Connected – Display OFF \ Packet Loss

[zzlaw123]

I have one player thathas been getting stuck and then jumps into the Connected – Display OFF black screen, When pinging the player it is losing about 25% on average of the packets. Had a monitors anywhere support guy, remote in and was told to just monitor spacedesk….
Today, All 10 players have gotten stuck in that connected- Display OFF screen about 3 times.
Spacedesk is up to date, Driver up to date, Agent up to date. Have attached a Diagnostic file

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[spacedesk Lea]

Hi @zzlaw123,
For further analysis, please send us the diagnostic logs for this issue.
– in your primary machine, open the spacedesk Driver Console window by clicking the spacedesk tray icon on your task bar’s notification area
– click the Diagnostics on the left side panel
– if Debug View is not available, please click the download button first
– switch Diagnostic Collection ON (make sure to click Yes in the User Account Control box to proceed)
– try to connect all your viewers and reproduce the Display-0ff issue
– switch Diagnostic Collection OFF
– click Save All Information button
PS: Saving all information will take a few seconds, then please send us the whole folder which contains all the diagnostic logs collected.
Please right-click the folder -> Send to -> Compressed (zipped) folder, then attach the *.zip file in your next reply.

[zzlaw123]

Every time I try and save the logs, nothing is actually getting saved. I click save all information, then it asked for the destination And a blank Text box appears, that then opens file explorer in the documents tab.

[zzlaw123]

Is this what you’re looking for?

[zzlaw123]

or this?

[zzlaw123]

or this?

[zzlaw123]

or this

Attachments:

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[spacedesk Lea]

Hi @zzlaw123,

Thanks for sending the DebugView logs, we will analyze this.
However, several diagnostic log files are missing.
Please follow the steps above on how to get the diagnostic logs via spacedesk Driver Console.
spacedesk Driver Console app generates a diagnostic folder name like “2023-01-18-XXXXX-spacedeskRuntimeDiagnostics” (which contains all necessary diagnostic log files), then this is the folder that you should compress (zipped).

[Author]

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