I can see in our records that you also have generated a ticket with our Contact Center.
We will keep you updated using the other case number (not this community) since we need more details and more testing and direct communication could be faster.
To follow up for anyone else who might run into the issue...
Please try these recommendations
Lower machine hardware acceleration (this shouldn't impact machine performance,
depending on the speed of the machine or the graphical intensity of the video)
or you can enable a different update method, instead of the VNC Mirror
To lower the computer's hardware acceleration:
Control Panel > Appearance and Personalization > Display > Change display settings > Advanced settings > Troubleshoot Option Greyed Out – Driver
did not allow for this.
If this doesn't work, try playing with the update method settings. Set the Update Method parameter (in VNC Server options, Expert tab) from 2, to 1. If
this doesn't work, try setting it to 0. No Update method parameter – update frequency was present but you could only change to 2 or 1. Default was 1 and it would not save any changes.
0 = Polling (Slower over low bandwidth, but will capture the entire
1 = VNC Hooks (Fairly efficient "all-round" update method, but may
miss certain GDI hooks in the framebuffer)
2 = VNC Mirror Driver (Extremely fast/efficient capture method, but may miss
certain video/3D related events).
* The VNC Mirror Driver should be in use where possible, to provide better
* For times when a 3D application/video cannot be remoted, reverting to VNC
Hooks will most likely provide updates, but the performance will be degraded.
Please let me know how it goes.
The solution which the client had said he tried but never really did…that resolved the situation is
Ally RealVNC:There are some cases with Windows 7 where the screen will blank out after the VNC session disconnects.
10:16Ally RealVNC:There's a workaround at the moment until we fix it in the next release
10:17Ally RealVNC:1. Navigate to HKLM/Software/RealVNC/vncserver in regedit. 2. Create a new string value called "_AgentArgs" (without quotes). 3. Set the value of this to "_ServerBlackScreenWorkAround=1" (without quotes). 4. Restart VNC Server if it's currently running.