[spacedesk Lea]

Hi @rageven,
I see..
Is “Keep Monitor Active” enabled in the spacedesk Windows 7 Viewer -> Settings?
Is “Auto-reconnect” enabled in the spacedesk Windows 7 Viewer -> Settings -> Automatic Connect..?

If both are disabled, please enable it and check again if you still get the same behavior in your laptop.

• This reply was modified 2 years, 1 month ago by spacedesk Lea.
• This reply was modified 2 years, 1 month ago by spacedesk Lea.

[spacedesk Lea]

Hi @wlioi,

What is your secondary machine? Android/iOS/Windows?
Could you please send us the diagnostic logs for this issue?
– open the spacedesk Console window app (in your primary machine) 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 your viewer app and reproduce the issue (touch track jumps to the edge of the screen)
– 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.

• This reply was modified 2 years, 1 month ago by spacedesk Lea.

[spacedesk Lea]

Hi @plaurits,
Thanks for the feedback.
So far we are trying to reproduce it on our side but it’s not yet reproducible.

Can you please try to update your NVIDIA GeForce GT 710 Graphics driver from their official website
https://www.nvidia.com/download/driverResults.aspx/191970/en-us/

If updating the Nvidia driver did not help, can you please send us a short video of this not responding window issue?

[spacedesk Lea]

Hi @t1123578579gmail-com,
Did it help? Can you install now the spacedesk installer?
Or is it still problematic?

[spacedesk Lea]

Hi @rageven,

So far we still cannot reproduce the same issue on our side.
For clarification, with spacedesk Windows 7 Viewer app (v0.9.39), your laptop did not shutdown, but instead it disconnected, right?
Is it a disconnection from your network? What kind of disconnection is it? Can you please further describe?
Or if it’s possible, can you send us a short video of this issue?

Could you also please send us a DebugView logs of your secondary machine/laptop?
Just follow the steps below:
– download DebugView app here: https://download.sysinternals.com/files/DebugView.zip
– extract the files from the zipped folder
– run the Dbgview.exe as Administrator
– make sure to only check the Capture -> Capture Win32 and Capture Events
– while DebugView is open, please run the spacedesk Windows 7 Viewer app and try to recreate the disconnection issue in the laptop
– you should find some “SA [xxxx:xxxx] …” traces in the DebugView, please save the logs (as .txt file) and send it to us.

[spacedesk Lea]

Hi @plaurits,

Any news?
Have you tried the suggestions above?

[spacedesk Lea]

Hi @danm,

This error message indicates that an incompatible software is detected in your primary machine.
Please open the spacedesk Driver Console -> Diagnostics -> Incompatible Software, to check which software is present and just click the “Uninstall” button beside it then, reboot your primary machine before connecting a spacedesk viewer.

For further details, please check Troubleshoot -> Windows PC (Primary Machine) -> Incompatible Display Hook Driver Detected chapter in the user manual https://forum.spacedesk.netuser-manual/.

[spacedesk Lea]

Hi @password23,
Glad to hear that you fixed the problem by disabling the proxy in your machine.
In case you encounter other issues related to spacedesk just let us know.
We are always glad to receive user feedback.

[spacedesk Lea]

First thing we need to understand here:
Usually the network is NOT the limiting factor:
It is the router. Bypassing routers always improves performance.
This does not only apply to USB Tethering, but also to direct ethernet cable connection and WiFi Direct connection.
Configure Windows Primary PC or Secondary Viewer Device as WiFi Access Point (Hotspot) and connect to it before connecting spacedesk. Please check chapter “Performance Tuning” in the instruction manual: https://spacedesk.net/user-manual

[spacedesk Lea]

Hi @t1123578579gmail-com,

Next: Can you please try the same thing in this folder “C:\Users\lengqiu\AppData\Local\Temp” ?

[spacedesk Lea]

Hi @t1123578579gmail-com,
Could you please try the following steps on your primary machine.
– right-click C:\Windows\Temp folder -> Properties -> Security tab -> Advanced -> Permission tab -> Continue
– check if you find the Users or Authenticated Users and make sure it has Full Control access
If none, just Add -> Select a principal, then type “Users” and click Check Names and click OK
– Then make sure to check the Full Control access for the Users then click Apply -> OK.
After following the steps above try to run-install again the spacedesk MSI installer.

By the way, instead of spacedesk version 1049, please try the latest version 1050 which is now available on our website https://forum.spacedesk.net.

• This reply was modified 2 years, 1 month ago by spacedesk Lea.

[spacedesk Lea]

Hi @androlistio,

If @berryme’s suggestion did not help, please send us the diagnostic logs of this issue.
Please follow the steps below:
– Open spacedesk Driver Console -> Diagnostics
– 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 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.

