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Unable to RDP to office machine

Anonymous
2021-03-03T10:52:27.543+00:00

Hey all,
I have a user that is working from home and she rdps into your desktop in the office via our VPN as she finds using certain things on their faster than on her local laptop.

Yesterday evening she started having an issue with not being able to connect to her machine, the RDP wouldn't connect. Same this morning. Pings from her laptop to the office computer show request timed out and doing a tracert shows timeouts for all hops after the first one.

Troubleshooting steps I have taking so far are rebooting the office machine and also her machine. Doing an ip release and and renew on the laptop after having her reboot her modem at home. Still nothing. Her internet is fine as I can remote to it with Splashtop and she can access websites fine. Any ideas as to what is causing this issue would be much appreciated. The office computer she is trying to get to is 192.168.101.208

Users\mary>ping 192.168.101.208

Pinging 192.168.101.208 with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 192.168.101.208:
Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

C:\Users\mary>tracert 192.168.101.208

Tracing route to 192.168.101.208 over a maximum of 30 hops

1 5 ms 4 ms 7 ms 192.168.0.1
2 * * * Request timed out.
3 * * * Request timed out.
4 * * * Request timed out.
5 * * * Request timed out.
6 * * * Request timed out.
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

Windows for business | Windows Client for IT Pros | User experience | Remote desktop services and terminal services
Accepted answer
  1. Anonymous
    2021-03-03T15:39:07.17+00:00

    ICMP echo replies don't really tell the story here. Better to try from PowerShell on both ends (source and target)

    Test-NetConnection -ComputerName "192.168.101.208" -CommonTCPPort "RDP" -InformationLevel "Detailed"

    --please don't forget to Accept as answer if the reply is helpful--

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  1. Anonymous
    2021-03-04T03:11:38.667+00:00

    Hello @Anonymous

    If vpn is working fine, this may be Windows Firewall blocking remote connections, or RDP is turned off.

    General Remote Desktop connection troubleshooting

    74025-image.png

    74026-image.png

    Best Regards
    Karlie

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  2. Anonymous
    2021-03-12T09:25:08.597+00:00

    thanks for your response. I tried to reply the other day but the website was being weird and i couldn't login to post. Yes i had already check that RDP was enabled. I was setting up a workaround for the user of just using the remote support system we used to remote to the machine. After we did this the user randomly tried again and then was able to connect over RDP. So i'm not really sure what worked but its resolved now

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