# Remote Control - Knowledge Base

## 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 the 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 accessed 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

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### Unable to resolve this issue?

If you feel this KB article is incomplete or does not contain the information required to help you resolve your issue, upload the required [logs](https://www.manageengine.com/products/desktop-central/logs-how-to.html).

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## Other KB articles

- [Agent Installation](https://www.manageengine.com/products/desktop-central/knowledge-base.html#agent-installation)
- [Configurations](https://www.manageengine.com/products/desktop-central/knowledge-base.html#windows-configurations)
- [Inventory Management](https://www.manageengine.com/products/desktop-central/knowledge-base.html#inventory-management)
- [Patch Management](https://www.manageengine.com/products/desktop-central/knowledge-base.html#patch-management)
- [Software Distribution](https://www.manageengine.com/products/desktop-central/knowledge-base.html#software-distribution)
- [Service Pack Installation](https://www.manageengine.com/products/desktop-central/knowledge-base.html#service-pack-installation)
- [Desktop Sharing](https://www.manageengine.com/products/desktop-central/knowledge-base.html#remote-desktop-sharing)
- [Active Directory Reports](https://www.manageengine.com/products/desktop-central/knowledge-base.html#active-directory-reports)
- [User Logon Reports](https://www.manageengine.com/products/desktop-central/knowledge-base.html#user-logon-reports)
- [Endpoint Central SP Upgrade](https://www.manageengine.com/products/desktop-central/knowledge-base.html#service-pack-upgrade)
- [Miscellaneous](https://www.manageengine.com/products/desktop-central/knowledge-base.html#miscellaneous)
- [» More](https://www.manageengine.com/products/desktop-central/knowledge-base.html)

## 24/5 Support

Support will be available 24 hours a day and five days a week (Monday through Friday), excluding USA & India public holidays.

Email: [desktopcentral-support@manageengine.com](mailto:desktopcentral-support@manageengine.com)

**Speak to us**

- Join the Endpoint Central Community to get instant answers for your queries, register with our [Forum](http://forums.manageengine.com/Desktop-Central).
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- Get to know the latest updates and Best Practices in Desktop Management through our [Blog](http://blogs.manageengine.com/desktopcentral/index.html).

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[Remote Control - Knowledge base](https://www.manageengine.com/products/desktop-central/knowledge-base.html#remote-desktop-sharing)