Multiple screens
I tend to have issues when using Instant Housecall and the client has multiple screens. Is there a way to have it work more like Team Viewer and begin the session on the main display, and from there I can either switch displays, see both at the same time, etc. Typically with multiple displays, the session presents a lot of lag, I'll click and while the customer says the window is up, I'm still waiting for the refresh to occur. Even after I've clicked refresh, I still have to wait. Once the customer unplugs the second display, the session goes smoothly and there is no delay.
Frederick
shared this idea
Thanks for reaching out and for the suggestion!
I suspect the issue you’re running into is this:
http://instanthousecall.uservoice.com/knowledgebase/articles/315995-some-dual-monitor-pcs-require-manual-refresh
It is a known issue.
In cases where your Customer has multiple monitors and the monitors are not in sequential order, there is a known issue that causes screen update lag. The KB article above provides a bit more detail. The workaround, as you’ve discovered, is to either disable the secondary monitor or alternatively, to put them into sequential order.
You can review all known issues at instanthousecall.uservoice.com.
If that’s not the issue you’re experiencing with multiple monitors, please update this issue to let us know.
6 comments
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Thanks for the suggestion. I'll add it to the list.
Please try updating your Customer's Webroot definitions -- it should be whitelisted now. If the problem persists, reach out again and we'll have another conversation with Webroot to see what's going on. :)
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Frederick
commented
Sorry for not responding sooner. Yes, these clients have been running Web Root, though it didn't appear to be blocking it, but it could have been killing some of its operations.
I'd still like a split screen feature however to isolate to one screen, if possible.
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We have received confirmation from Webroot that Instant Housecall has been whitelisted. Definitions should arrive on your customers' PCs within the next 5 days.
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@Frederick,
Is your customer using Webroot? I'm reaching out to them -- there appears to be conflict with their Realtime-Shield. -
Thanks for the info. Could we schedule a time to look at this with you on a machine that you can replicate it on? We're not able to replicate it on this end. Please open a ticket by clicking "Contact support" on the right side of the page with a time that is convenient for you.
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Frederick
commented
Yes and no. Even if the screens are in sequential order, I'm having to do a manual refresh and waiting for it to produce the change (sometimes it takes minutes). Most of the time it is with Windows 8/8.1 systems.