[spacedesk Christian]

Hi @steamer,
Did you make sure to click “save” after making changes?
Could you try disabling the touch screen control in the input device settings?

• This reply was modified 10 months, 1 week ago by spacedesk Christian.

[spacedesk Christian]

Hi @steamer,
Thank you very much for sending the Video Clip.
Based on the video, it looks like your SonarPen option is not Enabled in the iOS viewer settings.
Could you please try navigating to settings (Gear icon at the bottom of viewer) > Input Device > click Pen icon at the bottom right) > Click “Configure SonarPen Stylus” > Enable SonarPen.
then see if the issue is still happening.

[spacedesk Christian]

Hi @steamer,
What drawing app are you using?
Does it happen with other apps?
We tried reproducing this on our side but were unable to observe the same issue.
If possible, can you also please send us a short video clip of this issue?

[spacedesk Christian]

Hi @freschdude,

To clarify, did both cases above produce a distorted sound on the client (laptop)? Please be aware that we might take some time to resolve this issue, as we are still attempting to reproduce it on our end, and we have not received support cases similar to this problem.

In the meantime, to further analyze this problem, Please provide us with the following:
Diagnostic logs of this issue. just 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)
– reproduce the issue. do not enable the USB Debugging option.
– switch Diagnostic Collection OFF
– click Save All Information button (if a message box appears, just click No to proceed)
PS: Saving all information will take a few seconds, then please send us the whole folder which contains all the diagnostic logs collected

and for your client-side (laptop) Please send us your dxdiag info by running dxdiag.exe on your client machine, click “Save All Information”, save the output file (dxdiag.txt)

Please compile all the requested files in a Compressed (zipped) folder, then attach the *.zip file in your next reply.

[spacedesk Christian]

Hi @happy2023,
We still can’t find any traces of connected devices using USB…

The last USB Android connection we saw in the diagnostics is from January 5, 2024.
We need the latest connection WHILE Diagnostics is ON.

• This reply was modified 10 months, 1 week ago by spacedesk Christian.

[spacedesk Christian]

Hi @faiz,
I see. This time, could you try rebooting your device? We have received old feedback from similar cases indicating that rebooting their device fixes the problem. on the other hand, we have forwarded this issue to our Android developer for checking. we will get back to you as soon as possible.

For @nooh,
Does it automatically go to a black screen upon opening the app?
Does it happen even if the iOS USB option is switched OFF or no USB cable is connected?
Could you please try the suggestions in our last reply? also, please try to reboot your device as well.

[spacedesk Christian]

Hi @happy2023,
Thank you very much for providing us with the link.
Unfortunately, we did not see any traces indicating a connected device.
Did you make sure to reproduce the issue while the diagnostics is ON?

[spacedesk Christian]

Hi @happy2023,
Thank you very much for sending the requested Files. Unfortunately, we couldn’t Download the compressed files you uploaded. Could you maybe try other formats such as .rar or .zip?

[spacedesk Christian]

Hi @happy2023,
Can you maybe split the compressed folder into multiple parts? Or maybe upload it in dropbox or any cloud storage app which you can share the link so we can download it on our side?

also, going back to our question..Can you still remember the server and Android spacedesk viewer version that worked for you before you experienced the backscreen issue?

[spacedesk Christian]

Hi @user10,
We have released a new spacedesk Driver v2.1.09 on the web. this includes a potential fix for the install issue you encountered.
To test this, just install the MSI and do not change the default destination folder (Program Files).
We look forward to your feedback!

[spacedesk Christian]

Hi @majketchup347,
Have you already tried manually searching for the IP of your secondary machine? In case you haven’t, you can do that in spacedesk viewer app. Just click the “+” button and enter the IP or Hostname.
Could you also check for mismatched subnets on both of your machines?

[spacedesk Christian]

Hi @glda19,
Are you talking about the spacedesk Driver Console? if yes, you can just search it in the window search bar to access it again. if it does not appear, please try to reinstall the driver again.

[spacedesk Christian]

Hi @axl12,
yes, you are right. If USB Android option is switched ON in spacedesk Driver Console, then spacedesk Primary Machine grabs ALL USB connections to Android mobile devices. This is necessary to support multiple spacedesk Android Viewers over USB.

To run different Android applications over USB (e.g. file transfer etc.) you need to switch OFF the USB Android option in spacedesk Driver Console. You cannot run them simultaneously with spacedesk.

The only possible workaround is USB Tethering for connecting spacedesk Android Viewer. Then you can use other Android USB connections for different purposes simultaneously. Please check instruction manual for details about USB Tethering.

• This reply was modified 10 months, 2 weeks ago by spacedesk Christian.
• This reply was modified 10 months, 2 weeks ago by spacedesk Marcel.

[spacedesk Christian]

Hi @faiz,

is “Android USB Cable” already enabled in spacedesk Driver Console?

If yes, and you want to connect spacedesk via USB cable, please try the following:
– switch OFF the “Android USB cable” in spacedesk Driver Console
– plug USB phone cable to your primary machine and open the spacedesk viewer app (viewer settings will be accessible in this case)
– switch ON the “Android USB cable” in spacedesk Driver Console

If you want to connect spacedesk via WiFi, you have to switch OFF the “Android USB Cable” in spacedesk Driver Console and/or unplug the USB cable of your android phone.

