Warning: Please note that the usage of this workaround is without warranty from AnyDesk, and can harm and even violate the warranty of your device. In the event that the vendor for Android/Fire TV device has disabled the Accessibility settings, the control plugin for AnyDesk cannot be activated. AnyDesk can then be used for Remote View only. AnyDesk is easy to install. Our video tutorial shows you how it works. Congratulations, your license is now set up and you can start working right away! If you need more information, click here and find a more detailed, technical description to set up AnyDesk.

Use these steps when a Remote Desktop client can't connect to a remote desktop but doesn't provide messages or other symptoms that would help identify the cause.

Check the status of the RDP protocol

Check the status of the RDP protocol on a local computer

To check and change the status of the RDP protocol on a local computer, see How to enable Remote Desktop.

Note

If the remote desktop options are not available, see Check whether a Group Policy Object is blocking RDP.

Check the status of the RDP protocol on a remote computer

Important

Follow this section's instructions carefully. Serious problems can occur if the registry is modified incorrectly. Before you start modifying the registry, back up the registry so you can restore it in case something goes wrong.

To check and change the status of the RDP protocol on a remote computer, use a network registry connection:

1. First, go to the Start menu, then select Run. In the text box that appears, enter regedt32.
2. In the Registry Editor, select File, then select Connect Network Registry.
3. In the Select Computer dialog box, enter the name of the remote computer, select Check Names, and then select OK.
4. Navigate to HKEY_LOCAL_MACHINESYSTEMCurrentControlSetControlTerminal Server.
   
   • If the value of the fDenyTSConnections key is 0, then RDP is enabled.
   • If the value of the fDenyTSConnections key is 1, then RDP is disabled.
5. To enable RDP, change the value of fDenyTSConnections from 1 to 0.

Check whether a Group Policy Object (GPO) is blocking RDP on a local computer

If you can't turn on RDP in the user interface or the value of fDenyTSConnections reverts to 1 after you've changed it, a GPO may be overriding the computer-level settings.

To check the group policy configuration on a local computer, open a Command Prompt window as an administrator, and enter the following command:

After this command finishes, open gpresult.html. In Computer ConfigurationAdministrative TemplatesWindows ComponentsRemote Desktop ServicesRemote Desktop Session HostConnections, find the Allow users to connect remotely by using Remote Desktop Services policy.

• If the setting for this policy is Enabled, Group Policy is not blocking RDP connections.

• If the setting for this policy is Disabled, check Winning GPO. This is the GPO that is blocking RDP connections.

Check whether a GPO is blocking RDP on a remote computer

To check the Group Policy configuration on a remote computer, the command is almost the same as for a local computer:

The file that this command produces (gpresult-<computer name>.html) uses the same information format as the local computer version (gpresult.html) uses.

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Modifying a blocking GPO

You can modify these settings in the Group Policy Object Editor (GPE) and Group Policy Management Console (GPM). For more information about how to use Group Policy, see Advanced Group Policy Management.

To modify the blocking policy, use one of the following methods:

• In GPE, access the appropriate level of GPO (such as local or domain), and navigate to Computer Configuration > Administrative Templates > Windows Components > Remote Desktop Services > Remote Desktop Session Host > Connections > Allow users to connect remotely by using Remote Desktop Services.
  1. Set the policy to either Enabled or Not configured.
  2. On the affected computers, open a command prompt window as an administrator, and run the gpupdate /force command.
• In GPM, navigate to the organizational unit (OU) in which the blocking policy is applied to the affected computers and delete the policy from the OU.

Check the status of the RDP services

On both the local (client) computer and the remote (target) computer, the following services should be running:

• Remote Desktop Services (TermService)
• Remote Desktop Services UserMode Port Redirector (UmRdpService)

You can use the Services MMC snap-in to manage the services locally or remotely. You can also use PowerShell to manage the services locally or remotely (if the remote computer is configured to accept remote PowerShell cmdlets).

On either computer, if one or both services are not running, start them.

Note

If you start the Remote Desktop Services service, click Yes to automatically restart the Remote Desktop Services UserMode Port Redirector service.

Check that the RDP listener is functioning

Important

Follow this section's instructions carefully. Serious problems can occur if the registry is modified incorrectly. Before you starty modifying the registry, back up the registry so you can restore it in case something goes wrong.

Check the status of the RDP listener

For this procedure, use a PowerShell instance that has administrative permissions. For a local computer, you can also use a command prompt that has administrative permissions. However, this procedure uses PowerShell because the same cmdlets work both locally and remotely.

1. To connect to a remote computer, run the following cmdlet:

2. Enter qwinsta.

3. If the list includes rdp-tcp with a status of Listen, the RDP listener is working. Proceed to Check the RDP listener port. Otherwise, continue at step 4.

4. Export the RDP listener configuration from a working computer.

   1. Sign in to a computer that has the same operating system version as the affected computer has, and access that computer's registry (for example, by using Registry Editor).
   2. Navigate to the following registry entry:
      HKEY_LOCAL_MACHINESYSTEMCurrentControlSetControlTerminal ServerWinStationsRDP-Tcp
   3. Export the entry to a .reg file. For example, in Registry Editor, right-click the entry, select Export, and then enter a filename for the exported settings.
   4. Copy the exported .reg file to the affected computer.

5. To import the RDP listener configuration, open a PowerShell window that has administrative permissions on the affected computer (or open the PowerShell window and connect to the affected computer remotely).

   1. To back up the existing registry entry, enter the following cmdlet:

   2. To remove the existing registry entry, enter the following cmdlets:

   3. To import the new registry entry and then restart the service, enter the following cmdlets:

      Replace <filename> with the name of the exported .reg file.

