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CadeMellein-4413 avatar image
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CadeMellein-4413 asked GennessisOcasio-7472 commented

Mac Users Receiving "Please Wait" screen while using DUO with Microsoft RDP

We’re running into an issue with our Macintosh users who are remoting into Windows 10 systems with DUO security installed for secondary authentication. They are encountering a blue “Please Wait” screen that appears either after logging in after previously being in a session, or walking away and letting the computer idle for at least 5 minutes. The blue screen shows up on the remote system side, aka on the Windows 10 system, and only appears when a secondary authentication is installed. Macintosh users are using the latest version of Microsoft Remote Desktop on the Mac App Store. Windows users do not encounter this issue at all.

I contacted DUO about this issue and they said:

 "The Duo RDP client makes use of windows credential providers in the MS protected GINA environment to apply Duo 2FA.
 The Duo RDP client is called by the Windows Logon process.
    
 Primary authentication is a windows process that Duo does not interfere in, once primary auth has succeeded the Duo RDP client will add the additional requirement of completing 2FA.
    
 The Please Wait screen is not a Duo screen and unrelated to Duo Authentication.
     
 The Duo integration uses Microsoft credential providers to require 2FA after primary authentication has succeeded.
 These are Microsoft credential providers and speak to the windows logon process to either approve or deny authentication.
 The windows OS still builds the session."

They also said

 "This is the job of the OS.
 You will need to work with Microsoft Support as to why the session is failing to load if it was not ended properly."

So I'm here to find out if anyone knows anything about this problem. Thank you!


remote-desktop-client
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LeilaKong-MSFT avatar image
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LeilaKong-MSFT answered LeilaKong-MSFT commented

Hello @CadeMellein-4413 ,

What's the Mac OS of the users?

The following links for your reference:
https://community.duo.com/t/rdp-login-hangs/3747/13
https://support.solarwinds.com/SuccessCenter/s/article/Black-screen-showing-please-wait-when-on-remote-session-on-Mac-machine-in-Dameware-Remote-Everywhere-DRE?language=en_US

Please Note: Since the web site is not hosted by Microsoft, the link may change without notice. Microsoft does not guarantee the accuracy of this information.


Best regards,
Leila


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These users are on Catalina and Big Sur, and using Microsoft Remote Desktop for MacOS, made by Microsoft.

The users are able to control their session for as long as they are active on the computer. It's when they go away from the computer or leave it idle that it breaks.

We do not use Dameware, and even if we were to apply the same instructions to our remote software, the article states that this person is trying to remote IN to a Mac machine, not a Windows machine. The issue present in that article seems to be different than the one that we are encountering.

The link to DUO comes to the conclusion to "Contact DUO Support" which I have, and they've told me it's something on Microsoft's end.

Thank you for any further tips you can provide!

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Hello @CadeMellein-4413 ,

We haven’t heard from you in a couple of days. Is there any update from your side?

What about using the beta version? https://install.appcenter.ms/orgs/rdmacios-k2vy/apps/microsoft-remote-desktop-for-mac/distribution_groups/all-users-of-microsoft-remote-desktop-for-mac

You may open a case to Microsoft for further professional help.
https://support.microsoft.com/en-us/help/4341255/support-for-busines

Also, we sincerely suggest that you could post this issue to the uservoice and let others vote for it to see if there will be any feedback from the product team.
https://remotedesktop.uservoice.com/forums/287834-remote-desktop-client-for-mac


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LeilaKong-MSFT avatar image
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LeilaKong-MSFT answered

Hello @CadeMellein-4413 ,

Since "Windows users do not encounter this issue at all", there may be some conflict between Mac and DUO security. Hope the following document will give you any help:
https://duo.com/docs/macos
https://help.duo.com/s/article/3710?language=en_US

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LeilaKong-MSFT avatar image
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LeilaKong-MSFT answered GennessisOcasio-7472 commented

Hello @CadeMellein-4413 ,

How are things going there on this issue?
Please let me know if you would like further assistance.

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I am going to jump into this year old thread because we have been trying to figure out this issue for a long time as well. This is an issue that still exist. Here;s the funny though. This issue has occurred when we upgraded our RDP server mid year last year. We're a non-profit organization with over 200+ people and alot of people are using macs. we have to forcefully reset their RDP session. We're using the exact same configuration of our previous RDP server. we have used duo in both of the servers.

this issue did not occur in server 2008 r2
This issue is occurring in sever 2016

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