Cannot Connect to Desktop PC
If you can’t connect to a person’s computer through Go To Assist or Logmein Rescue, there are a few things you can try in order to connect.
1. Remote Desktop – This is usually the first thing to try in order to connect. You will need to know either the IP address or name of the machine. If the user doesn’t know the name or IP, have them open a Command Prompt and type ipconfig. Look for IPv4 address. For finding the name, in a Command Prompt type hostname and hit enter. The result is the computer’s name. Then just log on to the OM -> go to Start -> Run -> type mstsc -> hit Enter -> type in the computer name or IP address -> click Connect. You may need to specify the Fully Qualified Domain Name (FQDN). It would look like computername.domain.local.
2. Service Center – If the computer is listed in Service Center, try connecting to it there. Otherwise see if you can connect to the remote Command Prompt or remote Services.
3. VNC – From the OM, go to D:TechAdvantageToolsVNC. Choose one of the VNC options, Push VNC, RealVNC, or UltraVNC. Push VNC does not need to be installed. Enter the computer’s name or IP, then user and password. Once you have those in, try connecting.
4. Safe Mode with Networking – If nothing else works, try turning the computer off. Boot it back up, but immediately start tapping the F8 key at a quick pace. This should load up some boot options. Choose Safe Mode with Networking. See if you can connect to their machine now.
5. If none of these worked, chances are we will need to onsite the issue. Speak with Tier 2.