AVD Can't Connect

Question

AVD Can't Connect

Deepak Kumar 145

Our RBKC-AVD is up but its not accessible for the users, pls help

Anonymous

2026-05-19T07:15:18.34+00:00
Deepak Kumar - Please refer the details below:

User Assignment - Ensure users are assigned to the Application Group (Desktop/RemoteApp).

Session Host Health - Verify session hosts are Available (not “Unavailable” / “Shutdown”).

AVD Agent Status - Check if AVD Agent + Bootloader are up to date (outdated agent can block logins).

User Sign-in Test - Try login via AVD Web Client (to isolate client-side issues)

Recent Changes

Check if any of these were recently enabled:

GPOs (e.g., watermark / graphics)

Windows Updates / patches → Known cases show connection failures after updates or GPU-related settings.

RBAC / Access

Confirm users have proper roles:

Virtual Machine User Login

Desktop Virtualization User

Network / DNS - Ensure session hosts can reach AVD endpoints (no firewall/proxy block).
Deepak Kumar 145 Reputation points

2026-05-19T11:15:12.2933333+00:00

@Anonymous I agreed with you, Can we connect on ms teams call to fix this issue please?
Anonymous

2026-05-21T05:58:25.43+00:00
Based on the scenario, this typically indicates an issue with user access configuration, session host health, or connectivity prerequisites, rather than service availability.

To help isolate the issue, I recommend validating the following key areas:

User Access & RBAC assignments Please confirm that affected users:

Are assigned to the correct application group (Desktop/App Group)

Have the required Virtual Machine User Login role on the session host or resource group

Missing RBAC permissions can prevent successful sign-in even when the environment is running.

Session Host Health

Kindly verify the status of session hosts:

Ensure they are Available / Running

Not showing Unavailable or shutdown state

If the host is unavailable, users won’t be able to connect even if the workspace appears healthy. [Troublesho...soft Learn | Learn.Microsoft.com]

Network Connectivity & Required Endpoints

Please validate that:

Required AVD endpoints (e.g., *.wvd.microsoft.com, login.microsoftonline.com) are not blocked

Port 443 outbound connectivity is allowed from session hosts and client devices

Blocking required endpoints can prevent users from establishing sessions. [Required F...soft Learn | Learn.Microsoft.com]

Client / Subscription Issues

Confirm users can see the workspace/feed in Remote Desktop client

If not visible, re-subscribe or verify correct account usage

If resources are not visible, it may indicate incorrect user assignment or authentication mismatch. Also please let us know if the suggested response by Alex helped here
Deepak Kumar 145 Reputation points

2026-05-26T10:37:31.7733333+00:00

@Nikhil Duserla could you please connect on ms teams call as i tried to reinstall Agents and generated the key but getting the same issue. pls share the invite as I am availabe to connect now.
Deepak Kumar 145 Reputation points

2026-05-30T09:31:44.11+00:00

@Nikhil Duserla , I would like to acknowledge Nikhil for his excellent support in resolving the RBKC AVD issue. He successfully identified the root cause and restored the service by reinstalling the Azure Virtual Desktop Agent, Boot Loader, and AVD Stack components on the affected VM.

His technical expertise, troubleshooting skills, and prompt action ensured that the issue was resolved efficiently with minimal disruption. Thank you, Nikhil, for your dedication and support. I just want to make our AVD VMs health in good state , pls help.

Thanks,

Deepak

Answer accepted by question author

Nikhil Duserla 9,950 Microsoft External Staff Moderator

Hello @Deepak Kumar ,I would like to share a quick fix for scenarios where the Host Pool session hosts appear in a "Shutdown" state, even though the Azure VMs are running and administrators are able to access them successfully via RDP or remote access tools.

Recommended remediation steps:

Uninstall the Azure Virtual Desktop Agent, Boot Loader, and AVD Stack components from the affected VM.
Remove the session host from the Host Pool.
Generate a new registration key for the session host.
Reinstall the latest Azure Virtual Desktop Agent and Boot Loader components, then re-register the VM with the Host Pool.

This process typically helps resolve stale registration or agent communication issues between the session host and the Azure Virtual Desktop service. Please refer to this link- https://learn.microsoft.com/en-us/troubleshoot/azure/virtual-desktop/troubleshoot-agent#step-1-uninstall-all-agent-boot-loader-and-stack-component-programs

Once vm is back to healthy state, ensure enable the role for the user with the Virtual Machine User Login.

To troubleshoot AVD VM that are in a Running state but report a Shutdown health status, begin by restarting the VM from the Azure portal to resolve any potential state inconsistencies. Additionally, verify the Azure VM Agent status to ensure it is running and up to date. If issues persist, consider resetting or upgrading the agent following the recommended steps provided in the Azure documentation.

Please follow the below given steps-

Navigate to the VM\Extensions + applications
Note the Version, for Win11ms, I would expect 2.2.0.0.
Click the Uninstall button.
Reboot the VM
Once the VM is back online after reboot, open Cloud Shell
Run the following in Cloud Shell substituting in your Resource Group name, VM name, and Location.

