"An Internal error has occurred" while connecting to windows VM on azure via RDP

Suraj3D 0

while connecting to Windows VM via RDP from client machine (Windows 10), we are getting "an Internal error occurred" tried all options provided by support like reset configuration, password, redeploy and others but still no result. while deleting newly added user on windows VM causes this this issue and VM abruptly restarted.

1 answer

Nikhil Duserla 2,415 Reputation points Microsoft Vendor

2024-09-24T08:40:09.0633333+00:00
Hi Suraj3D,

Welcome to the Microsoft Q&A Platform! Thank you for asking your question here.

We understand from your query that you are experiencing an issue while connecting to a Windows VM via RDP from a client machine. Based on the error details you provided, I have included troubleshooting steps that I believe will help resolve the issue you reported.

Try changing the network ISP and attempt to connect to the Windows VM via RDP to rule out any ISP-related issues.

Check if any firewall software is enabled on the Windows VM or client machine, and temporarily disable it to see if it resolves the issue.

Try disabling Network Level Authentication (NLA) and attempt to connect via RDP. This might help bypass any authentication-related issues. Settings>>System>>Remote Desktop>>Untick the checkbox.

If you are still unable to connect to the VM via RDP, you can try to connect to the VM using the Azure portal. To do this, go to the VM in the Azure portal, click on the "Connect" button, and select "RDP". This will download an RDP file that you can use to connect to the VM.

If you have any further queries, do let us know.

If the answer is helpful, please click "Accept Answer" and "Upvote it."
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Suraj3D 0 Reputation points

2024-09-24T12:40:39.11+00:00

Hi Nikhil,

Thanks for feedback.

We tried the suggested approaches to resolve the issue, but it still persists. Could you please provide alternative solutions?

Suraj3D 0 Reputation points

2024-09-24T13:00:22.2966667+00:00

We tried the suggested approaches to resolve the issue, but it still persists. Could you please provide alternative solutions?

Nikhil Duserla 2,415 Reputation points Microsoft Vendor

2024-09-25T05:51:37.24+00:00

Hi Suraj3D,

Thank you for reaching out to us again.

If the issue still persists after following the fourth step in the above answer, please ensure that port number 3389 is enabled in the NSG.

Reset the NIC and try to connect. Navigate to the Azure portal: Virtual Machine > Help > Boot diagnostics > Troubleshoot > Connectivity Guided Troubleshooter, and click on "Reset NIC."

After resetting the NIC, please try to connect again.

If you have any further queries, do let us know.

Nikhil Duserla 2,415 Reputation points Microsoft Vendor

2024-09-26T05:32:48.9133333+00:00

Hi Suraj3D,

We haven’t heard from you on the last response and was just checking back to see if you have a resolution yet.

Suraj3D 0 Reputation points

2024-09-26T05:41:58.32+00:00

Hi Nikhil,

We attempted all the approaches suggested by Azure, including the one mentioned above. Finally, we reached out to Microsoft support, who also tested various scenarios, but without success. They did manage to extract all the data from the disk, based on which a new VM was created. We are currently in the process of setting everything up on it, but access to the old VM remains an issue. Please let me know your thoughts.

Nikhil Duserla 2,415 Reputation points Microsoft Vendor

2024-09-27T07:45:19.8733333+00:00

Hi Suraj3D,

Thank you for letting us know.

Are you able to access the newly created VM?

Could you please share the deployment steps of effected VM? This will help us to identify the exact issue.

Thank you!

Nikhil Duserla 2,415 Reputation points Microsoft Vendor

2024-09-30T05:36:18.0366667+00:00

Hi Suraj3D,

Just checking in to see if you have received any resolution.

Could you please share the requested deployment steps for the affected VM to resolve the issue?

Suraj3D 0 Reputation points

2024-09-30T05:59:37.3066667+00:00

Hi Nikhil,

Below troubleshooting steps have been taken during call:

Attempted to use the serial console, but it did not work.

Ran commands inside the portal using both integrated script and PowerShell, but neither approach was successful.

Attached the disk to another VM, modified the registry in Hive, and swapped the OS disk, but the VM did not boot.

Tried using a nested Hyper-V VM, but encountered a different error after entering the login password, indicating that Windows needs to be activated.

Despite the previous steps, they were unable to resolve the issue. However, they eventually managed to extract all the data from the disk, which was then used to create a new VM.

Nikhil Duserla 2,415 Reputation points Microsoft Vendor

2024-09-30T09:10:58.1533333+00:00

Hi Suraj3D,Thank you for your patience and understanding.This issue needs deeper investigation and Azure technical support team will be able to help with this.
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