Mac Remote Desktop Beta 10.5.1 (1847) connecting to W10 desktop machine, hw VPN, Failed to get screenshot error

Ernie Beffel 1 Reputation point
2020-12-22T17:04:12.513+00:00

I've had connection stability problems, so I have the OS X Catalina Console open, filtered for Remote Desktop issues.
Every two seconds, I get 10 instances of the error "E|ThumbnailLister.swift:100 Failed to get screenshot. [Error=sessionViewNotFound]"
This is a lot of error logging overhead. How do I resolve the error?
Thanks, Ernie
PS, no mac tags available

Remote Desktop
Remote Desktop
A Microsoft app that connects remotely to computers and to virtual apps and desktops.
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  1. Eleven Yu (Shanghai Wicresoft Co,.Ltd.) 10,676 Reputation points Microsoft Vendor
    2020-12-23T07:02:23.443+00:00

    Hi,

    1. "E|ThumbnailLister.swift:100 Failed to get screenshot. [Error=sessionViewNotFound]" is from the OS X Catalina Console, so we has limited knowledge about it since we are focusing on the Windows side. We suggest that you should contact the Apple Support team to analyze this error message.
    2. Please share the error message that pop up when the issue happens. Or kindly describe the symptom of the connection stability problem. Is it a crash? A sudden disconnect? or a black screen?
    3. You can also check the event logs on the Win 10 desktop about the remote desktop connection, and see if there is any clue pointing to the issue.

    Thanks,

    Eleven

    If the Answer is helpful, please click "Accept Answer" and upvote it. Thanks.

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  2. Ernie Beffel 1 Reputation point
    2020-12-23T21:02:27.467+00:00

    Hi Eleven,

    Glad to see that it was you who responded.

    1) I'm happy to share whatever information you need from the Console to debug the Mac Remote Desktop client. I wouldn't know what questions to ask Apple or even who to call. You must have a developer who interacts with Apple. I suspect that thus could be a problem for others who don't know how to get into Console or to find informative messages, given the message volume.

    Could I persuade Microsoft to debug its Mac client?

    2) There is no error message wen the RDP session fails, just a frozen screen. That's why I dug into the Console. I ran 10.5.1 beta for a day and noticed that it spews messages, so that kind of logging is available. I just excerpted the console log into "2020-12-23 12-34 Console event log excerpt filtered for remote desktop.docx", if it would be helpful to see what log entries Remote Desktop is generating, as well as the OS service messages. I see that RemoteDesktop set a breakpoint at SLSLogBreak just now, which I haven't seen before.

    3) There are several logs in Event Viewer. In the Windows Logs - Security, I can find Audit Success entries ID 4672 Special Logon at times that match the Mac Console for runningboardd Acquiring an assertion, but that log doesn't have entries that match the Console time stamps for Invalidating Assertion.
    Neither the Event Viewer Windows Logs - Application nor - System had any entries for Remote Desktop.
    The Event Viewer Applications and Services Logs allowed me to create a Remote Desktop New View. One message that is a red exclamation point error that occurred ever 40 seconds for several minutes says "'Event 227, RemoteDesktopServices-RdpCoreTS Failed CreateVirtualChannel call on this Connections Stack' in CUMRDPConnection::CreateVirtualChannel at 2958 err=[0x80004005]"
    There also is a warning, "Event 105, RemoteDesktopService-RdpCore-TS"
    Does that provide what you wanted from the W10 logs?

    Thanks, Ernie Cell 415-902-6112

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  3. Eleven Yu (Shanghai Wicresoft Co,.Ltd.) 10,676 Reputation points Microsoft Vendor
    2020-12-24T02:29:41.423+00:00

    Hi,

    Thanks for your detailed information.

    For question 1, we suggest that you could contact Microsoft Customer Support and Services where support engineer can involve third party (Apple) to investigate the issue together.

    You may find phone number for your region accordingly from the link below:
    Global Customer Service phone numbers
    https://support.microsoft.com/en-us/help/4051701/global-customer-service-phone-numbers

    For event 227 and 105, please try below configuration to see if your issue could be resolved.

    On the Win 10 desktop, open the local group policy.
    gpedit.msc > Computer Configuration > Administrative Templates > Windows Components > Remote Desktop Services > Remote Desktop Session Host > Remote Session Environment > RemoteFX for Windows Server 2008 R2
    Configure RemoteFX: Disabled

    gpedit.msc > Computer Configuration > Administrative Templates > Windows Components > Remote Desktop Services > Remote Desktop Session Host > Connections
    Configure keep-alive connection interval: Enabled
    Keep-Alive interval: 1

    Also, set below registry on the win 10 desktop:
    HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Terminal Server\WinStations
    DWORD: fEnableRemoteFXAdvancedRemoteApp set the value as "0"

    Thanks,

    Eleven

    If the Answer is helpful, please click "Accept Answer" and upvote it. Thanks.

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  4. Ernie Beffel 1 Reputation point
    2020-12-29T20:32:27.297+00:00

    I'm implementing your suggestions now and will report back in the new year. Thank you for the suggestions, Ernie

    PS, We also forced RDP to use TCP instead of switching between TCP and UDP. Does sticking to one protocol reduce assertion processing? Is the source or destination port (which is different for TCP and UDP) used in the formulation of assertions?

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  5. Ernie Beffel 1 Reputation point
    2020-12-29T20:48:21.977+00:00

    Hi @Eleven Yu (Shanghai Wicresoft Co,.Ltd.) venYu-MSFT,

    I did not find the entry in, "Registry on the win 10 desktop:
    HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Terminal Server\WinStations
    DWORD: fEnableRemoteFXAdvancedRemoteApp set the value as "0"

    The entries available at that location were:
    HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Terminal Server\WinStations
    (Default)
    Console Security
    Default Security
    Flags
    SelfSignedCertificate
    SelfSignedCertStore

    A search of the whole registry using Find did not locate the referenced key.

    Did you mean for me to add a key to the Registry or is it in Local Group Policies?

    Thank you and happy new year! Ernie