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Remote App Blackscreen, RDP works fine

    Question

  • I have an external user who connects to a remote app via RdWeb. They had no issue until last week and no changes were made on the terminal servers.

    THE ISSUE:

    When they launch the remote app, the user gets a black screen if you click details. They can RDP to the server fine (using the Connect to another PC tab in IE).

    The mstsc.exe process has to be killed via Task Manager. 

    Another user in their office is having no issues.

    Things I have tried:

    1. Had the user with issues try from the PC of the user without issues. Same problem.

    2. Had the user connect to 3 instances of this remote app in 3 different collections. 1 uses User Profile disks. 1 does not and sits on the same network as the previous. 1 does not use profile disks and sits in our DMZ. The user can get a successful connection from the server in the DMZ but the speed is an issue. 

    3. Looked for a profile disk for the user on the network share and there was none (the user is in our Guest child domain which is not a 2 way trust), there was no profile disk, but there WAS a profile with the username and .backup on the actual terminal server.

    4. Deleted the local user profile on the both internal servers and had the user try again. Same result.

    5. Had the user RDP to the server and launch the app and it worked without issue. 

    I am thinking it is related to the user's terminal server profile because the issue is repeatable from another user's workstation. However, the user is able to RDP to any of the terminal servers and work fine. 

    The difference in the server in the DMZ and the internal servers is that the server in the DMZ uses a different encryption/compression policy. The internal policy forces the encryption level to "low", does not use an encryption algorithm and is set to not require NLA. The server in the DMZ was specifically created with a different encryption policy to resolve a previous issue with external users getting a black screen to the internal servers. The internal servers go through a Cisco WAAS in some cases and the internal policy was set to the recommendations for this setup. 

    Keep in mind though, that everything worked fine last week and everything still works fine for everyone except this single user.

    Any insight or steps for further troubleshooting would be appreciated.



    Monday, July 2, 2018 7:50 PM

All replies

  • Hi,

    Based on your description, specific user has black screen problem when establish RemoteAPP connection, while RDP works fine.

    >that everything worked fine last week and everything still works fine for everyone except this single user.
    If possible, open Event Viewer on both client and RDS, confirm that if there is any available event has been logged:
    Event Viewer – Applications and Services Logs – Microsoft – Windows

    If possible, try SFC to check/repair system files within remote session and check the result.

    >The user can get a successful connection from the server in the DMZ but the speed is an issue.
    In general, network problem(including slow network speed, low bandwidth and etc.) may causing black screen during remote session. As necessary profile may not be correctly loaded. However, you had mentioned that, RDP works with no problem while RemoteApp does not work.

    Please check Event Viewer first to find helpful information.  

    Best Regards,
    Eve Wang

    Please remember to mark the replies as answers if they help.
    If you have feedback for TechNet Subscriber Support, contact tnmff@microsoft.com.

    Tuesday, July 3, 2018 6:13 AM
    Moderator
  • Hi,

    How things are going there on this issue?

    Please let me know if you would like further assistance.

    Best Regards,
    Eve Wang

    Please remember to mark the replies as answers if they help.
    If you have feedback for TechNet Subscriber Support, contact tnmff@microsoft.com.

    Tuesday, July 10, 2018 1:42 AM
    Moderator
  • Hi,

    Is there any update?

    Best Regards,
    Eve Wang

    Please remember to mark the replies as answers if they help.
    If you have feedback for TechNet Subscriber Support, contact tnmff@microsoft.com.

    Thursday, July 12, 2018 1:57 AM
    Moderator
  • Nothing in Event Viewer. I can see the connection being established and it looks the same as other sessions. 
    Also, network is not the issue as another user adjacent to this user has no issue, however he DOES have an issue even on this other user's PC.

    My next step is to get with their IT department to see what hey do as far as terminal services profiles and rebuild the users profile if possible.

    Thursday, July 12, 2018 12:31 PM