Contact us whenever you need to
Nothing on this page is a step you must finish before you reach out. If something isn't right, open a ticket at any time. The tools below are there for a quick answer when you want one, and to make our first reply faster when you attach their results.
The fastest route to a resolution: run Post-Setup Validation, glance at Atlas Health, export diagnostics, then open a ticket with the bundle attached. Each step takes a minute or two.
Post-Setup Validation
Open Administration → Platform → Post-Setup Validation and click Run validation. Atlas checks each service your deployment depends on:
- Azure connectivity: Atlas can sign in to Azure and reach your subscription.
- Graph API permissions: Atlas can call Microsoft Graph, which needs admin consent.
- Key Vault access: the deployment can read and write its secrets in Key Vault.
- Host pool reachability: your host pools respond in Azure.
- Email delivery: outbound email is configured. Use Send test email on this check to send a real message to your own address.
- Integration connectivity: any external integrations you have connected respond.
Read the validation results
The summary ring shows how many checks passed, failed or were skipped, under a headline of All checks passed, Some checks need attention or Validation failed. A check is skipped when there is nothing to test yet, for example No host pools provisioned yet.
Use the All, Success, Failed and Skipped filters to focus the list, and View details to read what each check found. A failed check has a Fix this link that opens the page where you put it right, such as the setup step for Azure credentials or Email Settings.
From More actions, choose Copy results to paste a plain-text summary into a ticket or email, or Download report (JSON) to save the full results as a file.
Activation Diagnostics
If Atlas AVD shows Activate this deployment, or your plan doesn't appear, open Administration → Platform → License Overview and select the Activation Diagnostics tab. The Activation Checklist confirms that your Atlas subscription ID and registration token are configured, that the token is valid, that your subscription is recognised by Atlas, and that the deployment is registered. Every warning comes with the fix.
Connection Details shows the deployment's registration status, and Resolved License Tier shows the plan Atlas is currently applying and why.
- Fix any warnings in the checklist. In most cases the deployment retrieves its credentials automatically, and the page says Automatic token retrieval in progress while it does.
- If a value is missing, enter it under Force Register and click Force Register. A confirmation dialog explains what will happen; click Confirm Force Register to go ahead.
- If you are registering a different subscription ID from the one already on file, the dialog asks you to type the last 8 characters of the new ID. This guards against connecting the deployment to the wrong subscription by mistake.
Once a deployment is registered, its subscription ID can't be changed without help from Atlas support. Check the ID against your setup page before you confirm.
Atlas Health
Open Monitoring → Atlas Health for a live view of your Azure Virtual Desktop environment. You need the pool management or audit view permission to see it. The page has three tabs:
- Atlas Health: the Environment Health Score, Host Pool Status (click a host pool for its factor-by-factor score), Active Alerts, FSLogix Health and Recent Scaling Events. Run Health Scan collects fresh metrics from every session host in the selected tenant.
- SLA & Uptime: the current status of each component, recent incidents, and your monthly SLA reports.
- Performance: response times and caching inside Atlas itself. This tab is visible to administrators only.
System Health
Open Administration → Platform → System Health to review notifications and the Service Health tab, which lists Azure service incidents and advisories that affect your subscription.
If Atlas has run into unexpected errors, Restart App Service stops and starts the app. Users lose connection briefly while it comes back, and the page reloads by itself once it is healthy. You are asked to type RESTART to confirm. The button appears only for roles with the restart permission (system.restart.execute).
Export diagnostics
Open Administration → Support and click Export Diagnostics. Only administrators can export diagnostics; if you don't see it, ask an administrator to export the bundle for you. Choose what to include: Deployment Logs, Environment Configuration, Host Pool State, VM Inventory, FSLogix Status, Recent Errors and App Settings. Pick a Time Range of Last 1 hour, Last 24 hours or Last 7 days to cover when the problem started, then click Generate Export and Download File.
You get a ZIP file. Sensitive values are redacted automatically before the bundle is built: host pool passwords are left out, values that look like credentials are replaced with [REDACTED], user email addresses are masked, and App Settings are always redacted.
Text you typed yourself, such as a host pool description, is kept as written. If you ever put private details or a credential in a free-text field, open the ZIP and review it before you share it. Diagnostics Redaction lists exactly what is removed and how to review a bundle.
Open a ticket
- On the same Support page, under My Tickets, click New ticket.
- Enter a Subject, Category, Priority and a Description of what happened, what you expected and anything you have already tried.
- Under Attachments, add the diagnostics ZIP, and paste your Post-Setup Validation results into the description if any checks failed.
- Click Submit ticket. Atlas attaches your tenant, subscription, Atlas version and browser details automatically, so you don't need to look them up. Passwords, tokens and secrets are never collected.
Follow replies under My Tickets. A ticket shows Waiting on You when we have asked you something, and Waiting on Atlas while we work on it. You can also email support@atlasavd.com.