Consistent Thin Client Disconnection from WVD Pool

Gerard_Mulder 

Just to make it clear. There are many, many reasons why you can experience disconnects, freezes and lags. This original thread was created because we clearly identified the disconnects, freezes and latency was ONLY located in the WVD Gateway component of WVD. ie: if you RDPed directly to the same VM you didn't have the issues. 

Since then, our customers are complaining far less on these issues on to the point where we can sign them off to local internet connection issues and sign them off to the local ITers responsible for that. Is everyone who's reviving this thread absolutely sure that the issue is located in the WVD Gateway component? Or do you simply need to look into different possible causes?

In March they had already found the possible cause, but unfortunately it is still not resolved.

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Van: Alexandru Daniel Stan <mailto:Alexandru.Stan@microsoft.com>
Verzonden: vrijdag 13 maart 2020 17:08
Aan: Marco Brouwer | Altios <mailto:marco@altios.nl>; mailto:imcloudservicedesk@cloud.im
CC: Gerard Mulder | Altios <mailto:g.mulder@altios.nl>
Onderwerp: RE: Problem with Microsoft Windows Virtual Desktop connections - intermittent disconnects

Hi team,

Ahmed if off today but PG said there were transient errors from Azure REDIS cache components, which caused users to be disconnected.

However they are working to improve robustness on external dependencies failures; so let’s monitor closely and see the status, if anything comes up let us know.

Thank you,

Kind regards,

If you have any feedback about my work, please let either me or my manager Razvan Mitescu at mailto:%20razvanm@microsoft.com%20

Gerard_Mulder 

Yes. this thread is useful because I know other WVD users are experiencing disconnections too. 

Just want to log another data point today.  6/18/2020  9am - 11am pst, east us datacenter.  We have WVD users experiencing disconnects, black screens.  appears the problem is gone for now.  creating a ticket is useless. by the time they are able to troubleshoot, the problem is gone.  I guess we just have to accept that current WVD's availability isn't very good.  if you need better availability, go find another solution.

Hello evasse,

Thank you for your response. Nice that someone from Microsoft is finally responding to this topic.

Contrary to what you indicate, this forum is very useful to discuss those kind of issues. This is the only place where partners can share experiences with each other.

Several partners have already created a ticket at Microsoft, but no one at Microsoft takes the initiative to bundle it. Perhaps you can do something about this?

Microsoft's support is very very very very poor/slow. Together with Microsoft Azure/WVD specialists, we have carried out various tests and make a lot of logfiles what already cost us 130 hours of support for Microsoft the past three months. The cause is also known, it is in your WVD brokers. Only each team within Microsoft points to each other.

Our ticket (120022923000282) have been escalated by your Dutch colleagues Caroline Wouters and Bianca Ritchi. Maybe you can contact them. But also Christiaan Brinkhoff is aware of the disconnect problems.

You don't have to ask the partners for additional information. The cause is known. There is a structural problem in your brokers.

There was a good way for partners to monitor this problem. But Microsoft turned it off unexpectedly: WVD Diagnostics. This gives the appearance that Microsoft does not want the partners to see that there are disconnects??

"Our service health monitoring indicates that diagnostics queries are having a very high impact on the database (DB) performance, making it likely to affect the operation of other basic service functions, so we need to take steps to mitigate DB impact. The problem is caused by the increasingly large volume of activities executing in the service and frequent queries that scan through relatively large volumes of data. Due to unexpectedly high demand of the service, we have blocked diagnostics queries. We are evaluating our options to enable them in the near future."

I look forward to your response.

Best regards,
Gerard Mulder

Altios Cloud Experts

The Netherlands

0031624650071

mikejones1600 : this forum is not useful to discuss those kind of issues. Recommend the following (https://aka.ms/wvvdgetstarted:

- Review troubleshooting guides and match diagnostics errors you see for the disconnects.

- Review networking configurations

- Review Azure Service health for health alerts.

After exploring all options please raise a ticket with support as it might be an issue that needs deeper troubleshooting.

