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Cannot Access Two Hosts. Other hosts connect without problems.

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Greenevelyne Hawkins, User (Posts: 1)

Dec 03, 2024 5:05:01 pm EST

Two of my hosts show as Online in the viewer. When I try to connect with Full Control or View Only, I see the world map and "Connection to [computer name]. Please wait". It stays on this screen. In the viewer the computer moves from Online to Logged on, but the world map still shows.
File Transfer works.

Viewer version: 7.6.2.0
Host version: 7.6.2.0
Both on Windows 10.

What can I try to connect to these two hosts. Been happening for two months.

Pauline, Support (Posts: 2887)

Dec 03, 2024 7:05:39 pm EST

Hello Greenevelyne,

Thank you for your message.

Please try enabling the Use legacy capture mode feature in the Host Settings -> Other Settings and see if this helps to resolve the issue. After enabling the feature, please make sure to restart Host to apply changes.

Let us know if this helps.

Benny Tucker, User (Posts: 38)

Dec 03, 2024 9:49:56 pm EST

Support level: Plus

Just curious, would either one or both hosts giving you problems, be a headless system, meaning the monitor is turned off or no monitor at all, or maybe a laptop with the lid closed?

Gee Hawkins, User (Posts: 2)

Dec 04, 2024 3:43:50 pm EST

Support level: Pro

Both are Acer laptops. The lid is up on one and closed on the other. However, both are attached via HDMI to televisions. Project is set to "Second Screen Only" on the Acer with the lid up and set to "Duplicate" on the Acer with the lid closed. It's been set up like this for years, though.

Edited:Gee Hawkins - Dec 04, 2024 3:53:47 pm EST

Pauline, Support (Posts: 2887)

Dec 04, 2024 4:26:55 pm EST

Hello Gee,

Thank you for your message.

Have you already tried enabling the Use legacy capture mode option for your Hosts? This usually helps to resolve similar issues.
If this does not work, you can also try plugging the HDMI cables out of at least one of the Hosts and if it works this way.

Let us know if this helps.

Gee Hawkins, User (Posts: 2)

Dec 04, 2024 5:19:37 pm EST

Support level: Pro

Pauline,
The Use legacy capture mode feature fixed the issue.
Thanks.

Pauline, Support (Posts: 2887)

Dec 05, 2024 11:23:32 am EST

Hello Gee,

I’m glad to hear we were able to help and it works for you now!

Please feel free to contact us again if you have any questions.

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