Frequently Asked Questions

Within the “Remote Desktop” application, you may see a prompt stating, “Update to the latest version of Remote Desktop.” Feel free to click on that prompt to seamlessly update the application. This will provide the latest and greatest changes from Microsoft. If you are not using AVD, the prompt to update will appear as a pop up in the Notification Area.

Note: The application will not update if you have an open session. Before attempting to update, please close all active sessions.

No elevated privileges should be needed to install or update. If you experience issues, please contact Enterprise Service Desk (ESD) using one of the following options:

• Agent Live Chat: Click the “Chat with us now” button in the lower right corner of the yourIT Service portal to launch Abel the Chatbot and type “chat with agent”
• Self-Service: Create Incident
• Phone: 855-673-4357
• TTY (hearing-impaired only): 844-224-6186

• When a session is idle or inactive (no keyboard/mouse movement), after 15 minutes the desktop will disconnect.
• If your session remains disconnected for two (2) hours, your session will be completely logged out. This means that any open applications will be closed, and unsaved work may be lost.

*While there is no maximum session time limit, for the best experience it is recommended that users log off when done with their session rather than just disconnecting.

Azure Virtual Desktop should be used for remote access when not connected to the VA network (either physically or connected via VPN).

Government furnished equipment (GFE) machines should routinely connect to the VA network (at least weekly) to receive patches and required scans either at a VA facility or by connecting using RESCUE VPN or VA Virtual Office (VAVO).

• By default, the desktop offerings will display in full-screen to your primary monitor. The default mode of AVD desktop is full-screen. This is the recommended mode.
• After you have successfully logged in and can see the desktop, click the “Restore Down” icon on the title bar. Once the window is reduced from full-screen, you can adjust the size and the window contents will dynamically scale accordingly.
• To re-enable full screen, click the “Maximize” button or double-click the title bar.
• To change start up mode to windowed mode from full-screen, enter the commands found in FAQ: Can I have the AVD not start in full-screen mode?
• Depending on full-screen or Windowed mode, different shortcut keys will need to be used.

NOTE: Please refer to the Microsoft document for more information.  For example, Hot Keys only work in full-screen mode and use the CTRL+ALT+DELETE to end a session, while windowed mode uses CTRL+ALT+END.

To change which monitor the remote desktop launches on, users may need to either:

• Switch to windowed mode and move the window to the other monitor and then go back into full-screen (this monitor choice is remembered for subsequent connections) or
• Before launching the desktop, RIGHT click on desktop and select settings, turn off default settings, and choose ‘select displays’ in drop down and then select the desired monitor

Certain features are currently unavailable within MS Teams on AVD. Visit the Microsoft page for a list of limitations.

NOTE: Using speakers instead of a headset can cause an echo in audio calls. To avoid this issue, users should use headsets with a microphone OR be aware of volume level on speakers and proximity to the microphone.

The process for users to request additional software is currently under development. Please check back here for updates.

Yes! Before using multiple monitors, you must be in full-screen mode.

1. Right click the Workspace from the Remote Desktop App and select ‘Settings.’
2. Toggle off ‘Use Default Settings’
3. Choose the displays you want to use

Yes! Before loading the Workspace:

1. Right click the Workspace from the Remote Desktop App and click ‘Settings’
2. Toggle off ‘Use Default Settings’
3. Select ‘Single Display’
4. Toggle off the ‘Start in Full Screen’ Option

If you are unable to see your network drive(s) while connected in the AVD desktop, follow the steps below to manually map your network drives.

Most drives are automatically mapped by Active Directory attributes, login script, group policy (GPO), manual mappings, or a combination of them. Depending on how certain drive mappings are done, they may not carry through to a user’s AVD profile. This process should only need to be done once per user, unless drive path/locations change.

Follow the steps below to manually map network drives:

• Open Windows File Explorer
• Click This PC
• Click Computer
• Click Map Network Drive in the top menu bar
• Choose a drive letter not already in use from the drop-down
• Enter the full network path of the drive being mapped. If you don’t know or are unable to locate the path for the network drive you are trying to map, contact your Supervisor or Local IT staff for assistance.NOTE: ALWAYS use fully qualified domain names in the server name.

