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Installing the RDP Agent

RDP agents enable secure remote desktop access to your managed assets, allowing technicians to troubleshoot and resolve issues from anywhere.

This guide provides step-by-step instructions for installing the standalone RDP Agent on Windows, Linux, and macOS systems. This agent is designed to facilitate secure remote connections for your support teams.

Looking for a unified agent?

For a streamlined deployment on Windows that includes both asset discovery and remote desktop capabilities, refer to the Installing Discovery + RDP Agent guide.

Prerequisites​

Before installing RDP agents, ensure your system meets the following requirements:

System Requirements​

Windows Systems​

  • Operating System: Windows 8 and above versions
  • Architecture: 32-bit and 64-bit supported
  • Dependencies:
    • .NET version 4 and above
    • Microsoft Visual C++ 2015 and above

Linux Systems​

  • Supported Distributions: Ubuntu, RedHat, and other Linux distributions
  • Permissions: Root access required
  • Display Drivers: Wayland support may require additional configuration

macOS Systems​

  • Operating System: macOS 10.15 and above
  • Permissions: Root access required
  • SSL Certificate: Valid SSL certificate required

Required Information​

You'll need the following information from your ServiceOps portal:

  • ServiceOps Server URL: Your ServiceOps portal URL
  • Activation Code: Available in Admin > Organization > Account > License Details
  • Secure Auth Code: Available in Agent Credential Profile settings
  • Protocol: HTTP or HTTPS (depending on your configuration)

Pre-Installation Requirements​

  1. Asset Discovery: The target asset must be discovered in ServiceOps (Agentless or Agent-based)

  2. RDP Server Installation: The RDP server (MeshCentral) must be installed and configured

  3. Network Access: Ensure the ServiceOps server domain is publicly accessible or add host entries. You can add the host entry at the below path:

    • Windows OS: c:\Windows\System32\Drivers\etc\hosts Syntax for host entry:

      {Live IP Address} {ServiceOps Server Client Domain name}

      For Example: 172.16.12.134 demo.motadataserviceops.com

  4. Firewall Configuration: Configure appropriate firewall rules for RDP communication

note
  • In SaaS application, only RDP config type is supported
  • The following ports are required for installing an agent:
    • HTTP - 80
    • HTTPS - 443
  • To ensure a successful RDP agent installation, download the MotadataRemote.exe file on the target machine and exclude it from the antivirus scan to avoid detection as malware. For example, if you're using Bitdefender Antivirus, refer to the document “How to Exclude ServiceOps Agent from Bitdefender Antivirus Scan".
  • Add rdpapp and Remote folders at the specified locations for Windows installations"
    • C:\Program Files (x86)\Motadata\Motadata RDP WinServer\rdpapp
    • C:\ProgramData\Remote

Installation Methods​

ServiceOps provides multiple options for installing RDP agents. Choose the method that best suits your environment:

Windows RDP Agent Installation​

Step 1: Download the Agent​

  1. Navigate to the Download Links section in your ServiceOps documentation
  2. Download the latest Windows RDP agent (.msi) file
  3. Choose the appropriate version (32-bit or 64-bit) for your system

Step 2: Run the Installation​

  1. Run the .msi file with administrator rights
  2. The User Access Control popup will appear - click Yes to continue
  3. Follow the installation wizard

Step 3: Configure Connection Settings​

  1. Click Next to proceed with the installation
  2. Enter the following details:
    • URL: Your ServiceOps server URL
    • Port: Leave blank for default ports, or enter specific port (443 for HTTPS)
    • Protocol: Select HTTP or HTTPS based on your configuration

Step 4: Enter Authentication​

Choose one of the following authentication methods:

For Upgrade Scenarios​
  • Secure Communication: Enter the Secure Auth key from Agent Credential Profile
  • Activation Code: Enter the activation code from License Details
For New Installations​
  • Secure Communication: Enter the Secure Auth key from Agent Credential Profile

  • Activation code feature will not work for new installations

Step 5: Complete Installation​

  1. Click Install to begin the installation process

  1. Wait for the installation to complete
  2. Click Finish when the wizard completes

Step 6: Verify Installation​

  1. Check that the agent appears in Programs and Features
  2. Verify the agent appears in the RDP Agent tab of the RDP Configuration page
  3. Confirm the agent is listed in your ServiceOps portal.