[spacedesk Lea]

Hi @lord_emperor,

Apologies for not getting back to you.
Is it still happening with the most recent spacedesk Driver (v1050)?
If yes, can you please check the CPU and memory usage of spacedeskService via task manager if it shows high consumption while spacedesk is connected?

Please also send us the diagnostic info of your primary machine for further analysis.
Just open the spacedesk Driver Console -> Diagnostics -> 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.

[spacedesk Lea]

Hi @t1123578579gmail-com,
Thank you very much for sending the log files.
Based on the logs, the failed installation was caused by an access denied error upon spacedesk driver installation.
Please make sure your current user account has Administrator privilege.

[spacedesk Lea]

Hi @pandinyt0,

For further analysis, could you please send us the following:
– run dxdiag.exe on your primary machine, click “Save all information” and send us the output file
– spacedeskSetup.log file located in C:\Users\Public
– setupapi.dev.log file located in C:\Windows\INF

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

[spacedesk Lea]

Hi @ratex,

Just open your McAfee Firewall settings, click Ports and System Services then click the Add button.
System Service Name: spacedeskService
Local TCP/IP Ports: 28252
Local UDP Ports: 28252

For reference, please check https://forum.spacedesk.netwp-content/uploads/2022/04/McAfeeFirewallSettings-spacedesk.jpg

[spacedesk Lea]

Hi @fred15,

For further analysis, can you please check if you can find a recent dump file (time stamp should be the same as when the pen input issue happen) in C:\Windows\minidump.
Please save it in a folder, then right-click the folder -> Send to -> Compressed (zipped) folder, then attach the *.zip file in your next reply.

And also, please send us the diagnostic info in your primary machine.
Just open the spacedesk Driver Console -> Diagnostics, then click the “Save All Information”.
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.

[spacedesk Lea]

Hi @rodders1947,

spacedesk does not control the position of any application’s window.
The map is probably positioned somewhere that is not visible.. you just have to manually drag/move the Map window via arrow keys until it becomes visible in the screen.

[spacedesk Lea]

Hi @plaurits,

After further analyzing your setup, please try the following:

2. Peter: As mentioned I can manually switch upside down. But that will not work for me, since ipad is in reading stand with power cable connected

spacedesk Lea: Based on the log, the display is currently in Landscape mode and it shows an upside down screen in the ipad, right?
What if you try to manually switch to Landscape (flipped) in the Windows display settings -> Orientation ?

3. Peter: Apps on process line are responding fine on PC monitor no matter if spacedesk is connected or not.
Issue only comes on spacedesk app in ipad, meaning that you can’t use some important process line apps from ipad.
Also note that when you press the press the icon process line on ipad, app comes up fine on PC, but on ipad I only see the blue screen (see attached)

spacedesk Lea: If you were able to open the app (e.g. Teamviewer) on your main monitor, can you just manually drag the Teamviewer app window from main monitor to the extension display (viewer screen on your iPad)?

• This reply was modified 2 years, 1 month ago by spacedesk Lea.

[spacedesk Lea]

Hi @rageven,
Thanks for the feedback.

This is a strange behavior. Our spacedesk Windows 10 Viewer app should not trigger a shutdown event on a machine.
Can you please check the current power setting in your laptop? maybe it is set to go on hibernate after a specific time..

For further analysis, could you please send us the dxdiag info of your secondary machine / laptop?
Just run dxdiag.exe, click “Save All Information” then send us the output file (dxdiag.txt).

Another thing, can you please quickly try with spacedesk Viewer app for Windows 7 (v0.9.39) available on the website?

Forum

Then check if you get the same observation.

[spacedesk Lea]

Thanks for sending the logs. We are currently analyzing it.
We will get back to you as soon as we have news or follow up question regarding this issue.

By the way, we have released a new iOS Viewer app, can you quickly try it and check if the issue still happens.

[spacedesk Lea]

Hi @tarbear123,

Native USB cable connection is not yet supported.
But we will soon support it in Android (no specific date of availability yet).

For now you can try these alternatives:
1. USB tethering connection (if your tablet supports it)
2. Android Debug Bridge cable connection, which requires Android SDK.
Detailed instruction for USB tethering and Android Debug Bridge cable connection is available in the user manual.
Performance Tuning -> Network Bandwidth -> USB Tethering and Android Debug Bridge Cable chapter.
https://forum.spacedesk.netuser-manual/

[spacedesk Lea]

Hi @aswq1254,

Thank you very much for reporting this issue.
We have forwarded it to our iOS developer to check.
We will get back to you as soon as we have a fix for this issue.

