Access document which locks up computer unable to exit document

Receive document on Email save to file. Open file to print. Computer locked up, Unable to edit using mouse or Keyboard
Only able to remove from screen by restart computer.Did send in a requested fault report days ago but no reply.

Experiencing this almost every day for some users. 
It seems the "RemoteApp Shell" will consumer CPU resources under a Disconnected session and doesn't automatically kill the session, even a process kill doesnt work and requires a full power off server. Surprise this isnt resolved yet.  
Micatio Software Free IIS Azure Web Log App

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