AVD Login Help

Question

Im getting a Service Reachability Error. it says it cant connect to your CLoud PCm or AZURE Virtual Desk Top. What Can I DO?

Answer 1

Hello James

Thank you for reaching out. I understand how frustrating it can be when you’re unable to connect to your Cloud PC or Azure Virtual Desktop (AVD). The Service Reachability Error typically indicates that the client device or network is unable to establish a secure connection to the Azure Virtual Desktop service endpoints.

Please review the following checks, which have resolved this issue in similar scenarios:

1. Verify network connectivity to required AVD endpoints Azure Virtual Desktop relies on outbound HTTPS (TCP 443) connectivity to Microsoft-managed service endpoints. If a firewall, proxy, custom DNS, or network appliance is blocking these endpoints, the connection may fail with a service reachability error.
2. Confirm no network restrictions are interfering with the connection If you’re connecting from a corporate or restricted network, ensure there are no Network Security Groups (NSGs), firewalls, or resource locks preventing outbound access to Azure Virtual Desktop services.
3. Test using an alternate network or client (if possible) Connecting from a different network (for example, a home network or mobile hotspot) can help determine whether the issue is network‑related rather than user or resource‑specific.
4. Ensure the session host is healthy and available From the Azure portal, verify that the session host is running and showing an Available and Healthy state. Issues with the AVD agent or host registration can also prevent connections.

Azure Virtual Desktop connections do not use traditional RDP alone they require secure communication with Azure broker and gateway services over HTTPS. If these service connections are blocked or interrupted, users may see a “can’t connect to your Cloud PC or Azure Virtual Desktop” error even though credentials are correct.

Links :

https://learn.microsoft.com/en-us/troubleshoot/azure/virtual-desktop/troubleshoot-service-connection

https://learn.microsoft.com/en-us/troubleshoot/azure/virtual-desktop/troubleshoot-set-up-overview

Thanks,
Manish.

Answer 2

Work through these checks to resolve Cloud PC / Azure Virtual Desktop reachability issues:

1. Confirm account and app access
   • Make sure the same Microsoft Entra account that has the Cloud PC / AVD assignment is used in the Windows App or Remote Desktop client.
   • If using the Windows App in a browser, ensure Conditional Access policies allow access to both the Azure Virtual Desktop and Windows 365 apps. If either is blocked, sign-in or resource connection can fail.
2. Check Conditional Access and MFA
   • If a Conditional Access policy is blocking access to a Microsoft Entra ID resource, the Windows App can show generic connection or reachability errors.
   • Validate the sign-in in the Microsoft Entra sign-in logs and adjust Conditional Access as described in Enforce Microsoft Entra multifactor authentication for Azure Virtual Desktop using Conditional Access so that:
     • The user is allowed to access Azure Virtual Desktop / Windows 365.
     • VM sign-ins are not forced to use per‑user enabled/enforced MFA (VM sign-ins do not support that mode).
3. Verify Cloud PC / AVD network requirements
   • For Windows 365 Cloud PCs, ensure Azure communication channels are reachable:
     • IP address 168.63.129.16 must not be blocked by firewalls, NSGs, or security software in the virtual network connected to your Azure network connection (ANC).
   • If using a VPN client, update it to the latest version, as out‑of‑date VPN clients can cause connection failures.
4. Check device and sign-in type
   • Windows 365 Cloud PCs are Microsoft Entra hybrid join devices and require sign‑in with the on‑premises Active Directory account, not a Microsoft Entra‑only account.
   • If using Remote Credential Guard from a client PC to a Cloud PC, ensure the client has network connectivity (typically via VPN) to the on‑premises domain controller; otherwise, authentication will fail.
5. If using Microsoft Entra joined AVD session hosts
   • Ensure each user has the Virtual Machine User Login RBAC role on the VM or its resource group.
   • If sign‑in errors mention credentials or security errors, review Conditional Access policies for the Azure Windows VM sign‑in and exclude or correctly configure MFA for VM sign‑ins as per the AVD guidance.

If, after these checks, the error persists, review Microsoft Entra sign‑in logs for the affected user to see which app or Conditional Access policy is blocking access, then adjust that policy accordingly.

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References:

• Troubleshoot Azure Virtual Desktop service connections
• Troubleshoot connections to Microsoft Entra joined VMs
• Troubleshoot Cloud PC connection errors
• Troubleshoot issues with the Windows 365 app