FAQ

Blank screen? How to troubleshoot display issues

Issue

Objective

Environment

Procedure

Answer

Symptoms

Follow these instructions to help resolve problems experienced while viewing video or while using DOS-based or graphic-intense applications during remote control. Typical problems include display black-out, host computer restart when initiating remote control, or loss of Windows Aero functionality after remote control. 

Cause

There are two common causes for this problem
•    Display accelerator issues
•    An invalid screen recording location is set

Action/Workaround 1: Turn off the display accelerator.

Note: Applies to Windows hosts only.

1. Access the host preferences: 
  • From the host computer, open the LogMeIn Control Panel and follow this path: Options > Preferences > General
  • From a client computer, connect to the host Main Menu and follow this path: Preferences > General
2. Under Remote Control > Performance, make sure that Use Display Accelerator is not selected.
3. Click  OK  or  Apply . 

Your settings are applied immediately to the host.

Action/Workaround 2: Check your screen recording location.

Note: Applies to Windows hosts only.
If Action/Workaround 1 does not resolve the problem, try this:
1. Access the host preferences: 
  • From the host computer, open the LogMeIn Control Panel and follow this path: Options > Preferences > Advanced
  • From a client computer, connect to the host Main Menu and follow this path: Preferences > Advanced
2. Under Screen Recording, confirm your screen recording location or simply disable the Screen Recording feature.
3. Click OK or Apply.
 

Cause

Resolution

Additional Information