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New Contributor

Screen not blanking out on host

Recently, for no reason the host screen will not black out when selected in the preferences. I tried uninstalling gotomy pc and reinstalling but it did not fix the problem. Nothing had changed with the host to casue this to happen. Any suggestions?

Thanks

17 REPLIES 17
New Contributor

Re: Screen not blanking out on host

I am seeing a similar problem since upgrade to Windows 10 on multimonitor system (3 monitors).

Only the main screen blanks.   The other monitors do not blank.

 

LogMeIn Contributor

Re: Screen not blanking out on host

Hey folks, I apologize for the screen blanking problems.

 

We have a ticket up to resolve the issue in a future release.  As soon as I have more information I'll update this thread.

Active Contributor

AMD Radeon Graphics Software causes Screen Blanking Error

Starting about three or four months ago, when I upgraded my AMD Radeon graphics sofware (to Crimson I think, but can't recall exactly) I started to receve an error at the host computer when logging in remotely.  The error says "The screen on the remote computer is not blanked out.  This is because Screen Blanking Driver is not running.  Please restart the remote computer to fix this issue and reconnect".

 

Restaring the remote computer does not fix this error, it just comes back again.  Is this a known issue with the Radeon software, or is there something that can be done to work-around this?  

 

It has to be an issue with the AMD Radeon software.  I say this because I bought a new computer and it had an AMD Radeon 570 graphics card in it, and, at first I just let Windows load a default driver for the device.  With the default Windows driver running GoToMyPC connected with no screen blanking errors.  As soon as I upgraded the Windows driver to the official AMD driver with the extra software the error began.

 

I repeated this on two different computers with two different series of AMD cards.  Same result.  I have a third computer with a NVIDIA card and installing the manufacterer's software with that computer resulted in no screen blanking error.

 

Anyone else have this issue and/or know a way to fix it?  I have uninstalled and reinstalled GoToMyPC on the host computer and that didn't solve the problem.  Could it have to do with my antivirus or malware software (but if that is the case why did I not get the error prior the install of the AMD software).  Thanks in advance for any pointers or assistance.

LogMeIn Contributor

Re: AMD Radeon Graphics Software causes Screen Blanking Error

@larryincmh  I apologize for the recent screen blanking /driver conflict.  While we work on a permanent fix you may contact Customer Support to request a temporary software downgrade to restore screen blanking functionality.

Active Contributor

Re: AMD Radeon Graphics Software causes Screen Blanking Error

Hi Ash, 

 

Thank you for the response.  So, I am curious, did you go ahead and do the downgrade you mentioned to fix the screen blanking issue, or, was there an upgrade or fix that was pushed to me in the meantime?  As of today I am no longer getting the screen blanking error (but have not logged in to the remote computer while I am monitoring it to see if the screen truly does blank).

 

I checked and the version I am running is 10.2(2586).

 

I tried it twice to confirm, but, did not receive the error when remoting in.

 

Larry

LogMeIn Contributor

Re: AMD Radeon Graphics Software causes Screen Blanking Error

@larryincmh That is actually a newer build than I have currently so you may have received the patch already.  Please let us know if you're able to confirm the error has been resolved.

Active Contributor

Re: AMD Radeon Graphics Software causes Screen Blanking Error

Ash, I have logged in from a couple of different locations over the past two days and have not had the issue at all.  So......between AMD and their updates and the GoToMyPC updates it looks like I am functioning as expected.  Thanks for your help and have a nice day.  

New Contributor

Re: AMD Radeon Graphics Software causes Screen Blanking Error

I am still getting the error with build 10.2 (2586)  with AMD Radeon Pro WX 3100

Active Contributor

Re: AMD Radeon Graphics Software causes Screen Blanking Error

Eric,

 

I have tested mine a couple more times and it has gone away now.  I am not sure what happened or if someone did anything new.  I made sure that my Radeon software was fully updated, AMD did have some updates in the last week as I recall.  I do NOT generally install the beta versions of the AMD software.  I did just look at the driver for my RX 570 series and it says the driver date is 8/16/2019 and version 26.20.12028.2 not sure if that corresponds to your driver or not.  My GoToMyPC version number is the same as yours.