Summary

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

Common Causes

Remote Desktop Connection Issues - Business User Guide

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
• You need the computer name or IP address
• You need authorization to access the remote computer
• Both computers need network access

Solutions

Step 1: Verify Network Connectivity

1. Press Win + R, type cmd, press Enter

2. Type ping [remote-computer-name] (e.g., ping WORKSTATION-01)

3. If it fails, you can't reach the computer — check VPN or network

Step 2: Find the Remote Computer Name

1. On the remote computer, right-click "This PC" → "Properties"

2. Write down the "Full computer name" (e.g., WORKSTATION-01.company.local)

3. You'll need this to connect

Step 3: Connect Using Remote Desktop

1. Press Win + R, type mstsc, press Enter

2. Click "Show Options"

3. Enter the computer name: [computer-name].company.local or IP address

4. Enter your username: DOMAIN\username

5. Click "Connect"

6. Enter your password when prompted

Step 4: Check Remote Desktop Settings (Target Computer)

On the computer you're trying to connect TO:

1. Press Win + I → "System" → "Remote Desktop"

2. Ensure "Enable Remote Desktop" is ON

3. Click "Confirm" if prompted

4. Note the computer name shown

Step 5: Allow Remote Desktop Through Firewall

On the target computer:

1. Press Win + R, type wf.msc, press Enter

2. Check if "Remote Desktop" is allowed in Inbound Rules

3. If not, contact IT to enable it

Step 6: Check VPN Connection

If working remotely:

1. Ensure your VPN is connected

2. Remote Desktop only works over VPN when outside the office

3. Try connecting to the computer's internal IP (via VPN)

Step 7: Common RDP Errors and Fixes

"Your session ended because..."

• Remote computer was restarted or disconnected
• Try reconnecting

"Logon failure: unknown user name or bad password"

• Verify your username format: DOMAIN\username
• Check your password is correct

"This computer can't connect to the remote computer"

• Computer is off or not accepting connections
• Check with the user of that computer

Step 8: Try Web-Based Remote Access

If desktop RDP fails:

1. Try the company's web-based remote access (e.g., Azure Virtual Desktop, Citrix)

2. Access via browser using company credentials

Security Reminder

• Never share your RDP credentials
• Always disconnect when done (don't just close the window)
• Report any suspicious remote access to IT

Need More Help?

Contact IT Support with:

• The exact error message
• The name of the computer you're trying to connect to
• Whether you're on VPN

Still Having Issues?