A disconnect (clicking the ‘X’ at top righthand corner) leaves the session running and may cause users to get logged off by the active session timeout.

Logging off should be done within the Azure Virtual Desktop through any of the following methods:

1. CTRL+Alt+Delete (if not in full-screen mode, then use CTRL+Alt+End)
2. Right click on Windows Start Button, choose shutdown or Sign Out, then Sign Out.
3. Left click on Windows Start Button, click on your Account Name, then Sign Out.

The Remote Desktop client can be downloaded directly from Microsoft.

AVD uses the default audio and communication device for the AVD session. You will need to set the defaults on your endpoint computer before you connect. If you have audio routed through the wrong device, follow these steps to resolve (on your endpoint computer, not AVD):

Windows Settings

Check which microphone and speakers are set to Default Device and Default Communications Device in the Windows endpoint computer:

1. Navigate to Start > Settings (Gear Icon) > System > Sound.
2. Under Output, choose your output device, verify that your desired output device is selected.
3. Under Input, choose your input device, verify that your desired input device is selected.

• Note: If your desired device does not appear, check to see if it is plugged in and turned on.

Windows Control Panel

Check which microphone and speakers are set to Default Device and Default Communications Device in the Windows endpoint computer:

1. Navigate to the Windows Control Panel.
2. Click Hardware and Sound >**Manage audio devices**>Playback and Recording tabs.
3. Under the Playback and Recording tabs, ensure your desired device appears and is selected.

• Note: If your desired device does not appear, check to see if it is plugged in and turned on.

The Enterprise Service Desk (ESD) can provide additional remote access assistance.  You may contact the ESD using one of the options below:

• Use the yourIT Chatbot or create an incident:
  • Internal user: Connect to yourIT Service portal
  • External user: Connect to AccessVA
• Phone: 855-673-4357
• TTY (hearing-impaired only): 844-224-6186

1. From within the VA network, connect to the Remote Access Portal Self Service Portal.
2. If you are an existing remote access user, proceed to step 2.a.  If you are a new user, skip to Step 3.
   • Click on the Request Access icon
   • Select the device type(s) you will be using to remotely access the VA network. Choose either “VA-issued laptop or desktop” or “Non-VA device”.
   • Select one or more remote access methods from the options presented (AVD will be one of the options). For more information about each remote access method displayed, hover your mouse over the information (i) icon.
   • Click Submit
   • Skip to Step 4
3. New users will automatically be placed into registration.
   • Verify that your information, which was pulled from Active Directory, is correct. Add a secondary email or phone number or both if you wish (RAP emails will be sent to both the primary and secondary email addresses). Click Next .
   • Enter a justification for the account and click Next .
   • Select a State and Facility from the drop-down list and click Next.
   • Select whether the user is a Contractor or VA Employee and click Next.
   • If selecting contractor, select the Company from the drop-down list. If you do not see the company in the drop-down list, contact your COR.
   • Select a Supervisor or COR from the drop-down and click Next.
     Note: If the Supervisor or COR is not listed in the drop-down, select the Check here if supervisor/COR is not listed checkbox. Use the People Finder tool to locate the supervisor/COR.
   • Review the Summary and make changes if necessary then click Next.
   • Select the device type(s) you will be using to remotely access the VA network. Choose either “VA-issued laptop/desktop” or “Non-VA device”.
   • Select one or more remote access methods from the options presented (AVD will be one of the options). For more information about each remote access method displayed, hover your mouse over the information (i) icon.
     Note: Only Remote Access methods that have not already been enabled will display under the Primary connection method option(s) selection. (e.g., if you already have AVD remote access, you will not see AVD as a displayed option.)
   • Click Submit
   • A popup confirms your access was successfully requested.  Click OK to return to the Remote Access User Menu.
4. You may track the status of your request by clicking on the Access Request Details link from the Quick Menu. Additionally, you will receive an email when your request is approved (or denied).

VA AVD “Main’ desktops — Bring your own devices (BYOD) and government furnished equipment (GFE) — are Windows 10 and comply with the VA Windows 10 baseline for software, application, and configurations. This includes user interfaced applications such as Office365 Suite (Word, Excel, Outlook, etc.), MS Teams (VDI version), Adobe Acrobat Reader, Browsers (IE, Edge, and Chrome), and more.

