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Abhi-6140 avatar image
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Abhi-6140 asked Abhi6410-5363 commented

remote desktop session Excel to local machine excel copy paste issue

Hi,

We have recently upgraded our remote desktop servers to windows server 2019 Datacenter. This issue with excel started around two weeks after that so not sure if it is related to that. Our users access the application on their local machine which is hosted on these servers. When user generates an excel report with huge data(say more than 5k records) and tries to copy the data from it to excel opened on his machine, both the excels freeze(not responding state) and no data is copied either. We found a workaround for this and that is to save the Excel report generated by app on local machine. After that data can be copied to local excel easily. But user doesn't want go through this trouble of saving the excel report everytime. One more thing, local machines of users and ours too now have Office 365 and our remote desktop servers have office 2016.

Thanks,
Abhijit.

remote-desktop-servicesoffice-excel-itpro
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ElevenYu-MSFT avatar image ElevenYu-MSFT ·

Hi,

Please let us know if there is any update.

Thanks,
Eleven

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BryceEMaryott-7650 avatar image BryceEMaryott-7650 ·

I've been having a similar issue, but I believe it's to do with the amount of data that the RDP server is trying to send to the client from Excel during a copy. Have you tried disabling the RDP option to share the local clipboard?

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Abhi6410-5363 avatar image Abhi6410-5363 BryceEMaryott-7650 ·

Do you mean to disable the 'Do not allow clipboard redirection' option under group policy? I will try it. Has it worked for you?

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4 Answers

ElevenYu-MSFT avatar image
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ElevenYu-MSFT answered Abhi-6140 commented

Hi,

Please provide below information and do the following test first.

  1. What's the os version of your users' machine?

  2. Open PowerShell as administrator and run "get-hotfix", share the KB informaiton so that we could check if there is any update installed will cause the issue.
    22799-image.png

Test

  1. Generate a new excel report with a little simple date and tries to copy the data and paste value without format. Please see if the issue persists.

  2. Choose one local machine of user to uninstall Office 365 and install office 2016, try copy data again to see if the issue persists.

Thanks,
Eleven



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Abhi-6140 avatar image Abhi-6140 ·

  1. OS version is windows 10 Enterprise.

  2. KB info
    23148-image.png



Test:
1. We have no issue copy-pasting small data but for huge data we cannot even select paste special because it goes to not responding state when I try to select paste special.
2. This wont be possible as all our users probably have office 365, we included. Also this issue suddenly started in the beginning of August and I am using office 365 from a long time.

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ElevenYu-MSFT avatar image ElevenYu-MSFT Abhi-6140 ·

Hi,

Thanks for your update.

Sorry that I didn't clarify exactly for KB information.

Could you please provide the KB information on your windows server (the remote desktop server)?

You mentioned that the issue occurred after you upgraded the server to 2019. We would like to figure out if there is any KB will impact.

Thanks,
Eleven

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Abhi-6140 avatar image Abhi-6140 ElevenYu-MSFT ·

Hi,

Here is KB info for RDS.
23158-image.png


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ElevenYu-MSFT avatar image
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ElevenYu-MSFT answered Abhi-6140 commented

Hi,

It seems the KB has no related known issue. Also, as you mentioned, there is no issue if you copy small data.

In that case, please try to modify below group policies on one remote desktop server to test.

Computer Configuration\Administrative Templates\Windows Components\Remote Desktop Services\Remote Desktop Session Host\Connections

RDP transport protocols: Use both UDP and TCP

Computer Configuration\Administrative Templates\Windows Components\Remote Desktop Services\Remote Desktop Session Host\Remote Session Environment

Configure compression for RemoteFX data: Optimized to use less network bandwidth or Balances memory and network bandwidth
Configure image quality for RemoteFX Adaptive Graphics: Low

Thanks,
Eleven

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Abhi-6140 avatar image Abhi-6140 ·

Hello,

We tried these changes but nothing improved. Issue was still the same as before.

Thanks,
Abhijit.

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ElevenYu-MSFT avatar image
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ElevenYu-MSFT answered Abhi6410-5363 commented

Hi,

Could you please check windows update on both your server and clients to ensure you have installed all the latest KB?

If that could not be accepted, you may need to check logs and dumps for further investigation.

  1. Event logs
    event viewer\windows logs\
    application
    security
    system

    Event Viewer – Applications and Services Logs – Microsoft – Windows-remoteapp and desktop connections
    Event Viewer – Applications and Services Logs – Microsoft – Windows – RemoteDesktopServices-
    Event Viewer – Applications and Services Logs – Microsoft – Windows –remote desktop management service
    Event Viewer – Applications and Services Logs – Microsoft – Windows-remoteapp and desktop connection management
    Event Viewer – Applications and Services Logs – Microsoft –Windows-TerminalServices-*

    Event Viewer – Applications and Services Logs -Microsoft-terminalservices-client activate xcore
    Event Viewer – Applications and Services Logs -microsoft-winodws-terminalservices-rdpclient

  2. Dumps

    When the issue is reproduced, open the task manager, click the unresponding excel process and create dump file.
    24034-image.png


Thanks,
Eleven


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Abhi6410-5363 avatar image Abhi6410-5363 ·

Hi,
1. I checked in the eventlogs but there is nothing indicating any error related to excel or such.
2. I have created dump files for both the excel on RDS and the RDS connection from local machine. There is no error or exception listed. Can you please suggest what to look for in dump files?

Thanks,
Abhijit.



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ElevenYu-MSFT avatar image
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ElevenYu-MSFT answered

Hi,

For dump analysis, we suggest to contact Microsoft Customer Support and Services where more in-depth investigation can be done so that you would get a more satisfying explanation and solution to your issue.
 
You may find phone number for your region accordingly from the link below:

Global Customer Service phone numbers
https://support.microsoft.com/en-us/help/4051701/global-customer-service-phone-numbers

Thanks,
Eleven


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