How to troubleshoot display screen on Microsoft Remote Office

Question

I execute the remote desktop client (MacBook Air). I am presented with the prompt to enter the computer to connect to and the user name. When I click the connect button I enter the password it says it’s connected to the Remote Desktop but the screen is black. I have refreshed all the applications in the workplace, quit and refreshed Microsoft Remote Desktop, and restarted my computer. The screen is still black.

Answer 1

Here are some steps you can try to resolve this issue:

1. Adjust Display Settings:
   • Open the Microsoft Remote Desktop app.
   • Before connecting, click on the "Edit" button (pencil icon) next to your saved remote desktop connection.
   • Go to the "Display" tab.
   • Try changing the resolution settings to a lower resolution or check/uncheck the "Use all monitors" option if applicable.
   • Save the changes and try connecting again.
   Disable Persistent Bitmap Caching:
   • Go back to the connection settings in the Remote Desktop app.
     • Under the "Session" tab, uncheck "Persistent bitmap caching".
       • Save the changes and reconnect.
       Check Remote Desktop Settings on the Host Machine:

       - If possible, access the machine you’re trying to connect to and make sure the Remote Desktop settings are configured correctly.
       
          - Disable hardware acceleration if it's enabled, as it may cause display issues.
       
          **Update Microsoft Remote Desktop App**:
       
             - Ensure that you’re running the latest version of the Microsoft Remote Desktop app. Check the App Store for any available updates.
       
             **Verify Network Connection**:
       
                - A weak or unstable network connection can cause display issues. Make sure your MacBook Air has a strong and stable internet connection.
       
                **Try Connecting to a Different User Session**:
       
                   - If the remote machine has multiple user accounts, try connecting to a different user session to see if the issue persists.
       
                   **Check for Firewall or Security Software Interference**:
       
                      - Sometimes, firewall settings or security software on the host machine might block proper connections. Check the host machine’s firewall settings or temporarily disable security software to test.
       
                      **Try a Different Remote Desktop Client**:
       
                         - If the problem persists, try using a different remote desktop client like "Jump Desktop" or "Royal TSX" to see if the issue is specific to the Microsoft Remote Desktop client.
       

If these steps don't resolve the issue, it may be necessary to check the configuration on the host machine or consult with your IT department for further assistance.

Answer 2

Here are some steps you can try to resolve this issue:

1. Adjust Display Settings:
   • Open the Microsoft Remote Desktop app.
   • Before connecting, click on the "Edit" button (pencil icon) next to your saved remote desktop connection.
   • Go to the "Display" tab.
   • Try changing the resolution settings to a lower resolution or check/uncheck the "Use all monitors" option if applicable.
   • Save the changes and try connecting again.
2. Disable Persistent Bitmap Caching:
   • Go back to the connection settings in the Remote Desktop app.
   • Under the "Session" tab, uncheck "Persistent bitmap caching".
   • Save the changes and reconnect.
3. Check Remote Desktop Settings on the Host Machine:
   • If possible, access the machine you’re trying to connect to and make sure the Remote Desktop settings are configured correctly.
   • Disable hardware acceleration if it's enabled, as it may cause display issues.
4. Update Microsoft Remote Desktop App:
   • Ensure that you’re running the latest version of the Microsoft Remote Desktop app. Check the App Store for any available updates.
5. Verify Network Connection:
   • A weak or unstable network connection can cause display issues. Make sure your MacBook Air has a strong and stable internet connection.
6. Try Connecting to a Different User Session:
   • If the remote machine has multiple user accounts, try connecting to a different user session to see if the issue persists.
7. Check for Firewall or Security Software Interference:
   • Sometimes, firewall settings or security software on the host machine might block proper connections. Check the host machine’s firewall settings or temporarily disable security software to test.
8. Try a Different Remote Desktop Client:
   • If the problem persists, try using a different remote desktop client like "Jump Desktop" or "Royal TSX" to see if the issue is specific to the Microsoft Remote Desktop client.

If these steps don't resolve the issue, it may be necessary to check the configuration on the host machine or consult with your IT department for further assistance.