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Cannot remote control a terminal session on multiple monitors

Posted on 2011-03-14
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Last Modified: 2012-06-22
Hi,

Other people have already asked this question without getting a complete answer, but I try again in the hope that a solution has been found since then:

Some of our customers log on to our terminal servers using dual monitors on their workstations.
This works fine from them, but if we try to do a remote control of their session to offer assistance, we get the error

"Access denied."

I've seen from older threads that this is a known problem, but does anybody know if this problem has been adressed recently?
I really hope that there is a solution to this, as it is giving us a bug problem when we are supporting our customers.
The current workaround is to ask the user to log off and log on again with only one monitor - not an ideal solution!

Any help would be greatly appreciated!
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Question by:Dataing
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Expert Comment

by:bbao
ID: 35134387
would you please give some URLs of the old threads for hints??
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Author Comment

by:Dataing
ID: 35135631
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Accepted Solution

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skyrocketguy earned 1500 total points
ID: 35169140
I opened a case with Microsoft for this exact reason.  I also asked about the hotfix in KB 979526 mentioned in other threads.

My support rep said that multi-monitor is no longer supported and cited this KB article:

http://support.microsoft.com/kb/2484290/

Their stance right now is to use Remote Assistance.  I've tested it and it works well with dual monitors.  However, it is not as easy to use as it was in the past with terminal server 2003.
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Expert Comment

by:skyrocketguy
ID: 35169143
They also said that the hotfix in KIB 979526 caused issues and is no longer offered.
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Author Closing Comment

by:Dataing
ID: 35197596
Not a solution to my problem, but a good explanation of why my problem currently cannot be solved the way I hoped. Oh well.
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