"Remote Desktop Cannot Connect to the Remote Computer" Error Reported During Windows Instance Login

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"Remote Desktop Cannot Connect to the Remote Computer" Error Reported During Windows Instance Login

Last updated: 2022-06-16 19:07:35

Symptom
When trying to connect to a Windows Lighthouse instance remotely on a local computer, you see the following error message:
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Remote Desktop can't connect to the remote computer for one of these reasons: 
1. Remote access to the server is not enabled
2. The remote computer is turned off
3. The remote computer is not available on the network
Make sure the remote computer is turned on and connected to the network, and that remote access is enabled.
Possible Cause
Possible causes include but are not limited to the following. Make analysis based on the actual situation.
The instance is in an abnormal status.
The remote login port (3389 by default) is not opened in the firewall of the instance.
Remote Desktop Services is not started.
There are issues with Remote Desktop settings.
There are issues with Windows Firewall settings.
Solutions
Troubleshoot the problems as instructed in Steps.
Steps
Checking if the instance is running
1. Log in to the Lighthouse console.
2. On the Instances page, check whether the instance is in Running status.
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If yes, proceed to the next step.
If no, start the Windows instance.
Checking if port 3389 is opened
1. On the instance details page, select the Firewall tab.
2. Check whether the remote login port (3389 by default) is opened.
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If yes, proceed to the next step.
If no, edit the firewall rules to open the port as instructed in Adding firewall rules.
Checking remote desktop service
1. Log in to the Windows instance via VNC and check whether the remote desktop service of the instance is enabled.
Note: 
The following operations use an instance on Windows Server 2016 as an example.
2. Right-click 
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 and select System in the pop-up menu.
3. In the System pop-up window, select Advanced System Settings.
4. In the System Properties pop-up window, select the Remote tab and check whether the Allow remote connections to this computer is selected.
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If yes, proceed to step 5.
If no, select it and click OK.
5.  Right-click
 
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 and select Computer Management in the pop-up menu.
6. On the left sidebar in the Computer Management window, select Services and Applications > Services.
7. In the service list on the right, check whether *Remote Desktop Services is started.
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If yes, proceed to step 8.
If no, start the service.
8.  Right-click
 
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 and select Run in the pop-up menu.
9. In the Run pop-up window, enter msconfig and click OK.
10. In the System Configuration pop-up window, check whether Normal startup is selected as shown below:
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If yes, proceed to the next step.
If no, select it and click OK.
Checking Windows instance system settings
1. Log in to the Windows instance via VNC and check the system settings of the instance.
Note: 
The following operations use an instance on Windows Server 2016 as an example.
2. Right-click 
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 and select Run in the pop-up menu.
3. In the Run pop-up window, enter services.msc and press Enter to open the Services window.
4. Double-click to open the Remote Desktop Services properties and check whether Remote Desktop Services is running.
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If yes, proceed to step 5.
If no, set Startup Type to Automatic and Service Status to Running (i.e., clicking Start).
5.  Right-click
 
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 and select Control Panel in the pop-up menu.
6. In Control Panel, select System and Security > Windows Firewall.
7. In Windows Firewall, check the status of the Windows firewall.
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If the status is On, proceed to step 8.
If the status is Off, toggle it on. If you can't turn it on, submit a ticket for assistance.
8. ﻿In Windows Firewall
, select Allow an app through Windows Firewall to open the Allowed apps window.
9. In the Allowed apps window, check whether Remote Desktop is selected in Allowed apps and features.
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If yes, proceed to step 10.
If no, select Remote Desktop to allow it through Windows Firewall.
10. ﻿In Windows Firewall
, click Turn Windows Firewall on or off to open the Custom Settings window.
11. In the Custom Settings window, set Private network settings and Public network settings to Turn off Windows Firewall (not recommended).
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If you still cannot connect to the Windows instance from the remote desktop, submit a ticket for assistance.