Azure PowerShell

Set-AzVMExtension -ResourceGroupName "<RESOURCE GROUP NAME>" -VMName "<VM NAME>" -Name "AADLoginForWindows" -Location "<LOCATION>" -Publisher "Microsoft.Azure.ActiveDirectory" -Type "AADLoginForWindows" -TypeHandlerVersion "2.2"

In the Azure portal, go to AVD VM > Select Access Control (IAM) > Select Role Assignments > Confirm that the user account has been granted either the Virtual Machine User Login or Virtual Machine Administrator Login role.

Ensure that the RDP property targetisaadjoined:i:1 was added to the AVD host pool. To do this, navigate to the Azure portal > Select the host pool configured for Azure AD Join > Select the RDP Properties blade > Select the Advanced Tab > Add targetisaadjoined:i:1.

Disable security defaults by navigating to Entra ID > Manage > Properties > Manage Security Defaults > Disable.

Add Conditional Access policies to exclude the VM from MFA by adding the user.

Enable Conditional Access policies and exclude the users and groups as needed.

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Your answer

Anonymous

2026-05-19T07:15:18.34+00:00

Deepak Kumar - Please refer the details below:

User Assignment - Ensure users are assigned to the Application Group (Desktop/RemoteApp).

Session Host Health - Verify session hosts are Available (not “Unavailable” / “Shutdown”).

AVD Agent Status - Check if AVD Agent + Bootloader are up to date (outdated agent can block logins).

User Sign-in Test - Try login via AVD Web Client (to isolate client-side issues)

Recent Changes

Check if any of these were recently enabled:

GPOs (e.g., watermark / graphics)

Windows Updates / patches → Known cases show connection failures after updates or GPU-related settings.

RBAC / Access

Confirm users have proper roles:

Virtual Machine User Login

Desktop Virtualization User

Network / DNS - Ensure session hosts can reach AVD endpoints (no firewall/proxy block).
Deepak Kumar 145 Reputation points

2026-05-19T11:15:12.2933333+00:00

@Anonymous I agreed with you, Can we connect on ms teams call to fix this issue please?
Anonymous

2026-05-21T05:58:25.43+00:00

Based on the scenario, this typically indicates an issue with user access configuration, session host health, or connectivity prerequisites, rather than service availability.

To help isolate the issue, I recommend validating the following key areas:

User Access & RBAC assignments Please confirm that affected users:

Are assigned to the correct application group (Desktop/App Group)

Have the required Virtual Machine User Login role on the session host or resource group

Missing RBAC permissions can prevent successful sign-in even when the environment is running.

Session Host Health

Kindly verify the status of session hosts:

Ensure they are Available / Running

Not showing Unavailable or shutdown state

If the host is unavailable, users won’t be able to connect even if the workspace appears healthy. [Troublesho...soft Learn | Learn.Microsoft.com]

Network Connectivity & Required Endpoints

Please validate that:

Required AVD endpoints (e.g., *.wvd.microsoft.com, login.microsoftonline.com) are not blocked

Port 443 outbound connectivity is allowed from session hosts and client devices

Blocking required endpoints can prevent users from establishing sessions. [Required F...soft Learn | Learn.Microsoft.com]

Client / Subscription Issues

Confirm users can see the workspace/feed in Remote Desktop client

If not visible, re-subscribe or verify correct account usage

If resources are not visible, it may indicate incorrect user assignment or authentication mismatch. Also please let us know if the suggested response by Alex helped here
Deepak Kumar 145 Reputation points

2026-05-26T10:37:31.7733333+00:00

@Nikhil Duserla could you please connect on ms teams call as i tried to reinstall Agents and generated the key but getting the same issue. pls share the invite as I am availabe to connect now.
Deepak Kumar 145 Reputation points

2026-05-30T09:31:44.11+00:00

@Nikhil Duserla , I would like to acknowledge Nikhil for his excellent support in resolving the RBKC AVD issue. He successfully identified the root cause and restored the service by reinstalling the Azure Virtual Desktop Agent, Boot Loader, and AVD Stack components on the affected VM.

His technical expertise, troubleshooting skills, and prompt action ensured that the issue was resolved efficiently with minimal disruption. Thank you, Nikhil, for your dedication and support. I just want to make our AVD VMs health in good state , pls help.

Thanks,

Deepak

Answer 1

hi Deepak Kumar & thanks for join me here at Q&A portal,

start with host pool health + user assignment + AVD agent status but I think we need more details & for AVD “VM is up but users cant connect” check the session hosts must be available, not Unavailable or in Drain mode, AVD agent and bootloader services must be healthy, host pool registration token should not be expired, users must be assigned to the application group & the workspace must be associated with that app group.

look at azure service health for avd in that region, coz if all users suddenly fail, it may be platform side. On each session host, restart RDAgentBootLoader and Remote Desktop Services, loo at event viewer under avd agent logs. If hosts show unavailable, reinstall update the AVD agent. If hosts are available but only users fail, check RBAC/app group assignment and Conditional Access MFArgds,

Alex

&

If my answer was helpful pls mark it and additional thx if u follow me at Q&A portal

Deepak Kumar 145 Reputation points

2026-05-21T07:19:19.38+00:00

@Alex Burlachenko @Anonymous , for you info. the service health status is showing down so what do i need to check