This will guide a member on how trouble a member with a bad Remote Desktop session. Affected members will be departments in the following
- Assurance
- SynexusTax
Guide is linked to ITGlue as well: https://smithhoward.itglue.com/6793552/docs/19137754
Symptoms
- Documents and Downloads will not be available
- Applications may be missing or need to be reinstalled
- Example: Teams
- Work done will not be saved in these sessions
Example:
How to confirm:
When in that session the affected user can enter this into the File Explorer path "%appdata%"
You will be able to then see the Username or a "TEMP" account as the username.
How to troubleshoot/resolve
If the issue happens with an account, this is correlated to their FSLogix profile. In rare occurrences the account profile will not correctly load into the AVD environment. Manual deletion of the user's folder directory will need to be done in each AVD machine.
1. Connect to each AVD machine directly using Admin account. (This example is using the Assurance Pool. The rest can be found here: Azure Virtual Desktop - Microsoft Azure)
- AVDH-AS-CTR-2.smith-howard.com
- AVDH-AS-CTR-3.smith-howard.com
2. Go into File Explorer and look at all the user accounts within this path: C:\Users
3. Find the affected username account. You will see their original username and a variant with a "local.username"
4. Ensure the user is signed out and then Delete the folders for the affected user.
Once steps are completed have the member reconnect to their Remote desktop session.
Why/How does this happen
These occurrences are rare, and the cause is still unsure, but this is connected to their Azure hosted profile. These profiles are like memory slots that can connect to each machine when first signing in. If done successfully, no issues will occur, but when done incorrectly, the Temp profile will appear and their sessions will have symptoms of a brand new session.