[spacedesk Christian]

Hi @marey140,

for clarification, Could you please tell us the following:
-is your main display’s resolution 1600 x 900?
-what is the native resolution of your client?

Could you please try to reproduce the issue again while collecting traces? just 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)
– reproduce the touch issue
– switch Diagnostic Collection OFF
– click Save All Information button (if a message box appears, just click No to proceed)
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.

To answer your questions about the performance, Yes, lowering the compression does improve the performance when in Wifi, but please note that Highest performance is already achieved by cabled networks => cabled connection (e.g. native Android USB, ethernet) so you probably won’t need to lower your quality when using usb connection

[spacedesk Christian]

Hi @freschdude,
Thank you very much for providing information about this issue.
Regarding the distorted sound, do you happen to have multiple Windows 7 viewers open at the same time? If yes, could you please tell us how many?
are you using a Wi-Fi connection with your Android viewer?

[spacedesk Christian]

Hi @happy2023,
Can you still remember and tell us the server and Client version that worked for you before you experienced this blackscreen issue?

For further investigation about this problem, could you please send us the Diagnostic logs of this Issue?
Just 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)
– reproduce the blackscreen issue using USB connection.
– switch Diagnostic Collection OFF
– click Save All Information button (if a message box appears, just click No to proceed)
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 10 months, 2 weeks ago by spacedesk Christian.

[spacedesk Christian]

Hi @dougw03,
Thank you very much for the input.
This needs to be discussed with the spacedesk team. we will get back to you as soon as possible.

[spacedesk Christian]

Hi @user10,
There may be a conflict with your destination folder causing the failed installation. Could you please try installing it in a different folder? Also, make sure not to put any spaces between the folder name.
Please refer to the attached screenshot for assistance.

If it still fails, please resend us the required files.

Attachments:

You must be logged in to view attached files.

[spacedesk Christian]

Hi @user10,
You might need to reboot your machine first. could you please reboot your machine and then try again with the installation?

if the issue persists, could you please provide us with the following files?
– 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 Christian]

Hi @struct2009,
Glad it worked out for you!
We will now close this topic. In case you encounter any spacedesk-related issues, just let us know and we’ll be happy to assist you.

[spacedesk Christian]

Hi @struct2009,
We have just released a new spacedesk Windows Driver v2.1.08. This release includes a fix for the non-working keyboard input when connected to USB.
Please update your Driver version and let us know if this works for you.
Looking forward to your feedback!

[spacedesk Christian]

Hi @rouven,
Unfortunately, we do not have any option to minimize or disable the pop-up message on non-commercial viewers unless you wait for it to automatically disappear.
The only permanent way to not get the pop-up is by using licensed/commercial viewers.

[spacedesk Christian]

Hi @kergekacsa,

Just an update with bug #1. based on our iOS developer, this is now an expected behavior. The on-screen menu has to be used to disconnect your iOS viewer from your server.

We also released a new spacedesk iOS v1.75 in the store. it includes a fix for issue #2. Could you please try it and let us know if it’s working on your side?

[spacedesk Christian]

Hi @jigglypug,
just a follow-up question: where did you download the app? was it from Amazon App Store?

[spacedesk Christian]

Hi @kyransparda,
thank you very much for sending the required files.
we are now analyzing the traces you provided will get back to you as soon as possible.

[spacedesk Christian]

Hi @struct2009,
Thank you very much for reporting this issue, we were able to reproduce this on our side.
We have now forwarded it to our iOS developer for checking and will try to keep you updated.

[spacedesk Christian]

Hi @andyandy201,
it seems like you have your secondary machine’s display orientation in portrait mode.
to change this, just go to windows settings > system > display > then select your second monitor in the screen (usually display as number 2) > scroll down to display orientation > select landscape

[spacedesk Christian]

Hi @nofolobricity,
There is actually an option to hide the tray app from the taskbar, you just have to go to the System tray (the little arrow at the bottom right side of the screen). you will then see the spacedesk Icon > Right click and click “Hide Connection Window” This will allow the spacedesk tray app to permanently be hidden inside the windows system tray.
Please see the attached screenshot for further assistance.

Attachments:

You must be logged in to view attached files.

[spacedesk Christian]

Hi @kyransparda,
For further investigation, could you please send us the Diagnostic logs of this Issue?
Just 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)
– reproduce the blackscreen issue using USB connection.
– switch Diagnostic Collection OFF
– click Save All Information button (if a message box appears, just click No to proceed)
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 Christian]

Hi @evalexan,
Thank you very much for providing the required files.
Have you tried the suggestions on my last reply?
Could you tell us what settigns are you using in spacedesk Android viewer? (Quality, Encoding Color Depth, FPS, Rendering Color Depth) .

[spacedesk Christian]

Hi @kyransparda,
So you tried two Android devices and Native USB works on them..
Could you please try the following:
-restart your Android device
-clear spacedesk cache/data in your phone app settings

• This reply was modified 10 months, 3 weeks ago by spacedesk Christian.

