Client starts but remote stops working after first use (3 Viewers)

[mm1352000]

Once again we have the GPU and/or screen disconnecting and reconnecting at the time you specified:
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[2016-05-13 10:55:34,107] [Log ] [MPMain ] [DEBUG] - Main: WM_DEVICECHANGE (Event: DBT_DEVICEREMOVECOMPLETE)
[2016-05-13 10:55:34,121] [Log ] [MPMain ] [DEBUG] - Main: Device type is DBT_DEVTYP_DEVICEINTERFACE - Name: Intel(R) HD Graphics 5500
[2016-05-13 10:55:34,121] [Log ] [MPMain ] [INFO ] - Main: Video Device or Screen Intel(R) HD Graphics 5500 removed
[2016-05-13 10:55:34,137] [Log ] [MPMain ] [DEBUG] - GraphicContext: device video removed - Count 1
[2016-05-13 10:55:34,434] [Log ] [MPMain ] [DEBUG] - Main: WM_DISPLAYCHANGE
[2016-05-13 10:55:34,465] [Log ] [MPMain ] [DEBUG] - Main: WM_DEVICECHANGE (Event: DBT_DEVICEARRIVAL)
[2016-05-13 10:55:34,465] [Log ] [MPMain ] [DEBUG] - Main: Device type is DBT_DEVTYP_DEVICEINTERFACE - Name: Generic PnP Monitor
[2016-05-13 10:55:34,527] [Log ] [MPMain ] [DEBUG] - Main: WM_GETMINMAXINFO Start (MaxSize: 1920x1080 - MaxPostion: 0,0 - MinTrackSize: 2x2 - MaxTrackSize: 1932x1092)
[2016-05-13 10:55:34,543] [Log ] [MPMain ] [DEBUG] - Main: WM_GETMINMAXINFO End (MaxSize: 1920x1080 - MaxPostion: 0,0 - MinTrackSize: 1920x1080 - MaxTrackSize: 1920x1080)
[2016-05-13 10:55:34,543] [Log ] [MPMain ] [DEBUG] - Main: WM_DEVICECHANGE (Event: DBT_DEVICEARRIVAL)
[2016-05-13 10:55:34,543] [Log ] [MPMain ] [DEBUG] - Main: Device type is DBT_DEVTYP_DEVICEINTERFACE - Name: Generic PnP Monitor
[2016-05-13 10:55:34,613] [Log ] [MPMain ] [DEBUG] - Main: WM_DEVICECHANGE (Event: DBT_DEVICEARRIVAL)
[2016-05-13 10:55:34,613] [Log ] [MPMain ] [DEBUG] - Main: Device type is DBT_DEVTYP_DEVICEINTERFACE - Name: Generic PnP Monitor
[2016-05-13 10:55:34,628] [Log ] [MPMain ] [INFO ] - Main: Video Device or Screen Generic PnP Monitor connected
[2016-05-13 10:55:34,628] [Log ] [MPMain ] [DEBUG] - GraphicContext: device video connected - Count 2
[2016-05-13 10:55:34,628] [Log ] [MPMain ] [DEBUG] - Main: WM_DISPLAYCHANGE
[2016-05-13 10:55:34,649] [Log ] [MPMain ] [DEBUG] - Main: WM_DEVICECHANGE (Event: DBT_DEVNODES_CHANGED)
[2016-05-13 10:55:34,650] [Log ] [MPMain ] [DEBUG] - Main: WM_DEVICECHANGE (Event: DBT_DEVICEARRIVAL)
[2016-05-13 10:55:34,650] [Log ] [MPMain ] [DEBUG] - Main: Device type is DBT_DEVTYP_DEVICEINTERFACE - Name: Intel(R) HD Graphics 5500
[2016-05-13 10:55:34,665] [Log ] [MPMain ] [INFO ] - Main: Video Device or Screen Intel(R) HD Graphics 5500 connected
[2016-05-13 10:55:34,665] [Log ] [MPMain ] [DEBUG] - GraphicContext: device video connected - Count 3
[2016-05-13 10:55:34,681] [Log ] [MPMain ] [DEBUG] - Main: WM_DISPLAYCHANGE
[2016-05-13 10:55:34,728] [Log ] [MPMain ] [DEBUG] - Main: WM_DEVICECHANGE (Event: DBT_DEVNODES_CHANGED)[/collapse]

This is starting to look like a pattern.

