Facing lag and system distortion for more than a week, The Cloud PC freezes after 5-10 seconds of use and leaves no option but to force close the windows app. This results in call/meeting drops and loosing ongoing [Unsaved] work.

Question

I hope this message finds you well. I am reaching out regarding an issue we’ve been experiencing with cloud pc. User is facing lag on the pc.  

 

Facing lag and system distortion for more than a week, The Cloud PC freezes after 5-10 seconds of use and leaves no option but to force close the windows app. This results in call/meeting drops and loosing ongoing [Unsaved] work.

 

Even after multiple restarts the cloud pc still behaves the same creating disruption in day-to-day activities.

  

We have performed following tasks as part of troubleshooting practice.

-          Restarted cloud pc

-          Unassign and reassign license.

-          Reinstalled windows App on the laptop

-          Checked the internet connection

-          Tried accessing via web and windows app

 

This is affected one of our cloud pc users. I would greatly appreciate if someone can help us out to escalate this issue to the Microsoft.

 

I have attached the screenshots of the error messages that we were getting.

Answer 1

Hello Mian Mudasir Bari,

Based on the logs you shared, the core issue is not the Cloud PC itself but network latency.

From your screenshot, the round-trip time is around 220 ms. This is considered very high for a Windows 365 / Remote Desktop session, and it commonly causes freezing, disconnections, and severe lag. The fact that FPS drops to 0 and you see "Connection paused" strongly indicates a network path issue.

Since you have already tried restarting the Cloud PC, reinstalling the app, and reassigning the license, this is very unlikely to be a client-side problem. The focus should now be on the network connection.

The first thing to check is the Azure region of the Cloud PC. If the Cloud PC is hosted in a region far from the user’s location, latency can easily exceed 200 ms. In that case, reprovisioning the Cloud PC in a closer region is recommended.

Second, if you are using a VPN or any security appliance, you should disable it and test again. The log shows UDP relay, which suggests the connection is not direct but going through a relay path, significantly increasing latency.

Third, try connecting from a different network (for example, a mobile hotspot). If performance improves, then the issue is likely related to your current ISP or corporate network routing.

In conclusion, this is most likely a network latency issue (220 ms) rather than a Cloud PC fault. You should prioritize checking the region, VPN usage, and network routing to resolve the problem.

I hope this helps and wish you success in resolving your issue.

TV

Answer 2

The screenshots show high round‑trip time and “Connection paused. Waiting for network to restore…”, which indicates a connectivity/latency problem between the user device and the Cloud PC session rather than a Windows 365 service outage or a local Windows 365 app issue.

Because the Cloud PC becomes unusable for calls and meetings and the usual client‑side steps have already been tried (restart Cloud PC, reassign license, reinstall Windows app, test web client, check internet), the next step is to collect diagnostics and open a Microsoft support case so the backend connection path can be investigated.

Use these steps to prepare for escalation:

1. From the Remote Desktop/Windows 365 client notification, select Send Diagnostics when the “round trip time is high” message appears. This uploads connection telemetry that Microsoft support can use.
2. On the Cloud PC, if Microsoft Teams is affected, collect Teams logs as well:
   • Client logs: %appdata%\Microsoft\Teams\logs.txt.
   • Calls/meetings logs: press Ctrl + Alt + Shift + 1; logs are saved to %userprofile%\Downloads\MSTeams Diagnostics Log DATE_TIME.txt.
3. As Windows 365 Enterprise admin, open a support request in the Microsoft 365 admin center and attach:
   • The Remote Desktop diagnostics (Activity ID, timestamp, round‑trip time, bandwidth from the dialog).
   • The Teams logs collected above.
   • A description of the troubleshooting already performed (restarts, license reassign, app reinstall, web vs app behavior, network checks).

If Microsoft identifies a Cloud PC‑side issue (for example, OS or update corruption) that cannot be auto‑repaired, they may recommend resetting the Cloud PC or other remediation.

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References:

• Microsoft Teams on a Cloud PC
• Access a Cloud PC
• Troubleshoot Windows 365 Business Cloud PC setup issues
• Troubleshoot issues with the Windows 365 app
• Windows 365 Enterprise and Frontline known issues
• Relative performance for different Cloud PC sizes