[spacedesk Renz]

Hi @factorysub34,

I saw in your screenshot that you have McAfee antivirus installed in your device. McAfee on Windows is known to randomly kill and prevent network connections without informing the user. Also, please turn off the Videowall function in your Driver console. Afterwards, try connecting with your viewer again. Thanks.

[spacedesk Renz]

Please send it to androidapp@spacedesk.net. Thank you.

[spacedesk Renz]

You can upload the screenshots via Dropbox then post the download link in your next reply. May I also ask what viewer you are using? Thank you.

[spacedesk Renz]

Thank you for sending the logs. May you also send the screenshots I was asking for? Also, which viewer are you using? Thank you.

[spacedesk Renz]

Hi @factorysub34,

You can upload the pictures via Dropbox then include the download link on your next reply. Thanks!

[spacedesk Renz]

Thanks for the additional info. We will wait for the pictures we requested and we’ll get back to you as soon as possible. Thanks.

[spacedesk Renz]

Hi @rizzie,

Thank you for sending your DirectX info. Upon our investigation, the likely cause of the rendering failure encountered in your viewer device is your graphics driver. Can you try to also update your Intel UHD Graphics driver? Also, could you try using the HTML5 viewer on the same viewer machine? Thank you.

[spacedesk Renz]

Hi @smamux,

Yes, you can download the Spacedesk Android Viewer via the Amazon App Store. For more detailed information regarding system requirements, check out our User Manual on the topic System Requirements. Thank you.

[spacedesk Renz]

Hi @factorysub34,

Can you send a screenshot or a picture of the issue you encountered? Also, please send a screenshot or picture of your spacedesk Driver console. You can upload the said pictures to Dropbox then include the download link on your reply. Thank you.

[spacedesk Renz]

Hi @mikhail,

Currently with the Windows Store viewer, there is no option to remove these pop-ups upon remote control and exiting remote control, but we will take into consideration adding an option to remove these pop-ups. Thank you.

[spacedesk Renz]

Hi @rizzie,

Thank you for providing your viewer device logs. From analyzing your logs, we saw that rendering is failing. May we ask also for the details from your DirectX Diagnostic tool by following these steps:
1. Press Windows Key + R to open Run dialog box
2. Type “dxdiag” in the dialog box then press Enter.
3. On the DirectX Diagnostics Tool window, click on “Save All Information…”, then select a location where to save your DirectX info.
4. After saving your DirectX info, please attach the file to your next reply or upload to Dropbox if file is larger than the 512 KB.

Also, can you check for us if you have the latest graphics drivers on your viewer device? Thank you!

[spacedesk Renz]

Hello @rizzie,

Upon checking your diagnostics, there are no problems in your server machine. Just to clarify, on which device are you playing a video or opening a browser, on the server or the viewer? Does the viewer crash when the freeze happens or do you close then reopen it? Also, to further assist you on your issue, may we also ask for logs from your viewer device by following the steps below?

1. On your secondary machine where you run the spacedesk Viewer app, please download the DebugView app thru this link: https://download.sysinternals.com/files/DebugView.zip
2. Right-click -> Extract the contents of the DebugView.zip, and run the Dbgview.exe as administrator.
3. In the Capture tab, make sure to check the “Capture Win32”
4. Run the spacedesk Viewer app and connect to your server machine and try to reproduce the issue.
5. In the DebugView window, there should be spacedesk viewer traces starting with “SA [xxxx:xxxx]:SAxxxxx…..”

Please save the DebugView traces into a log file, and make sure to change the format to .txt file before attaching it to your reply. Thank you.

[spacedesk Renz]

Hi @rizzie,

Some of the files that should be included in the log collection haven’t been included in the folder you sent. Could you repeat the steps provided in my earlier reply, making sure that before you compress the folder, a dialog box indicating that the logs have been saved pops up?

Thank you so much!

[spacedesk Renz]

Hi @mintt,

this issue is caused by Oracle VirtualBox, not spacedesk. We could verify that it even happens without spacedesk installed. You can read up more information here.

