Troubleshooting Remote Desktop Issues

Department members will sometimes encounter issues remoting into their remote computer at the office. Here are a few ideas to go through to help resolve the issue.

A ticket has come in saying they "cannot remote into their office computer, please help."  This is intentionally vague as to show more possible solutions.  Error messages can help but sometimes the best way to resolve the issue is to recreate it and see to it that all environmental variables (such as VPN connection) are verified.


1.  Verify that Cisco VPN is connected before using Remote Desktop Connection (RDP).

Windows Search Cisco VPN result

2. Is a sign-in prompt appearing when remoting in? Note: If on a personal computer, use uofi\ in front of NetID (e.g. uofi\smith0).

Login Prompt window (with uofi\ used)

3. Check the status of the remote computer in MECM/SCCM. Are you or someone else able to remote into the computer in question? If not, the computer may be powered off, disconnected from the internet, or in a Windows update.

4. Check the remote access settings on the remote computer. Windows search "Allow remote assistance invitations from this computer." Make sure remote assistance is checked and that remote desktop is allowed.

Windows Search Allow Remote Assistance result

5. Try remoting into the computer a couple times over the span of 2-3 hours. It is possible a Windows update is currently installing and the computer will be available after it finishes.

6. Try switching to the IP address or vice versa to the Computer Name of the remote computer when trying to remote in using RDP. (Obtain IP address from using ipconfig /all in CMD prompt of remote computer)

7.  Have the end-user come onto campus, connect to IllinoisNet and try remoting into the computer.  If they are not able to, IT should consider further troubleshooting and/or reimaging to be done.  

8.  Consider restarting the remote computer.  

Note: This list is not comprehensive. Other solutions may arise over time. Issues can persist past these steps either due to software or user error. Check the computer they are using and watch them try to remote into the computer. Reimaging machines may resolve things.

MacOS remoting into a Windows Computer

Remote Desktop Connection is available free from the Apple App Store.  It enables a MacBook to remotely connect to a Windows computer similar to the Remote Desktop Connection function on Windows computers.

1.  Install the Microsoft Remote Desktop app from the Apple App Store.

Microsoft Remote Desktop app shown in App Store

2. Navigate to Applications and open Microsoft Remote Desktop.

Opening MRD from the Applications folder

3.  In Microsoft Remote Desktop, select New button, (seen here: NewIconMRD.png) and this window will appear.

MRD Windows for editing a PC remote connection

4.  It is recommended that Connection Name be what the remote computer's name is called when logging in. E.g. ACES-HD15X12
5.  PC Name will have either the computer's name, example shown above, or the IP address of the remote computer they are trying to access.  To obtain the IP address of the remote computer, log in to it and open the Command Prompt.  Type in ipconfig /all and search for the Ethernet Adapter from the results.  The IPv4 address listed is what you will put in PC Name on Microsoft Remote Desktop.
6.  User name will be uofi\yournetid and enter your AD password. Now close that window.
7.  Select the connection now visible in the list of remote desktops and click Start. You should now be connected to the remote computer!

If you have questions or concerns about the information or topic above, please contact your IT department.

Keywords:rdp remote issue login vpn   Doc ID:107926
Owner:Kyle B.Group:University of Illinois - College of ACES
Created:2020-12-16 12:49 CDTUpdated:2021-04-14 10:22 CDT
Sites:University of Illinois - College of ACES
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