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Viewer install not working in Win10  


loubon
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I have installed and uninstalled several times but when I launch the viewer it seems to open but the blue window immediately closes.  It is as if the app didn't fully install.

Any suggestions?

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spacedesk Lea
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Hi @loubon,
Is it the windows viewer app from Microsoft Store?
Could you please run dxdiag.exe on your Windows 10 secondary machine, click "Save All Information", then attach the output file (dxdiag.txt) on your next reply.
PS: Attach option should be visible on your side after your second post.

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loubon
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I didn't see a File Attach option.  Here is probably the info you needed.

---------------
Diagnostics
---------------

Windows Error Reporting:
+++ WER0 +++:
Fault bucket 1268430904715445912, type 5
Event Name: MoAppCrash
Response: Not available
Cab Id: 0

Problem signature:
P1: datronicsoft.spacedesk_0.0.17.0_x64__aa4z72nd5cmx4
P2: praid:App
P3: 0.0.0.0
P4: 6001585f
P5: combase.dll
P6: 10.0.19041.329
P7: 2dc62b62
P8: 887a0005
P9: 0000000000082cee
P10: 


+++ WER1 +++:
Fault bucket , type 0
Event Name: MoAppCrash
Response: Not available
Cab Id: 0

Problem signature:
P1: datronicsoft.spacedesk_0.0.17.0_x64__aa4z72nd5cmx4
P2: praid:App
P3: 0.0.0.0
P4: 6001585f
P5: combase.dll
P6: 10.0.19041.329
P7: 2dc62b62
P8: 887a0005
P9: 0000000000082cee
P10: 


+++ WER2 +++:
Fault bucket 1268430904715445912, type 5
Event Name: MoAppCrash
Response: Not available
Cab Id: 0

Problem signature:
P1: datronicsoft.spacedesk_0.0.17.0_x64__aa4z72nd5cmx4
P2: praid:App
P3: 0.0.0.0
P4: 6001585f
P5: combase.dll
P6: 10.0.19041.329
P7: 2dc62b62
P8: 887a0005
P9: 0000000000082cee
P10: 


+++ WER3 +++:
Fault bucket 1213968357831314619, type 5
Event Name: POFContextAppCrash
Response: Not available
Cab Id: 0

Problem signature:
P1: datronicsoft.spacedesk_0.0.17.0_x64__aa4z72nd5cmx4
P2: praid:App
P3: 0.0.17.0
P4: 0x887a0005
P5: a59f7c65a31845942442f4b545090092
P6: 
P7: 
P8: 
P9: 
P10: 


+++ WER4 +++:
Fault bucket , type 0
Event Name: MoAppCrash
Response: Not available
Cab Id: 0

Problem signature:
P1: datronicsoft.spacedesk_0.0.17.0_x64__aa4z72nd5cmx4
P2: praid:App
P3: 0.0.0.0
P4: 6001585f
P5: combase.dll
P6: 10.0.19041.329
P7: 2dc62b62
P8: 887a0005
P9: 0000000000082cee
P10: 

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loubon
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here is the file

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loubon
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And yes it is the viewer from the MS Store.

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spacedesk Lea
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Hi @loubon,
Thanks for sending your dxdiag info.
Based on your dxdiag you have an old Intel graphics adapter which only supports Direct3D 9.
We are not sure yet if this is a possible reason for the issue.
Can you try the following:
- download DebugView app here: https://docs.microsoft.com/en-us/sysinternals/downloads/debugview
- run the DbgView.exe as administrator, make sure that on Capture tab, "Capture Win32" is checked.
- try to run the spacedesk Viewer app (UWP) then check if various "SA[xxxx:xxxx]..." traces on debugview screen.
- if there are traces please save the log as .txt file and send it to us.

 

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loubon
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When I try to run it I get two lines on the display.

xxxxx [xxx]  D3D11 Removing Device

xxxxx [xxx]  D3D11 Removing Device

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loubon
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That is when I run the Viewer I get those two lines in DebugView.

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spacedesk Lea
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Hi @loubon,
Thanks for the info.
Our spacedesk Viewer app (UWP) uses D3D11 device and it seems crashing.

Can you quickly try the spacedesk Windows 7 Viewer app v0.9.30 on our website too?
You can still install it and run on Windows 10, then let us know if you get the same trace on debug view.

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loubon
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It runs fine and I am getting a  viewer screen that is connected to my primary PC.

Now I need to look at the instructions on how to make it work!

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loubon
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So your Driver for the Primary machine shows the connection.  When I co to System, Display settings It doesn't detect another display.

