Screen Blanking not working after Windows 10 2004

I am so sorry! Apparently we have logging disabled in our deployment policy, the field LMI Control Panel is blank and there are no logs in the default location 😞 

Everyone, if you can, pls send your logs to Ash so that they can get us out of this.

Pavla

I tried the update in the client from the icon bar.  It says that I "will be notified when it is ready to be installed."  I have tried a couple of times in the past hour and nothing has happened.

I downloaded the .msi package from the logmein website. I installed it on a pc that wasnt screen blanking before and it worked. However, I was unable to update the host software by clicking on check for updates. 

Also the cusor is delayed, but someone mentioned changing the color quality from HD to standard and that worked good. Now, is this an official release by logmein? I guess i'll wait until they say something before updating eveyone else.  

Ash,

We have tested the latest release and confirmed that the screen does in fact blank out. Can you confirm what the solution is for the mouse lag that is now experienced when the screen is blanked?

It seems that adjusting the color quality from HD is the current work around. However this change is not retained for the next login.

Thanks fro confirming the fix ITDEPT87

I'll check with the 'mouse lag' reports to see if this is already known.

Thanks Ash for confirming the update for us! 

Screen blank works fine but when I check that box it takes me down to 1 monitor. I have 3 at work and it removes two of them. What is the fix for this

OD1  Can you say how the additional monitors are physically attached to the Host PC? 

What operating system is this machine running?

I am having the same issue with one computer (that I know of right now). There are TWO physical monitors attached, but both monitors remain disable. I have attached a picture. What's odd is the ONE active monitor is not even one of the two displays, the two disconnected displays are the Dell monitors attached. This is clearly a bug with LogMeIn.

I can confirm that the second I turn off screen blanking, both screens appear as normal.

This computer is on Windows 10 Pro 2004.

I concur, the mouse lag and general sluggishness of the graphics took a huge nosedive.  Clicking the start menu, you can watch it draw upward bit by bit.

Setting the color quality to the lowest reduces it to at least usable for me, however it's extremely noticeable and pretty much product-breaking when quality is set any higher.

AshC When I start a new session, the screen blanking is working. If I disconnect and re-connect, the screen blanking is also functional.

If I start a new session ... then logoff (without disconnecting) ... and then re-login ... the screen blanking IS NOT working.

Do you have this bug logged? Is there an ETA on it's fix?

Thanks.

I've seen various threads for this issue but no one has found a fix. Has anyone found a fix for this issue?

The computer with the issue is having issues where screen blanking still isn't working. Similar to the problems to what was mentioned raiderrcr, the computer has 2 monitors plugged in but when connecting on via LogMeIn, it displays 4 monitors not just the 2 that are actually plugged in. LogMeIn is on the latest update.

ThomasTechnical  Multiple monitor recognition is a problem we recently identified after resolving screen-blanking abilities.  I believe this has to do with the way some monitor cords and / or virtual display sticks are being interpreted. 

You can follow this separate issue on this thread: https://community.logmein.com/t5/LogMeIn-Pro-Discussions/Problems-recognizing-multiple-monitors-from-Host-PC/m-p/260950#U260950

AshCAny updates regarding the mouse trailing issue and slow page refresh when using HD Color Quality?

Thanks for your patience as we look into the cause of this behavior.

For anyone experiencing this problem currently, you can help further our investigation by sending affected Host PC log files to 'gotoservice@logmein.com'.

I'm happy to send a log file as we have the laggy mouse issue, where is this file? I don't see a link in the control panel

AshC, location of the logs please?

Our update - we too have the 4 monitors issue and the lagging cursor issue. In addition, we have resolution issue. When I remote to a laptop with not external monitor, I only see a small window 1920x1080 on my 1920x1200 monitor. The only available resolutions are "Match resolution" and "1920x1080", and "Match resolution can not be selected". So there is really only one resolution available.

We figured out that going to Device Manager and disabling the "Logmein Virtual Display Adapter" under Display Adapters solves many of the problems, but it also removes the blanking again. And there is no easy way to re-enable it, I had to reinstall LMI to do further testing.

The lag and refresh rate are pretty much unbearable for remote support, never mind for users trying to work from home and be productive.

Happy to help any way we can because this has been a real obstacle for too long. I appreciate how painful this experience must have been for the LMI team and wonder what sort of partnership there really is with Microsoft if a bomb like that was dropped with no warning. But, LMI is a BIG company, focus everyone on this issue instead of coming up with new "nice to have" features. We need the base  product to work, then we can enjoy the cherries on the top. 

Thank you,

Pavla

swigco

Here is an updated process for locating Host and Client logs: https://support.logmeininc.com/central/help/how-to-view-logmein-event-log-files-central-t-host-preferences-log 

We would be interested in the dates where physically attached monitors are not being recognized by LMI, as well as any change in reaction time for things like screen drawing, keyboard strokes, and mouse clicks.

ASH Can you provide an update regarding the mouse trailing issue when the screen is blanked?

Peers:

There was some talk after the last update regarding the loss of remote file drop capabilities. I have been able to drag/drop files between remote sessions without an issue for a couple of weeks now. This seems to be resolved.

Ellem89  If the screen blanking function isn't working properly there, can you tell us which OS version is in use on the Host PC?  

What type of display is hooked up to the Host, and through which connection / port? 

AshCany updates on the mouse trailing. Seems that degrading the color quality is the only workaround. This is not ideal with slower response time/page refresh.

Ellem,

Here's my findings on the issue

I think that's not logmein's problem, I think it's autodesk's. I discovered this issue a year ago when we went full remote.

https://revitforum.org/showthread.php/43013-Revit-No-Monitor-LogMeIn-model-does-not-show

I tried the little dongles (display emulators), they worked for a while, but some windows upgrade killed the ability to resize a window. The best I can come up with while this ridiculous problem persists is to put some  tracing paper affixed with drafting dots over the screen