Troublshooting steps article

Author: RoseHJM

articles/dev-box/how-to-resolve-dev-box-connectivity-issues.md

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+---  
+title: Troubleshoot Dev Box Remote Desktop issues    
+description: Learn how to resolve common Remote Desktop connection issues with dev doxes to maintain a stable workflow.
+author: RoseHJM    
+ms.author: rosemalcolm  
+ms.service: dev-box    
+ms.topic: troubleshooting-general    
+ms.date: 10/22/2024
+  
+#customer intent: As a developer, I want to troubleshoot my Remote Desktop connection issues with dev boxes so that I can maintain a stable and efficient workflow.    
+---  
+  
+# Troubleshoot Remote Desktop connectivity issues with dev boxes  
+  
+If you're experiencing problems with your Remote Desktop connection to your dev box, this guide can help you find and fix the issues quickly. Whether it's frequent disconnections, latency, or sign-in problems, we've got solutions that can get you back on track.  
+  
+## Prerequisites  
+  
+Before you begin troubleshooting, ensure you have:  
+  
+- Access to your dev box.  
+- Administrative permissions if needed.  
+- An understanding of your organization's policies related to dev boxes.  
+
+## Steps for troubleshooting 
+  
+Remote Desktop connections are essential for accessing your Dev Box. However, connectivity issues cansometimes arise due to various factors. This guide provides a comprehensive step-by-step approach to troubleshooting common Remote Desktop connection problems, ensuring that your workflow remains uninterrupted.
+ 
+Before proceeding with troubleshooting, ensure that your Remote Desktop app is updated and both your client computer and Dev Box have the latest updates installed. 
+
+Be aware that any improper network configurations on your Dev Box can disrupt Remote Desktop connections. 
+
+Additionally, if you haven't accessed your Dev Box in the past three months, check if you might have been removed from Azure Active Directory (AAD) due to inactivity. In such cases, contact the Cloud PC Service support team for assistance in regaining access.
+
+### Step 0: Preliminary Checks
+- **Internet Connection:** Verify that your local machine has an active internet connection.
+- **Dev Box Status:** Confirm that your Dev Box is running through the Dev Box portal.
+- **Proxy Settings:** Incorrect internet proxy settings can interfere with the Remote Desktop experience, so ensure these are correctly configured.
+
+### Step 1: Windows Update and App Restart
+- **Pending Updates:** If a Windows update is in progress, it may take up to 30 minutes, during which your Dev Box won't connect.
+- **Restart Remote Desktop:** Close all instances of the Remote Desktop app, terminate any 'msrdc.exe' and 'msrdcw.exe' processes via Task Manager, and then reopen the app to attempt reconnection.
+
+### Step 2: Addressing App Hang and Authentication Issues
+- **App Hang:** If the Remote Desktop app hangs, capture a process dump of MSRDC.exe and create a support request. Restart your computer and try connecting again.
+- **Authentication Errors:** If denied sign-in despite correct credentials, check the AAD join status using dsregcmd.exe /status. Resolve any errors with the helpdesk and restart your computer. If authentication errors persist, unsubscribe and resubscribe to your Dev Box pool in the app. Ensure that your client machine connects to the MSFT VPN if using PIN authentication with a Hybrid-AD joined Dev Box.
+
+### Step 3: Browser Client Connection
+- **Browser Access:** Attempt to connect via the browser client by visiting https://DevBox.microsoft.com and selecting "Open in browser".
+- **Black Screen Issue:** If the RDP window is black, "Shutdown" or "Stop" your Dev Box via the portal and restart it.
+
+### Step 4: Connection Drops During High CPU Load
+**Registry Adjustment:** If you experience frequent connection drops with the Remote Desktop app during high CPU load, ensure your Dev Box has the latest Windows 11 build. Set the `SetGpuRealtimePriority` registry value to DWORD 2 in the Dev Box and restart.
+
+```
+key: HKLM\SYSTEM\CurrentControlSet\Control\Terminal Server\WinStations
+value name: SetGpuRealtimePriority
+value: DWORD 2
+```
+
+You can set the `SetGpuRealtimePriority` registry value by using this command in an elevated shell:
+
+```
+reg add "HKLM\SYSTEM\CurrentControlSet\Control\Terminal Server\WinStations" /v SetGpuRealtimePriority /d 2 /t REG_DWORD
+```  
+
+### Step 5: Connection Drops During Low CPU Usage
+
+If you experience frequent connection drops with the Remote Desktop app despite low CPU usage on the Dev Box, switch Remote Desktop to use TCP instead of UDP. 
+
+You can configure this setting through a registry edit, or through Group Policy. 
+
+**Use TCP instead of UDP - Registry edit:** 
+Close the Remote Desktop app, apply the following registry setting on your client computer, and try reconnecting.
+
+```
+key: HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Windows NT\Terminal Services\Client
+value name: fClientDisableUDP
+value: DWORD 1
+```
+
+You can set the above using this command in an elevated shell:
+
+```
+reg add "HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Windows NT\Terminal Services\Client" /v fClientDisableUDP /d 1 /t REG_DWORD
+```
+
+**Use TCP instead of UDP - Group policy** 
+Alternatively, use Group Policy Editor on your Dev Box to set RDP transport protocols to "Use only TCP".
+
+1. Open the Group Policy Editor on your Dev Box.
+2. Navigate to **Computer Configuration > Administrative Templates > Windows Components > Remote Desktop Services > Remote Desktop Session Host > Connections**.
+3. Open the policy setting **Select RDP transport protocols**.
+4. Set it to **Enabled**.
+5. For **Select Transport Type**, select **Use only TCP**.
+
+If the preceeding steps don't resolve your issue, please contact the Dev Box team support by creating an incident [here]. For urgent or widespread issues, raise the priority of the incident or email the Dev Box team directly at [email protected]. 
+
+Include the following details in your incident report:
+
+- The time the issue occurred
+- Impacted users
+- A detailed description of the problem
+- The Activity ID from your Remote Desktop session, if available. You can find this ID by clicking on the connection bar during your session.
+
+   :::image type="content" source="media/how-to-resolve-dev-box-connectivity-issues/troubleshooting-connection-bar.png" alt-text="Alt text":::
+
+- Include information from the connection dialog.
+ 
+   :::image type="content" source="media/how-to-resolve-dev-box-connectivity-issues/troubleshooting-connection-information-dialog.png" alt-text="alt text":::
+
+In macOS clients use the terminal to change connections to TCP instead of UDP:
+
+In the app:
+```
+defaults write com.microsoft.rdc.macos ClientSettings.EnableAvdUdpSideTransport false
+```
+
+In the beta app:
+```
+defaults write com.microsoft.rdc.osx.beta ClientSettings.EnableAvdUdpSideTransport false
+```
+
+
+## Related content
+- [Troubleshoot and resolve dev box Remote Desktop connectivity issues](how-to-troubleshoot-repair-dev-box.md)