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Resolve connectivity issues with dev boxes

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If you're experiencing problems with your Remote Desktop connection to your dev box, this guide can help you find and fix the issues quickly. Whether it's frequent disconnections, latency, or sign-in problems, we've got solutions that can get you back on track.

Prerequisites

Before you begin troubleshooting, ensure you have:

  • Access to your dev box.
  • Administrative permissions if needed.
  • An understanding of your organization's policies related to dev boxes.

Steps for troubleshooting

Remote Desktop connections are essential for accessing your Dev Box. However, connectivity issues can sometimes arise due to various factors. This guide provides a comprehensive step-by-step approach to troubleshooting common Remote Desktop connection problems, ensuring that your workflow remains uninterrupted.

Before proceeding with troubleshooting, ensure that your Remote Desktop app is updated and both your client computer, and Dev Box have the latest updates installed.

Any improper network configurations on your Dev Box can disrupt Remote Desktop connections.

Additionally, if you haven't accessed your Dev Box for some time, check whether your organization has a policy that removes users from Microsoft Entra ID due to inactivity. To regain access, contact your support team.

Step 0: Preliminary Checks

  1. Internet Connection: Verify that your local machine has an active internet connection.
  2. Dev Box Status: Confirm that your Dev Box is running through the Dev Box portal.
  3. Proxy Settings: Incorrect internet proxy settings can interfere with the Remote Desktop experience, so ensure these settings are correctly configured.

Step 1: Windows Update and App Restart

  1. Pending Updates: If Windows is updating, it can take up to 30 minutes, during which your Dev Box won't connect.
  2. Restart Remote Desktop: Close all instances of the Remote Desktop app, terminate any 'msrdc.exe' and 'msrdcw.exe' processes via Task Manager, and then to attempt reconnection, reopen the app.

Step 2: Address App Hang and Authentication Issues

  1. App Hang: If the Remote Desktop app hangs, capture a process dump of MSRDC.exe and create a support request. Restart your computer and try connecting again.
  2. Authentication Errors: If denied sign-in despite correct credentials, check the join status using dsregcmd.exe /status. Resolve any errors with your support team and restart your computer. If authentication errors persist, unsubscribe and resubscribe to your Dev Box pool in the app.

Step 3: Browser Client Connection

  1. Browser Access: Attempt to connect via the browser client by visiting https://DevBox.microsoft.com and selecting "Open in browser".
  2. Black Screen Issue: If the Remote Desktop Protocol (RDP) window is black, "Shutdown" or "Stop" your Dev Box via the portal and restart it.

Step 4: Connection Drops During High CPU Load

Registry Adjustment: If you experience frequent connection drops with the Remote Desktop app during high CPU load, ensure your Dev Box has the latest Windows 11 build. Set the SetGpuRealtimePriority registry value to DWORD 2 in the Dev Box and restart.

key: HKLM\SYSTEM\CurrentControlSet\Control\Terminal Server\WinStations
value name: SetGpuRealtimePriority
value: DWORD 2

You can set the SetGpuRealtimePriority registry value by using this command in an elevated shell:

reg add "HKLM\SYSTEM\CurrentControlSet\Control\Terminal Server\WinStations" /v SetGpuRealtimePriority /d 2 /t REG_DWORD

Step 5: Connection Drops During Low CPU Usage

If you experience frequent connection drops with the Remote Desktop app despite low CPU usage on the Dev Box, switch Remote Desktop to use TCP instead of UDP.

You can configure this setting through a registry edit, or through Group Policy.

Use TCP instead of UDP - Registry edit:

Close the Remote Desktop app, apply the following registry setting on your client computer, and try reconnecting.

key: HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Windows NT\Terminal Services\Client
value name: fClientDisableUDP
value: DWORD 1

You can set the fClientDisableUDP registry value by using this command in an elevated shell:

reg add "HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Windows NT\Terminal Services\Client" /v fClientDisableUDP /d 1 /t REG_DWORD

Use TCP instead of UDP - Group policy:

Alternatively, use Group Policy Editor on your Dev Box to set RDP transport protocols to "Use only TCP".

  1. Open the Group Policy Editor on your Dev Box.
  2. Navigate to Computer Configuration > Administrative Templates > Windows Components > Remote Desktop Services > Remote Desktop Session Host > Connections.
  3. Open the policy setting Select RDP transport protocols.
  4. Set it to Enabled.
  5. For Select Transport Type, select Use only TCP.

If the preceding steps don't resolve your issue, contact your support team.

Include the following details in your incident report:

  • The time the issue occurred

  • Impacted users

  • A detailed description of the problem

  • The Activity ID from your Remote Desktop session, if available. You can find this ID by clicking on the connection bar during your session.

    Screenshot that shows the Remote Desktop connection bar.

  • Include information from the connection dialog.

    Screenshot that shows the Troubleshooting connection information dialog box.

In macOS clients, use the terminal to change connections to TCP instead of UDP:

In the app:

defaults write com.microsoft.rdc.macos ClientSettings.EnableAvdUdpSideTransport false

In the beta app:

defaults write com.microsoft.rdc.osx.beta ClientSettings.EnableAvdUdpSideTransport false

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