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Applies to: Windows 10, Windows 8.1, Windows Server 2019, Windows Server 2016, Windows Server 2012 R2

Now that you've set up the Remote Desktop client on your device (Android, Mac, iOS, or Windows), you may have questions. Here are answers to the most commonly asked questions about the Remote Desktop clients.

The majority of these questions apply to all of the clients, but there are a few client specific items.

If you have additional questions that you'd like us to answer, leave them as feedback on this article.

Setting up

Which PCs can I connect to?

Check out the supported configuration article for information about what PCs you can connect to.

How do I set up a PC for Remote Desktop?

I have my device set up, but I don't think the PC's ready. Help?

First, have you seen the Remote Desktop Setup Wizard? It walks you through getting your PC ready for remote access. Download and run that tool on your PC to get everything set.

Otherwise, if you prefer to do things manually, read on.

For Windows 10, do the following:

On the device you want to connect to, open Settings.
Select System and then Remote Desktop.
Use the slider to enable Remote Desktop.
In general, it's best to keep the PC awake and discoverable to facilitate connections. Click Show settings to go to the power settings for your PC, where you can change this setting.
Note
You can’t connect to a PC that's asleep or hibernating, so make sure the settings for sleep and hibernation on the remote PC are set to Never. (Hibernation isn't available on all PCs.)

Make note of the name of this PC under How to connect to this PC. You'll need this to configure the clients.

You can grant permission for specific users to access this PC - to do that, click Select users that can remotely access this PC.Members of the Administrators group automatically have access.

For Windows 8.1, follow the instructions to allow remote connections in Connect to another desktop using Remote Desktop Connections.

Connection, gateway, and networks

Why can’t I connect using Remote Desktop?

Here are some possible solutions to common problems you might encounter when trying to connect to a remote PC. If these solutions don’t work, you can find more help on the Microsoft Community website.

The remote PC can’t be found. Make sure you have the right PC name, and then check to see if you entered that name correctly. If you still can't connect, try using the IP address of the remote PC instead of the PC name.
There’s a problem with the network. Make sure you have internet connection.
The Remote Desktop port might be blocked by a firewall. If you're using Windows Firewall, follow these steps:
1. Open Windows Firewall.
2. Click Allow an app or feature through Windows Firewall.
3. Click Change settings. You might be asked for an admin password or to confirm your choice.
4. Under Allowed apps and features, select Remote Desktop, and then tap or click OK.
  If you're using a different firewall, make sure the port for Remote Desktop (usually 3389) is open.
Remote connections might not be set up on the remote PC. To fix this, scroll back up to How do I set up a PC for Remote Desktop? question in this topic.
The remote PC might only allow PCs to connect that have Network Level Authentication set up.
The remote PC might be turned off. You can’t connect to a PC that's turned off, asleep, or hibernating, so make sure the settings for sleep and hibernation on the remote PC are set to Never (hibernation isn't available on all PCs.).

Why can't I find or connect to my PC?

Check the following:

Is the PC on and awake?
Did you enter the right name or IP address?
Important
Using the PC name requires your network to resolve the name correctly through DNS. In many home networks, you have to use the IP address instead of the host name to connect.
Is the PC on a different network? Did you configure the PC to let outside connections through? Check out Allow access to your PC from outside your network for help.
Are you connecting to a supported Windows version?
Note
Windows XP Home, Windows Media Center Edition, Windows Vista Home and Windows 7 Home or Starter are not supported without 3rd party software.

Why can't I sign in to a remote PC?

If you can see the sign-in screen of the remote PC but you can't sign in, you might not have been added to the Remote Desktop Users Group or to any group with administrator rights on the remote PC. Ask your system admin to do this for you.

Which connection methods are supported for company networks?

If you want to access your office desktop from outside your company network, your company must provide you with a means of remote access. The RD Client currently supports the following:

Terminal Server Gateway or Remote Desktop Gateway
Remote Desktop Web Access
VPN (through iOS built-in VPN options)

VPN doesn't work

VPN issues can have several causes. The first step is to verify that the VPN works on the same network as your PC or Mac computer. If you can't test with a PC or Mac, you can try to access a company intranet web page with your device's browser.

Other things to check:

The 3G network blocks or corrupts VPN. There are several 3G providers in the world who seem to block or corrupt 3G traffic. Verify VPN connectivity works correctly for over a minute.
L2TP or PPTP VPNs. If you are using L2TP or PPTP in your VPN, please set Send All Traffic to ON in the VPN configuration.
VPN is misconfigured. A misconfigured VPN server can be the reason why the VPN connections never worked or stopped working after some time. Ensure testing with the iOS device's web browser or a PC or Mac on the same network if this happens.

How can I test if VPN is working properly?

Verify that VPN is enabled on your device. You can test your VPN connection by going to a webpage on your internal network or using a web service which is only available via the VPN.

How do I configure L2TP or PPTP VPN connections?

If you are using L2TP or PPTP in your VPN, make sure to set Send all traffic to ON in the VPN configuration.

Web client

Which browsers can I use?

The web client supports Microsoft Edge, Internet Explorer 11, Mozilla Firefox (v55.0 and later), Safari, and Google Chrome.

What PCs can I use to access the web client?

The web client supports Windows, macOS, Linux, and ChromeOS. Mobile devices are not supported at this time.

Can I use the web client in a Remote Desktop deployment without a gateway?

No. The client requires a Remote Desktop Gateway to connect. Don't know what that means? Ask your admin about it.

Does the Remote Desktop web client replace the Remote Desktop Web Access page?

No. The Remote Desktop web client is hosted at a different URL than the Remote Desktop Web Access page. You can use either the web client or the Web Access page to view the remote resources in a browser.

Can I embed the web client in another web page?

This feature is not supported at the moment.

Monitors, audio, and mouse

How do I use all of my monitors?

To use two or more screens, do the following:

Right-click the remote desktop that you want to enable multiple screens for, and then click Edit.
Enable Use all monitors and Full screen.

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