Help! Black Screen – Not working

[wayniec]

Hi

I’ve been using spacedesk for weeks and it’s been great. so useful. today it’s connecting but all I’m getting is a black screen. I’ve read through all the posts I can, and I’ve updated the drivers on the windows machine.

I’m using an ipad and it’s on the latest version. I’m un and reinstalled both apps, power cycled everything including the router. Nothing works.

After around 2 minutes I get disconnected and error code 2-5-6, this suggests a display driver issue, but they’re all up to date.

Any suggestions please and thank you!

[spacedesk Lea]

Hi @wayniec,
For further analysis, could you please send us the diagnostic logs for this issue?
– open the spacedesk Console window app 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
– try to connect your viewer app and reproduce the black screen + disconnected error code 2-5-6
– 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.

[wayniec]

Thanks for getting back to me

I’ve following the instructions but it doesn’t seem to work. When I click on the “Save all” button I get an empty error pop up with an OK button. When I look in the folder where it saves the data, it’s empty.

Attachments:

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[spacedesk Lea]

Hi @wayniec,

Could you please go to C:\Windows\system32 folder, then find the spacedeskConsole.exe and right-click run as Administrator, then try again the steps above.

If it’s still empty, please try to copy the spacedeskConsole.exe to other location (e.g. on Desktop) then run it as administrator from there.

[wayniec]

Hi

I’ve tried all of those and it’s still not saving anything. The only thing it does it populate the diagnostic box below the buttons. I’ve tried multiple locations, desktop, my documents and it makes no difference.

This was the data in the box
spacedesk DRIVERS
————————-
Device Name : spacedesk Graphics Adapter
Version: 1.1.363.160
Device ID : SWD\{1BAAD4AC-CD9D-4207-B4FF-C4F160604B13}\0000
Status : OK
Error Code : 0
PNPClass : Display
Service : WUDFRd
HardwareID[0] : VID_DATRONICSOFT_PID_SPACEDESK_VIRTUAL_DISPLAY_0003

Device Name : spacedesk virtual Bus
Version: 1.0.363.32
Device ID : ROOT\SPACEDESK_VIRTUAL_BUS\0000
Status : OK
Error Code : 0
PNPClass : System
Service : spacedeskDriverBus
HardwareID[0] : Root\VID_DATRONICSOFT_PID_SPACEDESK_VIRTUAL_BUS_0001

[spacedesk Lea]

Hi @wayniec,

I see. Thanks for the feedback.
Please try these steps for now:
– 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 your viewer app and reproduce the black screen + disconnected error code 2-5-6
– switch Diagnostic Collection OFF

Then go to C:\Users\Public\Public Downloads and send us the Debugview.log and all spacedesk files in C:\Users\Public.
And also send us the dxdiag.txt file by running the dxdiag.exe then click “Save All Information”.

• This reply was modified 2 years, 8 months ago by spacedesk Lea.

[wayniec]

Here is the log file

[wayniec]

Here are all the public files

[wayniec]

and the last file you asked for

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[spacedesk Lea]

Hi @wayniec,
Thanks for the files. However, we can only get the dxdiag.txt file.
Please save all the files in one folder, then right-click the folder -> Send to -> Compressed (zipped) folder, then attach the *.zip file in your next reply.

[wayniec]

Here you go

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[spacedesk Lea]

Hi @wayniec,
Thanks for sending the files.

Could you please quickly try the most recent spacedesk Driver v1.0.40 on our website https://forum.spacedesk.net.
If you still have the same issue, could you please go to C:\ProgramData\Microsoft\WDF, then send us the last 3-4 WudfHost_ext__xxx.dmp files.

Note: ProgramData folder is hidden by default, if you cannot find it in C:\ directory, just click the View tab in the File explorer, then check the “Hidden items” check box.

Please save all the files in one folder again, then right-click the folder -> Send to -> Compressed (zipped) folder, then attach the *.zip file in your next reply.

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