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Remote Desktop Connection Problems

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mgudobba
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Remote Desktop Connection Problems

Our users have used Windows Remote Desktop to connect to their computers in the office from home.  Comcast is our primary internet provider.  We had no problems for many years until last week.  Some users are suddenly unable to connect to the office.  The error that the remote machine is unavailable, may be turned off, remote may not be enabled, etc. comes up immediately, they never get to the point of entering passwords.  All the users with this problem have Comcast as their home internet provider.  I do not have Comcast at home and I am able to log on to these machines, as the users, from home.  Another problem is the people who have wireless home networks have found their iphones will not send or receive email from our Exchange server while they are in their house.  As soon as they leave, it starts working.  I've had one of them try using a firm laptop to connect, to see if it was something with their home computer, and the laptop could not connect either.  I had them try connecting directly to the cable modem to bypass the wireless router and that didn't work so I know it's not their wireless setup. We have called residential support and they claim nothing has changed on the Comcast side.  Well, something has changed and residential support doesn't know about it.  I really need to get this resolved.  We're a law firm and this is effecting about 8 attorneys.  If anybody has suggestions or if anybody can get me in contact with somebody at Comcast who could check this out, I'd be forever thankful.

 

Accepted Solution

Re: Remote Desktop Connection Problems

Welcome mgudobba.  Our Tier 2 Support tested the SMC gateway and verified that all ports are open and no filtering rules are in place that will inhibit inbound traffic.  They were also able to test to your Firewall utilizing the static IP assigned to the Firewall.  We suggest checking the access list on the firewall as traceroutes to the IP terminate properly on the firewall. 

Please let us know if require direct testing with you IT Admin.

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Accepted Solution

Re: Remote Desktop Connection Problems

Support checked all that yesterday and said everything checked out, but it still didn't work.  Oddly enough, our connection was down last night for about 2 hours between 2 and 4 am and now it is working this morning.  I haven't been able to confirm this with everybody, but at least 2 can connect successfully.  I'm just glad it's working.  thank you for your assistance.

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Community Manager
Community Manager

Re: Remote Desktop Connection Problems

Welcome mgudobba.  Our Tier 2 Support tested the SMC gateway and verified that all ports are open and no filtering rules are in place that will inhibit inbound traffic.  They were also able to test to your Firewall utilizing the static IP assigned to the Firewall.  We suggest checking the access list on the firewall as traceroutes to the IP terminate properly on the firewall. 

Please let us know if require direct testing with you IT Admin.

mgudobba
New Member

Re: Remote Desktop Connection Problems

Support checked all that yesterday and said everything checked out, but it still didn't work.  Oddly enough, our connection was down last night for about 2 hours between 2 and 4 am and now it is working this morning.  I haven't been able to confirm this with everybody, but at least 2 can connect successfully.  I'm just glad it's working.  thank you for your assistance.