Why do I get a black/blank window after I open a web browser during a remote session?

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Problem

It only shows a black/blank window after you open a web browser on the remote computer during a remote session.

Workaround

Please first make sure you're running Splashtop Streamer v3.0.8.2 or later.

  • Open the streamer UI
  • Go to the Advanced tab, scroll down to find the Install Mirror Driver button
  • Click the button to install
  • Reboot

 

Note:

  • Known affected browsers are: Google Chrome, Internet Explorer, Microsoft Edge
  • There are two limitations when using Mirror driver. Please click into the link for more details.
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Comments

  • Avatar
    obtrunco

    I get a black screen on the remote computer (Windows 10) 90% of the time. I've allowed the Streamer to have permission through the firewall and the anti-virus to no avail.

  • Avatar
    Support

    @obtrunco,

    Which version of the streamer and app do you use? Have you installed the mirror driver and still experience the issue?

    We might also need your help collect logs to address the cause. Please help file a ticket and our supporter will reply to you as soon as possible.

    Thanks,
    Vans

  • Avatar
    obtrunco

    It's the latest version of streamer.3.2.4.0

  • Avatar
    Support

    @obtrunco,

    Can you help reproduce the issue the send us logs? From the streamer, go to the advanced tab, scroll down to the bottom to click Send Debug Logs button.

    If possible, please also let me know the timestamp you experienced the issue so we can check it in logs.

    Thanks,
    Vans

  • Avatar
    obtrunco

    I already solved it but can still send you the logs if you want. The mirror driver seems to be incompatible with Windows 10 so when I removed it I was able to see the remote computer's screen consistently with every connection.

  • Avatar
    obtrunco

    The remote computer is the one with Windows 10.

  • Avatar
    Support

    @obtrunco,

    Yes, a log would definitely help, please help send them to us.

    Please also help clarify couple more questions below:
    1. Do you use an NV or AMD graphic on the remote computer getting the issue?
    2. Is the remote computer a headless system?

    Thanks!
    Vans

  • Avatar
    obtrunco

    Intel graphics and it's a Dell Laptop. Which log file do you want and where do I send it?

  • Avatar
    Support

    @obtrunco,

    Please help collect logs from the streamer: Open the streamer, go to the advanced tab, scroll down to the bottom to click Send Debug Logs button.

    Thanks,
    Vans