User not able to connect AVD

Question

Hi There,

While user trying to connect AVD from windows app(web & desktop) getting below errors,

From Windows app web version:
The remote PC ended your session, if this keeps happening, please ask your admin or tech support for help,

From window app desktop version:
The FS Logix apps services failed the sign-in.
The wait operation timed out.

Thanks!
Damodhar

Answer 1

Hii Jampula,

Thank you for reaching out Q/A. In some Azure Virtual Desktop (AVD) deployments where the session hosts are domain-joined to on-premises Active Directory Domain Services (AD DS)—including hybrid environments synchronized using Azure AD Connect—connection issues can occur if the Host Pool RDP property “Azure AD authentication” is enabled without the required Kerberos configuration in place.

When this setting is enabled, AVD attempts to authenticate the session using Microsoft Entra ID. If the environment is not fully configured to support this (for example, if the Kerberos Server Object that bridges Entra ID and AD DS is missing), the login may fail even though the virtual machine itself is reachable. This can result in errors such as:

The remote PC ended your session, if this keeps happening, please ask your admin or tech support for help,

Please Check the Following

1. In Azure Portal → Host Pool → RDP Properties
   • Verify whether Azure AD Authentication is enabled.
   • If enabled, temporarily disable it and test the connection.
2. Confirm your session hosts are:
   • Domain-joined to AD DS (on-prem or IaaS DC)
   • Synced using Azure AD Connect (Hybrid Identity).
3. If you intend to use Azure AD authentication, ensure the Kerberos Server Object is configured to allow Entra ID authentication with AD DS.

Reference:

https://learn.microsoft.com/en-us/entra/identity/authentication/howto-authentication-passwordless-security-key-on-premises#create-a-kerberos-server-object

Additional Troubleshooting Steps

Verify User Access to AVD Application Groups Ensure the affected user is properly assigned to the required AVD roles/resources:

Get-AzRoleAssignment -SignInName <userUPN>

Clear Cached Credentials Ask the user to sign out from the AVD client (web/desktop), clear cached credentials or browser cache, and reconnect.

Review Conditional Access Policies Confirm that Conditional Access or MFA policies are not inadvertently blocking AVD sign-in. Please check especially for policies applied broadly (for example, to “All Cloud Apps”).

Check Network / Firewall Connectivity Validate there are no recent network, proxy, or firewall changes that could be interfering with authentication or connectivity.

To help us narrow this down further, could you please confirm:

1. Has the affected user been granted the necessary access to the AVD application group and VM?
2. Are there any Conditional Access policies that might be restricting this user?
3. Is the issue affecting multiple users, or is it isolated to a specific user?
4. Have you tested the connection from a different device or network?
5. Were there any recent changes to identity configuration, host pool settings, or security policies?
6. Users are Entra-id login users?

Answer 2

The errors you are encountering while trying to connect to Azure Virtual Desktop (AVD) can be attributed to a few potential causes:

1. The remote PC ended your session: This error can occur when the Cloud PC's processor is over-utilized. If this issue persists, it is recommended to restart the Cloud PC. You can do this by signing in to Windows 365, selecting the cog icon next to the Cloud PC, and then selecting Restart.
2. FS Logix apps services failed the sign-in: This error may indicate issues with the FSLogix profile container or the configuration of the AVD environment. It could also be related to network issues or timeouts. Ensure that the network configuration is correct and that there are no blocks on required endpoints.

If these errors continue, it may be beneficial to contact your administrator or tech support for further assistance.

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References:

• Troubleshoot Cloud PC connection errors
• Troubleshoot issues with the Windows 365 app