NOTE: There is one exception: ActivClient (smartcard middleware). ActivClient is only installed on the GFE desktop.

In addition to the minimum required software and applications, the following are also available from the ‘MAIN’ desktops (BYOD and GFE):

• VA VISTA Connection launcher (All VA VISTAs)
• 7-Zip
• Amazon Corretto
• Azure DevOps Integration Tool for Office 2019
• Microsoft PowerBI
• Microsoft Visual Studio Code
• Notepad++
• Microsoft Snip & Sketch
• Microsoft Sticky Notes
• Git

Users with Windows-based Government Furnished Equipment can now expect to see the Remote Desktop Client installed automatically as part of the standard software installation package. If you do not have this software installed you may search for it in Software Center or contact your local IT for additional support.

From the Start Menu, launch the Remote Desktop App

On the Let’s get started screen, click Subscribe.

Insert your PIV card into the PIV reader attached to your PC.

The “Sign in” window should appear. Enter your VA email address. Click Next.

When the Authentication options window appears, select Sign in using a certificate

Choose your PIV Authentication certificate. Click OK. Enter your PIN. Click OK.

You should be greeted with the 1VA Main East and 1VA Main West desktops to connect to. These icons are for both GFE and BYOD (personal) devices. Double click either icon to launch your VA Azure Virtual Desktop Session.

Another authentication window should appear, click Sign in using a certificate

Enter your PIN and click OK

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You have now successfully logged in to AVD using your Windows device.

1. Download the 64-bit Windows Desktop client (MSRDC) application installer (this is intended for Windows 10).

2. When prompted for installation action choose “Open”, which will open and run the installer.

3. When the Remote Desktop Setup welcome screen opens, click Next to continue.

4. On the End-User License Agreement screen, mark the checkbox I accept the terms in the License Agreement, then click Next.

5. On the Installation Scope screen, accept the default selection of Install just for you, then click Install.

6. On the Completed the Remote Desktop Setup Wizard screen, click Finish to complete the installation and begin configuring the client.

7. From the Start Menu, launch the Remote Desktop App

8. On the Let’s get started screen, click Subscribe.

9. Insert your PIV card into the PIV reader attached to your PC.
10. The “Sign in” window should appear. Enter your VA email address. Click Next.

11. When the Authentication options window appears, select Sign in using a certificate

12. Choose your PIV Authentication certificate. Click OK. Enter your PIN. Click OK.

13. You should be greeted with the 1VA Main East and 1VA Main West desktops to connect to. These icons are for both GFE and BYOD (personal) devices. Double click either icon to launch your VA Azure Virtual Desktop Session.
14. Another authentication window should appear, click Sign in using a certificate

15. Enter your PIN and click OK

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You have now successfully logged in to AVD using your Windows device.

1. Using your Mac (macOS 10.10 or newer) go to App Store

2. Search for Microsoft Remote Desktop, download and install.

3. Select Not Now

4. Select Continue

5. Select Allow

6. Select Allow

7. Select Add Workspace

8. Enter AVD Workspace URL https://rdweb.wvd.microsoft.com, click Add.

9. Enter your VA.gov email address, select Next

10. Type in your PIN, select OK

11. You will now have access to all your AVD desktops and apps. Click the desktop or app you would like to access.

12. Type in your PIN and click OK

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You have successfully logged into AVD using your MacOS device.

1. Open the App Store, search for RD Client and click Get

2. Find the RD Client on your device and open it

3. Tap the + on the bottom of the screen, then tap Add Workspace

4. Type https://rdweb.wvd.microsoft.com into the search bar, click Next

5. Type in your VA.gov email address, click Next

6. You will now have access to all your AVD desktops and apps. Tap the desktop/app you would like to access

7. Select Sign in using a certificate and choose your authentication certificate

8. Select Continue

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You have successfully logged into Azure Virtual Desktop using your iOS or iPadOS device. While it is possible to use AVD on your device without peripherals, it is recommended that you connect a keyboard and mouse or trackpad to your device for a much more pleasant experience.