[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 3 months ago by spacedesk Renz.
• This reply was modified 3 months 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, 6 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, 7 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:

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[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, 7 months ago by spacedesk Renz.
• This reply was modified 2 years, 7 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, 7 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, 7 months ago by spacedesk Renz.
• This reply was modified 2 years, 7 months ago by spacedesk Renz.
• This reply was modified 2 years, 7 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, 8 months ago by spacedesk Renz.
• This reply was modified 2 years, 8 months ago by spacedesk Renz.
• This reply was modified 2 years, 8 months ago by spacedesk Renz.
• This reply was modified 2 years, 8 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, 8 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, 8 months ago by spacedesk Renz.
• This reply was modified 2 years, 8 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, 8 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, 9 months ago by spacedesk Renz.

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