Getting closer!

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loubon
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So your Driver for the Primary machine shows the connection.  When I co to System, Display settings It doesn't detect another display.

Getting closer!

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loubon
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So it shows two displays in the Display Settings.  And when I go to Advanced Display settings it shows Wired Display 2: connected to spacedesk graphics adapter.

It seems like it should work, but I cant get anything to appear on the second display.  Not the mouse or moving a window to it.

 

Any suggestions?

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spacedesk Lea
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Hi @loubon,
Which viewer app did you connect?
Is it the Windows 7 Viewer app?
Is it black screen only on the viewer?

Can you also check in the spacedesk SERVER window (just click the spacedesk tray icon) then click the "Network Connections (remote)" tab if the desktop status shows attached or detached.

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loubon
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Yes it is the Win 7 viewer. Black only window. 

Desktop status is attached (extend).

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spacedesk Lea
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Hi @loubon,
Could you please run the debugview.exe as administrator again while Windows 7 Viewer is connected with black screen?
Then check if there are SA [xxxx:xxxx] traces..

PS: try to run first the debug view app then run the Windows 7 viewer and connect.

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loubon
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Here you go.  first log is just with running the viewer.

Second one was after the viewed was connected to the Driver on the local machine.

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loubon
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Here are the files.

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loubon
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first file

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spacedesk Lea
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Hi @loubon,
Thanks for sending the logs.
The black screen issue is probably caused by a failed D3D10CreateDeviceAndSwapChain since your graphics adapter on your secondary machine only supports DirectX 9.
For now, the only option is to use the HTML5 viewer. Just open a web browser (e.g. Google Chrome) then go to http://viewer.spacedesk.net/ and connect to your primary machine's IP address.

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loubon
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Connected up via HTML5 viewer.  Shows it is attached (extended)  but I can't move my mouse or anything onto the secondary screen.

Maybe the problem is with my Primary machine?

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spacedesk Lea
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Hi @loubon,
Maybe the secondary display is on the opposite side of your main monitor display?
Maybe you are trying to move a mouse or window in a wrong direction?
Can you open the display settings window on your primary machine, click the "Identify" button and check if the display ID number will show up on the HTML5 viewer screen and also check the position of secondary display.

Or maybe network connection is slow?
Is spacedesk connected over wired/wireless network?

By the way, HTML5 viewer is slower compared to native viewer apps due to technical limitation of HTML5/Javascript.

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loubon
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Unless the display setting has it reversed  I am moving the mouse is the right direction. 

 

I tried with another PC using wireless and I get the same result.  When I hit identify I only get the numbered box 1 on my primary machine. Box 2 doesn't show on the secondary viewed even though both sides say it is connected.

This is frustrating.  My network is fairly good.  But it isn't working at all, not just slow.

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spacedesk Lea
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Hi @loubon,
Thanks for verifying.
To further analyze this issue, please download the spacedesk diagnostic script here, then extract it.
https://www.dropbox.com/s/ilm5em35h0ygsfm/2020_spacedeskDiagnosticTool.zip?dl=0

Inside you will find spacedeskDiagnosticTool.cmd, just right-click it then run as administrator.
Run this on your primary machine.
This script will start a debug view app to capture spacedesk debug traces.
On step 5 it will prompt you to reproduce the issue (by connecting the viewer app and wait for the issue to happen), make sure to do this before pressing any key to continue.
After the script is done, a folder will be created on the same folder as the script file which contains various log files that we need for analysis.
Please right-click it -> Send to -> Compressed (zipped) folder, then attach the *.zip file on your next reply.

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loubon
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Running it as Admin.  in Step 1 I get 7 errors - Access is denied.

 

Is says press any key to continue and the program ends.

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spacedesk Lea
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Hi @loubon,
Do you have Administrator access on your current user account on primary machine?

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loubon
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Yes!

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spacedesk Lea
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Hi @loubon,

Posted by: @loubon

Running it as Admin.  in Step 1 I get 7 errors - Access is denied.

Can you send me a screenshot of this?

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loubon
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got it to run.  not sure why it worked.  Here is the zip file!

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spacedesk Lea
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Hi @loubon,
Thanks for sending the log files.
Based on the log file, spacedesk server is failing on D3D11CreateDevice with DXGI_ERROR_UNSUPPORTED. This is due to old GPU (DirectX 9) - Intel(R) Q965/Q963 Express Chipset Family (Microsoft Corporation - WDDM 1.1) of your primary machine.
This issue needs further discussion with the development team .
We will get back to you as soon as we have a possible solution for this problem.

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