"A private session could not be established. Would you like to connect to a shared session instead?" Messsage

SYMPTOMS

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.

 

Old KRC

noprivate.png

CAUSE

The above message will be displayed if:

  1. The Operating System of the agent machine does not support the 1-Click Access or Private Session feature. Please refer to online help (http://help.kaseya.com/WebHelp/EN/VSA/9040000/reqs/index.asp#18007.htm) for details. Please note that Windows XP and Windows Server 2003 are not supported.
  2. Remote desktop policy on the agent machine prohibits remote connections or requires Windows native RDC client with Network Level Authentication.
  3. There is a conflicting group policy setting not allowing the private remote session to authenticate over RDP

SOLUTION

Letting Private session set RDP connections and NLA setting

  1. When you open a private session and RDP and NLA settings are incorrect, the KLC app will prompt you with the following:mceclip0.png
  2. Choose whichever option you want, this should set the RDP and NLA settings for you without having to do it manually.

Setting RDP connections and NLA manually

  1. If the agent machine has supported OS, go to Control Panel > System and Security > System > Remote Settings

  2. configure as shown below 

remote_settings.png

Conflicting Group Policy

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 

  1. Run gpedit.msc, next expand Computer Configuration >> Administrative Templates >> Windows Components >> Remote Desktop Services >> Remote Desktop Session Host >> Security
  2. Next, select the policy for "Require use of specific security layer for remote (RDP) connections"
    • 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

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APPLIES TO

Kaseya VSA

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