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Basic troubleshooting for Windows App

This article provides troubleshooting steps to try first for issues you might encounter when using Windows App to connect to remote devices and apps.

Password changes

Windows App uses your existing account, it doesn't manage accounts, To change your password, follow the process for your administrator has provided. If you're having trouble signing in, contact your administrator.

No resources available

After you've signed in, if you receive the message It appears that your system administrator has not yet configured any resources for <username>. Please choose another account or try again. If you believe you have received this message in error, please contact your system administrator, it means that your administrator hasn't configured any resources for you to access. Contact your administrator for more information.

Basic connection troubleshooting

If you're having trouble connecting to your remote device or seeing a list of your devices and apps from Azure Virtual Desktop, Windows 365, Microsoft Dev Box, or Remote Desktop Services:

  1. Make sure you're connected to the internet.

  2. Make sure you're using the latest version of Windows App. You can find the latest version in What's new in Windows App.

  3. Try to connect to your devices and apps using Windows App in a web browser. To learn more, see Get started with Windows App.

  4. For Windows 365 and Microsoft Dev Box, you can use the Inspect connection action for a Cloud PC or Troubleshoot & repair for dev box, as explained in Device actions. This action checks for several potential issues and can automatically fix some issues or provide guidance on how to fix them.

  5. For Azure Virtual Desktop, check the estimated connection round trip time (RTT) from your current location to the Azure Virtual Desktop service. For more information, go to the Azure Virtual Desktop Experience Estimator.

If the connection fails frequently or you notice performance issues, contact your administrator.

Reset and repair Windows App

If you can't open Windows App or doesn't seem to be working correctly, you can try to reset or repair it:

  1. On Windows, follow the steps to Repair apps and programs in Windows, then try to use Windows App again.

  2. On macOS, follow the steps to Uninstall apps on your Mac.

  3. On iOS/iPadOS, remove it from your device, then install it again. For more information on removing apps, see Remove apps from iPad or Remove apps from iPhone.

If Windows App still doesn't seem to be working correctly, contact your administrator.

Unable to install or connect using a Windows 10 Enterprise LTSC 2019 client

If you do not have the Microsoft Store enabled on your client machine, it may be necessary to perform the following steps via PowerShell to install Windows App successfully.

  1. On a separate machine first download the Windows App Package from the Microsoft Store using WinGet, copy these to your target client machine

      winget download --id 9N1F85V9T8BN

  2. On the client machine open a PowerShell terminal, navigating to the Dependencies folder within.

  3. You will need to install the matching architectures of the following VCLibs packages using your machines architecture. For example, if running x64 edition select the equivalent versions of the following files.

    • Microsoft.VCLibs.140.00_14_0.33519.0_Universal_X64.appx
    • Microsoft.VCLibs.140.00.UWPDesktop_14.0.33728.0_Universal_X64.appx
      Add-AppxPackage .\Microsoft.VCLibs.140.00_14_0.33519.0_Universal_X64.appx
  Add-AppxPackage .\Microsoft.VCLibs.140.00.UWPDesktop_14.0.33728.0_Universal_X64.appx

  4. You can now install the Windows App package, located in the root folder of the downloaded files, again choose the version matching your machines architecture and the version of Windows App downloaded.

      Add-AppxPackage .\MicrosoftCorporationII.Windows365_2.0.704.0_Desktop_X64.msix

You may also encounter the following issues when opening Windows App.

  • Windows App may crash to desktop, a corresponding error with c:\Windows\System32\urlmon.dll may be seen in the Event Viewer. If this occurs, install the latest Windows Updates before launching Windows App again.

Provide feedback for Windows App

If you want to provide feedback for Windows App, such as to report an issue or request a feature, select a tab for the platform you're using and follow the steps.

To provide feedback for Windows App for Windows:

  1. Open Windows App.

  2. Select Feedback, which opens the Feedback Hub app where you can provide feedback. For more information on using the Feedback Hub, see Send feedback to Microsoft with the Feedback Hub app.

Related content

Learn about the Known issues and limitations of Windows App.