Macsterguy
Level 1 (114 points)
iOS Apps

Q: Apple Remote Desktop not working

Apple Remote Desktop has stopped working on El Capitan. It will work on LAN locally but not over the internet.

 

Anyone else?

Posted on Sep 30, 2015 10:04 PM

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Macsterguy

Q: Apple Remote Desktop not working

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  • by Allen A,Helpful

    Allen A Allen A Oct 1, 2015 7:46 PM in response to Macsterguy
    Community Specialists
    Oct 1, 2015 7:46 PM in response to Macsterguy

    Hello Macsterguy,

     

    In order to find computers that aren't on your local subnet, you'll need to setup any routers and firewalls on that subnet to pass network pings and TCP as well as UDB packets on ports 3283 and 5900. Chapter 4 (page 53) of the Apple Remote Desktop Admin Guide provides more information about finding and adding clients.

    Apple Remote Desktop Administrator’s Guide
    www.apple.com/server/docs/ARD3.2_AdminGuide.pdf

     

     

    Cheers

  • by jayv.,Helpful

    jayv. jayv. Oct 1, 2015 7:34 AM in response to Macsterguy
    Level 4 (1,290 points)
    Oct 1, 2015 7:34 AM in response to Macsterguy

    Been having that issue since the upgrade too. I have found that on the client computers if you disable "remote management" in system preferences > sharing and then re-enable it, it works as it did before. Definitely a tricky situation as there are a lot of machines I do not have direct access to so disable/re-enable is not an option for those.

  • by harleyrace,

    harleyrace harleyrace Oct 1, 2015 1:22 PM in response to jayv.
    Level 1 (5 points)
    Oct 1, 2015 1:22 PM in response to jayv.

    Having the same issue ...  ARD working fine at all our sites but after upgrading to 10.11 ARD won't connect to any client that is at 3.8.4 .

    Outlook 2011 stopped working as well

  • by jayv.,

    jayv. jayv. Oct 1, 2015 2:05 PM in response to harleyrace
    Level 4 (1,290 points)
    Oct 1, 2015 2:05 PM in response to harleyrace

    Outlook not working properly has been a reported issue in all previous beta versions of 10.11. Does disabling and re-enabling remote management fix it for you?

  • by harleyrace,Helpful

    harleyrace harleyrace Oct 1, 2015 7:45 PM in response to jayv.
    Level 1 (5 points)
    Oct 1, 2015 7:45 PM in response to jayv.

    No... The problem is on the admin side. After loading 10.11 access to most of our clients has been lost.  At first I thought  was a incompatibility issue with the 3.8.4 client but this doesn't appear to be the case. I can still connect to all my clients when running ARD on 10.10. on all subnets.

  • by Macsterguy,

    Macsterguy Macsterguy Oct 1, 2015 7:47 PM in response to Allen A
    Level 1 (114 points)
    iOS Apps
    Oct 1, 2015 7:47 PM in response to Allen A

    It's been a long day and I haven't had a chance to dive in again today... Thanks for the tips - Allen and harleyrace.

  • by itadmca,

    itadmca itadmca Oct 12, 2015 7:23 AM in response to harleyrace
    Level 1 (4 points)
    Oct 12, 2015 7:23 AM in response to harleyrace

    i have the same issue on the local LAN-Network since upgrading to El Capitan. If i try to connect to a remote Mac i will only see a small dialog showing "Connectiong to ...". Running Yosemite ARD works with all clients. Any idea?

     

    Firewall is disabled!

  • by Adifrasnes,

    Adifrasnes Adifrasnes Oct 23, 2015 1:27 AM in response to Macsterguy
    Level 1 (0 points)
    Oct 23, 2015 1:27 AM in response to Macsterguy

    Hello,

     

    I have the same problem. Since I upgraded my MacBook Pro to 10.11, Apple Remote is not connecting any more to the remote computers in my list (LAN and VPN). The dialog box 'Connecting…" remains until timeout. For me, it is not working to disable "remote management" in system preferences > sharing and then re-enable it, as suggested.

    However, it is possible to send a message, chat or update the client software on the same remote computers via Remote Desktop. It is also possible to connect to the same remote computers from my MacBook via Screen Sharing.

    I did a clean install of El Capitan and Remote Desktop on a test computer, and here the connection to the same remote computers is immediate.

    Conclusion, the problem is not the firewall, not the client software on the remote computers, not on a clean install of El Capitan and Apple Remote Desktop but it still remains on the upgraded El Capitan.

    I tried to uninstall Remote Desktop and to clear preferences in /Library/Application Support/Apple/Remote Desktop/, restart computer, re-install Remote Desktop but the problem remains.

     

    Any other suggestion ?

  • by pointroll,Helpful

    pointroll pointroll Oct 28, 2015 1:35 PM in response to Macsterguy
    Level 1 (10 points)
    Oct 28, 2015 1:35 PM in response to Macsterguy

    This ARD issue seems to be one of screen rescaling, as the Apple Console error message reads: Remote Desktop[583]: Could not set scaling factor to -0.062222 when connection to a client is attempted. I was able to run a test and successfully connect with one of my clients once I moved ARD back to my MacBook Pro screen from my attached external monitor. It seems that if ARD tries to access a client while you are on an external monitor, it will fail to connect for some reason.

     

    Try this work-around, as it worked for me, but it may not be a solution for Desktops connected to a monitor which I'm unable to test.

  • by Adifrasnes,

    Adifrasnes Adifrasnes Oct 28, 2015 2:32 PM in response to pointroll
    Level 1 (0 points)
    Oct 28, 2015 2:32 PM in response to pointroll

    Thank you so much. This works for me. I have Remote Desktop indeed almost always on the second screen.

    When I put the Remote Desktop list window on the main MacBook Pro screen it is connecting as normal. Great !

  • by harleyrace,

    harleyrace harleyrace Oct 28, 2015 2:35 PM in response to Adifrasnes
    Level 1 (5 points)
    Oct 28, 2015 2:35 PM in response to Adifrasnes

    Worked for me as well

  • by itadmca,

    itadmca itadmca Oct 29, 2015 12:45 AM in response to pointroll
    Level 1 (4 points)
    Oct 29, 2015 12:45 AM in response to pointroll

    Works for me, but this is only a temporary solution. I need to work on my second monitor.

  • by Martin Boswell,

    Martin Boswell Martin Boswell Oct 29, 2015 9:01 AM in response to Adifrasnes
    Level 1 (5 points)
    Oct 29, 2015 9:01 AM in response to Adifrasnes

    I use ARD on a 2nd monitor on a Mac Pro.  After El Captain update, all connections worked normally except connections to version 3.4 clients (they're PPC 10.5 machines). 

     

    When trying to Control or Observe the 3.4 clients, the Remote Desktop window would lose focus, but no Control/Observe window would appear.  The client was listed, however, in the Window menu...but I couldn't "see" a window on the monitor.

     

    Following the lead of Adifrasnes, I moved the Remote Desktop window to my primary monitor, quit ARD, relaunched it, and was then able to Observe/Control the 3.4 clients successfully.

     

    Thanks for the tip.

  • by the.warden,

    the.warden the.warden Nov 3, 2015 11:06 AM in response to jayv.
    Level 1 (4 points)
    Nov 3, 2015 11:06 AM in response to jayv.

    Thanks Jayv.  This resolved our issue so far.  We also had the issue that El Capitan wiped the manual IP config and had to reenter everything.

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