1 2 Previous Next 24 Replies Latest reply on Jul 31, 2018 12:57 AM by Kamil_Z

    Smudges on still images

    Michał

      Hi, we have problem illustrated on photo. Smudges shows up after few minutes and disappears when user move cursor. What can cause this?unite.jpg

      Additional info:

      - Unite version: 3.2.82.42

      - enterprise mode (server in VM)

      - no additional plugins

      - hub hardware: NUC7I5DNK2E with firmware up to date

      - hub OS: Windows 10 Pro 1709 with drivers and Windows Update up to date

      - client connected via ethernet cable (no WiFi)

        • 1. Re: Smudges on still images
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Thank you very much for taking the time to reach the Intel® Communities Team, Michał.

          For me to perform a deeper research and understand better this behavior I would like to know if this happens with different clients or with one in specific. Furthermore, is this error shown in a specific application or this will happen on any other application. Additionally, please make sure your Hub is having the latest graphics drivers (4944). If not, please download the drivers by clicking here and use this guide to update them.


          Antony S.

          • 2. Re: Smudges on still images
            Michał

            Hi, after uninstalling driver (Uninstalling the Intel® Graphics Driver and Intel® Display HDMI/Audio... ) and restarting hub, Windows automatically installed latest version:

            driver.jpg

             

            This error happens with every tested client and is visible in MS Word and OneNote.

            • 3. Re: Smudges on still images
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Thank you very much for your reply and the information provided, Michał.

              I will perform a deeper research regarding this issue you are facing, once I have an update I will let you know.


              Antony S.

              • 4. Re: Smudges on still images
                Intel Corporation
                This message was posted on behalf of Intel Corporation

                Michał: Before I continue with my research, let me ask you: What happens with the NUC when running Word or OneNote while Intel Unite® is closed? Do this error occurs while Intel Unite® is closed? And, I would like to clarify, you have Intel Unite® Enterprise or Small Business? And the version is 3.2.82.42, am I correct?


                Antony S.

                • 5. Re: Smudges on still images
                  Michał

                  Antony, NUC itself doesn't have any apps installed (only Intel Unite Hub app). Problem is visible on hub when Word or OneNote is running on remote client machine. When Unite is closed and therefore no clients are connected, NUC acts ok. When client runs these apps locally, everything is also ok.

                   

                  It's Unite Enterprise, version 3.2.82.42

                  • 6. Re: Smudges on still images
                    Intel Corporation
                    This message was posted on behalf of Intel Corporation

                    Thank you very much for your response, Michał. I will be back to you as soon as possible.


                    Antony S.

                    • 7. Re: Smudges on still images
                      Intel Corporation
                      This message was posted on behalf of Intel Corporation

                      Hi Michal,
                      Does this occur when you use "Present Application" as well as when you use "Present Screen" from the client?  Also, are all the clients you are seeing this happen with running Windows?
                      Thanks,
                      Stan A

                      • 8. Re: Smudges on still images
                        Intel Corporation
                        This message was posted on behalf of Intel Corporation

                        Hi Michal,

                        I am following up to see if you still need assistance with this issue.  If so, please provide the information requested in the previous post.

                        Thanks,
                        Stan A.

                        • 9. Re: Smudges on still images
                          Michał

                          Hi, sorry for the delay. Problem occurs only with "Present Screen" option and all the clients are running Windows.

                          Thanks

                          • 10. Re: Smudges on still images
                            Intel Corporation
                            This message was posted on behalf of Intel Corporation

                            Hi Michal,
                            You mentioned that the problem happens when clients are sharing MS Word and Onenote.  Does the issue happen when other applications are being shared or just those two?
                            Also, could you post a picture of the hub when the screen looks normal?  If you could also include a DxDiag report for the hub that would be helpful.

                            Thanks,
                            Stan A.

                            • 11. Re: Smudges on still images
                              Michał

                              Hi,

                              The problem was also observed in Excel and Internet Explorer - presumably also in other applications.

                              DxDiag output attached, unfortunately picture is not available at the moment - I'm not on site.

                              • 12. Re: Smudges on still images
                                Michael_M

                                Dear Michal and Intel Unite Support Team,

                                 

                                we experience the same issue with blurry images when using full screen presentations.

                                We noticed it when using RDP sessions or attending WebEx Meetings (not with the Unite WebEx Plugin, a client connects to the WebEx and shares the screen to a hub).

                                 

                                But according to the thread this is more likely an issue with using full screen than specific applications during the sharing session.

                                 

                                If there is something we can share to find the cause and fix it, please let me know.

                                 

                                Best regards,

                                Michael

                                 

                                15 Hubs based on DELL OptiPlex 7040

                                ~350 potential clients

                                • 13. Re: Smudges on still images
                                  Intel Corporation
                                  This message was posted on behalf of Intel Corporation

                                  Hi Micheal,

                                  First thing to check: is the hub video driver updated to the latest version (also the clients)?  

                                  Can you tell us what type of display is attached to the hub (projector, monitor, etc.) and the model information?  Also, how is the display connected to the hub (HDMI cable, video adapter, etc.)?

                                  Thanks,
                                  Stan A.

                                  • 14. Re: Smudges on still images
                                    Michael_M

                                    Hi Stan,

                                     

                                    as we are aware of that because of previous problems with Unite and Display Drivers this was the first thing which was checked.

                                    The drivers are the latest ones available for the devices by DELL for the hub and the clients.

                                     

                                    Our hubs are connected to their displays with HDMI and use 1080p resolution. The hardware we use are DELL 72" PID, Crestron 72" Touch Displays (Touch not used currently on the hub) and LG projectors.

                                    The problem happens on all devices, no matter which manufacturer.

                                     

                                    All hubs have been reinstalled in February with the Windows 10 build 1709 and are fully patched up to today.

                                     

                                    We have enabled logging on all clients and hubs and captured one occurrence of a client disconnecting unexpectedly from the hub as well as freezed images not continuing for ~20s but the logs are not very helpful: "User disconnected it self. If disconnect action was not initiated, this may be caused due to a closed socket exception"

                                     

                                    Full log is available if required.

                                     

                                    Is the provided information helpful?

                                     

                                    Any help is much appreciated.

                                     

                                    Michael

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