Azure Virtual Desktop
A Microsoft desktop and app virtualization service that runs on Azure. Previously known as Windows Virtual Desktop.
1,451 questions
Unable to access AVD client version on MacBook after successful login.
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azim
20
Reputation points
After signing-in successfully to the remote desktop client to MacBook, users are stuck in black screen for a long period (more than 15 minutes). Issue recently occurs this month (April).
- Internet speed test for download and upload is 90Mbps+
- Able to access remote desktop environment for windows laptop and remote desktop web version for MacBook.
- Remote desktop version in MacBook is install with the latest version.
- Affected user's profile size are less than 90%.
- Microsoft remote desktop version used are 10.7.9 (2011) and 10.8.0 (2032). Anyone has encountered this issue? Any help will be great.
{count} votes
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vipullag-MSFT 26,021 Reputation points2023-04-20T08:26:18.27+00:00 Hello azim Welcome to Microsoft Q&A Platform, thanks for posting your query here.
Can you please share more details to assist you better.
Is the same user able to access his session via the web client from the same device when he sees the black screen in the Mac client?
Does the user session get logged off properly after it was stuck during sign in?
Please verify that in the Azure portal or directly on the Vm.Is it a personal or pooled host ?
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azim 20 Reputation points
2023-04-20T10:49:26.2966667+00:00 Hi @vipullag-MSFT , regarding your queries:
- Is the same user able his/her session via web client from the same device when he/she sees black screen in MacBook? Yes, only after they close the current session in their remote desktop client.
- User session get logged off properly after it was stuck during sign in? No, user closes the current session (user status is shown as disconnected).
- Is it a personal/ pooled host? It's a pooled host.
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vipullag-MSFT 26,021 Reputation points
2023-05-08T10:14:19.97+00:00 Hello azim
Firstly, apologies for the delay in responding here and any inconvenience this issue may have caused.
The behavior is not triggered by the Mac Client, but due to the fact that the session is never properly logged off on the session host.
Please try to identify what is blocking the session from signing out. If you see the user session as disconnected in the portal and the users tries to connect and sees a black screen, it is an indication, that the session got stuck during logoff.
This issue needs deeper investigation. Support team will be able to check and help on this. I would recommend you to open a azure support case.
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azim 20 Reputation points
2023-05-10T08:14:56.32+00:00 What should I look at or provide to the support case with regards to this issue?Currently I'm aware of the Connection Diagnostics within the host pool which logs the connections within to the AVD session. Do share the necessary resources/tips which will assist with this.
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vipullag-MSFT 26,021 Reputation points
2023-05-11T04:16:09.2866667+00:00 Hello azim
I would recommend to open a support case with the details of the issue you are facing. The support engineer who is assisting with the case will request the necessary logs and will guide you the needed as troubleshooting progresses.
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