Faulting application msrdc.exe from Remote desktop client and windows app avd

Whoops7793 5

Hello there,

I'm trying to assist one of my users with random crashes or disconnects from our azure servers via Windows app client or Remote Desktop client AVD. They are successfully able to connect or launch an published app. But randomly, they disconnect causing the application to crash.

The error within event viewer is:

Faulting application name: msrdc.exe, version: 1.2.5709.0, time stamp: 0x66fc52b0

Faulting module name: rdclientax.dll, version: 1.2.5709.0, time stamp: 0x66fc528b

Exception code: 0xc0000005

Fault offset: 0x0000000000233784

Faulting process id: 0x0x56A8

Faulting application start time: 0x0x1DB2EBA3F50CB8F

Faulting application path: C:\Program Files\WindowsApps\MicrosoftCorporationII.Windows365_2.0.297.0_x648wekyb3d8bbwe\msrdc\msrdc.exe

Faulting module path: C:\Program Files\WindowsApps\MicrosoftCorporationII.Windows365_2.0.297.0_x648wekyb3d8bbwe\msrdc\rdclientax.dll

Report Id: 52e452b3-c2a6-490f-bbb1-59df5192fd5c

Faulting package full name: MicrosoftCorporationII.Windows365_2.0.297.0_x64__8wekyb3d8bbwe

Faulting package-relative application ID: Windows365

The user has gotten a new workstation, new isp provider (fiber), I've made sure the laptop is up to date on windows, did an SFC /Scannow and DISM /Online /Cleanup-Image /RestoreHealth commands. Also tried installing 2 older versions of RDC but with no luck, the user still crashes.

I'm really unsure what to do now and would greatly appreciate some or suggestions on what I can try.

Thank you!

Mahesh Goud Juvvadi 1,470 Reputation points Microsoft Vendor

2024-11-14T00:18:23.9166667+00:00

Hi Whoops7793,

Thank you for reaching out to the Microsoft Q&A platform.

Based on your question, we understand that you are facing random crashes, disconnects from Windows app client and Remote Desktop client AVD and the exception code 0xc0000005 indicates an access violation.

Here are few troubleshoot this issue you can try the following steps:

Make sure that you have the latest version of the Microsoft Remote Desktop client installed.

If you're still experiencing issues after updating the client, try uninstalling and reinstalling the Remote Desktop client.

Please find the document link for your reference: https://learn.microsoft.com/en-us/azure/virtual-desktop/whats-new-client-windows?pivots=remote-desktop-msi#updates-for-version-125709

Also, please refer to the link below for more insights on a similar issue.

https://techcommunity.microsoft.com/discussions/azurevirtualdesktopforum/microsoft-remote-desktop-client-crashes-when-connecting/3822787

If it was helpful, please click "Upvote" on this post to let us know.

Thank You.
Whoops7793 5 Reputation points

2024-11-14T18:06:56.9433333+00:00

Hi @Mahesh Goud Juvvadi

This was the first thing I did for the user, Uninstall > Reboot > Reinstall the latest Remote Desktop Client and tested, still had crashes. Then, I've Uninstalled > Rebooted > Installed "Windows App" and tested, still crashes.

Also to your reference, I did see this thread before posting here. The workstation or server does not not use terminal works printing or scanning and I also looked everywhere for version 1.2.29 RDC, all seem to be archived by Microsoft. If you or anyone has that specific version of RDC, that would be greatly appreciated! I do recall reading another thread which said HP Simple Pass was causing this issue, which the laptop does not have but there are some HP applications that seem like bloatware. I'd delete them, but I'm afraid I might break something and have to spend the time fixing it for the user..

HP Audio Control
HP Connection Optimizer
HP Documentation
HP Notifications
HP PC Hardware Diagnostics Windows
HP Power Manager
HP Presence Video
HP Privacy Settings
HP Security Update Service
HP Support Assistant
HP Sure Recover
HP Sure Run Module
HP System Information
myHP

Just a small note, I'm not this users IT person and just the developer for the app they use. Their third party IT blames it on the server or our app even though this is an end users error and the only user to experience this.. But I do not want to leave this user dead in the water and rather just try to help them.

Thank you.
Mahesh Goud Juvvadi 1,470 Reputation points Microsoft Vendor

2024-11-18T17:10:31.3433333+00:00

Hi Whoops7793,

We are looking into it and will get back to you soon.
Mahesh Goud Juvvadi 1,470 Reputation points Microsoft Vendor

2024-11-20T18:02:42.0166667+00:00

Hi Whoops7793,

Thank you for sharing the more details, you have already tried troubleshooting steps, including uninstalling and reinstalling both the Remote Desktop Client and the Windows App

You can try temporarily disabling these services instead of uninstalling. You can do this via Task Manager or Services to stop the processes without fully removing them. This will allow you to test whether any of these applications are indeed causing the crashes.

HP Connection Optimizer and HP Power Manager are known to interfere with network connections, and HP Support Assistant can sometimes cause compatibility issues with certain applications.
Mahesh Goud Juvvadi 1,470 Reputation points Microsoft Vendor

2024-11-21T19:33:02.85+00:00

Hello Whoops7793,

Just checking in to see if you had a chance to see my latest response to your question. Please tell us if it was helpful and feel free to reach out to us if you have any queries.

If it was helpful, please click "Upvote" on this post to let us know.

Thank You.

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Faulting application msrdc.exe from Remote desktop client and windows app avd

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