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Troubleshoot Windows RDP connections with Workbench

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Connection timed out

Symptom

When you try to connect to a Windows instance by using Workbench, the Failed to establish remote connection dialog box appears, indicating that the connection timed out. The dialog box prompts you to add the Workbench server IP address ranges, 47.96.60.0/24 and 118.31.243.0/24, to the security group of your instance.

Causes

The following are common causes of this issue:

  • The security group rules of the Windows instance do not allow connections from Workbench.

  • The Remote Desktop Protocol (RDP) is not using the default port 3389.

  • The Windows instance firewall is blocking connections from Workbench.

  • Third-party security software is restricting remote logon.

Solution

Follow these steps to troubleshoot the issue:

  1. Check the RDP port of the target Windows instance. For more information, see Modify the RDP port of a Windows instance.

    • If the port is not 3389

      Retry the connection in Workbench by using the correct RDP port.

    • If the port is 3389

      Proceed to the next step.

  2. Check the security group settings of the target Windows instance to ensure that the RDP port is open. For more information, see View security group rules.

    Note

    • This example uses the default RDP port, 3389. If you have modified the RDP port, use your custom port number.

    • If the authorization object is not 0.0.0.0/0, you must also add the CIDR blocks for the IP addresses from which you want to access the instance. To allow access from Workbench, add 47.96.60.0/24 and 118.31.243.0/24.

    Rule direction

    Action

    Priority

    Port range

    Authorization object

    Inbound

    Allow

    1

    Destination: 3389/3389

    • Source: 47.96.60.0/24 and 118.31.243.0/24

    • Source: 0.0.0.0/0

  3. Check if the Windows instance firewall is enabled and blocking the RDP port, and then follow these steps:

    1. Log on to the Windows instance by using Alibaba Cloud VNC. For more information, see Connect to an instance by using VNC.

    2. Check the firewall status. For more information, see Manage the Windows firewall.

      • If the firewall is enabled, disable it and then try to reconnect from Workbench.

      • If the firewall is not enabled, proceed to the next step.

  4. Check whether third-party security software, such as Safedog, is installed on the Windows instance and restricts remote logon.

    • If third-party security software is restricting remote logon

      Temporarily disable the remote logon restrictions in the third-party security software, and then try to connect from Workbench.

    • If no third-party security software is restricting remote logon

      Other system settings on the Windows instance might be restricting remote logon. We recommend that you use Alibaba Cloud VNC for the remote connection. For more information, see Connect to an instance by using VNC.

Incorrect username or password

Symptom

When you use Workbench to establish a remote connection to a Windows instance, the error message "Failed to log on to the instance. Reason: Incorrect username or password." is displayed.

Causes

The following are common causes of this issue:

  • You entered an incorrect username or password.

  • The user is not a member of the Remote Desktop Users group.

  • A policy in the local security policy of the Windows instance denies the user remote logon rights.

Solution

Follow these steps to troubleshoot the issue:

  1. Check if the username you entered is Administrator.

    • If you are not using the Administrator user

      The default username for RDP connections in Windows is Administrator. If you have not changed this username, try logging on as Administrator.

    • If you are using the Administrator user

      Proceed to the next step.

  2. Verify that you entered the correct username and password in Workbench.

    • Incorrect input

      Manual entry can cause typos. Double-check the spelling of the username and password.

      Note

      Misspelling the username Administrator is a common cause of connection failures.

    • Forgotten password

      Reset the instance password, and then use the new password to log on. For more information, see Reset the instance password.

    • Correct username and password

      Proceed to the next step.

  3. If you previously modified the local security policy on the Windows instance, check if a policy denies users permission for remote logon. To learn how to check, see the Solution for local security policy issues section of What do I do if the "The Remote Desktop User group does not have this permission" error occurs when I connect to a Windows instance over Remote Desktop?

    Note

    First, log on to the Windows instance by using Alibaba Cloud VNC, and then perform the check. For more information, see Connect to an instance by using VNC.

    • If a policy that denies remote logon exists

      Remove the user who is denied remote desktop logon from the local security policy, and then retry the connection.

    • If the local security policy has not been modified or no policy that denies remote logon exists

      Proceed to the next step.

  4. If you are connecting as a non-Administrator user, check whether the user is a member of the Remote Desktop Users group. To learn how to check, see the How to resolve missing remote logon permissions for standard users section of What do I do if the "The Remote Desktop User group does not have this permission" error occurs when I connect to a Windows instance over Remote Desktop?

    • If the user is not a member of the Remote Desktop Users group

      Add the user to the Remote Desktop Users group, and then retry the connection.

    • If the user is a member of the Remote Desktop Users group

      Other system settings on the Windows instance might be restricting remote logon. We recommend that you use Alibaba Cloud VNC for the remote connection. For more information, see Connect to an instance by using VNC.