Ensora Health experienced a major incident on January 14, 2026 affecting eCR AVD Environment, lasting 9d 1h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Jan 14, 2026, 03:09 PM UTC
We are currently investigating this issue. Users get an error when trying to connect to our AVD server. We have found that Uninstalling Windows January 2026 Security Update (KB5074109) resolved the issue. Users were then able to login. If affected can you have your IT check if these updates were installed on the machines affected and uninstall? After installing the January2026 Windows security update (KB5074109) caused credential prompt failures during Remote Desktop connections using the Windows app on Windows client devices, impacting Azure Virtual Desktop and Windows 365. The issue affects Windows App on specific Windows builds, causing sign-in failures. Investigation and debugging are ongoing, with coordination between Azure Virtual Desktop and Windows Update teams. January 13, 2026—KB5074109 (OS Builds 26200.7623 and 26100.7623) - Microsoft Support If you are impacted, please use one of the following connection options as a workaround: Use the Remote Desktop client for Windows to connect to Azure Virtual Desktop here (/previous-versions/remote-desktop-client/whats-new-windows?tabs=windows-msrdc-msi) Connect using the Windows App Web Client at windows.cloud.microsoft
- identified Jan 23, 2026, 04:26 PM UTC
The previous Microsoft issue that was affecting Windows APP RDP has been updated see below. This is a message from Microsoft in regard to resolving their issue with RDP. To address this issue, an out-of-band (OOB) update was released 17 January 2026. For more information and installation instructions, refer to the public documentation on the public Windows Message center: https://learn.microsoft.com/windows/release-health/windows-message-center#3763. For enterprise-managed devices that applied the Group Policy mitigation communicated earlier, after installing the OOB release no further action is required. Our team will be completing an internal retrospective to understand the incident in more detail. Once that is completed, generally within 14 days, we will publish a Post Incident Review (PIR) to all impacted customers. What happened? Between 00:11 UTC and 11:58 UTC on 14 January 2026, customers using Azure Virtual Desktop and Windows 365 experienced intermittent authentication failures, connection drops, and repeated retry prompts when launching or reconnecting to their virtual desktop sessions through the Windows App. What do we know so far? After installing the January 2026 Windows security update (KB5074109), users experienced credential prompt failures during Remote Desktop connections using the Windows app on Windows client devices, impacting Azure Virtual Desktop and Windows 365. The issue affected Windows App on specific Windows builds, causing sign-in failures. For more information, refer to: https://learn.microsoft.com/en-us/windows/release-health/status-windows-11-25h2#3760msgdesc. No customer configuration, deployment choice, or client‑side network routing contributed to this behavior. How did we respond? 00:11 UTC on 14 January 2026 - Customer impact began. 01:00 UTC on 14 January 2026 - The issue was detected through customer reports and internal service monitoring, which showed an increase in failed connection attempts in the region. 01:37 UTC on 14 January 2026 - Contributing service condition was identified as the source of the connection failures. 01:53 UTC on 14 January 2026 - Mitigation workstream was started to stabilize the affected platform components. We applied targeted adjustments to the connection handling path, cleared stalled session attempts, and restored healthy routing to session hosts. 11:50 UTC on 14 January 2026 - As a temporary mitigation, we published workaround guidance on Known Issue Rollback (KIR) instructions for customers to mitigate authentication errors and connection failures on their end. 22:00 UTC on 17 January 2026 - As a permanent fix, we released an out-of-band (OOB) update to address this issue and communicated this to all impacted customers. Affected platforms: - Client: Windows 11, version 25H2; Windows 11, version 24H2; Windows 11, version 23H2; Windows 10, version 22H2; Windows 10, version 1607 - Server: Server 2025, Server 2022, Server 1809 What happens next? Our team will be completing an internal retrospective to understand the incident in more detail. Once that is completed, generally within 14 days, we will publish a Post Incident Review (PIR) to all impacted customers. To get notified if a PIR is published, and/or to stay informed about future Azure service issues, make sure that you configure and maintain Azure Service Health alerts – these can trigger emails, SMS, push notifications, webhooks, and more: https://aka.ms/ash-alerts For more information on Post Incident Reviews, refer to https://aka.ms/AzurePIRs The impact times above represent the full incident duration, so are not specific to any individual customer. Actual impact to service availability may vary between customers and resources – for guidance on implementing monitoring to understand granular impact: https://aka.ms/AzPIR/Monitoring Finally, for broader guidance on preparing for cloud incidents, refer to https://aka.ms/incidentreadiness
- resolved Jan 23, 2026, 04:27 PM UTC
This incident has been resolved.