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Georgiy
Active Contributor

Double cursor

After updating LogMeIn to version 4.1.0.14344 (LogMeIn host - Mar 12 2021 17:10). We have started to get complaints from users.

The only workaround that I found is when changing display Color from HD to regular, but it slows the connection, The Windows user interface works with a delay. So, we need the HD mode.

IMG_20210323_131447~2.jpgIMG_20210323_131341.jpgCapture.PNGCapture1.PNG

Environment: 

 - Vmware ESXi VM

- OS Win10 with the latest updates at this moment

- Latest VMWare tools

- LogMeIn host 4.1.0.14344 

- LogMeIn client 1.3.5214

76 REPLIES 76
AshC
GoTo Moderator

@intjohnny  I apologize for the lost time spent troubleshooting this one. 

The build referenced in the solution of this thread (and soon to be fully released to all accounts) does not require any changes to the virtual display adaptor.  Please let us know if you come across any issues with this new build in a separate thread.  

 

Thank you. 


Ash is a member of the GoTo Community Care Team.

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bullzeyes23
Active Contributor

@intjohnny  I feel your pain as we are also having the same issue. I have tested the "test build" dual cursor is fixed and blank screen works on my computer. But if you uninstalled or disabled the LMI virtual display, you do have to totally uninstall the LMI host and restart. Then install the "test build" as usual and restart again. I works for me with these steps.

 

But if you uninstall or disabled the LMI virtual display  before, re-installing LMI with the test build will only fixed the dual cursor but the blank screen won't work, unless you did the steps above. My manager prefer we wait for the final build and manually do the steps above for the rest of our computers. Everyday, i walk around our office to make sure everyone's monitors is turn off. Good thing is that most of our users work from home for now.  Another solution for us is to get the "headless DP ghost display" available in amazon.  Take away the monitors of our long term work from home users and let them connect from home via Logmein.

Telelink-Gar
New Contributor

AshC, we have clients urgently waiting on this as well, so please let us know when it has been pushed out. The double-cursors only occur when the screen is blanked, and it makes things very confusing since the cursors are not synced and moving the local one shows the other trailing and you never know which one is the right one until you stop and wait for the remote cursor to catch up.

AshC
GoTo Moderator

@Telelink-Gar  If your Host PCs are not registering the upgrade by next week let me know so we can check the account itself. 


Ash is a member of the GoTo Community Care Team.

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CETECHNOLOGY
New Contributor

Worked perfect for me.

 

Thanks

bullzeyes23
Active Contributor

Hi @AshC 

 

We disabled the Logmein virtual display driver to fix the dual cursor issue when we upgraded our windows 10 build to 20H2 but blank screens stopped working.

 

If you guys have the latest Logmein build that fixing the dual cursor issue and blank screens, will the Logmein Virtual display driver get enabled automatically? so that dual cursor and blank screens will work again?

I am hoping you can give me an answer for this. I was pressured to get an alternated remote solution comapring Logmein as this issue have been going on without solution for quite sometimes now. A few maangement have pressured me to review Teamviewer instead. That will create for task for me if they were going for that solution. I am hoping we can still keep Logmein.

 

Thanks

AshC
GoTo Moderator

@bullzeyes23  If you disabled the driver yourself, then you may need to perform a re-install of the endpoint or re-enable the driver manually going through the regular upgrade process. 


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bullzeyes23
Active Contributor

@AshC  Thank you for your confirmation. Is the final build available now for me to download and manually do the uninstall and re-install with the new final build?

AshC
GoTo Moderator

@bullzeyes23  Yes, it should be the standard build for all accounts. 


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mebuser
New Contributor

Solution worked!  Thanks!!!