You signed in with another tab or window. Reload to refresh your session.You signed out in another tab or window. Reload to refresh your session.You switched accounts on another tab or window. Reload to refresh your session.Dismiss alert
description: How to resolve issues with the Remote Desktop client when connecting to Azure Virtual Desktop.
4
4
author: Heidilohr
5
5
ms.topic: troubleshooting
6
-
ms.date: 09/15/2022
6
+
ms.date: 09/20/2022
7
7
ms.author: helohr
8
8
manager: femila
9
9
---
10
10
# Troubleshoot the Remote Desktop client
11
11
12
12
This article describes common issues with the Remote Desktop client and how to fix them.
13
13
14
-
## Remote Desktop client for Windows 7 or Windows 10 stops responding or cannot be opened
14
+
## All clients
15
15
16
-
Starting with version 1.2.790, you can reset the user data from the About page or using a command.
16
+
In this section you'll find troubleshooting guidance for all Remote Desktop clients.
17
17
18
-
Use the following command to remove your user data, restore default settings and unsubscribe from all Workspaces.
18
+
### Remote Desktop Client doesn't show my resources
19
+
20
+
First, check the Azure Active Directory account you're using. If you've already signed in with a different Azure Active Directory account than the one you want to use for Azure Virtual Desktop, you should either sign out or use a private browser window.
21
+
22
+
If you're using Azure Virtual Desktop (classic), use the web client link in [this article](./virtual-desktop-fall-2019/connect-web-2019.md) to connect to your resources.
23
+
24
+
If that doesn't work, make sure your app group is associated with a workspace.
25
+
26
+
## Windows client
27
+
28
+
In this section you'll find troubleshooting guidance for the Remote Desktop client for Windows.
29
+
30
+
### Remote Desktop client for Windows stops responding or cannot be opened
31
+
32
+
If the Remote Desktop client for Windows stops responding or cannot be opened, you may need to reset your client. Starting with version 1.2.790, you can reset the user data from the About page or using a command.
33
+
34
+
You can also use the following command to remove your user data, restore default settings and unsubscribe from all Workspaces. From a Command Prompt or PowerShell session, run the following command:
19
35
20
36
```cmd
21
37
msrdcw.exe /reset [/f]
22
38
```
23
39
24
40
If you're using an earlier version of the Remote Desktop client, we recommend you uninstall and reinstall the client.
25
41
26
-
##Web client won't open
42
+
### Authentication issues while using an N SKU
27
43
28
-
First, test your internet connection by opening another website in your browser; for example, [www.bing.com](https://www.bing.com).
44
+
Authentication issues can happen because you're using an *N* SKU of Windows without the media features pack. To resolve this issue, [install the media features pack](https://support.microsoft.com/topic/media-feature-pack-list-for-windows-n-editions-c1c6fffa-d052-8338-7a79-a4bb980a700a).
29
45
30
-
Use **nslookup** to confirm DNS can resolve the FQDN:
46
+
### Authentication issues when TLS 1.2 not enabled
31
47
32
-
```cmd
33
-
nslookup rdweb.wvd.microsoft.com
34
-
```
48
+
Authentication issues can happen when your client doesn't have TLS 1.2 enabled. This is most likely with Windows 7 where TLS 1.2 is not enabled by default. To enable TLS 1.2 on Windows 7, you need to set the following registry values:
35
49
36
-
Try connecting with another client, like Remote Desktop client for Windows 7 or Windows 10, and check to see if you can open the web client.
### Can't open other websites while connected to the web client
59
+
You can configure these registry values by running the following commands from an elevated PowerShell session:
39
60
40
-
If you can't open other websites while you're connected to the web client, there might be network connection problems or a network outage. We recommend you contact network support.
### Your client can't connect but other clients on your network can connect
75
+
### Windows client blocks Azure Virtual Desktop (classic) feed
47
76
48
-
If your browser starts acting up or stops working while you're using the web client, follow these instructions to troubleshoot it:
77
+
If the Windows client feed won't show Azure Virtual Desktop (classic) apps, follow these instructions as an admin of Azure Virtual Desktop in Azure:
49
78
50
-
1. Restart the browser.
51
-
2. Clear browser cookies. See [How to delete cookie files in Internet Explorer](https://support.microsoft.com/help/278835/how-to-delete-cookie-files-in-internet-explorer).
52
-
3. Clear browser cache. See [clear browser cache for your browser](https://binged.it/2RKyfdU).
53
-
4. Open browser in Private mode.
79
+
1. Check if the Conditional Access policy includes the app IDs associated with Azure Virtual Desktop (classic).
80
+
2. Check if the Conditional Access policy blocks all access except Azure Virtual Desktop (classic) app IDs. If so, you'll need to add the app ID.**9cdead84-a844-4324-93f2-b2e6bb768d07** to the policy to allow the client to discover the feeds.
54
81
55
-
## Client doesn't show my resources
82
+
If you can't find the app ID 9cdead84-a844-4324-93f2-b2e6bb768d07 in the list, you'll need to re-register the Azure Virtual Desktop resource provider. To re-register the resource provider:
56
83
57
-
First, check the Azure Active Directory account you're using. If you've already signed in with a different Azure Active Directory account than the one you want to use for Azure Virtual Desktop, you should either sign out or use a private browser window.