Post-Installation Verification​

Check Agent Status​

  1. Windows: Check Services app for the RDP agent service
  2. Linux: Use systemctl status motadata_rdpwrapper.service
  3. macOS: Check LaunchDaemons for the RDP agent service

Verify Portal Registration​

  1. Log into your ServiceOps portal
  2. Navigate to RDP Configuration > RDP Agents
  3. Verify your agent appears in the list
  4. Check that the agent status shows as "Online"

Test RDP Functionality​

  1. Wait for Registration: Allow 5-7 minutes after installation before testing
  2. Establish Connection: Try to establish an RDP connection from the ServiceOps portal
  3. Verify Session: Ensure the RDP session connects successfully without errors

Troubleshooting Common Issues​

Encountering issues during RDP agent setup? This section provides solutions to common problems to help you get back on track.

For a more detailed guide on resolving RDP-related problems, refer to the RDP Installation and Troubleshooting guide.

Installation Issues
  • Problem: Permission denied during installation
  • Solution: Ensure you're running with appropriate permissions (admin/root)
Connection Issues
  • Problem: RDP agent cannot connect to ServiceOps server
  • Solution: Verify URL, port, and network connectivity
Authentication Issues
  • Problem: Invalid activation code or secure auth key
  • Solution: Double-check the codes from your ServiceOps portal
RDP Session Issues
  • Problem: RDP sessions fail to establish
  • Solution: Verify RDP server is running and properly configured
Firewall Issues
  • Problem: Communication blocked
  • Solution: Configure firewall rules for required ports (80, 443, 8443)
Antivirus Issues
  • Problem: Antivirus blocks RDP agent
  • Solution: Exclude MotadataRemote.exe from antivirus scans

Configuration Best Practices​

Follow these best practices to ensure a secure, stable, and optimized RDP agent configuration.

Network Configuration
  • Ensure RDP agents can communicate with the ServiceOps server
  • Configure appropriate firewall rules for RDP communication
  • Use HTTPS for secure communication when possible
Security Considerations
  • Keep activation codes and secure auth keys confidential
  • Regularly update RDP agents to match your ServiceOps version
  • Monitor RDP session logs for security issues
  • Use strong authentication methods
Performance Optimization
  • Deploy RDP agents during low-usage periods
  • Monitor system resources during RDP sessions
  • Configure appropriate session timeouts

RDP Server Integration​

Proper integration with the RDP server is crucial for enabling remote access. This section outlines the key requirements and deployment options.

Prerequisites
  1. RDP Server Installation: Install the MeshCentral RDP server
  2. Configuration: Configure RDP settings in the ServiceOps portal
  3. Network Access: Ensure proper network connectivity between RDP server and agents
Deployment Options
  • Local Deployment: RDP Server and ServiceOps Server on the same machine
  • Remote Deployment: RDP Server and ServiceOps Server on different machines
Port Configuration
  • Local Connection: Port 8443 must be enabled
  • Remote Connection: Port 443 is used
  • Database Access: Port 5432 for database connectivity

Next Steps​

After successfully installing RDP agents:

  1. Configure RDP Settings: Set up connection types and security settings
  2. Test Remote Access: Verify RDP sessions work correctly
  3. Set Up Monitoring: Configure alerts for RDP session events
  4. Deploy Additional Agents: Install RDP agents on remaining target machines

For detailed configuration options and advanced settings, refer to the RDP Configuration guide in the Core Concepts section.