Article ID: 2578133 - View products that this article applies to.
Consider the following scenario:
Remote Desktop can’t connect to the remote computer "<name>" for one of the these reasons:
1) Your user account is not authorized to access the RD Gateway "<name>"
2) Your computer is not authorized to access the RD Gateway "<name>"
3) You are using an incompatible authentication method (for example, the RD Gateway might be expecting a smart card but you provided a password)
Contact your network administrator for assistance.
This issue occurs because the Remote Desktop Gateway service uses an incorrect method to encode user name characters.
The Remote Desktop Gateway service takes advantage of the Network Policy Server (NPS) service to handle user authentication requests. However, the Remote Desktop Gateway service does not encode user name characters by using the encoding method that the NPS service uses. Therefore, the user cannot connect to the remote desktop server and they receive an error message.
Hotfix informationA supported hotfix is available from Microsoft. However, this hotfix is intended to correct only the problem that described in this article. Apply this hotfix only to systems that are experiencing the problem described in this article. This hotfix might receive additional testing. Therefore, if you are not severely affected by this problem, we recommend that you wait for the next software update that contains this hotfix.
If the hotfix is available for download, there is a "Hotfix download available" section at the top of this Knowledge Base article. If this section does not appear, contact Microsoft Customer Service and Support to obtain the hotfix.
Note If additional issues occur or if any troubleshooting is required, you might have to create a separate service request. The usual support costs will apply to additional support questions and issues that do not qualify for this specific hotfix. For a complete list of Microsoft Customer Service and Support telephone numbers or to create a separate service request, visit the following Microsoft website:
http://support.microsoft.com/contactus/?ws=supportNote The "Hotfix download available" form displays the languages for which the hotfix is available. If you do not see your language, it is because a hotfix is not available for that language.
PrerequisitesTo apply this hotfix, you must be running one of the following operating systems:
For more information about how to obtain a Windows Server 2008 R2 service pack, click the following article number to view the article in the Microsoft Knowledge Base:
(http://support.microsoft.com/kb/976932/ )Information about Service Pack 1 for Windows 7 and for Windows Server 2008 R2
Registry informationTo use the hotfix in this package, you do not have to make any changes to the registry.
Restart requirementYou do not have to restart the computer after you apply this hotfix. However, you have to stop the Remote Desktop Gateway service before you install the hotfix to avoid restarting the computer.
Hotfix replacement informationThis hotfix does not replace a previously released hotfix.
File informationThe global version of this hotfix installs files that have the attributes that are listed in the following tables. The dates and the times for these files are listed in Coordinated Universal Time (UTC). The dates and the times for these files on your local computer are displayed in your local time together with your current daylight saving time (DST) bias. Additionally, the dates and the times may change when you perform certain operations on the files.
Windows Server 2008 R2 file information notesImportant Windows 7 hotfixes and Windows Server 2008 R2 hotfixes are included in the same packages. However, hotfixes on the Hotfix Request page are listed under both operating systems. To request the hotfix package that applies to one or both operating systems, select the hotfix that is listed under "Windows 7/Windows Server 2008 R2" on the page. Always refer to the "Applies To" section in articles to determine the actual operating system that each hotfix applies to.
For all supported x64-based versions of Windows Server 2008 R2
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To work around this issue, rename the user account to remove the localized characters. This issue does not occur if all user name characters are from the ASCII character set.
Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.
For more information about software update terminology, click the following article number to view the article in the Microsoft Knowledge Base:
824684For more information about RD Web Access, visit the following Microsoft TechNet website:
(http://support.microsoft.com/kb/824684/ )Description of the standard terminology that is used to describe Microsoft software updates
General information about Remote Desktop Web Access
Additional file information
Additional file information for Windows Server 2008 R2
Additional files for all supported x64-based versions of Windows Server 2008 R2
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Article ID: 2578133 - Last Review: August 15, 2012 - Revision: 3.0