84
+
1. Sign in to the Azure portal.
85
+
2. Go to **Subscription**, then select your subscription.
86
+
3. In the menu on the left side of the page, select **Resource provider**.
87
+
4. Find and select **Microsoft.DesktopVirtualization**, then select **Re-register**.
58
88
59
-
If you're using Azure Virtual Desktop (classic), use the web client link in [this article](./virtual-desktop-fall-2019/connect-web-2019.md) to connect to your resources.
89
+
## Web client
60
90
61
-
If that doesn't work, make sure your app group is associated with a workspace.
91
+
In this section you'll find troubleshooting guidance for the Remote Desktop Web client.
62
92
63
-
## Web client stops responding or disconnects
93
+
###Web client stops responding or disconnects
64
94
65
95
Try connecting using another browser or client.
66
96
67
-
### Other browsers and clients also malfunction or fail to open
97
+
### Web client won't open
98
+
99
+
First, test your internet connection by opening another website in your browser, for example [www.bing.com](https://www.bing.com).
68
100
69
-
If issues continue even after you've switched browsers, the problem may not be with your browser, but with your network. We recommend you contact network support.
101
+
Next, open a Command Prompt or PowerShell session and use **nslookup** to confirm DNS can resolve the FQDN by running the following command:
70
102
71
-
## Web client keeps prompting for credentials
103
+
```cmd
104
+
nslookup rdweb.wvd.microsoft.com
105
+
```
106
+
107
+
If one or neither of these work, you most likely have a problem with your network connection. We recommend you contact your network admin for help.
108
+
109
+
### Your client can't connect but other clients on your network can connect
110
+
111
+
If your browser starts acting up or stops working while you're using the web client, try these actions to resolve it:
112
+
113
+
1. Restart the browser.
114
+
2. Clear browser cookies. See [How to delete cookie files in Internet Explorer](https://support.microsoft.com/help/278835/how-to-delete-cookie-files-in-internet-explorer).
115
+
3. Clear browser cache. See [clear browser cache for your browser](https://binged.it/2RKyfdU).
116
+
4. Open browser InPrivate mode.
117
+
118
+
If issues continue even after you've switched browsers, the problem may not be with your browser, but with your network. We recommend you contact your network admin for help.
119
+
120
+
### Web client keeps prompting for credentials
72
121
73
122
If the Web client keeps prompting for credentials, follow these instructions:
74
123
@@ -78,36 +127,12 @@ If the Web client keeps prompting for credentials, follow these instructions:
78
127
4. Clear browser cache. For more information, see [Clear browser cache for your browser](https://binged.it/2RKyfdU).
79
128
5. Open your browser in Private mode.
80
129
81
-
## Web client
82
-
83
130
### Web client out of memory
84
131
85
132
When using the web client, if you see the error message "Oops, we couldn't connect to 'SessionDesktop,'" (where *SessionDesktop* is the name of the resource you're connecting to), then the web client has run out of memory.
86
133
87
134
To resolve this issue, you'll need to either reduce the size of the browser window or disconnect all existing connections and try connecting again. If you still encounter this issue after doing these things, ask your local admin or tech support for help.
88
135
89
-
#### Authentication issues while using an N SKU
90
-
91
-
This issue may also be happening because you're using an N SKU without a media features pack. To resolve this issue, [install the media features pack](https://support.microsoft.com/topic/media-feature-pack-list-for-windows-n-editions-c1c6fffa-d052-8338-7a79-a4bb980a700a).
92
-
93
-
#### Authentication issues when TLS 1.2 not enabled
94
-
95
-
Authentication issues can also happen when your client doesn't have TLS 1.2 enabled. To learn how to enable TLS 1.2 on a compatible client, see [Enable TLS 1.2 on client or server operating systems](/troubleshoot/azure/active-directory/enable-support-tls-environment?tabs=azure-monitor#enable-tls-12-on-client-or-server-operating-systems).
96
-
97
-
## Windows client blocks Azure Virtual Desktop (classic) feed
98
-
99
-
If the Windows client feed won't show Azure Virtual Desktop (classic) apps, follow these instructions:
100
-
101
-
1. Check if the Conditional Access policy includes the app IDs associated with Azure Virtual Desktop (classic).
102
-
2. Check if the Conditional Access policy blocks all access except Azure Virtual Desktop (classic) app IDs. If so, you'll need to add the app ID **9cdead84-a844-4324-93f2-b2e6bb768d07** to the policy to allow the client to discover the feeds.
103
-
104
-
If you can't find the app ID 9cdead84-a844-4324-93f2-b2e6bb768d07 in the list, you'll need to register the Azure Virtual Desktop resource provider. To register the resource provider:
105
-
106
-
1. Sign in to the Azure portal.
107
-
2. Go to **Subscription**, then select your subscription.
108
-
3. In the menu on the left side of the page, select **Resource provider**.
109
-
4. Find and select **Microsoft.DesktopVirtualization**, then select **Re-register**.
110
-
111
136
## Next steps
112
137
113
138
- For an overview on troubleshooting Azure Virtual Desktop and the escalation tracks, see [Troubleshooting overview, feedback, and support](troubleshoot-set-up-overview.md).
0 commit comments