sure Signed ActiveX Controls are allowed.
• Clear Java cache (Control Panel > Java > Temporary Internet Files.)
• Allow port 22 from the local firewall devices/software
• Local DNS: consider a local dns entry or lmhosts file entry in case the Operator machine is reaching out externally from inside your network (and back again). Hopping out and back in could be the issue.
• Add Security exception: Open the Java icon in Control Panel (Or click Start and type "Configure Java") > Click "Security" tab > Click "Edit Site List" button > Add the N-able N-central url to Exception Site list (URL should begin with http:// or https://).
• AV product: temporarily disable AV products as a test.
• Java network settings:

• From the Java Control Panel go to Advanced tab > Advanced Security Settings > uncheck Use SSL 2.0 compatible ClientHello format