Screen blank does not work on secondary monitors

I have a host system with 4 screens that I have enabled Blank Screen on.  When my client connects, only Screen 1 blanks.

I've reinstalled the blank screen driver, and I've even installed the optional mirror driver, but only the main screen blanks.

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  • @Kurt,

    Here is a test tool, please help execute it and let us know the result:

    https://www.dropbox.com/s/f7idbxpbercpkse/testDPMS.exe?dl=0

    Steps:
    1. Download the tool on the 4-screens system.
    2. Execute the tool using administrative right.
    3. Wait for 10 seconds.
    4. Take a screenshot of the cmd window. (Execute the tool will bring up a cmd window.)
    5. Share us the screenshot, you can use a link or file a ticket and attach the screenshot.

    Thank you,
    Vans

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  • @Kurt,

    Thanks. According to the screenshot, it seems you didn't run the tool as an administrator. Can you right click on the tool, then select run as administrator then attach the result to us again?

    Thank you,
    Vans

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  • Oops

    LINK

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  • @Kurt,

    We are looking into this, will keep you updated.

    Two more questions:
    1. When using the tool, was it also one monitor turned off but not four?
    2. What is the computer name?

    Thank you,
    Vans

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  • Yes, I was remoted into the system when I ran the tool and only Monitor 1 was blanked.

    Just in case it matters, I just re-ran the tool while physically seated at the system so the Streamer was not in use.  Here's the screenshot

    Computer name is KRT-P50s

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  • Follow up...  Anything?

     

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  • Still nothing on this?

    wow...

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  • Kurt,

    Sorry to miss this thread. My colleague Vans will follow up with our dev team.

    Thanks,
    Phil

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  • @Kurt,

    I apologize for my delay in the response.

    We checked logs and test result from the testing tool but didn't find a clue why it didn't work on secondary monitors at this time. Logs and test result indicate that the driver was installed successfully, and we used DPMS to turn all monitors off.

    DPMS is the standard that most of the remote connect solutions use to turn off the screen, LogMeIn and TeamViewer use DPMS too.

    We recently also receive similar reports from different users, and we are collecting more info, see if it can help us address the cause:

    1. What are your monitors? The brand and model, etc.

    2. What ports do you use to connect these monitors to your system? HDMI, display ports, etc. Are they all using the same kind of interface?

    Thanks,
    Vans

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  • Sorry for the delay responding. 

    1. Integrated - Lenovo Thinkpad P50s @ 2880x1620
    2. DVI through docking station - LG 23EN43 @ 1080x1920
    3. DisplayPort through dock - Dome E4c @ 2560x1600
    4. USB - AOC e1649Fwu @ 1366x768

    Just verified that, with the latest Streamer 3.1.6.0, this is still happening and only Screen 1 blanks.

    All screens blank properly when the screensaver times out.

    Let me know if you need more information than that.

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  • Kurt,

    So it does not seem to be related to what kind of video port you are using. We are able to reproduce the issue using a dock, but if not with a dock there is no issue. Can you also try not use a dock?

    Thanks,
    Vans

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  • I can't test all 4 because of lack of ports, but I can test with all but #2.

    I'll try to get to this and tear apart the desk tonight

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  • I just found out that this was the case as well.

    I am using primary monitor on d port and secondary is an AOC via USB.

    Screen blank works on the primary, but does not blank the AOC.

    FWIW, my results with the test tool were the same as Kurt's.... (except, for two monitors instead of four.) 

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  • Thanks, Kurt, will wait for the update.

    Thanks for the testing, Nderose. So it is the AOC monitor that can't be blank, what is the brand and model of the worked monitor? If the AOC monitor is the only monitor connected to your device, will it work to be blank?

    At this time we are trying to collect as more info as we can, see if we can find some clues, or verify if this is a hardware dependency issue.

    Thanks for your help!
    Vans 

     

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  • "Thanks for the testing, Nderose. So it is the AOC monitor that can't be blank, what is the brand and model of the worked monitor? If the AOC monitor is the only monitor connected to your device, will it work to be blank?"

    The main monitor is a Dell P2213

    Even as the only connected monitor, the AOC cannot be blanked.... so I'm not sure if that's an issue of it being USB or due to the specific monitor.

     

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  • Nderose,

    Thanks for the help test the scenario, we tried our AOC monitor but didn't have the issue. What is your AOC monitor model? Is it a dvi-USB or d-sub-USB adapter you are using?adapter you are using?

    Thanks,
    Vans

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  • Model is e1659Fwu, and it uses dual-USB-A on the PC side and a single USB-A on the monitor side.

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  • Thanks, Nderose.

    I will collect the model info for the development team. 

    Vans

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  • @Kurt & Nderose,

    The engineering team found another possible cause, and would like to check if you are the same case.

    1. Is it Windows 10 creators update on the machine getting the issue? You can go to Control Panel / System / About to check the version, 1703 is creators update. 

    2. If it is Windows 10 creators update, please execute dxdiag.exe on the computer, go to Display 1 tab (and 2, and so on), check Drivers block on the right side and check the Driver Model. We found that there is an issue if the driver model is WDDM 2.2.

    Please help check, and let us know. Thank you!

    Vans

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  • Display 1 - WDDM 2.0

    Display 2 - WDDM 1.3

     

     

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  • Sorry I haven't posted back with the undocked test - I've gone in to do this a couple times, but I'll have to absolutely tear apart everything on and under my desk and I just haven't had to time to tackle it.  I'm glad there's another possibility.

    Yes, Windows 10 v1703

    1. WDDM 2.1
    2. WDDM 2.1
    3. WDDM 2.1
    4. WDDM 1.3

    Looks like the AOC is the same version for Nderose and me.

    Out of curiosity, what WDDM version is believed to be good?

     

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  • @Kurt & Nderose,

    Thanks for the help provide the info!

    It seems WDDM 2.2 is not the cause in your cases. We will keep looking into the issue. 

    It is WDDM 2.2. which we believe will get the issue, but should not have the issue with other versions.

    Thanks!
    Vans

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  • Finally pulled everything apart and bypassed the docking station.  I could only connect 1,4,2 at the same time without the dock.

    Same result.  Only #1 blanks when the system's connected to.

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  • Any additional news on this?

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  • @Kurt,

    Sorry but I don't have an update at this time. WDDM 2.2 is one of the confirmed cause of the issue, but it is not your case. We are still trying to figure out why there is the issue.

    Thanks,
    Vans

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  • Anything at all regarding this issue?

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  • Interesting.

    I really want to get to the bottom of this.  I just installed the free version of TeamViewer and had the same results.  Only Screen 1 blanks.

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  • @Kurt,

    Yes, most of the similar solutions (Teamviewer, Logmein) use the same standard DPMS to turn off the screen, this is the reason. It should be the monitor driver does not support DPMS.

    And sorry, there is not a solution at the time.

    Vans

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