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Azure Virtual Desktop (classic) troubleshooting overview, feedback, and support

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Important

This content applies to Azure Virtual Desktop (classic), which doesn't support Azure Resource Manager Azure Virtual Desktop objects. If you're trying to manage Azure Resource Manager Azure Virtual Desktop objects, see this article.

This article provides an overview of the issues you may encounter when setting up an Azure Virtual Desktop tenant environment and provides ways to resolve the issues.

Provide feedback

Visit the Azure Virtual Desktop Tech Community to discuss the Azure Virtual Desktop service with the product team and active community members.

Create a support request

To create a support request for Azure Virtual Desktop (classic):

  1. Browse to New support request in the Azure portal.

  2. On the Problem description tab, complete the following information. Some parameters are only shown based on other selections.

    Parameter Value/Description
    Issue type Select Technical from the drop-down list
    Subscription Select a subscription containing Azure Virtual Desktop (classic) resources from the drop-down list.
    Service Select My services.
    Service type Select Azure Virtual Desktop from the drop-down list
    Resource Select the Azure Virtual Desktop (classic) resource you're having an issue with from the drop-down list.
    Summary Enter a description of your issue.
    Problem type Select Issues configuring Azure Virtual Desktop (classic) from the drop-down list.
    Problem subtype Select the item which most describes your issue from the drop-down list.

  3. Complete the remaining tabs and select Create.

Common issues and suggested solutions

Use the following table to identify and resolve issues you may encounter when setting up a tenant environment using Remote Desktop client. You can also use our Diagnostics service to identify issues for common scenarios.

Note

We have a Tech Community forum which you can visit to discuss your issues with the product team and active community members. Visit the Azure Virtual Desktop Tech Community to start a discussion.

Issue Suggested Solution
Creating an Azure Virtual Desktop tenant If there's an Azure outage, open an Azure support request; otherwise open an Azure support request, select Azure Virtual Desktop for the service, select Deployment for the problem type, then select Issues creating an Azure Virtual Desktop tenant for the problem subtype.
Accessing Marketplace templates in Azure portal If there's an Azure outage, open an Azure support request.

Azure Marketplace Azure Virtual Desktop templates are freely available.
Accessing Azure Resource Manager templates from GitHub See the Creating Azure Virtual Desktop session host VMs section of Tenant and host pool creation. If the problem is still unresolved, contact the GitHub support team.

If the error occurs after accessing the template in GitHub, contact Azure Support.
Session host pool Azure Virtual Network (VNET) and Express Route settings Open an Azure support request, then select the appropriate service (under the Networking category).
Session host pool Virtual Machine (VM) creation when Azure Resource Manager templates provided with Azure Virtual Desktop aren't being used Open an Azure support request, then select Virtual Machine running Windows for the service.

For issues with the Azure Resource Manager templates that are provided with Azure Virtual Desktop, see Creating Azure Virtual Desktop tenant section of Tenant and host pool creation.
Managing Azure Virtual Desktop session host environment from the Azure portal Open an Azure support request.

For management issues when using Remote Desktop Services/Azure Virtual Desktop PowerShell, see Azure Virtual Desktop PowerShell or open an Azure support request, select Azure Virtual Desktop for the service, select Configuration and management for the problem type, then select Issues configuring tenant using PowerShell for the problem subtype.
Managing Azure Virtual Desktop configuration tied to host pools and application groups (app groups) See Azure Virtual Desktop PowerShell, or open an Azure support request, select Azure Virtual Desktop for the service, then select the appropriate problem type.
Deploying and manage FSLogix Profile Containers See Troubleshooting guide for FSLogix products and if that doesn't resolve the issue, Open an Azure support request, select Azure Virtual Desktop for the service, select FSLogix for the problem type, then select the appropriate problem subtype.
Remote desktop clients malfunction on start See Troubleshoot the Remote Desktop client and if that doesn't resolve the issue, Open an Azure support request, select Azure Virtual Desktop for the service, then select Remote Desktop clients for the problem type.

If it's a network issue, your users need to contact their network administrator.
Connected but no feed Troubleshoot using the User connects but nothing is displayed (no feed) section of Azure Virtual Desktop service connections.

If your users have been assigned to an application group, open an Azure support request, select Azure Virtual Desktop for the service, then select Remote Desktop Clients for the problem type.
Feed discovery problems due to the network Your users need to contact their network administrator.
Connecting clients See Azure Virtual Desktop service connections and if that doesn't solve your issue, see Session host virtual machine configuration.
Responsiveness of applications or desktop If issues are tied to a specific application or product, contact the team responsible for that product.
Licensing messages or errors If issues are tied to a specific application or product, contact the team responsible for that product.
Issues when using Azure Virtual Desktop tools on GitHub (Azure Resource Manager templates, diagnostics tool, management tool) See Azure Resource Manager Templates for Remote Desktop Services to report issues.

Next steps