[spacedesk Nicole]

Hi @Bulkhead,

Did the client fail to reconnect to the host, either manually or automatic?
Did you try to toggle OFF-ON the spacedesk status on our spacedesk Driver Console (found in the tray app or can be searched on the host machine), then reconnect the client?

Our latest spacedesk Driver BETA v1.0.41 has a new handling of disconnection issues. Have you tried this version?

[spacedesk Nicole]

Hi @nsyirah12,

Please refer to the Troubleshooting chapter of our documentation and check the topic, “Cannot discover Primary Machine” (https://www.spacedesk.net/user-manual/#item_490). If this does not help, please try to switch the network profile to Private.

[spacedesk Nicole]

Hi @daveighka,

We had few connection issues when McAfee firewall is installed on the machine.
Could you please check if it helps to add spacedesk into McAfee’s firewall settings?
Open your McAfee Firewall settings, click Ports and System Services then click the Add button.
System Service Name: spacedeskService
Local TCP/IP Ports: 28252
Local UDP Ports: 28252

For reference, please see https://www.spacedesk.net/wp-content/uploads/2022/04/McAfeeFirewallSettings-spacedesk.jpg.

• This reply was modified 3 days ago by spacedesk Nicole.

[spacedesk Nicole]

Hi @thingyman,

Thank you very much for the log files.

It seemed that you have vSpatial Remote Desktop Utility installed on your machine.
For now, spacedesk and vSpatial cannot coexist.

• This reply was modified 3 days, 1 hour ago by spacedesk Nicole.
• This reply was modified 3 days, 1 hour ago by spacedesk Nicole.

[spacedesk Nicole]

Hi @christian-knoll,

Thank you very much for the log files.
Can you please try our latest driver version 1.0.30?

If the problem still persists, please run the diagnostics again.
(To get the complete logs, please download Debug View first if it is not available before switching Diagnostics Collection to ON.)

[spacedesk Nicole]

Hi @helik,

Is the laptop running Windows on ARM?
If the answer is yes, then spacedesk does not support it.

[spacedesk Nicole]

Hi @bigbugx,

You can set a different custom resolution in the Resolution setting of the viewer app
either by choosing from drop-down menu pre-defined resolutions or you can manually enter it.

[spacedesk Nicole]

Hi @brimston,

In the Viewer settings -> Remote control,
did you set the Mouse output as emulated touch and/or Touch output as touch?
Didn’t it show the message box (screenshot attached) to take control of the primary machine upon touching the screen?

Attachments:

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[spacedesk Nicole]

Hi @jesus-arias,

Please open the Device Manager of your primary machine.
Select View tab then Devices by connection.
Check if there are any spacedesk devices left particulary spacedesk virtual HID Device.
If there is, expand spacedesk virtual HID Device and uninstall its child devices first (right click -> Uninstall) then uninstall spacedesk virtual HID Device.

Attachments:

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[spacedesk Nicole]

Hi @christian-knoll,

Did you notice any spacedesk error bubble message notification on your primary machine?

For further analysis, please send us the diagnostic logs for this issue:
– open the spacedesk Console window app by clicking the spacedesk tray icon on your task bar’s notification area
– click the Diagnostics on the left side panel
– if Debug View is not available, please click the download button first
– switch Diagnostic Collection ON
– connect your viewer app and reproduce the issue
– switch Diagnostic Collection OFF
– click Save All Information button
PS: Saving all information will take a few seconds, then please send us the whole folder which contains all the diagnostic logs collected.
Please right-click the folder -> Send to -> Compressed (zipped) folder, then attach the *.zip file on your next reply.

[spacedesk Nicole]

Hi @attilio,

For further analysis, please send us the diagnostic logs for this issue:
– open the spacedesk Console window app by clicking the spacedesk tray icon on your task bar’s notification area
– click the Diagnostics on the left side panel
– if Debug View is not available, please click the download button first
– switch Diagnostic Collection ON
– connect your viewer app and reproduce the issue
– switch Diagnostic Collection OFF
– click Save All Information button
PS: Saving all information will take a few seconds, then please send us the whole folder which contains all the diagnostic logs collected.
Please right-click the folder -> Send to -> Compressed (zipped) folder, then attach the *.zip file on your next reply.

[spacedesk Nicole]

Hi @jesus-arias,

Please manually uninstall the spacedesk components.
Please follow the steps from our user manual, Manual Uninstall (Troubleshooting Only).
Then, proceed with updating to the latest version.

[spacedesk Nicole]

Hi @jesus-arias,

Please try to manually uninstall the spacedesk components.
Please follow the steps from our user manual, Manual Uninstall (Troubleshooting Only).
Then, proceed with updating to the latest version.

In case the problem still persists, please send us the following for further analysis:
– run dxdiag.exe on your primary machine, click “Save all information” and send us the output file
– spacedeskSetup.log file located in C:\Users\Public
– setupapi.dev.log file located in C:\Windows\INF

Please save all requested files in one folder, then right-click -> Send to -> Compressed (zipped) folder, then attach the *.zip file on your next reply.

[spacedesk Nicole]

Hi @holzerinho,

Thank you very much for the files.
We will let you know once we released a new version with a potential fix.

[spacedesk Nicole]

Hi @tcoyle,

For further analysis, please send us the following:
– run dxdiag.exe on your primary machine, click “Save all information” and send us the output file
– spacedeskSetup.log file located in C:\Users\Public
– setupapi.dev.log file located in C:\Windows\INF

Please save all requested files in one folder, then right-click -> Send to -> Compressed (zipped) folder, then attach the *.zip file on your next reply.

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