500 error when you try to access a Remote Desktop Web Access portal on a Windows Server 2008 R2 SP1-based computer

Applies to: Windows Server 2008 R2 Service Pack 1Windows Server 2008 R2 DatacenterWindows Server 2008 R2 Enterprise More

Symptoms


Consider the following scenario:
  • You build a Remote Desktop Web Access portal on one or more Windows Server 2008 R2 Service Pack 1 (SP1)-based computers.
  • You log on the Remote Desktop Web Access portal.
  • You use a Remote Desktop application or desktop.
  • You restart one of the Remote Desktop session hosts that hosts the Remote Desktop applications or desktops.
  • After 2 or 3 hours, you try to access the Remote Desktop Web Access portal again.
In this scenario, error code 500 is generated. Additionally, you receive the following error message:

An application error occurred on the server. The current custom error settings for this application prevent the details of the application error from being viewed remotely (for security reasons). It could, however, be viewed by browsers running on the local server machine.

Also, the following event is logged in the Windows Event Log on the Remote Desktop Web Access server:

Cause


This issue occurs because an exception is not handled correctly.

Resolution


Hotfix information

A supported hotfix is available from Microsoft. However, this hotfix is intended to correct only the problem that is described in this article. Apply this hotfix only to systems that are experiencing the problem described in this article. This hotfix might receive additional testing. Therefore, if you are not severely affected by this problem, we recommend that you wait for the next software update that contains this hotfix.

If the hotfix is available for download, there is a "Hotfix Download Available" section at the top of this Knowledge Base article. If this section does not appear, contact Microsoft Customer Service and Support to obtain the hotfix.

Note If additional issues occur or if any troubleshooting is required, you might have to create a separate service request. The usual support costs will apply to additional support questions and issues that do not qualify for this specific hotfix. For a complete list of Microsoft Customer Service and Support telephone numbers or to create a separate service request, visit the following Microsoft website: Note The "Hotfix Download Available" form displays the languages for which the hotfix is available. If you do not see your language, it is because a hotfix is not available for that language.

Prerequisites

To apply this hotfix, you must be running Windows Server 2008 R2 Service Pack 1 (SP1). For more information about how to obtain a Windows 7 or Windows Server 2008 R2 service pack, click the following article number to view the article in the Microsoft Knowledge Base:
976932 Information about Service Pack 1 for Windows 7 and for Windows Server 2008 R2

Registry information

To apply this hotfix, you do not have to make any changes to the registry.

Restart requirement

You must restart the computer after you apply this hotfix.

Hotfix replacement information

This hotfix does not replace a previously released hotfix.

Status


Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.

More Information


For more information about software update terminology, click the following article number to view the article in the Microsoft Knowledge Base:

824684 Description of the standard terminology that is used to describe Microsoft software updates

Additional file information

Additional file information for Windows Server 2008 R2

Additional files for all supported x64-based versions of Windows 7 and of Windows Server 2008 R2
File propertyValue
File nameAmd64_be4b228327b856c836ce7cc92d73b89f_31bf3856ad364e35_6.1.7601.22435_none_ff20e8a76dfcc4f9.manifest
File versionNot applicable
File size689
Date (UTC)28-Aug-2013
Time (UTC)13:31
PlatformNot applicable
File nameAmd64_df6ae7668616ec7772595c31dee8d764_31bf3856ad364e35_6.1.7601.22435_none_1787aeea678efa24.manifest
File versionNot applicable
File size689
Date (UTC)28-Aug-2013
Time (UTC)13:31
PlatformNot applicable
File nameAmd64_tsportalwebfeed_31bf3856ad364e35_6.1.7601.22435_none_957465221de7d715.manifest
File versionNot applicable
File size8,181
Date (UTC)28-Aug-2013
Time (UTC)02:56
PlatformNot applicable
File nameAmd64_tsportalwebpart_31bf3856ad364e35_6.1.7601.22435_none_9330da3e1f67c5f0.manifest
File versionNot applicable
File size38,181
Date (UTC)28-Aug-2013
Time (UTC)13:31
PlatformNot applicable