A remote client is trying to shutdown this machine through Remote Desktop Services

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In some situations, you might not be able to connect to your Compute Engine Windows virtual machine [VM] instance with RDP. This might be due to configuration errors, network errors, or the boot process might not have completed.

This document describes a number of tips and approaches to troubleshoot and resolve common RDP issues.

Ensure the VM is online and ready

After the VM has finished booting, which may take a few minutes, confirm its state using one of the following methods:

If Windows has not started successfully after a few minutes, review the Troubleshooting Windows guide.

Check your Windows instance password

Each Compute Engine Windows instance must have a local password set if it is not already on a domain or custom image. Confirm you have the correct password set by connecting to the VM through the Google Cloud CLI command-line tool or Cloud Console. For more information, see Connecting to the Windows SAC.

If you have problems connecting, try creating or resetting the password. For more information, see Creating passwords for Windows VMs.

Check if you're using Windows Server Core

When connecting using RDP, if you receive a Command Prompt window on a blank background this likely indicates you are using Windows Server Core. To confirm that you are run the command below:

Server Core in your output confirms that you are using Windows Core edition.

If you require a graphical user interface for your workload, look at creating a Windows instance that contains Desktop Experience instead of Server Core. Alternatively, you may review the Microsoft documentation for managing Windows Core server.

Check your VPC firewall rules

Compute Engine automatically provisions new projects with a firewall rule that allows RDP traffic. If you have an existing project, or have modified the configurations, the default firewall rule that permits RDP might not exist. Confirm that a rule allows RDP traffic to connect to the network that your affected instance is on.

To check if the default-allow-rdp firewall rule exists on your project, check the Firewall rules page, or run the following gcloud CLI command:

To create a new rule if one does not exist, create a rule with the following command:

Verify the external IP address

Ensure that you're connecting to the correct external IP address for the instance. View the IP for the instance from the VM instance page or by using the following gcloud CLI command:

Use of Windows Remote Desktop Services [RDS]

If you have Windows Remote Desktop Services [formerly known as Terminal Services] installed on your instance, then the conditions of the Client Access Licenses [CALs] are enforced. With these CALs, RDP connections will fail under any of the following conditions:

• You have used all your available licenses
• Your license is installed, but not configured or activated correctly
• Your RDS trial period of 180 days has expired

Symptoms that you may not have enough valid licenses include messages such as:

• This remote session was disconnected because there are no Remote Desktop License Servers available to provide a license.
• The remote session was disconnected because of an error related to licensing in terminal server.
• The remote session was disconnected because there are no Remote Desktop client access licenses available for this computer.

If your RDP connections fail, you can use the admin switch to connect to the instance for administrative purposes. This can be done on a Windows machine by using the native Remote Desktop Connection client.

To resolve issues with RDP connections, purchase new licenses for your instance. For more details about CALs, review the Microsoft documentation. Alternatively, if Remote Desktop Services are not required, uninstall the service and use regular RDP connections.

Check the OS configuration

If the environment and configurations for the instance are correct, the operating system on the instance might be misconfigured. You can use the interactive serial console to connect to the instance and troubleshoot the problem.

Connect to the instance through one of the available command line methods,and run the following commands to ensure that the instance is accepts connections:

1. Check to see that the 'Remote Desktop Service' is running:

   • Command: net start | find "Remote Desktop Services"
   • Pass: Remote Desktop Service
   • Fail: [Remote Desktop Service missing from output]
   • Solution: net start "Remote Desktop Services"

2. Check that Remote Connections are enabled:

   • Command: reg query "HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Terminal Server" /v fDenyTSConnections
   • Pass: fDenyTSConnections REG_DWORD 0x0
   • Fail: fDenyTSConnections REG_DWORD 0x1
   • Solution: reg add "HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Terminal Server" /f /v fDenyTSConnections /t REG_DWORD /d 0

3. Ensure that the Windows firewall has Remote Desktop Connections enabled:

   • Command: netsh advfirewall firewall show rule name="Remote Desktop - User Mode [TCP-In]"

   • Pass: Enabled:Yes, Direction: In, Profiles: Public, Grouping: Remote Desktop, LocalIP: Any, RemoteIP: Any, Protocol:TCP, LocalPort: 3389, RemotePort: Any, Edge traversal: No, Action: Allow

     Note: This is the default configuration, so your requirements might be different.

   • Fail: [unexpected results, such as enabled = No]

   • Solution: netsh firewall set service remotedesktop enable

     Note: This command is deprecated, however, it should still work.

4. Check to see what port number is configured for RDP connections on the remote instance:

   • Command: reg query "HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\Terminal Server\WinStations\RDP-Tcp" /v PortNumber
   • Pass: PortNumber REG_DWORD [PORT NUMBER]
   • Fail: [unexpected port number]

   • Solution: reg add "HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\Terminal Server\WinStations\RDP-Tcp" /f /v PortNumber /t REG_DWORD /d [PORT NUMBER]

     Note: Number is in hexadecimal, 0xd3d = 3389 [default port is 3389].

5. Ensure that connected user account has permissions for remote connections:

   • Command: net localgroup "Remote Desktop Users"
   • Pass: [target local/domain username in resulting list]
   • Fail: [target local/domain username missing]

   • Solution: net localgroup "Remote Desktop Users" /add [DOMAIN\USERNAME]

     The domain is required only for user accounts on a system joined to a different domain. For local accounts, specify only the username.

6. Reset client/server security negotiation to its default value:

   • Command: reg query "HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\Terminal Server\WinStations\RDP-Tcp" /v SecurityLayer
   • Pass: SecurityLayer REG_DWORD 0x1
   • Fail: SecurityLayer REG_DWORD 0x0 [or 0x2]
   • Solution: reg add "HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\Terminal Server\WinStations\RDP-Tcp" /v SecurityLayer /t REG_DWORD /d 1 /f

7. Reset user network level authentication to its default value:

   • Command: reg query "HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\Terminal Server\WinStations\RDP-Tcp" /v UserAuthentication
   • Pass: UserAuthentication REG_DWORD 0x0
   • Fail: UserAuthentication REG_DWORD 0x1
   • Solution: reg add "HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\Terminal Server\WinStations\RDP-Tcp" /v UserAuthentication /t REG_DWORD /d 0 /f

8. Verify that your MTU size is no greater than the MTU of the network:

   • Command: netsh interface ipv4 show subinterfaces
   • Pass: When the number after the MTU matches the MTU of the VPC network.
   • Fail: When the number after MTU is larger than the MTU of the VPC network.

   • Solution: netsh interface ipv4 set subinterface Ethernet mtu=MTU_OF_VPC_NETWORK

     Note: VPC networks have a default maximum transmission unit [MTU] of 1460 bytes. However, the network MTU can be set to 1500 bytes. See Maximum transmission unit for background on network MTUs.

     For more information about MTU size incompatibilities, see our packet fragmentation documentation.

9. Ensure that your antivirus/endpoint protection client settings allow for the configured port number and services.

   Note: This process will vary between products, and might not have a command line solution.

Troubleshoot Windows startup

If the above troubleshooting steps have not resolved your RDP connection issue, your Windows instance may not be booting or running correctly. In this case, review our guide for troubleshooting Windows.

What's next

• Learn more about troubleshooting the Windows operating system.

• Learn how to collect diagnostic information from a VM.

• Learn about troubleshooting using the serial console.

• Learn how to capture screenshots from VMs.

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