[spacedesk Lea]

Hi @kemikalelite,

Thank you very much for these logs.
We are currently analyzing it.

Other things to try and check if spacedeskService still hangs:
1. Please try USB tethering connection between your phone and primary machine, instruction on how to connect via USB tethering is available in spacedesk user manual (Performance Tuning -> Network Bandwidth -> USB Tethering chapter)
https://forum.spacedesk.netuser-manual/

2. Is your primary machine currently connected to an Access Point?
if it’s easily doable, try to connect your primary machine directly to your network router

For now, instead of reboot just try to “End task” the spacedeskService.exe in task manager when it hangs then just manually start it in services.msc.

We will get back to as soon as we have news regarding this issue.

• This reply was modified 2 years, 1 month ago by spacedesk Lea.

[spacedesk Lea]

Hi @agrasshopper,

Can you please try this workaround:
– connect all screens (Microsoft Wireless Display + spacedesk)
– make sure to set all displays as extension mode first
– open spacedesk Driver Console in your primary machine, click Control -> Settings -> Clear Windows Display Settings
– while all displays are in extension mode, press win+P and select “Duplicate”

• This reply was modified 2 years, 1 month ago by spacedesk Lea.

[spacedesk Lea]

Hi @rageven,

Which Windows Viewer app are you using in your laptop?
Is it Windows 7 or Windows 10 (Microsoft Store) version?

While PC is suspended (in Sleep mode), does the viewer app displaying any status (e.g. Powersave – Reconnecting)?
Does it only shutdown when spacedesk Viewer app is connected (and in Powersave mode) to your PC?

[spacedesk Lea]

Hi @spacerboom,

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 (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
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.

[spacedesk Lea]

Hi @makeufeelmoe,

For further analysis, could you please send us the following:
– run dxdiag.exe on your primary machine, click “Save all information” and send us the output file
– spacedeskSetup.log file located in C:\Users\Public
– setupapi.dev.log file located in C:\Windows\INF

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

[spacedesk Lea]

Thank you very much for the confirmation.

[spacedesk Lea]

Hi @kemikalelite,

Thanks for the feedback.

1. Can you easily stop-start the SpacedeskService in services.msc? just to check that it’s not hanging..

2. I’m not sure if this will help, but maybe you can try this anyway.. just switch your current network profile to Private via Windows Settings -> Network & Internet -> Properties (of current network connected), then select “Private” as Network profile.

3. Maybe also try to update the most recent Nvidia Graphics Adapter, they just released a new driver yesterday.
https://www.nvidia.com/download/index.aspx

4. If by any chance, do have any frame rendering related app currently active while trying to connect the spacedesk?

[spacedesk Lea]

Hi @songya,

Thanks for the feedback.

It seems that it’s a network discovery issue in our iOS viewer app which happens in some iOS devices.

For now, we still don’t have a fix for this issue and we still cannot reproduce it on our side.
We have received similar bug reports from various users before.
And one of them actually might have a valid explanation about this issue.
If your iOS device was from Mainland China, spacedesk native app might not have a permission for networking.
here’s the link of the user’s post: https://forum.spacedesk.netforums/topic/spacedesk-app-has-no-permission-for-networking-on-region-specific-ios-device/

[spacedesk Lea]

Hi @songya,

Thanks for the feedback.

For #2, can you quickly try to connect via spacedesk HTML5 Viewer on your iPad or iPhone?
Just open a web browser e.g. Safari or Google Chrome then, go to http://viewer.spacedesk.net/ and connect to the IP address of your primary machine.

[spacedesk Lea]

Hi @songya,

Thank you very much for sending the diagnostic logs.

1. Please make sure that spacedesk or “C:\Windows\System32\spacedeskService.exe” is added in the exception list of your third party antivirus software (电脑管家系统防护) to allow incoming and outgoing connection.

2. Is your primary machine and iPad device connected in the same local area network?

3. On your primary machine, please try to set your current Network Profile to “Private” via Windows Settings -> Network & Internet -> Properties.

[spacedesk Lea]

Thanks for the feedback.
Unfortunately, we cannot download the diagnostic logs as .7z file, could you please upload it as zip file?

[spacedesk Lea]

Hi @songya,
Could you please send us the diagnostic logs of your primary machine?
Just open the spacedesk Driver Console -> Diagnostic, then click the “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.

[spacedesk Lea]

I see.. for now, keep using the Windows Store version of the spacedesk Windows Viewer.
We have plans to improve this “X” button in our Windows 7 viewer but will not be available anytime soon.

[spacedesk Lea]

Hi @flybede,

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 (make sure to click Yes in the User Account Control box to proceed)
– try to connect your viewer apps one at a time and reproduce the conflict 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.

