HELP FILE

Blank screen? How to troubleshoot display issues

    Symptom

    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.
    Article last updated: 27 September, 2022