Are the system specifications in your forum profile up-to-date?
I suspect they're not because the log file references "Intel(R) HD Graphics 5500", but your forum profile system specifications say that your Surface Pro 3 has a Core i7-4650U... which has HD Graphics 5000.
So, please check/update them.

Please also check that you're running the latest drivers for your GPU. The log file says you're running driver version 20.19.15.4331, which appears to be an NUC graphics driver from December 2015. There may well be updates since then.

 

[Anthony Vaughan]

This problem is happening on a Dell Latitude E7250 and it's graphics driver is an Intel HD graphics 5500.

I think I'll try moving the configuration back to the local settings for this machine and see whether that effects things. Possibly this whole issue is a consequence of trying to have common settings for different client machines - meaning I'll have to keep custom settings backed up and apply them separately for each machine when performing upgrades.

Tony

 

[mm1352000]

I think I'll try moving the configuration back to the local settings for this machine and see whether that effects things.

Sure, feel free to try that. However at this stage I doubt it will make a difference because the clues point in another direction. Like I said in my previous reply, my recommendation would be to make sure you've installed the latest GPU driver... and if the problem keeps happening, keep providing log files so we can confirm the pattern.

 

[Anthony Vaughan]

Okay. I've updated the CPU driver to 20.19.15.44444 - the latest beta.

I've returned the configuration to remote configuration as I had another event with local configuration - but before I updated the driver.

I'll let you know how it goes with the new driver.

Tony

 

[Anthony Vaughan]

Here's the latest log of the same issue but after I updated the CPU driver to the latest.

Hope this helps.

Tony

 

[mm1352000]

Would I be right to guess that the problem happened at about 11:59?

