remote desktop session Excel to local machine excel copy paste issue

Question

Hi,

We have recently upgraded our remote desktop servers to windows server 2019 Datacenter. This issue with excel started around two weeks after that so not sure if it is related to that. Our users access the application on their local machine which is hosted on these servers. When user generates an excel report with huge data(say more than 5k records) and tries to copy the data from it to excel opened on his machine, both the excels freeze(not responding state) and no data is copied either. We found a workaround for this and that is to save the Excel report generated by app on local machine. After that data can be copied to local excel easily. But user doesn't want go through this trouble of saving the excel report everytime. One more thing, local machines of users and ours too now have Office 365 and our remote desktop servers have office 2016.

Thanks,
Abhijit.

Answer 1

Hi,

Please provide below information and do the following test first.

1. What's the os version of your users' machine?
2. Open PowerShell as administrator and run "get-hotfix", share the KB informaiton so that we could check if there is any update installed will cause the issue.
   

Test

1. Generate a new excel report with a little simple date and tries to copy the data and paste value without format. Please see if the issue persists.
2. Choose one local machine of user to uninstall Office 365 and install office 2016, try copy data again to see if the issue persists.

Thanks,
Eleven

Answer 2

Hi,

It seems the KB has no related known issue. Also, as you mentioned, there is no issue if you copy small data.

In that case, please try to modify below group policies on one remote desktop server to test.

Computer Configuration\Administrative Templates\Windows Components\Remote Desktop Services\Remote Desktop Session Host\Connections

RDP transport protocols: Use both UDP and TCP

Computer Configuration\Administrative Templates\Windows Components\Remote Desktop Services\Remote Desktop Session Host\Remote Session Environment

Configure compression for RemoteFX data: Optimized to use less network bandwidth or Balances memory and network bandwidth
Configure image quality for RemoteFX Adaptive Graphics: Low

Thanks,
Eleven

Answer 3

Hi,

Could you please check windows update on both your server and clients to ensure you have installed all the latest KB?

If that could not be accepted, you may need to check logs and dumps for further investigation.

1. Event logs
   event viewer\windows logs\
   application
   security
   system Event Viewer – Applications and Services Logs – Microsoft – Windows-remoteapp and desktop connections
   Event Viewer – Applications and Services Logs – Microsoft – Windows – RemoteDesktopServices-****
   Event Viewer – Applications and Services Logs – Microsoft – Windows –remote desktop management service
   Event Viewer – Applications and Services Logs – Microsoft – Windows-remoteapp and desktop connection management
   Event Viewer – Applications and Services Logs – Microsoft –Windows-TerminalServices-* Event Viewer – Applications and Services Logs -Microsoft-terminalservices-client activate xcore
   Event Viewer – Applications and Services Logs -microsoft-winodws-terminalservices-rdpclient
2. Dumps When the issue is reproduced, open the task manager, click the unresponding excel process and create dump file.
   

Thanks,
Eleven

Answer 4

Hi,

For dump analysis, we suggest to contact Microsoft Customer Support and Services where more in-depth investigation can be done so that you would get a more satisfying explanation and solution to your issue.
 
You may find phone number for your region accordingly from the link below:

Global Customer Service phone numbers
https://support.microsoft.com/en-us/help/4051701/global-customer-service-phone-numbers

Thanks,
Eleven