Remote Desktop can’t connect to a Streamvault appliance

2024-12-17Last updated

When you try to access a Streamvault™ appliance using Remote Desktop, you receive a message that Remote Desktop can't connect to the remote computer.

Remote Desktop service is disabled in the SV Control Panel

Description: To ensure maximum security, remote access is disabled by default on an appliance.

Solution: Enable remote access on the appliance. On the Security page of the SV Control Panel, turn on Remote Desktop service.

SV Control Panel - Security page showing the Remote Desktop service option turned on.

Remote Desktop isn't allowed in Windows

Description: Although Remote Desktop service is turned on in the SV Control Panel, this setting is currently not allowed in Windows.

Solution: Overwrite the Windows setting by turning off and then turning on the Remote Desktop service option.

Remote Desktop Services aren’t running

Description: The Remote Desktop Services were stopped in Windows.

Solution: Open the Windows Services console, ensure that Remote Desktop Services is logged on as a Network Service user, and ensure that the other Remote Desktop Services are running.

Remote Desktop Services are denied

Description: Windows is configured to deny access for remote users to Remote Desktop Services.

Solution: Allow remote user access to the appliance using Remote Desktop Services:
  1. Open Command Prompt as an administrator and run gpedit.msc.
  2. Go to Computer Configuration > Administrative Templates > Windows Components > Remote Desktop Services > Remote Desktop Session Host > Connections .
  3. Enable Allow users to connect remotely by using Remote Desktop Services.
  4. In Command Prompt, run gpupdate /force.
  5. From the Windows Control Panel, go to System and Security > Allow remote access .

    The System Properties window opens on the Remote tab.

  6. In the Remote Desktop section, ensure that Allow connections only from computers running Remote Desktop with Network Level Authentication (recommended) is selected.
    Control Panel - System Properties dialog box highlighting showing the Remote tab.

Local group policies deny remote access

Description: The Windows local group policies are configured to deny remote access to your appliance.

Solution: Configure the group policies on your appliance to allow remote access:
  1. Open Command Prompt as an administrator and run gpedit.msc.
  2. Go to Computer Configuration > Windows Settings > Security Settings > Local Policies > User Rights Assignment .
  3. Verify the following group policy settings:
    • Allow log on through Remote Desktop Services is set to Administrators.
    • Deny access to this computer from the network is set to Guests.
    • Deny log on through Remote Desktop Services is set to Guests.

NTLMv2 authentication is unsupported

Description: The appliance or the remote computer doesn't support NTLMv2 authentication.
Note:
If all client computers support NTLMv2, Microsoft and several independent organizations strongly recommend the Send NTLMv2 responses only policy. Consult the Microsoft Network security: LAN Manager authentication level best practices and security considerations before changing your settings.

Solution: To ensure that your environment allows NTLMv2 authentication:

  1. Open Command Prompt as an administrator and run gpedit.msc.
  2. Go to Computer Configuration > Windows Settings > Security Settings > Local policies > Security Options > Network security: LAN Manager authentication level .
  3. Set the policy to Send LM & NTLM - use NTLMv2 session security if negotiated.

Contact us

Solution: If Remote Desktop Connection is still unable to connect, contact the Genetec Technical Assistance Center (GTAC).