6. Test the configuration by trying the remote desktop connection again. If you still can't connect, restart the affected computer.

7. If you still can't connect, check the status of the RDP self-signed certificate.

Check the status of the RDP self-signed certificate

1. If you still can't connect, open the Certificates MMC snap-in. When you are prompted to select the certificate store to manage, select Computer account, and then select the affected computer.
2. In the Certificates folder under Remote Desktop, delete the RDP self-signed certificate.
3. On the affected computer, restart the Remote Desktop Services service.
4. Refresh the Certificates snap-in.
5. If the RDP self-signed certificate has not been recreated, check the permissions of the MachineKeys folder.

Check the permissions of the MachineKeys folder

1. On the affected computer, open Explorer, and then navigate to C:ProgramDataMicrosoftCryptoRSA.
2. Right-click MachineKeys, select Properties, select Security, and then select Advanced.
3. Make sure that the following permissions are configured:
   • BuiltinAdministrators: Full control
   • Everyone: Read, Write

Check the RDP listener port

On both the local (client) computer and the remote (target) computer, the RDP listener should be listening on port 3389. No other applications should be using this port.

Important

Follow this section's instructions carefully. Serious problems can occur if the registry is modified incorrectly. Before you starty modifying the registry, back up the registry so you can restore it in case something goes wrong.

To check or change the RDP port, use the Registry Editor:

1. Go to the Start menu, select Run, then enter regedt32 into the text box that appears.
   • To connect to a remote computer, select File, and then select Connect Network Registry.
   • In the Select Computer dialog box, enter the name of the remote computer, select Check Names, and then select OK.
2. Open the registry and navigate to HKEY_LOCAL_MACHINESYSTEMCurrentControlSetControlTerminal ServerWinStations<listener>.
3. If PortNumber has a value other than 3389, change it to 3389.

   Important

   You can operate Remote Desktop services using another port. However, we don't recommend you do this. This article doesn't cover how to troubleshoot that type of configuration.

4. After you change the port number, restart the Remote Desktop Services service.

Check that another application isn't trying to use the same port

For this procedure, use a PowerShell instance that has administrative permissions. For a local computer, you can also use a command prompt that has administrative permissions. However, this procedure uses PowerShell because the same cmdlets work locally and remotely.

1. Open a PowerShell window. To connect to a remote computer, enter Enter-PSSession -ComputerName <computer name>.

2. Enter the following command:

3. Look for an entry for TCP port 3389 (or the assigned RDP port) with a status of Listening.

   Note

   The process identifier (PID) for the process or service using that port appears under the PID column.

4. To determine which application is using port 3389 (or the assigned RDP port), enter the following command:

5. Look for an entry for the PID number that is associated with the port (from the netstat output). The services or processes that are associated with that PID appear on the right column.

6. If an application or service other than Remote Desktop Services (TermServ.exe) is using the port, you can resolve the conflict by using one of the following methods:

   • Configure the other application or service to use a different port (recommended).
   • Uninstall the other application or service.
   • Configure RDP to use a different port, and then restart the Remote Desktop Services service (not recommended).

Check whether a firewall is blocking the RDP port

Use the psping tool to test whether you can reach the affected computer by using port 3389.

1. Go to a different computer that isn't affected and download psping from https://live.sysinternals.com/psping.exe.

2. Open a command prompt window as an administrator, change to the directory in which you installed psping, and then enter the following command:

3. Check the output of the psping command for results such as the following:

   • Connecting to <computer IP>: The remote computer is reachable.
   • (0% loss): All attempts to connect succeeded.
   • The remote computer refused the network connection: The remote computer is not reachable.
   • (100% loss): All attempts to connect failed.

4. Run psping on multiple computers to test their ability to connect to the affected computer.

5. Note whether the affected computer blocks connections from all other computers, some other computers, or only one other computer.

6. Recommended next steps:

   • Engage your network administrators to verify that the network allows RDP traffic to the affected computer.
   • Investigate the configurations of any firewalls between the source computers and the affected computer (including Windows Firewall on the affected computer) to determine whether a firewall is blocking the RDP port.

We always tell you how easy it is toservice a device remotely via AnyDesk Remote Desktop and how you can accessyour data from anywhere in the world. And while working remotely meansincreased independence and productivity, could it also mean less privacy? It doesn’t have to with AnyDesk Privacy Mode.

Let’s review two examples.

What if you work at an open space officewhere your co-workers regularly walk by your cubicle? What if the device youneed to maintain is a machine on a casino floor that is visible to everyone?

In both of these cases, you may not wantyour activities to be visible on the remote screen, or have your remote sessioninterrupted by unwanted input from a remote mouse or keyboard.

With AnyDesk Privacy Mode, you can simplydisable the screen of the remote device by turning it black while you remotelyaccess it. Here’s how it works:

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First, set a password for Unattended Access in the security settings on the incoming side and allow Privacy Mode by ticking the corresponding box. Whenever you connect to the device via Unattended Access with Privacy Mode activated, the screens of your remote device will be black and mouse and keyboard will be locked. Your activities can’t be viewed on the remote side. To be sure Privacy Mode is enabled, look for in the address bar. When this is bold, your remote screens are black.

With AnyDesk Privacy Mode, all yourco-workers will see is a black screen, but for you nothing will change. You’reable to access your data and utilize all the features of AnyDesk. It’s likeyou’re sitting at your office desk in real time with your sensitive datasecure.

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At the casino where the screen you needto maintain is in public view, customers will only see a black screen as youcovertly service it. No need to gamble with your secure data.

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AnyDesk Privacy Mode helps to make remote work even more secure. Anywhere. Anytime. Try it out today!