Windows updated and now I can't connect to server via RDP

Question

I should first point out that I am not a techy person. I have a Dell Inspiron 24 5410 All-In-One desktop computer with Windows 11 Pro. I work as an office manager for a Chrysler dealership. I connect to the dealership management software via cloud based Remote Desktop Connection. However, Windows 11 did an update and now I'm not able to connect to the DMS server on my desktop. The only way that I have been able to get my connection back is to do a factory reset on my pc. The only issue with that is my pc is constantly wanting to update and has, only for me to have to do yet another reset. I work strictly off of Wi-Fi which has a fantastic connection due to a booster we use in the office. I have even tried connecting to the network via ethernet and that does not help my RDP connection. I called IT support for my DMS provider and all they were able to tell me is that it is nothing on their side. For some reason, their server isn't even showing me trying to connect. They weren't even able to remote into my pc to look around. I have tried turning off my firewall settings on my pc to no avail. My login is identical to that of my laptop which I am having zero problems with. So there is something on my pc that is preventing me from connecting to their server. I just don't know what. Please help!!!!

*** Moved from Windows / Windows 11 / Windows update ***

Answer 1

Hello,

Thank you for posting in the Microsoft community forum.

I understand that you are experiencing issues when using RDP service after updating your Windows 11 Pro operating system. May I know what version of your system will be after the upgrade? Is it 24H2 (Build 26100.2605)?

You can try the following steps to troubleshoot the problem:

1. Check that your Internet connection is stable. Intermittent network issues can cause problems when trying to connect to RDS. Check the basic network connection from the client to the server using ping, tracert, nslookup, telnet 3389, or powershell test-netconnection.

Remote Desktop Services RDS Logon Connectivity Overview and Troubleshooting | Microsoft Learn

2. Check whether the remote desktop service is running on the remote computer.

Run "services.msc" and look for the "Remote Desktop services" and "Remote Desktop Configuration" services and make sure they are running.

3. Use the netstat tool to check the listener status on the terminal server.

• On the terminal server, click Start, click Run, type cmd, and then click OK.
• At the command prompt, type "netstat -a" and then press Enter.
• Finds an entry for the port number (3389) assigned to RDP. The port should appear in the list and be in Listening state.

Troubleshoot establishing Terminal Services session - Windows Server | Microsoft Learn

Focus on the following Windows event logs during testing:

• Search for and open "event viewer".
• Enable Show analytical and debug logs.
• All event logs are located in Event Viewer under the Applications and Services Logs /Microsoft/Windows node.

• Microsoft-Windows-TerminalServices-ClientActiveXCmore

• Microsoft-Windows-TerminalServices-RDPClient/Analytics

• Microsoft-Windows-TerminalServices-RDPClient/Debug

• Microsoft-Windows-TerminalServices-RDPClient/Operational

I hope this helps.

Best regards

Jace

Answer 2

Thank you so much for replying! The IT support desk for our dealership management software checked just about everything they could possibly think of. The issue is not network related as I'm having the issue even when connected to it via ethernet cable. They also stated that when they ran the ping test, my Wi-Fi connection was actually responding faster than when I was cable connected. As far as the rest of the tests, I have no idea what you're talking about, nor do I know how to run any of them. I do know that the IT support desk ran multiple tests and checked over multiple different things and all they were able to tell me is that it had something to do with the Windows 11 update. I performed a factory reset on my pc and everything was working just fine. My computer updated again, and I couldn't connect. Something is changing when the update is occuring that is preventing me from connecting to our dealership management software company's server and so far nobody can tell me what that is or help me fix it.