In this article, you will learn how to troubleshoot issues when you are not able to connect through the Remote Desktop module.
1. Remote Desktop is not able to connect to the remote computer
2. Unable to connect to an endpoint from the HEIMDAL Dashboard (Connect icon is greyed-out)
Remote Desktop is not able to connect to the remote computer
BEHAVIOR: Remote Desktop is not able to connect to the remote computer.
SOLUTION: this issue can be solved by making sure that the HEIMDAL Remote Desktop IP Addresses are whitelisted (195.201.56.244 / 91.217.255.149 / heimdalrd.islonline.net / *.islonline.net). If these IP Addresses are already whitelisted, the next thing would be to go on the remote computer and uninstall the Heimdal RD Agent/Client. Once it is uninstalled, open the HEIMDAL Agent and click the Sync button to force the reinstallation of the Heimdal RD Agent/Client.
Unable to connect to an endpoint from the HEIMDAL Dashboard (Connect icon is greyed-out)
BEHAVIOR: Unable to connect to an endpoint from the HEIMDAL Dashboard (Connect icon is greyed-out).
SOLUTION: make sure the remote computer is applying a Group Policy where the Remote Desktop product/service is enabled.
The next step would be to go on the remote computer and see if the Heimdal RD Agent/Client is installed on the computer. If it is installed please uninstall it. Once it is uninstalled, open the HEIMDAL Agent and click the Sync button to force the reinstallation of the Heimdal RD Agent/Client. Refresh the HEIMDAL Dashboard and check the Remote Desktop view to see if the Connect button is now enabled.
If the issue still persists, please check if the customer uses an AV or a security product that targets the RD executable or any of its files. To solve this, ask the customer to whitelist/exclude our files.
Another thing to take into consideration is if the customer changed the name of the endpoints recently.
If none of the above help please reach out to the HEIMDAL Security Support Team.