'Freeze' Issue Using Remote Desktop App (Azure Virtual Desktop) - Win 7 VM

Question

Hi,

We use Microsoft Remote Desktop as the conduit for our users to connect from their laptop to the Azure Virtual Desktop solution we have in place. The solution is based on Windows 7 (legacy application on there) and we are now facing a very random issue where users are 'frozen' and subsequently have to force close the session (that causes us additional issue as AVD keeps the session active for a period of time).

This freeze only seems to occur, or be reported between 11.30am and 3pm UK time (which is obviously office hours for people). There is no freeze out from 8am etc when majority of people originally connect.

Windows 7 has been blamed, however when using the standard Remote Desktop Connection application and connect to one of the VMs in the group, there is no issue or freeze seen.

The freeze also shows on the browser URL to connect, also shows when local admin logs in.

The only thing we have seen within AVD from a user error point of view suggests the below...

ServiceRDStackCreateInputDevicesError (4426)Connection failed, can't create Input devices (Logon error). Error code: 0x80070057.2Which would tie up with what happens, when the freeze happens, its similar to an explorer crash on windows, it sits there, your mouse is moving (because its on your machine of course) but your session doesnt allow you to do anything, no keyboard or mouse, however the system time on the VM continues, so its not a freeze crash of sorts, it would make sense if you unplug your mouse, everything remains as an example, i dont know how to check or prove if this is happening.

ServiceRDStackCreateInputDevicesError (4426)Connection failed, can't create Input devices (Logon error). Error code: 0x80070057.2Which would tie up with what happens, when the freeze happens, its similar to an explorer crash on windows, it sits there, your mouse is moving (because its on your machine of course) but your session doesnt allow you to do anything, no keyboard or mouse, however the system time on the VM continues, so its not a freeze crash of sorts, it would make sense if you unplug your mouse, everything remains as an example, i dont know how to check or prove if this is happening.

ServiceRDStackCreateInputDevicesError (4426)Connection failed, can't create Input devices (Logon error). Error code: 0x80070057.2Which would tie up with what happens, when the freeze happens, its similar to an explorer crash on windows, it sits there, your mouse is moving (because its on your machine of course) but your session doesnt allow you to do anything, no keyboard or mouse, however the system time on the VM continues, so its not a freeze crash of sorts, it would make sense if you unplug your mouse, everything remains as an example, i dont know how to check or prove if this is happening.

In addition, we upgraded a Win 7 VM with the application in place to Win 10 to test, this works for connection and no freeze. Application is not compatitable unfortunately or would be a super easy solution.

Does anyone have anything that could help? Happy to work through anything, banging my head against the wall currently, trying to figure out a cause from the information i have found.

Thanks in advance, Mark

Answer 1

Hello Mark Overton

Welcome to Microsoft Q&A Platform, thanks for posting your query here.

I checked with internal team on this, Windows 7 in AVD is no longer supported.

Q:In addition, we upgraded a Win 7 VM with the application in place to Win 10 to test, this works for connection and no freeze. Application is not compatible unfortunately or would be a super easy solution.

As mentioned earlier Win 7 is not supported, it is recommended to check with the vendor of the app on getting a newer version.

Ref: https://techcommunity.microsoft.com/t5/azure-virtual-desktop/avd-support-for-windows-7-ended-on-january-10th-2023/m-p/3715785

Hope this helps.