Best practices for multimonitor / docking station GTMPC and video configuration?

The users at my company all have either two monitors connected to their computers' onboard graphics adapters via DisplayPort and HDMI (one of each), or else are using Lenovo laptops hooked up to docking stations that allow them to run two monitors while the laptop is shut. We've had a number of problems lately with users connecting to GTMPC and being informed that their system has four monitors, or in the case of the laptop users, getting 'protocol error (code: 0x112f)' and having their goto session terminated after a few seconds. Most of our users are running GTMPC 25.10.4334 and when they check for updates they get told they are up to date. One of the lenovo users is on GTMPC 26.1.4370.

Is there a best-practices configuration in terms of video drivers, video resolution, connectors, etc.? We'd like to be able to log on in the morning and not have to remote-restart people's computers to correct for issues with their video configuration vs. Gotomypc's video.

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GlennD

Hi @J.1, I have a support ticket open to have your account updated to a newer release of GoToMyPC and I've asked that they reach out to assist with the screen blanking issue as well.

J.1

Hi, Glen. We removed Gotomypc from the PC of the three-monitors-showing-but-only-two-connected-and-only-one-working user. We reinstalled it from an older download. Version 10.2.2695 showed two monitors in Display Settings, but only blanked the primary screen, and did not have the option of turning on a blanking feature. We removed version 10.2.2695, rebooted, logged into the Gotomypc.com web site, and chose 'add this computer'. The version of Gotomypc that installed was 2026.something. If I connected to the computer via a computer with only one display of its own, Display Settings showed that two monitors were installed, but I could not access the second monitor. Going to device manager did not show a virtual adapter for Gotomypc.

J.1

Sorry, meant to reply to you, not the original post:

Updating to a newer release would probably be helpful, especially since one of our desktop users is currently dealing with a persistent issue where GTMPC shows his machine having three monitors with only one working. His machine only has two physical monitors connected. I have pulled the Gotomypc logs for that user and can relay them by whatever means you prefer if it will help.

J.1

GlennD

Hi @J.1,

Things like Docking stations and KVM Switches can cause compatibility issues and are generally unsupported.
There is a known compatibility issue with Intel HD Graphics cards and the display port adapter. If you are using this model, we recommend that you use a different display adapter port on your computer's video card if possible.
'protocol error (code: 0x112f)' Does not appear to be a GoToMyPC specific error, I have found Windows Remote desktop users discussing the same issue. I will raise it will the team to get their thoughts.
I reviewed your Corporate account and it is currently set to No Upgrade. There have been a few releases since v25.10.4334, if you would like to update your users to a newer version I can help with setting that up

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