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RDP Black Screening Issue

Brandon Graham 0 Reputation points
2023-07-25T16:25:28.6166667+00:00

Remote (Home) Machine OS: Windows 11 10.0.22621.1992 22H2

Office Machine OS: Microsoft Windows 10 Pro 10.0.18362.1256 1903

We have a user who utilizes RDP from home laptop over a VPN connection to their office PC.

The issue is that when the user initiates an RDP session on the home laptop, all they see is a black screen and occasionally a blank blue screen that will sometimes show a frozen "Please Wait" screen with a loading circle.

As a workaround, the user is able to use the MS RDP client on their iPad.

We have applied updates to both machines, ensured permissions are correct, tried changing the RDP persistent bitmap caching setting, running SFC on both machines, and re-creating the RDP shortcut. And if not obvious by this point, we did try restarting the machines.

The user recently had his ISP look at their home network to investigate the issue. The ISP tech replaced their modem and verified there should not be blocked ports on the network. (They use Comcast, and we tested turning off Advanced Security in the Xfinity app and this did not have changes)

We have not moved forward with any registry changes as of yet. I wanted to hear some others' opinions before moving forward.

Thank you,

BGraham

Windows 10
Windows 10
A Microsoft operating system that runs on personal computers and tablets.
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Remote Desktop
Remote Desktop
A Microsoft app that connects remotely to computers and to virtual apps and desktops.
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Windows 11
Windows 11
A Microsoft operating system designed for productivity, creativity, and ease of use.
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  1. S.Sengupta 22,836 Reputation points MVP
    2023-07-26T02:26:56.9933333+00:00

    Press Win + R to open the Windows Run menu.

    Type mstsc in the search box and press the enter key.

    Click Show Options button > Display tab.

    Under Colors, select High Color (16 bit) from the dropdown

    If it is not working, you can try changing the color depth to Highest Quality (32 bit).

    ======================

    Press Win + R and type services.msc in the Run dialogue box.

    1. Scroll down to Remote Desktop Services.
    2. Right-click on Remote Desktop Services and select the Restart option.

    ======================

    Update Graphic card driver. Uninstall, reinstall and update the driver.

    Press Win + R, and type gpedit.msc in the Run dialog box.

    Computer Configuration > Administrative Templates > Windows Components.

    Double-click on Remote Desktop Services and then go to Remote Desktop Session Host > Remote Session Environment.

    Select or check the Enabled option to enable this policy.

    Click the Apply button, and after that, select OK

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