Windows 11 MVD Troubleshooting Guide

Step-by-Step Workflow for Swift Group Employees

Document Description

This guide provides Swift Group employees using Swift Group Windows 11 laptops (AAD joined, managed by Swift Group, supported by LTC) with a clear, structured workflow to resolve common issues related to Microsoft Virtual Desktop (MVD) access and application performance. It assists users in identifying the right support channel—Latitudes or Microsoft Support—based on the nature of the issue.

Introduction

Device and Environment Overview

Device: Windows 11 laptop (Azure Entra joined to Swift Group)
Management: Swift Group
Support: LTC (primary for device), Microsoft Support (for MVD platform)
Remote Access: Microsoft Virtual Desktop (MVD) using v dash credentials

Support Boundaries

LTC:

Handles issues with the physical laptop, device configuration, local applications, network connectivity on your device, and initial MVD access setup. Contact: support@latitudes.io

Microsoft Support:

Handles issues within the MVD environment, such as problems with virtualized applications, persistent MVD platform outages, or credential-specific issues beyond device setup. Contact: Click on the "MVD Support" shortcut on the MVD Desktop

Common Issues

1. Unable to Connect to MVD

Connection fails at the login screen, error messages about credentials or network

2. Applications Crashing Within MVD

Apps close unexpectedly or fail to launch after connecting to MVD

3. Performance Issues

Slow, unresponsive apps within the MVD environment

4. Data Transfer Issues

Problems transferring data and configuration to the MVD

Troubleshooting Workflow

Follow the interactive flowchart below. Each decision point will guide you to the appropriate next step or support contact. Step 1: Can you log in to your Windows 11 laptop and access the internet? YES NO Step 2: Can you reach the MVD login page? Contact Latitudes (Device/connectivity) YES NO Step 3: Can you log in with your v dash credentials? Contact Latitudes (MVD config issue) YES NO Step 4: App crashes or performance issues in MVD? Are your credentials being rejected at the MVD login prompt? YES NO YES NO Contact Microsoft (MVD platform issue) Contact Microsoft (Credential issue) Contact Latitudes (Config issue) Step 5: Issues with apps on physical laptop? YES NO Contact Latitudes (Device/app issue) Step 6: Are you having an issue with Multi-monitors or are you missing SG data from your MVD? YES NO Contact Latitudes (Setup issue) Step 7: Missing apps in MVD (e.g., Adobe)? YES NO Contact Microsoft (App installation) Step 8: Issue not mentioned in workflow? YES NO Contact Latitudes (General support) Issue Resolved

Appendix

Definitions

AAD (Azure Active Directory) Microsoft's cloud-based identity and access management service, used to manage users and devices. MVD (Microsoft Virtual Desktop) A cloud-based desktop and app virtualization service that allows users to access a remote Windows environment. v dash credentials Username format for contract Microsoft employees (e.g., v-username), used for authentication to Microsoft platforms.

Additional Resources

Contacting Latitudes:

IT support tickets can be raised using: support@latitudes.io

Microsoft Support Portal:

For MVD platform status and ticket submission, follow the "MVD support" link on the MVD desktop

Swift Group IT Announcements:

Check for known outages or updates

Document Control

For updates or corrections to this document, contact the Swift Group IT Documentation Team.