[spacedesk Lea]

Hi @plaurits,

1. Did you check if the Flipped Display (for mirroring) box is checked in spacedesk Driver Console?

2. Can you also try to switch OF the auto-rotation on your iPad device + auto rotation in spacedesk iOS Viewer settings, then just manually rotate the screen to landscape orientation via Windows Display Settings?

3. Can you also please clarify if this “not responding apps” are only happening if spacedesk is connected?

If yes to #3, please send us the diagnostic logs. Just open the spacedesk Driver Console -> Diagnostic.
– 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 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.

[spacedesk Lea]

Hi @kemikalelite,
Can you try to reinstall the spacedesk v1049 then check if spacedeskService.exe is present in C:\Windows\System32 folder.
Then, if spacdesk Driver Console is present, please send us again the updated diagnostic logs.

[spacedesk Lea]

Does it only happen if spacedesk is connected?
Have you tried closing these apps (right-click “Close window”) then open/click it again?
Can you also monitor their memory and cpu usage via task manager if it shows high consumption of memory/cpu?

[spacedesk Lea]

Hi @filipekinder,
Thanks for sending the requested logs.
Based on the logs, you still have an old spacedesk Driver v1035 installed in your machine and it’s failing to uninstall.
Do you still have this old v1035 msi installer?
If no, please download here: https://www.dropbox.com/s/06narztjwk5ipow/spacedesk_driver_Win_10_64_v1035_BETA.msi?dl=0
Use this installer to try to uninstall the old spacedesk version on your machine.

[spacedesk Lea]

Hi @filipekinder,
For further analysis, could you please send us the following:
– run dxdiag.exe on your primary machine, click “Save all information” and send us the output file
– spacedeskSetup.log file located in C:\Users\Public
– setupapi.dev.log file located in C:\Windows\INF

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

[spacedesk Lea]

I think the apps are already open but the current position is not visible in the screen/display.. maybe you can try to hover the icon then right-click the popup preview box above the icon, then click the “Move” and use your right or left arrow keys to move the window in the direction where it will be visible.

[spacedesk Lea]

Hi @kemikalelite,
This means spacedesk Server (spacedeskService) was not installed properly or did you already uninstall it?

[spacedesk Lea]

Hi @filipekinder,

Can you please download the Microsoft Troubleshooter program here:
https://support.microsoft.com/en-us/topic/fix-problems-that-block-programs-from-being-installed-or-removed-cca7d1b6-65a9-3d98-426b-e9f927e1eb4d

Run the “MicrosoftProgram_Install_and_Uninstall.meta.diagcab”, select Installing.
After that, please try again with the spacedesk driver installer.

[spacedesk Lea]

Hi @plaurits,

Could you please try the following work around:
1. open your iPad Viewer -> Settings -> Rotation, then switch it OFF
2. you might also have to switch the display orientation in the display settings in your primary machine in case it’s still flipped upon connect
3. connect the iPad Viewer app then on your primary machine, open the spacedesk Driver Console window -> click the connected client underneath Network -> Connections Active, then on the right panel, click the Videowall tab and uncheck the Flipped Display (for mirroring) box.

[spacedesk Lea]

Hi @ourlove,
Thank you very much for the feedback.

Now I see that you are using a public wifi.
Connection over a wireless network through a router (especially public wifi) can cause a slow performance and unstable connection.

We are glad that you fixed the issue by connecting over a Mobile Hotspot network.
A direct network connection is recommended in order to achieve a good performance and prevent connection lost issue.

FYI: We are currently working on the performance improvement of the spacedesk e.g. USB cable support for Android and hardware accelerated image encoding which will be available soon.

[spacedesk Lea]

Hi @kemikalelite,

Thank you very much for sending the diagnostic logs.
We are currently investigating it. We have tried in our Windows 10 v22H2 but so far we cannot reproduce the issue.
Looks like the spacedeskService is hanging on your side. Can you quickly try to forced stop it via task manager, just open the task manager then find the spacedeskService.exe and right-click “End task”.
Then run services.msc, find spacedeskService then try to manually start it.

Then let us know your result. Looking forward to your feedback.

[spacedesk Lea]

Hi @ourlove,
Thank you very much for sending the diagnostic logs.
We are currently analyzing it.
Could you please try the following and check if it will help:
– switch OFF the Videowall mode in spacedesk Driver Console
– set your current network profile to Private via Windows Settings -> Network & Internet -> Properties, underneath Network Profile type select “Private”

[spacedesk Lea]

Hi @ulsaks,
Thank you very much for the inquiry.
We also received your email inquiry regarding SDK.
We will contact you by email in the next few days.

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