Troubleshooting overview, feedback, and support

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

Provide feedback

We currently aren't taking support cases while Windows Virtual Desktop is in preview. Visit the Windows Virtual Desktop Tech Community to discuss the Windows Virtual Desktop service with the product team and active community members.

Escalation tracks

Use the following table to identify and resolve issues you may encounter when setting up a tenant environment using Remote Desktop client.

Note

We currently aren't taking support cases while Windows Virtual Desktop is in preview. Whenever we refer to Windows Virtual Desktop support, go to our Tech Community forum for now. Visit the Windows Virtual Desktop Tech Community to discuss issues with the product team and active community members. If you need to resolve a support issue, include the activity ID and approximate time frame for when the issue occurred.

Issue Suggested Solution
Creating a Tenant If there's an Azure outage, contact Azure Support; otherwise contact Remote Desktop Services/Windows Virtual Desktop support.
Accessing Marketplace templates in Azure portal If there's an Azure outage, contact Azure Support.

Azure Marketplace Windows Virtual Desktop templates are freely available.
Accessing Azure Resource Manager templates from GitHub See the "Creating Windows 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 Contact Azure Support (Networking).
Session host pool Virtual Machine (VM) creation when Azure Resource Manager templates provided with Windows Virtual Desktop aren't being used Contact Azure Support (Compute).

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

For management issues when using Remote Desktop Services/Windows Virtual Desktop PowerShell, see Windows Virtual Desktop PowerShell or contact the Remote Desktop Services/Windows Virtual Desktop support team.
Managing Windows Virtual Desktop configuration tied to host pools and application groups (app groups) See Windows Virtual Desktop PowerShell, or contact the Remote Desktop Services/Windows Virtual Desktop support team.

If issues are tied to the sample graphical user interface (GUI), reach out to the Yammer community.
Remote desktop clients malfunction on start See Remote Desktop client connections and if that doesn't resolve the issue, contact Remote Desktop Services/Windows Virtual Desktop support team.

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 Remote Desktop client connections.

If your users have been assigned to an app group, escalate to the Remote Desktop Services/Windows Virtual Desktop support team.
Feed discovery problems due to the network Your users need to contact their network administrator.
Connecting clients See Remote Desktop client connections and if that doesn't solve your issue, see Session host virtual machine configuration.
Responsiveness of remote 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.

Next steps