We have 150 users and it is just getting worse on the disconnects. Did anyone find a solution or has Microsoft responded? It is very random and seems to be across all ISP.

Marco Brouwer 

User still reports disconnections, today.

ritchnet 

Or even more ideal, some sort of external monitoring tool that runs a continuous ping: psping -t rdweb.wvd.microsoft.com:443

Then form a performance/packet loss graph to indicate failures.

Ofcourse we can all set this up individually (testing is dependant on the local connection as well) but I guess it could be useful to have a simple public website for such purposes. 

Same goes for O365 Exchange online. Performance has been below par since Corona but there's no external monitoring for performance that I'm aware of. Individual and local test and monitoring software exists, but no public one that I'm aware of.

oiab_nl 

We also had customers reporting issues this monring. Seems to have normalised and didn't have any latency/disconnects since I ran psping -t rdweb.wvd.microsoft.com:443 about an hour ago.

Marco Brouwer 

We have an open ticket from a customer with disconnects today, good to know that other people have them also.

oiab_nl 

Hi all, are you still experiencing disconnect issues?

Our customer is complaining again about random disconnects.

Greets, Marco

roneps07 In any gateway environment (WVD or RDS) all traffic from the client is passed to the Gateway (via port 443) and them from the gateway to the host. There is no direct connection between the client and host.

roneps07 

You never establish a direct connection to the WVD machine(s). Your connection remains tunneled through rdweb.wvd.microsoft.com. Unless if you manually open specific ports and bypass the WVD Gateway there is no direct path to your WVD machine(s).

Disconnections from RDS or WVD are notoriously difficult to troubleshoot. There are plenty of reasons for disconnections. I suggest running the tools I said earlier on computers that are experiencing the issues. Then just wait till it happens so you can pinpoint who or what's to blame. I really wish someone would write a small WVD Health tool that provides this data in an easy to install format. Now it's pretty labourintensive to troubleshoot. Something like: https://bramwolfs.com/2020/03/11/connection-experience-indicator-for-rds-wvd/ but then a tool that runs on the client side instead of within the session.

XxArkayxX thank you for the detailed steps.

The issue is quite random. It happens for a few seconds. I have not been able to observe the pattern yet. Most of the users use remote apps so they might not notice the disconnection. However handful of the users who use virtual desktop have reported this couple of times. 
There is one doubt I would like to get clarified. Once the connection is created between the RD Client and the session host(WVD) machine, does the rdweb really come into the picture? I may be missing something. 

Lyooba roneps07 

Seems fine here as well. Just some troubleshooting steps I would take.

1) Establish what end-point you are going to: Ping rdweb.wvd.microsoft.com and see which IP address it is resolving to. I use this website to find out where that IP is located: https://www.iplocation.net/. DNS issues may make you bounce to a further away end-point. If you want to check other end-points I use this website: https://dnschecker.org/

2) Download and install Psping: https://docs.microsoft.com/en-us/sysinternals/downloads/psping

3) Run the following command. You can pipe out to a file for logging purposes: psping -t rdweb.wvd.microsoft.com:443

4) Run the following command as a baseline to see if you don't have local/internet issues: psping -t 8.8.8.8

When we had major issues in the West EU region you always saw spikes on the psping to the Rdweb and not to your baseline. Are you experiencing the same? Or do you have consistent low pings without spikes and are still seeing performance issues?

Marco Brouwer 

Same here, all of our customers have good performance:

Lyooba 

So far so good for us. We are running 2 customers on WVD by now, both work fine this morning:

swalra It's tolerable right now, but two hours ago, took ages to sign in, also for a host to appear in RDWeb. RDH was so slow it was pain to even navigate through a mapped drive on Azure files... 

Lyooba 

I have at this moment no problems and i haven't heard that other people in my company have issues. At this momemt so far so good.  Our sessionhosts are running in West Europe.

knowlite swalra Marco Brouwer thanks for the feedback, please let us know if the experience changes over time.