Faulting application name: mstsc.exe APPCRASH

Question

Hi,

Users are reporting issues with remote desktop window suddenly disappearing midway working on something.

Each time this happens, two errors are almost certainly reported to the Windows event application log in succession . see below

There doesn't appear to be pattern and the issue is pretty random and impacting users at the office as well as at home. Mixture of hardware desktops and laptops.

Error 1
Log Name: Application
Source: Application Error
Date: 04/11/2021 14:22:38
Event ID: 1000
Task Category: Application Crashing Events
Level: Error
Keywords: Classic
User: N/A
Computer: USERUNS-E6EG6GN
Description:
Faulting application name: mstsc.exe, version: 10.0.19041.1266, time stamp: 0x95d5eccc
Faulting module name: ntdll.dll, version: 10.0.19041.1288, time stamp: 0xa280d1d6
Exception code: 0xc0000005
Fault offset: 0x0000000000063416
Faulting process ID: 0x3848
Faulting application start time: 0x01d7d178f725c94d
Faulting application path: C:\Windows\System32\mstsc.exe
Faulting module path: C:\Windows\SYSTEM32\ntdll.dll
Report ID: 0d7e6fcf-1a75-47d9-9216-f4858c202046
Faulting package full name:
Faulting package-relative application ID:
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Application Error" />
<EventID Qualifiers="0">1000</EventID>
<Version>0</Version>
<Level>2</Level>
<Task>100</Task>
<Opcode>0</Opcode>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2021-11-04T14:22:38.7494669Z" />
<EventRecordID>7464</EventRecordID>
<Correlation />
<Execution ProcessID="0" ThreadID="0" />
<Channel>Application</Channel>
<Computer>USERUNS-E6EG6GN</Computer>
<Security />
</System>
<EventData>
<Data>mstsc.exe</Data>
<Data>10.0.19041.1266</Data>
<Data>95d5eccc</Data>
<Data>ntdll.dll</Data>
<Data>10.0.19041.1288</Data>
<Data>a280d1d6</Data>
<Data>c0000005</Data>
<Data>0000000000063416</Data>
<Data>3848</Data>
<Data>01d7d178f725c94d</Data>
<Data>C:\Windows\System32\mstsc.exe</Data>
<Data>C:\Windows\SYSTEM32\ntdll.dll</Data>
<Data>0d7e6fcf-1a75-47d9-9216-f4858c202046</Data>
<Data>
</Data>
<Data>
</Data>
</EventData>
</Event>

Error 2

Log Name: Application
Source: .NET Runtime
Date: 04/11/2021 14:22:38
Event ID: 1026
Task Category: None
Level: Error
Keywords: Classic
User: N/A
Computer: USERUNS-E6EG6GN
Description:
Application: mstsc.exe
Framework Version: v4.0.30319
Description: The process was terminated due to an unhandled exception.
Exception Info: exception code c0000005, exception address 00007FFE96A73416

Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name=".NET Runtime" />
<EventID Qualifiers="0">1026</EventID>
<Version>0</Version>
<Level>2</Level>
<Task>0</Task>
<Opcode>0</Opcode>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2021-11-04T14:22:38.5404319Z" />
<EventRecordID>7463</EventRecordID>
<Correlation />
<Execution ProcessID="0" ThreadID="0" />
<Channel>Application</Channel>
<Computer>USERUNS-E6EG6GN</Computer>
<Security />
</System>
<EventData>
<Data>Application: mstsc.exe
Framework Version: v4.0.30319
Description: The process was terminated due to an unhandled exception.
Exception Info: exception code c0000005, exception address 00007FFE96A73416
</Data>
</EventData>
</Event>

We have perform the following troubleshooting

• ensured all windows updates have been installed
• Windows 10 has been activated
• Without any printers installed, the issue persists
• Swapped out the desktop PC for similar one (i5 8GB ram 256 ssd), with fresh windows 10 installation
• tested without ESET AV
• Ensured all drivers are up to date, using the Dell SupportAssist app that scans for any updates
• Checked network connectivity, no latency detected

I have hit a brick wall and would appreciate some help in pinpointing this issue.

Answer 1

any ideas?