Remote Desktop Issues

Issue: A user is experiencing remote desktop protocol (RDP) issues such as:

  • Intermittent connection 
  • Unable to connect
    • Often prompts the Protocol Error (code 0x 112f)
  • Black screens
  • Distorted display

Environment: Remote Desktop

Resolution: The procedures below successfully address a wide variety of remote desktop issues. Complete each procedure before requesting diagnostics. Have a member of your IT team:

If the remote desktop has issues after completing all procedures below, Contact support for further assistance.

Clearing the RDP Bitmap Cache

*Note: All remote desktop sessions must be shut down before clearing the RDP bitmap cache.

In your File Explorer, Go to C:\Users\<username>\AppData\Local\Microsoft\Terminal Server Client\Cache and Delete all file contents.

Disabling the RDP Bitmap Cache

After clearing the RDP bitmap cache you can disable the cache to prevent future issues.

On your desktop computer:

  1. Run mstsc.exe
Click image to enlarge
Windows Desktop; shows the search bar with mstsc.exe and the location of the Remote Desktop Connection.
Image 1: Remote Desktop Connection

In the Remote Desktop Connection window:

  1. Click Show Options
Click image to enlarge
Remote Desktop Connection window; shows the location of the Show Options button.
Image 2: Shop Options Button
  1. Click the Experience Tab
Click image to enlarge
Remote Desktop Connection window; shows the location of the Experience tab.
Image 3: Experience Tab

In the Experience tab

  1. Uncheck Persistent bitmap caching
Click image to enlarge
Remote Desktop Connection window, Experience tab; shows the location of the Persistent bitmap caching checkbox.
Image 4: Persistent Bitmap Caching Checkbox
  1. Click the General tab

In the General tab:

  1. Click Save
Click image to enlarge
Remote Desktop Connection window, General tab; shows the location of the Save button.
Image 5: Save Connection Settings

Disabling UDP for the RDP Client

Windows Home with regedit.exe

In your File Explorer:

  1. Go to HKLM\SOFTWARE\Policies\Microsoft\Windows NT\Terminal Services\Client\
  2. Create dword fClientDiableUDP
  3. Assign a value of 1

Windows Pro with gpedit.msc

Computer Configuration > Administrative Templates > Windows Components > Remote Desktop Services > Remote Desktop Connection Client

In Remote Desktop Connection Client, Enable the Turn Off UDP On Client option.

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