How to Troubleshoot Remote Desktop/Terminal Server Connectivity Issues

How to Troubleshoot Remote Desktop/Terminal Server Connectivity Issues


Remote Desktop connectivity issues are typically caused by one of the following:

  1. A firewall, either the one built into Windows or a third-party app, is blocking RDP traffic.
  2. The RDP listening port was changed.
  3. The RDP listener isn't working properly.

Here is a typical error when troubleshooting RDP:




Before doing any of the following, please ensure that Remote Desktop is enabled in the Remote tab of the System Properties window. It is also a good idea to ensure that the Terminal Services or Remote Desktop Services service is started.

To check for a firewall issue:

  1. On a remote system, download the PortQryv2 utility from Microsoft. Once downloaded, extract the utility.
  2. Launch a command window and change directory to the location of portqryv2.exe.
  3. Type the following command: portqryv2.exe -n <name or IP of problem server> -e 3389 . You should receive a response of LISTENING.
  4. If you have a firewall on the remote server, local client, or somewhere inbetween, you will receive a response of FILTERED. At this point, disable/uninstall any firewalls in the environment. Note: Do not stop or disable the Windows Firewall service in Windows Server 2008 and above.

To check the RDP listening port:

  1. Download PortQryv2 at the link given above. Once downloaded, extract the utility.
  2. Launch a command window and change directory to the location of portqryv2.exe.
  3. Type the following command: portqryv2.exe -n <name or IP of problem server> -e 3389 . You should receive a response of LISTENING.
  4. If the RDP port has been changed on the remote server, you will receive a response of NOT LISTENING.
  5. Open regedit on the problem server.
  6. Go to HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\TerminalServer\WinStations\RDP-Tcp\PortNumber. If you see anything other than 3389, the port has been changed. If the port is 3389, proceed to section on recreating the RDP listener.
  7. At this point you can either change the port in the registry and reboot the server, or test the RDP connection by specifying <server:portnumber> in the RDP client.

To recreate the RDP listener if there is a problem with it:

  1. Launch the Terminal Services Configuration console (Remote Desktop Session Host Configuration in Server 2008 R2) from Administrative Tools.
  2. Right-click the RDP-Tcp connection and delete it.
  3. Right-click in the empty Connections pane and create a new connection.
  4. Accept all of the default settings.
  5. Once the new connector is created, test with PortQryv2 again.

If you are still having trouble at this point, you have covered the most common issues and can proceed to more advanced troubleshooting.

Click here for a Microsoft KB article about changing the listening port for RDP.




Quick Tips content is self-published by the Dell Support Professionals who resolve issues daily. In order to achieve a speedy publication, Quick Tips may represent only partial solutions or work-arounds that are still in development or pending further proof of successfully resolving an issue. As such Quick Tips have not been reviewed, validated or approved by Dell and should be used with appropriate caution. Dell shall not be liable for any loss, including but not limited to loss of data, loss of profit or loss of revenue, which customers may incur by following any procedure or advice set out in the Quick Tips.

Article ID: SLN163636

Last Date Modified: 09/25/2014 01:48 PM


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