Troubleshoot the Remote Desktop client for Android and Chrome OS when connecting to Azure Virtual Desktop

Article
11/21/2022

This article describes issues you may experience with the Remote Desktop client for Android and Chrome OS when connecting to Azure Virtual Desktop and how to fix them.

General

In this section you'll find troubleshooting guidance for general issues with the Remote Desktop client.

You don't see the expected resources

If you don't see the remote resources you're expecting to see in the app, check the account you're using. If you've already signed in with a different account than the one you want to use for Azure Virtual Desktop, you should first sign out, then sign in again with the correct account. If you're using the Remote Desktop Web client, you can use an InPrivate browser window to try a different account.

If you're using the correct account, make sure your application group is associated with a workspace.

Your account is configured to prevent you from using this device

If you come across an error saying Your account is configured to prevent you from using this device. For more information, contact your system administrator, ensure the user account was given the Virtual Machine User Login role on the VMs.

The user name or password is incorrect

If you can't sign in and keep receiving an error message that says your credentials are incorrect, first make sure you're using the right credentials. If you keep seeing error messages, check to make sure you've fulfilled the following requirements:

Have you assigned the Virtual Machine User Login role-based access control (RBAC) permission to the virtual machine (VM) or resource group for each user?
Does your Conditional Access policy exclude multifactor authentication requirements for the Azure Windows VM sign-in cloud application?

If you've answered no to either of those questions, you'll need to reconfigure your multifactor authentication. To reconfigure your multifactor authentication, follow the instructions in Enforce Microsoft Entra multifactor authentication for Azure Virtual Desktop using Conditional Access.

Important

VM sign-ins don't support per-user enabled or enforced Microsoft Entra multifactor authentication. If you try to sign in with multifactor authentication on a VM, you won't be able to sign in and will receive an error message.

If you have integrated Microsoft Entra logs with Azure Monitor logs to access your Microsoft Entra sign-in logs through Log Analytics, you can see if you've enabled multifactor authentication and which Conditional Access policy is triggering the event. The events shown are non-interactive user login events for the VM, which means the IP address will appear to come from the external IP address from which your VM accesses Microsoft Entra ID.

You can access your sign-in logs by running the following Kusto query:

let UPN = "userupn";
AADNonInteractiveUserSignInLogs
| where UserPrincipalName == UPN
| where AppId == "372140e0-b3b7-4226-8ef9-d57986796201"
| project ['Time']=(TimeGenerated), UserPrincipalName, AuthenticationRequirement, ['MFA Result']=ResultDescription, Status, ConditionalAccessPolicies, DeviceDetail, ['Virtual Machine IP']=IPAddress, ['Cloud App']=ResourceDisplayName
| order by ['Time'] desc

Authentication and identity

In this section you'll find troubleshooting guidance for authentication and identity issues with the Remote Desktop client.

Error code 2607 - We couldn't connect to the remote PC because your credentials did not work

If you come across an error saying We couldn't connect to the remote PC because your credentials did not work. The remote machine is AADJ joined. with error code 2607 when using the Android client, ensure that you enabled connections from other clients.

Issue isn't listed here

If your issue isn't listed here, see Troubleshooting overview, feedback, and support for Azure Virtual Desktop for information about how to open an Azure support case for Azure Virtual Desktop.

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