Mac Remote Desktop Client drops connection when UAC prompt is displayed on host PC

Question

Hi - got a client with a weird one.

Mac, Catalina, latest Mac RDP client from the App Store.

Connecting through a WSE 2012 server Remote Desktop Gateway to a Win10 2004 Pro desktop.

Everything works but as soon as any app shows a UAC dialog or some similar modal dialog, the Mac connection freezes, eventually times out, and drops. She can close as soon as it freezes, or wait for it to drop and reconnect immediately. It's not just UAC activity - she is getting it when closing Outlook with an unsaved email, for example - the dialog that asks her what to do with the mail will also trigger the freeze.

The Win desktop is just fine - I can teamviewer in directly to it, and it's happily running away. The Teamviewer session drops to a lock screen soon after the Mac freezes, telling me that it thinks the Mac has disconnected. And the first action she takes on the UAC dialog works, like if she clicks no, it will dismiss the dialog - I can see it on the TV session, but the RDP client doesn't update or leave the frozen screen.

RDP to the Win10 host works from my PC, and there are no issues with any UAC screens or anything. I tried taking her out of the local admin group, and it didn't change anything except that the frozen UAC screen is asking for credentials rather than a simple yes no. I changed Mac RDP client to use Retina and scaling, no change.

Any thoughts? I'm going to login tonight and update display driver and anything else I can think of, but it seems very, very odd.

Answer 1

That uservoice thread had a very interesting suggestion that we are trying now. I think the UAC thing is a red herring - the issue is audio. UAC prompt plays a tone, as do other modal dialogs requesting attention. A number of people in the thread made the point that turning off remote audio stopped the freezes, so we're trying that, and when I can get on the machine again, we'll try the beta RDC app.

Thanks, and will report back.

Answer 2

Hello @Andrew Solmssen

what's the version of your Mac RDP client, 10.4.1? Try download the Beta version.

https://install.appcenter.ms/orgs/rdmacios-k2vy/apps/microsoft-remote-desktop-for-mac/distribution_groups/all-users-of-microsoft-remote-desktop-for-mac

what's the version of your Catalina ?

Have you check the user's internet connection ? Do you have any software running that might interfere with the network. Anti-virus programs keep a watchful on things but can cause interference. Try turning other software off. Perhaps you can try with a safe-boot of Mac OS by holding the Shift key down as you restart your Mac. If it runs OK then some other software is meddling.

From uservoice you may find any useful suggestions as well.

https://remotedesktop.uservoice.com/forums/287834-remote-desktop-client-for-mac/suggestions/39751711-connection-freezes?page=1&per_page=20

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Best Regards
Karlie

Answer 3

Audio seems to have been the issue with 10.4.1 - does the beta fix this?