Remote desktop connection freezes/crashes and screen becomes black, after using any other window

Question

_{Monday, March 18, 2019 6:46 PM | 2 votes}

I am on a desktop using Windows 10 Pro version 1809 build 17763.379. Microsoft on March 12, 2019 had my computer updated (a cumulative update) automatically and since that time, my remote desktop sessions to other computers in my home as well as to my local Virtual computer freeze (crash) and go to black screen as soon as I stop using it by going to another window. My remote desktop sessions (RDP) sessions to the office (using Windows server 2016 there) do NOT have this problem at all. 

I spoke to Microsoft support and they said they can't roll anything back anymore unfortunately on my computer for some reason.

Does anyone have this same problem as well and can someone from Microsoft or the community please help me? Thank you.

All replies (12)

_{Tuesday, March 19, 2019 8:04 AM}

Hi,

Based on your description, problem only happens when establish remote desktop connection from your Windows 10 to home computer.

Please run “winver” on home computers and VM which have such problem, please confirm that if such problem only happens on specific OS version or, only happens on Windows Client system.

Besides, please open CMD, type “sfc /scannow” on your Windows 10, check and repair system files.

Besides, I want to confirm with you if back screen happens after entering user credential and it displays back desktop? If so, please try Ctrl + Alt + Delete to confirm that if there is any responding. 

Best Regards,
Eve Wang

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_{Wednesday, March 20, 2019 11:09 AM}

Same problem here, no solution so far... I confirm that it started with the last MS update...
The host desktop is responding, only the screen is black. To solve, you must reopen the RDP session since the black screen comes again.

As a temporary workaround, if you use MobaXterm as a client, the black screen timeout does not occour.

_{Friday, March 22, 2019 9:02 AM}

Hi,

>I confirm that it started with the last MS update...

@ Fuzzo83

Thank you for your sharing, if possible, please provide me the detail KB number. Also, I want to confirm with you if you had uninstalled the update and make sure that problem does not happen after the uninstallation?

@ TK Canada

How things are going there on this issue?

Please let me know if you would like further assistance.

Best Regards,
Eve Wang

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_{Monday, March 25, 2019 8:50 PM}

This happens to us wit the same version and build.  We remote from one PC in a remote location back to the staff's own personal workstation at another location.  They are able to login, but if they switch back to the workstation they are remoting from back to the one they are remoting to, the screen is black and locks up.  Only way to get back in is to close are log back into remote destop.

Any help would be greatly appreciated.

Thanks,

Lisa

_{Tuesday, March 26, 2019 7:56 AM}

Hi,

@ LKnoop
Have you check the OS build and confirm current update patch level on the problematic system? 

Best Regards,
Eve Wang

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_{Tuesday, March 26, 2019 7:57 AM}

Hi,

@ TK Canada

Is there any update?

Best Regards,
Eve Wang

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_{Tuesday, March 26, 2019 2:58 PM}

As mentioned I am on a desktop using Windows 10 Pro version 1809 build 17763.379 I am logging into my virtual machine on same desktop and other desktops all on Windows 10 Pro version 1809 build 17763.379 Since the March 12, 2019 update, my remote desktop sessions freeze (crash) as soon as I stop using it by going to another window. My remote desktop sessions (RDP) sessions to the office (using Windows server 2016 there) do NOT have this problem at all. 

I ran the “sfc /scannow” to no effect at all.

Thank you fpr any help

_{Thursday, March 28, 2019 8:01 AM}

Hi,
 
Have you tried to uninstall the latest update and confirm that if same problem happens again? 

Best Regards,
Eve Wang

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_{Thursday, March 28, 2019 5:39 PM}

I could not even after talking to your consumer support line. They tried several ways but were unsuccessful.

_{Monday, April 8, 2019 1:36 AM}

Hi,

If you want to contact Microsoft Customer Support and Services, 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/13948/global-customer-service-phone-numbers

Best Regards,
Eve Wang

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_{Thursday, April 11, 2019 6:38 PM}

As I suspected this was a bug introduced by Microsoft in March updates as I just received April updates and the  problem is gone. 

Thanks.

_{Friday, April 12, 2019 6:24 AM}

Hi,

Thank for your sharing and update the result. I will post your feedback to product team.

Best Regards,
Eve Wang

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