If yes, we've once again got the same symptoms happening:
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[2016-05-19 11:58:29,444] [Log ] [MPMain ] [DEBUG] - Main: WM_DEVICECHANGE (Event: DBT_DEVNODES_CHANGED)
[2016-05-19 11:58:29,647] [Log ] [FileSystemManager Thread] [DEBUG] - FileSystemWatchManagerThread : updating watchers
[2016-05-19 11:58:29,647] [Log ] [FileSystemManager Thread] [DEBUG] - FileLookUpCacheThread items : 403
[2016-05-19 11:59:03,960] [Log ] [MPMain ] [DEBUG] - Main: WM_DEVICECHANGE (Event: DBT_DEVICEARRIVAL)
[2016-05-19 11:59:03,975] [Log ] [MPMain ] [DEBUG] - Main: Device type is DBT_DEVTYP_DEVICEINTERFACE - Name: Intel(R) HD Graphics 5500
[2016-05-19 11:59:03,975] [Log ] [MPMain ] [INFO ] - Main: Video Device or Screen Intel(R) HD Graphics 5500 connected
[2016-05-19 11:59:03,991] [Log ] [MPMain ] [DEBUG] - GraphicContext: device video connected - Count 3
[2016-05-19 11:59:04,006] [Log ] [MPMain ] [DEBUG] - Main: WM_DISPLAYCHANGE
[2016-05-19 11:59:04,303] [Log ] [MPMain ] [DEBUG] - Main: WM_DISPLAYCHANGE
[2016-05-19 11:59:04,381] [Log ] [MPMain ] [DEBUG] - Main: WM_DEVICECHANGE (Event: DBT_DEVICEARRIVAL)
[2016-05-19 11:59:04,397] [Log ] [MPMain ] [DEBUG] - Main: Device type is DBT_DEVTYP_DEVICEINTERFACE - Name: Generic PnP Monitor
[2016-05-19 11:59:04,413] [Log ] [MPMain ] [DEBUG] - Main: WM_GETMINMAXINFO Start (MaxSize: 2880x1620 - MaxPostion: 0,0 - MinTrackSize: 2x2 - MaxTrackSize: 2894x1634)
[2016-05-19 11:59:04,428] [Log ] [MPMain ] [DEBUG] - Main: WM_GETMINMAXINFO End (MaxSize: 2880x1620 - MaxPostion: 0,0 - MinTrackSize: 2880x1620 - MaxTrackSize: 2880x1620)
[2016-05-19 11:59:04,428] [Log ] [MPMain ] [DEBUG] - Main: WM_DEVICECHANGE (Event: DBT_DEVICEARRIVAL)
[2016-05-19 11:59:04,444] [Log ] [MPMain ] [DEBUG] - Main: Device type is DBT_DEVTYP_DEVICEINTERFACE - Name: Generic PnP Monitor
[2016-05-19 11:59:04,500] [Log ] [MPMain ] [DEBUG] - Main: WM_DEVICECHANGE (Event: DBT_DEVICEARRIVAL)
[2016-05-19 11:59:04,500] [Log ] [MPMain ] [DEBUG] - Main: Device type is DBT_DEVTYP_DEVICEINTERFACE - Name: Generic PnP Monitor
[2016-05-19 11:59:04,516] [Log ] [MPMain ] [INFO ] - Main: Video Device or Screen Generic PnP Monitor connected
[2016-05-19 11:59:04,516] [Log ] [MPMain ] [DEBUG] - GraphicContext: device video connected - Count 4
[2016-05-19 11:59:04,516] [Log ] [MPMain ] [DEBUG] - Main: WM_DISPLAYCHANGE
[2016-05-19 11:59:04,531] [Log ] [MPMain ] [DEBUG] - Main: WM_DEVICECHANGE (Event: DBT_DEVICEREMOVECOMPLETE)
[2016-05-19 11:59:04,531] [Log ] [MPMain ] [DEBUG] - Main: Device type is DBT_DEVTYP_DEVICEINTERFACE - Name: Intel(R) HD Graphics 5500
[2016-05-19 11:59:04,547] [Log ] [MPMain ] [INFO ] - Main: Video Device or Screen Intel(R) HD Graphics 5500 removed
[2016-05-19 11:59:04,547] [Log ] [MPMain ] [DEBUG] - GraphicContext: device video removed - Count 3
[2016-05-19 11:59:04,562] [Log ] [MPMain ] [DEBUG] - Main: WM_DEVICECHANGE (Event: DBT_DEVNODES_CHANGED)
[2016-05-19 11:59:04,609] [Log ] [MPMain ] [DEBUG] - Main: WM_DEVICECHANGE (Event: DBT_DEVNODES_CHANGED)[/collapse]

If you use ALT + TAB to ensure MP has focus, does the remote not start working again?
(In other words, I'm wondering if the reason the remote "stops working" is simply that MP doesn't receive the remote commands because it doesn't have focus.)

In connection with that question: is this problem happening on system boot, system resume, or at some other time?
If it's on boot or resume, have you considered delaying MP startup? (setting here)
Hardware, drivers, other processes etc. may just need a little more time to settle...

 

[Anthony Vaughan]

Yes, the problem happened around 11:59.

It was my guess that the remote-click response was failing because two MP windows were open and focus was being lost to the splash screen. I'll try moving focus to the main screen the next time this happens, although I think I tried that some time ago without luck. Up till now, I have been closing MP and opening it again to ensure that I don't get the problem.

This problem has only happened when the machine is booted up this first time. I don't have MP setup to start automatically, though MP is set to use MPTray. I usually start MP when I think that all of the start-up apps have finished loading. I was thinking that some other process might have been interrupting MP's processing thus preventing the splash screen from closing. Therefore, I think your suggestion about delaying MP start-up makes sense to me.