To resolve this issue, open Control Panel, then click on Programs and Feaures, uninstall “Oracle VM VirtualBox Guest Additions” then restart your PC.

Let us know if this fixes your bluescreen problem. Thank you!

• This reply was modified 4 days, 8 hours ago by spacedesk Renz. Reason: Additional info

[spacedesk Renz]

Hello @rizzie,

Which screen freezes after some time of use, the second screen or the primary monitor?
Also, for further analysis of the issue, please send us the logs of your server machine by opening the spacedesk Driver console and clicking on Diagnostics then follow the steps below:

1. Download the DebugView.
2. Check the Diagnostic Collection box.
3. Reproduce the issue e.g. by connecting the spacedesk Viewer app.
4. Uncheck the Diagnostic Collection box.
5. Click “Save All Information” button (this might take a while to finish).
6. Compress/Zip the folder which contains the logs, then attach to your next reply to this post.

If the file size exceeds 512 KB, you may upload it to Dropbox then include the download link on your next reply.

Thanks!

[spacedesk Renz]

Hi @robcres,

It is possible that your connection might be affecting the performance of the viewer in your Surface Tablet. Is your screen also freezing or stuttering? You may refer to the Performance Tuning section in the User Manual to further improve your viewer’s performance. You can also try the Spacedesk Viewer in the Microsoft Store for better performance.

[spacedesk Renz]

Hi @carlos,

For further analysis of the issue you encountered, please send us your logs. You can follow the steps provided in the Diagnostics window in the Spacedesk Driver Console, then attach the .zip file to your next reply. Thank you!

Attachments:

You must be logged in to view attached files.

[spacedesk Renz]

Hi @rfml,

Do you have the latest driver version installed in your server machine? Are you connecting your ipads via USB or via wifi? Also, are both displays in desktop extension mode? For further info on connecting new displays, you may refer to the User Manual here:

Connecting a New Display Monitor over the Network

Connecting a New Display Monitor over the USB Cable

Desktop Extension or Desktop Duplication (mirror) Settings in Display Control Panel

• This reply was modified 1 month ago by spacedesk Renz.
• This reply was modified 1 month ago by spacedesk Renz. Reason: edited links

[spacedesk Renz]

Hi @conri99,

Thank you for sending the logs. It seems that the previous spacedesk uninstallation is hanging, specifically during spacedesk virtual HID driver unintallation. Please try to uninstall the previous spacedesk Driver manually by following the instruction in the Uninstallation on Windows Primary Machine -> Manual Uninstall (Troubleshooting Only) chapter in the user manual https://forum.spacedesk.netuser-manual/. Thank you!

[spacedesk Renz]

Hi @conri99,

May we know what version of spacedesk Driver you have on your machine prior to your update to 1.0.42?
Also, 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
If spacedeskSetup.log’s file size is too large to send, you may omit it. Please save all requested files in one folder, then right-click -> Send to -> Compressed (zipped) folder, then attach the *.zip file on your next reply. Thank you very much!

[spacedesk Renz]

Hi @yakuza,

Thank you for sending the diagnostic logs. It seems that Nvidia Shadowplay is turned on in your device and that is most likely causing the issue that you’re encountering. Disabling it from Geforce Experience should enable you to connect to your server. You can also reboot after disabling Shadowplay then try connecting again. Don’t hesitate to reply if you have any further concerns or questions. Thank you!

[spacedesk Renz]

Hi @yakuza,

You may refer to the User Manual under the section “Troubleshooting” -> “Network Connection” and try the steps there. Also, you may try with a different device if you have any other devices you can use and see if the same issue is encountered. Another thing you can check is, in your iOS device, go to iOS device Settings -> Privacy -> Local Network, if there’s spacedesk and if it’s enabled. If you have already referred to the Manual and tried the other suggestions above, you may follow these steps for further investigation of the 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, then wait for a few seconds
– switch Diagnostic Collection OFF
– click Save All Information button

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 on your next reply. Thank you!