[spacedesk Christian]

Hi @jigglypug,
Thanks for the information, we already forwarded this to our Android developer. We will update you once a progress has been made.

[spacedesk Christian]

Hi @jigglypug,

Just to clarify, is this your settings on spacedesk Android viewer?
Image quality: 100
yuv 444
60 fps
RGB 888

Also, could you tell us if there’s a difference in performance if you change or lower the quality and bit depth settings?

[spacedesk Christian]

Hi @jigglypug,
Thank you for trying the above suggestions.
for further investigation, could you please send us the Diagnostic logs of this Issue?
Just 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)
– reproduce the issue using USB connection.
– switch Diagnostic Collection OFF
– click Save All Information button (if a message box appears, just click No to proceed)
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 Christian]

-Could you please check if your spacedesk Android viewer app and spacedesk Windows Driver is updated to the latest version? if not, please update it.
-if they are already updated to the latest versions, maybe reinstalling them could help.
-can you also try to plug you cable to different ports?

[spacedesk Christian]

Hi @evalexan,
For #1, Could you tell us what resolution are you using? maybe you can try a smaller resolution and see if the performance will improve. Could you also check if videowall is enabled in spacedesk Driver Console, if yes, please try to disable it.
if possible, could you also provide us with diagnostic info, just follow the steps below:
spacedesk Console > Diagnostics > click “Save all information” (you do not have to enable the ‘diagnostic collection’ option) > click NO on the pop-up admin privileges permission then save the output in a single zip file and send it to us.

For #2. The non-commercial window pop-up is designed to remain visible in the taskbar unless you are using a viewer with a commercial license. minimizing it is the only thing to do, this behavior is expected for users who uses free versions or non-commercial viewers, and the only way to remove this window is by switching to a commercial-type viewer.

[spacedesk Christian]

Hi @doylechris,
Unfortunately, this is not possible with the current spacedesk features. however, you can try looking for other ways, there might be a third-party app that can help achieve this with spacedesk but we do not have any idea for that.

[spacedesk Christian]

Hi @bill-sargent,

Unfortunately, we cannot provide old versions to users, could you please try uninstalling the old version by following this chapter UNINSTALL ON WINDOWS PRIMARY MACHINE -> Troubleshooting Uninstall on our user manual?
Link: https://manual.spacedesk.net/TroubleshootingUninstall.html

[spacedesk Christian]

Hi @jigglypug,
Please try connecting via native Android USB cable instead of USB tethering.

You can refer to Direct USB Cable Connection chapter in the user manual – https://forum.spacedesk.netuser-manual/#item_11715

[spacedesk Christian]

Hi @right,

I see, thank you for clearing it up. we are now currently investigating this issue as well. we will update you once again

[spacedesk Christian]

Hi @right,
No problem, Glad it worked out for you!
We will now close this topic.

For your concern regarding the server, we moved it to another topic, we will use this thread to update you about the progress of the install error issue.
Link: https://forum.spacedesk.net/forums/topic/error-while-installing-spacedesk/

[spacedesk Christian]

Hi @right,
We have released a new spacedesk Windows 7 viewer v0.9.44, this contains the fix for the crash.
Please update your viewer and try it. let us know if it fixes the issue for you.
Looking forward to your feedback!

[spacedesk Christian]

Hi @right,

we are still investigating this issue, we will give you an update once a progress has been made. reinstalling your windows 10 is not necessary.

[spacedesk Christian]

Hi @doylechris,
Do you wish to extend your display to your phone?
You can easily switch to Desktop Extension mode via Windows Display Settings -> “Extend these displays” in the dropdown menu.
Or via Display switch, just press Windows logo + P hotkey, then select “Extend”.

if this is not your goal, could you please elaborate more on what you are trying to accomplish?

[spacedesk Christian]

Hi @right,
we found traces that indicates a crash with your windows viewer,
To further investigate the cause, could you please check if there are any spacedeskWindowsVIEWER.exe.xxxx.dmp files created in the following directories of your secondary machine:
– C:\Users\\AppData\Local\CrashDumps
– C:\WINDOWS\System32\Config\SystemProfile\AppData\Local\CrashDumps

If you find one or more dumps, please send it as *.zip file.

[spacedesk Christian]

Hi @right,

We have split your issue with installing spacedesk to a new topic to avoid confusion.
to further analyze this issue, could you please provide us with the following files?
– 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 Christian]

Hi @rageven,
It seems you are still using an old spacedesk Windows Driver, we are now at v1.2.05.
in the current version, it enables you to permanently hide taskbar icon. please make sure to always update your spacedesk Windows Driver

For your other concern, currently we do not have an option for our clients (viewers) to manually start at boot time. however, I believe that this can be achieve using some of windows settings.

[spacedesk Christian]

Hi @right,
Thank you very much for sending the required files,
but there is a problem with the files you sent as their file type are not allowed, Could you please resend these files inside a zip file?
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 Christian]

Hi @rackneh,
Glad it worked out for you!
We will now close this topic. In case you encounter any spacedesk related issues, just let us know and we’ll be happy to assist you.

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