I'll let you know what happens when I make those changes.

Tony

 

[Anthony Vaughan]

After setting the start-up setting to 30 seconds and two days without the problem, yesterday MP froze on start-up. Here's the log file and I think the time is around 11:11, or just after.

I am wondering whether the problem might be to do with screen resolution. The Latitude E7250 has a default resolution of 1366 * 768. This particular laptop has a HDMI connection to a SONY STR-H820 amplifier (with pass-through enabled) and then to a SONY television with 1080 resolution. When I turn on the amplifier and the television, the laptop's resolution changes to 1920 * 1080 (recommended).

Sometimes, the MP screens display with the standard resolution - easily readable at a distance. On other occasions the screen resolution is very high and quite difficult to read from a distance. I notice that the log sometimes shows:

WM_GETMINMAXINFO Start (MaxSize: 2902x1642 - MaxPostion: -11,-11 - MinTrackSize: 198x56 - MaxTrackSize: 2894x1634)

On other occasions the log shows:

WM_GETMINMAXINFO Start (MaxSize: 1936x1096 - MaxPostion: -8,-8 - MinTrackSize: 136x39 - MaxTrackSize: 1932x1092)

The trouble is that MP starts up okay with the very high resolution, but I suspect that the problem occurs most often when the log resolution is very high.

Does this make any sense to you? What I don't understand is why the resolution cab different when I haven't made any configuration changes between one day and another.

Hope this helps.

Tony

 

[mm1352000]

Here's the log file and I think the time is around 11:11, or just after.

Same thing again:
[2016-05-23 11:14:16,897] [Log ] [MPMain ] [DEBUG] - Main: WM_DISPLAYCHANGE
[2016-05-23 11:14:16,976] [Log ] [MPMain ] [DEBUG] - Main: WM_DEVICECHANGE (Event: DBT_DEVICEARRIVAL)
[2016-05-23 11:14:16,991] [Log ] [MPMain ] [DEBUG] - Main: Device type is DBT_DEVTYP_DEVICEINTERFACE - Name: Intel(R) HD Graphics 5500
...

It's clearly something to do with the GPU, display or HDMI.

I am wondering whether the problem might be to do with screen resolution...

It could be related. I did notice the different resolutions previously, but then I noticed that the problem seemed to occur regardless.

Log 1: (IMHO doesn't show the problem.)
Log 2: 2880x1620
Log 3: 1920x1080
Log 4: 2880x1620

With only 3 samples, I'm not in a good position to say whether the problem occurs more with any particular resolution.

Are you turning on the AVR and TV before or after you turn on the laptop?

What "mode" of video output do you have the laptop setup to use?
To be clear, I'm confused about how a 2880x1620 resolution is even possible if the laptop's screen is only 1366x768. Note that I assume the 1920x1080 resolution is the TV's screen's resolution and in that "mode" the laptop screen would be disused/black. However the 2880x1620 is a mystery. Could it reflect a "spanned mode" configuration where the desktop etc. is displayed across both the laptop's screen and the TV?

What I don't understand is why the resolution cab different when I haven't made any configuration changes between one day and another.

Maybe you're not aware of it, but something must be behind the difference.

 

[Anthony Vaughan]

I usually turn on the TV, then the laptop, then the amp. I have tried turning on the laptop, then the TV and amp and got the same result.

I am also confused by the 2880x1620 resolution and have no idea where that is coming from.

The 1920x1080 resolution is what the laptop's resolution changes to when the amp is turned on; this happens automatically. The 'display screen settings', in Windows 10, reflects this and the 'Multiple displays' option is set to 'Duplicate these displays'.

Is this what you mean my "mode" of video?

I can try changing the order of switching things on again to see whether I can clear things up. Is there a preferred or for turning things on?

Tony