• This reply was modified 2 years, 4 months ago by spacedesk Renz.

[spacedesk Renz]

Hi @thingyman,

May we request 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
– Connect your viewers to your server to reproduce the issue raised
– switch Diagnostic Collection OFF
– click Save All Information button

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 on your next reply.

[spacedesk Renz]

Hi @gennady46,

Thank you for your reply. Have you tried updating your server to the latest version (1.0.40)? If you haven’t, please try updating then see if you still encounter the issue. If the issue is still there after updating, please send us the diagnostic logs of your server machine by following these steps:
– 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
– connect a viewer to the server to recreate the issue, then switch Diagnostic Collection OFF
– click Save All Information button
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 on your next reply.

Thank you!

[spacedesk Renz]

Hi @ange_laco,

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 on your next reply. Thank you!

[spacedesk Renz]

Hi @azzyamatoo,

You can change the settings there on the menu bar before you connect to your server machine.

Let us know if you have further inquiries and we’ll be happy to help.

• This reply was modified 2 years, 5 months ago by spacedesk Renz.

[spacedesk Renz]

Hi @seanincali,

The Connect to Primary Machine (Server) screen can be found in your viewer device, in your case, in your Galaxy S4. Upon opening the app, you should be able to see the screen shown on the picture attached. Click on the floating menu on the right side and you’ll be able to see Input Devices there.

Attachments:

You must be logged in to view attached files.

[spacedesk Renz]

Hi @seanincali,

The Settings and Input Devices menus are found in the floating menu button on the Connect to Primary Machine (Server) screen, the screen you see before you connect to a server device. From there, you can see the menus shown in the User Manual.

Let us know if you found it but if not, we’ll be happy to help you.

[spacedesk Renz]

Hi @brojon,

Screen duplication and extension can be changed in the server device’s Display Settings menu than can be accessed by right-clicking on an empty part of the desktop and selecting Display Settings on the menu that appears. For further information on desktop extension, you may check our User Manual on the section “Configuration and Settings” -> “Desktop Extension or Desktop Duplication (mirror) Settings in Display Control Panel”
https://forum.spacedesk.netuser-manual/#item_470

Let us know if you have other concerns and we’ll be happy to help.

[spacedesk Renz]

Hi @karen-zheng,

Do you have a third party firewall software installed in your server device? If so, please see the User Manual on the section “Troubleshooting” -> “Firewall Settings on Primary Machine”. Also, if you have a VPN installed in your server machine, you may also check the section “VPN (Virtual Private Network)” just below “Firewall Settings on Primary Machine” and follow the troubleshooting steps there.
https://forum.spacedesk.netuser-manual

You may get the diagnostic logs by following these steps:
–- open the spacedesk Console window app by clicking the spacedesk tray icon on your task bar’s notification area
— On the Console window, click on “Diagnostics”
— Click Save All Information button

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 on your next reply.

• This reply was modified 2 years, 5 months ago by spacedesk Renz.
• This reply was modified 2 years, 5 months ago by spacedesk Renz.

[spacedesk Renz]

Hi @seanincali,

Regarding the issue of the client not showing any applications, would you prefer that the client duplicate the main display or extend it? You can find additional help in the User Manual under section “Configuration and Settings” -> “Desktop Extension or Desktop Duplication mirror Settings in Display Control Panel”
https://forum.spacedesk.netuser-manual

In addition, the reason why the mouse pointer does not show up whenever you use the viewer is because the action is interpreted as touch input and that hides the mouse cursor. You may check the section “Configuration and Settings” -> “Mouse, Keyboard, Touchscreen And Pen Input” to know more about touch input types for your viewer.

Let us know if you have any other concerns and we’ll be happy to assist you.

• This reply was modified 2 years, 5 months ago by spacedesk Renz. Reason: Additional details added

[spacedesk Renz]

Hi @rmf,

Based on the logs you’ve sent, we saw that you have some antivirus software installed in your machine and that could be one of the reasons why your server can’t get detected by your viewer device. For further assistance, you can refer to the User Manual under section “Troubleshooting” -> “Network Connection” and see troubleshooting guide under “Step 2: third party firewall software.”
https://forum.spacedesk.netuser-manual/

May we ask what device you’re using as your viewer device? Also, may we request for the rest of the logs in your server machine?

