Is anyone else having strange purple glitching on remote session screens? It's not consistently an issue but it seems to happen randomly for our agents and it's happening across different PCs and different graphic drivers so im not sure thats its graphic related. The issue is not visible on users end only on agent side in the remote session.
We have seen this with one customer device we connect to. They are using a standard 1920 x 1080 resolution and other machines of the same specification are ok, so we are putting it down to a video driver issue at the moment. The screen only seems to flicker when the mouse is moved though and then stops flickering when the mouse stops moving.
Hi @charlesc90
Sorry to hear this, but thank you for sharing. Does this happen all the time or just occasionally? Any pattern that you notice would help the team investigation.
I'm having this issue too. One user with a 3440x1440 monitor. It's a Dell OptiPlex Micro connected to an LG Ultrawide monitor with DisplayPort.
Thank you @MikeEdgerton, that is very helpful
I have one user out of 12 that I have this problem with. All of the users are using Dell Laptops. All are using an additional monitor. This user is using an LG monitor that has a 75 Hz refresh rate. All the rest of the users have a 60 Hz refresh rate monitors. The laptop's built in screen is a 60 Hz. refresh rate. I assumed it was a driver issue so we attempted to make it go away. It did not. We had her shut down the external monitor but the problem persisted. The final resolution came when we had her shut the clam shell on the laptop forcing everything over to the 75 Hz refresh rate. The problem disappeared. This may or may not help anyone else but we have been able to duplicate the issue with this high refresh rate monitor and work around the issue by simply forcing the client to use the higher refresh rate monitor. I believe this problem (for us) was the fact that we had two different refresh rates and the remote software didn't know how to handle that. Once it was a fed the higher of the two rates it had no issues.
Hi, we have received a few reports of this and other colours happening. At this time we do not know what causes it to so we have been working on a way to detect when it happens. If possible please try to record some details of when you experience it and share it here as it may help us identify a pattern and the cause.
I've seen that myself recently. Only one time, so I don't know if its random and rare, or specific to the machine I experienced it on (have only connected to it one time). It does seem to come/go based on mouse movement as noted above. The distortion shows up in the recording as well
@dstclair @SBrown42, I have only been able to locate one other report of this issue and unfortunately the customer was unable to work with our support team so we were unable to investigate. I'd like to gather as much information from you both as possible so we can get this escalated to the team, could you please gather the log files from the computers you have experienced this issue with and email them to gotoservice at logmein dot com? If you have a client that you experience this with frequently/every time, I would like to set up a time for one of our Reps to see it happen and gather details and video for the team to review.
Seems to be related to mouse movement. If we use the tried and trusted WIndows shortcut keys, the issue doesn't seem to occur.
We get this issue consistently on one particular end-user PC. Restarting the PC and/or GTR has no effect. No setting changes make any difference either.
It happens with unattended sessions. Steaming settings doesn't make a difference. Yes ending the session and starting a new one with the same computer happens. Even restarting Resolve it can still come back. It's very odd because its not consistent to any PCs it seems to be random.
Hi @dstclair and @SBrown42,
We have had the same issue on a couple of machines and not found a solution via GTR yet. Instead we use GTR to another machine on the same network and then RDP to the original machine. Not a great solution, but works.
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