Azure WVD users facing recurring black screen issue due to Trend Micro

Boopathiraja Kannan 0 Reputation points
2025-10-15T12:32:18.26+00:00

Hello,

In our Azure WVD environment, multiple users are facing a black screen issue during login. We found that the issue is related to Trend Micro. As a temporary workaround, we update the following executables via the Azure serial console:

pccnt.exe

pccntMon.exe

pccntupd.exe

After updating and restarting the VM, the black screen issue is resolved temporarily. However, the problem reappears the next day, and we need to repeat the same steps again.

My Team is struggling with this issue for years.

Has this issue already been reported or discussed in Microsoft or Trend Micro communities? Is there a permanent fix or an official documentation available regarding this?

Thank you....

Azure Virtual Desktop
Azure Virtual Desktop

A Microsoft desktop and app virtualization service that runs on Azure. Previously known as Windows Virtual Desktop.

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  1. SUNOJ KUMAR YELURU 18,736 Reputation points MVP Volunteer Moderator
    2025-10-16T05:16:06.6566667+00:00

    Hello @Boopathiraja Kannan

    The black screen issue is likely due to Trend Micro's interference with AVD session initialization. The recommended approach involves updating the Trend Micro agent, implementing specific exclusions for AVD components, and adjusting scan schedules. Engaging Trend Micro Technical Support directly is crucial for obtaining verified exclusions and ensuring a permanent fix.

    1. Root Cause Analysis: The temporary fix of updating executables suggests that the Trend Micro agent is either corrupted during session initialization or interacting poorly with Windows/AVD updates.
    2. Permanent Fix Strategy: The permanent fix involves updating the Trend Micro agent to the latest compatible version, implementing required VDI/AVD exclusions, and reviewing Trend Micro scan behavior settings.

    If the Answer is helpful, please click Accept Answer and Up-Vote, so that it can help others in the community looking for help on similar topics.

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  2. Jaganath Ramachandraiah 0 Reputation points
    2026-08-27T07:25:02.2833333+00:00

    Hello MS,

    lets drive and help with some solutions.

    with Regards,

    J

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