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Dynamics NAV 2018 via RemoteApp - frequent hangs during login resulting in blank white screen

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Posted on by LukeStanbury

We've experienced this for many years running NAV2013 via RemoteApp on a Win2012R2 host, and after rolling out NAV2018 via RemoteApp on a Win2016 host the problem has continued.

Intermittently users will run the RemoteApp shortcut on their workstation and the blue NAV splash screen will show.

This will then disappear as normal but instead of displaying the entire dashboard they are left with just an empty white NAV window.

To correct this an admin must RDP into the server, end-task the NAV RTC client for that user and logoff that users session and ask them to try again.

This bug is somewhat identical to one I found during many google searches that occured with NAV2013 and Citrix environments.

Any suggestions on a cause/resolution?

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  • LukeStanbury Profile Picture
    LukeStanbury on at
    RE: Dynamics NAV 2018 via RemoteApp - frequent hangs during login resulting in blank white screen

    @JWN lucky you!  Our users are reporting its still happening, and in some cases more frequently!

    If it happens again for you be sure to let me know

    Cheers

    Luke

  • JWN Profile Picture
    JWN 20 on at
    RE: Dynamics NAV 2018 via RemoteApp - frequent hangs during login resulting in blank white screen

    Hi,

    @LukeStanbury

    For your information.

    The solution you recommended seems to work.

    I have got report from users that said that they haven’t get any problem with hanging/freezing session after I change the application as you recommended

    Thanks.

     I hope that Microsoft now find a fix for this so that we don’t need to do this work a round.

  • JWN Profile Picture
    JWN 20 on at
    RE: Dynamics NAV 2018 via RemoteApp - frequent hangs during login resulting in blank white screen

    @ LukeStanbury

    Thanks for the tip I have done this now on the TS servers.

    I made it on both exe files

    Microsoft.Dynamics.Nav.Client.exe

    Microsoft.Dynamics.Nav.Client.x86.exe

    So, let us see what happens tomorrow when the users login again

    I will report back

  • LukeStanbury Profile Picture
    LukeStanbury on at
    RE: Dynamics NAV 2018 via RemoteApp - frequent hangs during login resulting in blank white screen

    @JWN this is a copy and paste of the advice I received in email from MS, I implemented this yesterday so it will be very interesting to see if this resolves it for you too:

    1.       Please login on the server where the Navison application is hosted.

    2.       Find the Navison RTC exe file and right click, select properties.

    3.       On the “Compatibility” tab, click “Change settings for all users”

    4.       Tick “Disable display scaling on high DPI settings” in the pop up dialog, and apply.

  • azelaya59 Profile Picture
    azelaya59 2,807 on at
    RE: Dynamics NAV 2018 via RemoteApp - frequent hangs during login resulting in blank white screen

    Continue your dialog with Microsoft

  • JWN Profile Picture
    JWN 20 on at
    RE: Dynamics NAV 2018 via RemoteApp - frequent hangs during login resulting in blank white screen

    Hi

    The 2016 Environment is still in teststage but we have set upp the hole environment 4 TS server with

    4 CPU 12GB RAM 100GBdisk each.

    And for now, we only have a small amount of user 12 in this TS cluster

    In the 2012 R2 TS cluster we have the same configuration and same NAV client but it is 20-25 users on each server with no problems.

    The client bandwidth is 100/100 Mbit to the TS server.

    There seams to be a problem med the RDS client because we have a test user. That only had problem with the white screens. But now when she got a new Surface pro with Win 10 and all the latest fixes, she got the problem with that popup screens can be hanging in NAV and after about 2 ours the popup screen release and close. So, it looks like that the application take very long time to finish. A job that did take 10 sec. know seams to take 2 ours but that is not true because if you kill the session after 2 min. and you look in the database everything is done and booked as it should.

    So, the problem is that there is some timeout before the popup windows close.

    It a combination NAV 2018 Client on a TS server with 2016 and WIN 10 client OS.

  • LukeStanbury Profile Picture
    LukeStanbury on at
    RE: Dynamics NAV 2018 via RemoteApp - frequent hangs during login resulting in blank white screen

    Problem solved?

    I'm not experiencing a connectivity issue, connectivity is perfect.  Where did you come up with that idea?

    My bandwidth isn't restricted, I reconfirmed that utilisation was already low.  How will further increasing resources when they're already underutilised be of benefit?

    Should I relocate the server from a 42U to a 45U rack?

  • azelaya59 Profile Picture
    azelaya59 2,807 on at
    RE: Dynamics NAV 2018 via RemoteApp - frequent hangs during login resulting in blank white screen

    This is precisely the course of action I have taken in the past with previous clients. I have also discussed increasing the resources on the Remote App server itself. Problem solved. If you are experiencing a connectivity issue or your bandwidth is restricted, these symptoms were not elaborated above.

  • LukeStanbury Profile Picture
    LukeStanbury on at
    RE: Dynamics NAV 2018 via RemoteApp - frequent hangs during login resulting in blank white screen

    I'm sorry but this is horrible advice, and bothered me enough to respond.

    "You need to restart the Remote App server" - Based on your profile you appear to be an experienced professional, so when was "have you tried turning it off and on again" ever an acceptable or permanent solution?  If this WAS the fix then guess what, its going to come back again.

    "Think about increasing the resources on that server" - I'll preface this by stating CPU, RAM, Network and Disk are all under 10% utilised.  Because I didn't state this in the original post so I can understand resource contention coming to mind, but if we consider the fact that the simple logout and log back in of the user resolves the problem would suggest resources aren't the issue.

    The behaviour is clearly related to an intermittent fault with rendering over a TS session, and for the benefit of future travellers here I'll save you the time and effort of disabling RemoteFX via GPO as a test (suggested to me by Microsoft staff) as this also isn't the fix.

    Coincedently less than 24 hours ago Microsoft staff have offered another suggested fix - to  'Disable display scaling on high DPI settings' via the properties dialog of the RTC exe.  If this is the holy grail of fixes then I should know within 2 weeks.

    "You need to restart the server".....please.

  • azelaya59 Profile Picture
    azelaya59 2,807 on at
    RE: Dynamics NAV 2018 via RemoteApp - frequent hangs during login resulting in blank white screen

    You need to restart the Remote App server. Then think about increasing the resources on that server.

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