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"A private session could not be established. Would you like to connect to a shared session instead?" Messsage - Connect IT Community | Kaseya
<main> <article class="userContent"> <h3 data-id="symptoms">SYMPTOMS</h3> <p>When trying to connect to a Windows computer using Kaseya Remote Control (KRC) with a private session or using 1-Click Access, the remote control viewer displays the below message.</p> <p> </p> <p dir="auto"><img src="https://helpdesk.kaseya.com/attachments/token/VQPS45rBOSa0sG2H3L0J4GfpY/?name=image001.png" width="363" height="261" alt="image" class="embedImage-img importedEmbed-img"></img></p> <p dir="auto"><img src="https://helpdesk.kaseya.com/attachments/token/9F2OZuKDeetdMmV01Nt9fTOar/?name=image002.png" width="338" height="190" alt="image" class="embedImage-img importedEmbed-img"></img></p> <p><em>Old KRC</em></p> <p><img src="/attachments/token/4QfceEvkiYyP2MeKRQ5GiWhgE/?name=noprivate.png" alt="noprivate.png" width="503" height="222" class="embedImage-img importedEmbed-img"></img></p> <h3 data-id="cause">CAUSE</h3> <p>The above message will be displayed if:</p> <ol><li>The Operating System of the agent machine does not support the 1-Click Access or Private Session feature. Please refer to online help (<a href="/home/leaving?allowTrusted=1&target=http%3A%2F%2Fhelp.kaseya.com%2FWebHelp%2FEN%2FVSA%2F9040000%2Freqs%2Findex.asp%2318007.htm%29">http://help.kaseya.com/WebHelp/EN/VSA/9040000/reqs/index.asp#18007.htm)</a> for details.<em> Please note that Windows XP and Windows Server 2003 are not supported.</em> </li> <li>Remote desktop policy on the agent machine prohibits remote connections or requires Windows native RDC client with Network Level Authentication.</li> <li>There is a conflicting group policy setting not allowing the private remote session to authenticate over RDP</li> </ol><h3 data-id="solution">SOLUTION</h3> <p><strong>Letting Private session set RDP connections and NLA setting</strong></p> <ol><li>When you open a private session and RDP and NLA settings are incorrect, the KLC app will prompt you with the following:<img src="https://helpdesk.kaseya.com/hc/article_attachments/360016064418/mceclip0.png" alt="mceclip0.png" class="embedImage-img importedEmbed-img"></img></li> <li>Choose whichever option you want, this should set the RDP and NLA settings for you without having to do it manually.</li> </ol><p><strong>Setting RDP connections and NLA manually</strong></p> <ol><li> <p>If the agent machine has supported OS, go to <em>Control Panel > System and Security > System > Remote Settings</em></p> </li> <li> <p>configure as shown below </p> </li> </ol><p><img src="/attachments/token/RR9LxX9H0wmLLe5kPqIfu5tZc/?name=remote+settings.png" alt="remote_settings.png" width="772" height="460" class="embedImage-img importedEmbed-img"></img></p> <p><strong>Conflicting Group Policy</strong></p> <p>If you use group policies on your devices there may be conflicting policies that will not allow Private or 1 click access sessions to work properly. Be sure to review the following group policy </p> <ol><li>Run <strong>gpedit.msc</strong>, next expand <strong>Computer Configuration</strong> >> <strong>Administrative Templates >> Windows Components >> Remote Desktop Services >> Remote Desktop Session Host >> Security</strong> </li> <li>Next, select the policy for "Require use of specific security layer for remote (RDP) connections" <ul><li>Ensure that the policy is set to "Not Configured" or if it needs to be enabled set the security layer to "Negotiate" and hit apply</li> </ul></li> </ol><p><img src="https://helpdesk.kaseya.com/hc/article_attachments/360016065458/blobid0.jpg" alt="blobid0.jpg" class="embedImage-img importedEmbed-img"></img></p> <p> </p> <p><strong>APPLIES TO</strong></p> <p>Kaseya VSA</p> </article> </main>