Forum Forums spacedesk Discussions Black Screen with Connected – Display Off 2

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  • #12594
    jjjjj
    Participant

    I have the same problem, here is my log file

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    #12596
    jjjjj
    Participant

    The Device Manager in Win10 ->Display Adapter ->Spacedesk Graphics Adapter prompts that Windows cannot load the drivers required for this device, resulting in abnormal operation of this device. (Code 31)

    #12599
    spacedesk Lea
    Keymaster

    Hi @jjjjj,

    Thanks for sending the diagnostic logs.
    Could you please quickly try the steps below:
    on spacedesk Driver Console,
    – go to CONTROL page, click “Clear Windows Display Settings: button
    – switch OFF Videowall
    – switch OFF -> ON the spacedesk Driver on top
    Then try again to connect.

    By the way, we moved your post in a separate topic avoid confusion with other user’s topic.

    #12600
    jjjjj
    Participant

    ok,here is new log

    • This reply was modified 11 months ago by jjjjj.
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    #12606
    spacedesk Lea
    Keymaster

    Hi @jjjjj,

    Thanks for sending a new diagnostic logs.
    So the suggestion above did not help, right?

    Is this the first time you try spacedesk?

    Have you tried the steps below on how to properly get the complete diagnostic logs?
    if not yet, please follow the steps below:
    – go to spacedesk Driver Console -> Diagnostics and make sure DebugView is available
    – switch Diagnostic Collection ON (make sure to click Yes in the User Account Control box to proceed)
    – try to connect your viewer app and reproduce the issue
    – switch Diagnostic Collection OFF
    – click Save All Information button (if dialog box appears, just click No to proceed)
    Then send us again the updated logs.

    #12613
    jjjjj
    Participant

    yes, is my first time try it.
    the new log is here

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    #12615
    spacedesk Lea
    Keymaster

    Hi @jjjjj,

    Thanks for sending a new diagnostic logs.

    Could you please try the following:
    – Uninstall the spacedesk Driver via MSI -> Remove or Windows Control Panel
    – Download Microsoft Troubleshooter here: https://support.microsoft.com/en-us/help/17588/fix-problems-that-block-programs-from-being-installed-or-removed.
    — Run the “MicrosoftProgram_Install_and_Uninstall.meta.diagcab”, select Uninstalling.
    — If “spacedesk Windows DRIVER” is not on the program list, just select “Not Listed” then paste the product code of the spacedesk Driver here: {8CC439D9-62A0-40F1-AD10-69C0212A3A6F}

    After the steps above, please reboot your primary machine, then try again to install the latest spacedesk v1065 msi installer and check if the problem still persist.

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