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Title
Multiple screen feature is not working using remote control with ExpertAssist -
Description
When client computer has multiple displays connected, drop down list shows the different options but selecting any one shows same default display in remote control window. -
Cause
This is a known issue with mirror display driver showing incompatibilities with recent Operating Systems for viewing dual monitors, and has been reported as defect DAMS-2815. -
Resolution
WORKAROUND:
To be able to see the secondary display, the mirror driver must be disabled, to do this:
In the Desktop Authority Manager Console:- Edit the Remote Management element.
- In Advance tab uncheck the "Use mirror display driver" option.
- Save and replicate the element.
In the ExpertAssist remote session:
- Go to Preferences | Remote Control.
- Uncheck the "Use mirror display driver" option and click "Apply".
- Start the remote control session.
Notice: Disabling the mirror display driver will highly impact the communication performance, use this workaround only when it is absolutely necessary to see the secondary display.
STATUS:Issue fixed in version 10.1.0.1016. The latest version of Desktop Authority can be downloaded from our support portal download page.
A list of “Resolved Issues” is published in the product Release Notes accompanying new releases that can be referenced to identify if a fix for this defect has been implemented. Product Release Notes are available in the “Release notes and guides” area of our Support Portal.
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Defect ID
DAMS-2815