[spacedesk Nicole]

Hi @bigbugx,

You can set a different custom resolution in the Resolution setting of the viewer app
either by choosing from drop-down menu pre-defined resolutions or you can manually enter it.

[spacedesk Nicole]

Hi @brimston,

In the Viewer settings -> Remote control,
did you set the Mouse output as emulated touch and/or Touch output as touch?
Didn’t it show the message box (screenshot attached) to take control of the primary machine upon touching the screen?

Attachments:

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[spacedesk Nicole]

Hi @jesus-arias,

Please open the Device Manager of your primary machine.
Select View tab then Devices by connection.
Check if there are any spacedesk devices left particulary spacedesk virtual HID Device.
If there is, expand spacedesk virtual HID Device and uninstall its child devices first (right click -> Uninstall) then uninstall spacedesk virtual HID Device.

Attachments:

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[spacedesk Nicole]

Hi @christian-knoll,

Did you notice any spacedesk error bubble message notification on your primary machine?

For further analysis, 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
– 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 on your next reply.

[spacedesk Nicole]

Hi @attilio,

For further analysis, 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
– 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 on your next reply.

[spacedesk Nicole]

Hi @jesus-arias,

Please manually uninstall the spacedesk components.
Please follow the steps from our user manual, Manual Uninstall (Troubleshooting Only).
Then, proceed with updating to the latest version.

[spacedesk Nicole]

Hi @jesus-arias,

Please try to manually uninstall the spacedesk components.
Please follow the steps from our user manual, Manual Uninstall (Troubleshooting Only).
Then, proceed with updating to the latest version.

In case the problem still persists, please send us the following for further analysis:
– 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.

[spacedesk Nicole]

Hi @holzerinho,

Thank you very much for the files.
We will let you know once we released a new version with a potential fix.

[spacedesk Nicole]

Hi @tcoyle,

For further analysis, 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.

[spacedesk Nicole]

Hi @cartop,

Can you please resend the file?
It seemed that the zipped file was corrupted.

[spacedesk Nicole]

Hi @riduidel,

Please disable then enable spacedesk server.
You can do this by toggling the spacedesk Status OFF/ON switch in our spacedesk Console app.
Please let us know if this helped.

[spacedesk Nicole]

Hi @zeshannn,

For further analysis, 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
– 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 on your next reply.

[spacedesk Nicole]

Hi @lissart,

Windows Vista is not supported by spacedesk.

[spacedesk Nicole]

Hi @beanpole1,

Thank you very much for the feedback.
We are currently investigating this issue.

In case that you encountered it again, please try to switch the server OFF then ON in our spacedesk Console app or
restart the machine. Please let us know if this helped.

[spacedesk Nicole]

Hi @holzerinho,

Can you please send the diagnostic files generated by spacedesk Console?
Based on spacedeskDiag-1.txt, folders are C:\Users\holzerinho\Desktop\2022-01-07-153240-spacedeskRuntimeDiagnostics and C:\Users\holzerinho\Desktop\2022-01-07-153404-spacedeskRuntimeDiagnostics.

Please right-click on the folder -> Send to -> Compressed (zipped) folder, then attach the *.zip file on your next reply.

[spacedesk Nicole]

Hi @indianium,

In case the troubleshooting chapters of our user manual did not help,
please send us the diagnostic logs of this issue for further analysis:
– 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 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 on your next reply.

[spacedesk Nicole]

Hi @beanpole1,

Do you have Nvidia ShadowPlay/Instant Replay/any recording software running?

For further analysis, 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
– 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 on your next reply.

[spacedesk Nicole]

Hi @holzerinho,

On your screenshot, there is a mouse cursor. Were you able to move it around?
Did you also try to move a window to the extended display?
Do you have another client machine where you can try to connect and extend?

For further analysis, 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
– 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 on your next reply.

[spacedesk Nicole]

Hi @indianium,

Did you notice any error notification on the primary machine?

For assistance, please also check the troubleshooting chapters of our user manual https://spacedesk.net/user-manual.

[spacedesk Nicole]

Hi @albertobaymagmail-com,

Please try the following:
– delete C:\Users\Public\spacedeskSetup.log
– reboot your machine
– follow the steps on Manual Uninstall (Troubleshooting Only) from our user manual

Looking forward to your feedback.

[spacedesk Nicole]

Hi @rmbdes,

On the multiple displays drop down menu, just select “Extend these displays”.
For assistance, please also check the Configuration and Settings -> Windows PC (Primary Machine) chapter in our user manual https://forum.spacedesk.netuser-manual/.

[spacedesk Nicole]

Hi @bbkrista,

Based on spacedeskDiag.txt that you’ve sent, our diagnostics collection already created the 2021-11-20-172957-spacedeskRuntimeDiagnostics folder in C:\Users\Administration\Downloads\.
Please send us this 2021-11-20-172957-spacedeskRuntimeDiagnostics folder (zipped) to further analyze the issue.

• This reply was modified 3 years, 1 month ago by spacedesk Nicole.

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