Remote Desktop Not Responding

Problem

You are trying to establish connection with a remote computer and you get an error "Unable to establish connection with the agent!", or "Unable to establish connection with the Endpoint Central server".

Cause

You are unable to establish a remote session because the communication might be blocked on the firewall as explained below:

1. Communication between the Endpoint Central agent and the server might be blocked by the firewall on the Endpoint Central server.
2. Communication between the viewer machine and the Endpoint Central server might be blocked. Viewer machine, refers to computer from which the communication is being established.
   
   Note: Viewer computer need not be the computer where the Endpoint Central server is installed, since Endpoint Central's web based UI can be access from any computer.

To verify if this issue is caused due to restrictions on the firewall, follow the steps mentioned below:

Try to establish connection to the Endpoint Central server from the agent and the viewer machine, using Telnet. Execute the following command in the Command Prompt window:

telnet<space>Desktop_Central_Server_IP<space>Remote_Control_Gateway_Port

For example, telnet 192.168.110.23 8443. If you are unable to connect, you can be sure that this issue is caused due to the restrictions on the firewall.

Resolution

To resolve this issue, ensure that the Gateway Port, which is configured in the Remote Control settings, has been added to the exceptions list of the firewall on the server. Endpoint Central uses port # 8443 as default, though customers can choose to modify them if required.

Applies to: Remote Desktop Management, Troubleshoot Remote Desktop, Remote Desktop Connection problems

Keywords: Remote Desktop, Manage Remote computers, Troubleshoot Remote machines