Failed to connect to a remote computer through Remote Desktop

Last updated: 2019-10-30 10:26:23

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Scenario

When trying to connect to a Windows instance remotely from Windows, you get the following message:

Remote Desktop can’t connect to the remote computer for one of these reasons:
I) Remote access to the server is not enabled
II) The remote computer is turned off
III) 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 Causes

Possible causes include but are not limited to the following. Please make analysis based on the actual situation.

  • The instance is in an abnormal state
  • The CVM does not have a public IP or the public network bandwidth is 0
  • The remote login port (3389 by default) is not opened to the Internet in the security group(s) bound with the instance
  • Remote Desktop Services is not started
  • There are issues with Remote Desktop settings
  • There are issues with Windows Firewall settings

Troubleshooting Steps

Checking if the instance is running

  1. Log in to the CVM Console.
  2. In the instance list, check if the instance is Running as shown below:
    CVM list page

Checking whether the CVM has a public IP

Please check whether the CVM has a public IP in the CVM console as shown below:
No public IP

Checking whether you have purchased public network bandwidth

Check whether the public network bandwidth is 0 MB. You need to have at least 1 MB of public network bandwidth.

Checking whether the remote log in port (3389) of the instance is opened to the Internet

  1. Click the instance you want to log in in the console to enter the instance information page.
  2. In the Security Groups tab, check whether the remote login port (3389 by default) is opened to the Internet in the security group(s) bound with the instance as shown below:
    Security Group

Checking the system settings of the Windows instance

  1. Log in to the instance using VNC and check the system settings of the Windows instance.

    For details on VNC login, refer to the “Login via VNC” section in Log into Windows Instances.

  2. In the operating system interface, click Start > Run, enter services.msc in the Run box, press Enter to open the Services window.
  3. Double click Remote Desktop Services to open the “Remote Desktop Services Properties” window and check whether Remote Desktop Services is running as shown below:
    Remote Desktop Services
    • If it is, please go to Step 4.
    • If it is not, please set the “Startup type” to “Automatic” and click Start to set “Service status” to “Running”.
  4. Click Start > Run,enter sysdm.cpl in the Run box, and press Enter to open the “System Properties” window.
  5. In the “Remote” tab, check whether the “Remote Desktop” is set to “Allow remote connections to this computer” as shown below:
    Remote configuration
    • If it is, please go to [Step 6] (#step04_6).
    • If it is not, please set Remote Desktop to “Allow remote connections to this computer”.
  6. Click Start, select Control Panel to open the control panel.
  7. In the “Control Panel”, select System and Security > Windows Defender Firewall to open “Windows Defender Firewall”.
  8. In “Windows Defender Firewall”, check the status of Windows Defender Firewall as shown below:
    Windows Defender Firewall status
    • If the status is “On”, please go to [Step 9] (#step04_9).
      If the status is “Off”, please submit a ticket.
  9. In “Windows Defender Firewall”, select Allow an app through Windows Firewall to open the “Allowed apps” window.
  10. In the "Allowed apps" window, check whether "Remote Desktop” is checked in "Allowed apps and features” as shown below:
    Check Remote Desktop
    • If it is, please go to Step 11.
    • If it is not, please check “Remote Desktop”, to allow “Remote Desktop” through Windows Firewall.
  11. In “Windows Defender Firewall”, select Turn Windows Defender Firewall on or off to open the “Customize Settings” window.
  12. In the “Customize Settings” window, set “Private network settings” and “Public network settings” to “Turn off Windows Defender Firewall (not recommended)” as shown below:
    Turn off

If you still cannot connect to the Windows instance through Remote Desktop after taking the steps above, please submit a ticket.