Thank you!

• This reply was modified 2 years, 5 months ago by spacedesk Renz.
• This reply was modified 2 years, 5 months ago by spacedesk Renz.
• This reply was modified 2 years, 5 months ago by spacedesk Renz.

[spacedesk Renz]

Hi @gennady46,

Can you also try opening up the Display Switch menu by pressing Windows key + P then selecting Duplicate? If there is no Duplicate option there, please send us the diagnostic logs for further investigation by following these steps:
– 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
– after a few seconds, switch Diagnostic Collection OFF
– click Save All Information button
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 on your next reply.

Thank you!

[spacedesk Renz]

Hi @gennady46,

Thanks for the reply. Can you try the following steps?
– Right click on an empty part of your desktop then left-click Display settings
– On the window that opens, scroll down to “Multiple Displays”, then click on the dropdown menu there and select “Duplicate these displays”

After following the steps above, do get back to us so we could know the result.

Thank you!

[spacedesk Renz]

Hi @spetsnaz,

Please check in the spacedesk Driver Console, click on Incompatible Software to see if any are installed in your server device. If there are, you need to uninstall them for Spacedesk to properly work in your device. If there are no incompatible software installed in your server device, please send us the diagnostic logs for this issue in order for us to analyze the cause of the problem.
– 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
– connect to server and wait for disconnection
– switch Diagnostic Collection OFF
– click Save All Information button

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 on your next reply. Thank you.

• This reply was modified 2 years, 6 months ago by spacedesk Renz.
• This reply was modified 2 years, 6 months ago by spacedesk Renz.
• This reply was modified 2 years, 6 months ago by spacedesk Renz.
• This reply was modified 2 years, 6 months ago by spacedesk Renz.

[spacedesk Renz]

Hi @romans,

You can use your Spacedesk Viewer device as a remote desktop by duplicating your primary PC’s screen on the Viewer screen. For instructions on how to do this, please check our User Manual under the section “Configuration and Settings” -> “Desktop Extension or Desktop Duplication (mirror) Settings in Display Control Panel” by clicking the link below:
https://forum.spacedesk.netuser-manual/#item_470
Thank you!

[spacedesk Renz]

Hi @gennady46,

Have you tried dragging the window to the second monitor to see if it gets displayed there? If the window is displayed in the Primary PC’s monitor, you should be able to drag the window to the Viewer’s monitor for you to display it there. You can check the arrangement of the monitors by right-clicking on your desktop and clicking Display Settings on the menu that appears so you would know where to drag your windows to.

Alternatively, if you would like to duplicate the Primary PC’s monitor on your Viewer, you can follow the instructions in the User Manual under “Configurations and Settings” -> “Desktop Extension or Desktop Duplication (mirror) Settings in Display Control Panel” by clicking the link here:
https://forum.spacedesk.netuser-manual/#item_471

Thank you!

• This reply was modified 2 years, 6 months ago by spacedesk Renz. Reason: Adding email notifications for additional replies

[spacedesk Renz]

Hi @jlaw2756,

You can rest assured that the server’s version that you’ve installed is v1.0.36.
This is a known issue and it will be fixed in the next version’s release. Thank you.

• This reply was modified 2 years, 6 months ago by spacedesk Renz.
• This reply was modified 2 years, 6 months ago by spacedesk Renz.

[spacedesk Renz]

Hi @qi,

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 on your next reply. Thank you!

• This reply was modified 2 years, 6 months ago by spacedesk Renz.

[spacedesk Renz]

Hi @zxxd1527,

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 on your next reply.

Thank you!

[spacedesk Renz]

Hi @gdma1956,

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 on your next reply.

• This reply was modified 2 years, 7 months ago by spacedesk Renz.

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