Send Ctrl+Alt+Del Function in AWS Client App Not Doing Anything

Hello,

I am looking to find out if anyone else has encountered a two-phase problem regarding the menu option "Send Ctrl+Alt+Del" within the AWS client app window. Seemingly I am running into this problem randomly where user's authenticate with their name, PW and MFA code, then it bring them right to the lock screen rather than pull them into the virtual desktop area.

I am able to get around this by using a third-party remote support tool that has a function to send CAD to the VM. When this is done, the user will get the screen that says "Other User" and need to enter their domain username and PW. This will get them in. From there, if they go back to the AWS client app menu option for sending CAD to the OS, nothing occurs, but they can lock their session via the Windows 10 Start Menu just fine. If doing that or letting the OS sit idle and lock automatically, the AWS menu option to unlock does nothing. Not even an error is thrown. When using the menu option to send the command, not even the screen with the selection choices of Lock, Sign Out, Change Password, Task Manager will appear once the user is actively in the OS.

Some items noticed that seem to be present are device driver issues for mouse and keyboard objects oddly enough. When corrected, the unlock problem goes away. Other times this dev mgr situation is not present. In those cases, a fix involving adding a registry key called SoftwareSASGeneration with a hex value of 1 or 3 will work. This was a suggestion by Amazon but is not always the case.

Even though I see some Event Viewer warnings or Errors, nothing seems to be jumping out as related to this. I could me missing something there though.