Unsolved
This post is more than 5 years old
7 Posts
0
1922
August 3rd, 2015 20:00
After using for the 1st time, cannot reboot my Laptop, has blank screen or locked
After using for the 1st time, cannot reboot my Laptop, has blank screen or locked
I installed the latest free verision of PocketCloud remote on a HP Pavilion g4 laptop. Also followed all directions to install the app on my RAZR MAXX. Works fine first time through, I primarily used my phone to present a powerpoint presentation on my laptop. However,
once I disonnect from my phone and try to restart or re-boot my laptop, I have all types of problems and the laptop either has a blank screen or makes it to the desktop but is locked up. What is this issue? Do I have to re-build my desktop to restore my laptops functionality now to a date prior to the install? My laptop is useless at this point, help, I need it back!!! Is this a compatability issue with HP laptops?
Ground Claw
7 Posts
0
August 3rd, 2015 20:00
Any help at all is appreciated, would like to resolve this issue--thanks
Josh-2015
1.3K Posts
0
August 3rd, 2015 20:00
I have passed along the information to one of our developers and I am currently waiting on feedback from them.
I sent you a private message with details on capturing a log from the companion as well as your systems information. Please let me know.
Josh Maurer
Visit our Knowledge Base and Manuals web site at pocketcloudsupport.wyse.com
Josh-2015
1.3K Posts
0
August 3rd, 2015 20:00
My apologies for the delayed response and for the inconvenience this may be causing you. This is the first time I have ever heard of the companion causing a problem like this.
What version of Windows is your laptop using (Windows XP, Vista, 7, 8, Pro, Home, Ultimate, enterprise, etc)?
Were you using a manual or auto-discovered connection?
Have you tried doing a hard reset of your machine?
When the computer boots up, can you boot in safe mode to where you can uninstall the companion software?
Please let me know.
Josh Maurer
Visit our Knowledge Base and Manuals web site at pocketcloudsupport.wyse.com
Ground Claw
7 Posts
0
August 3rd, 2015 20:00
Thanks Josh, I am sending you a private email now.
Ground Claw
7 Posts
0
August 3rd, 2015 20:00
The laptop has Windows 7 64 bit
Auto-discovered
Have done multiple hard resets on the laptop as this is the only way I can recover the desktop. But the issue is, about every 2nd and 3rd time I hard reset the laptop, it hangs on boot up as either a blank screen or makes it to the desk top but when cursor is placed on any icons or status bar, it just spins and is inoperative.
Yes I used safe mode and uninstalled all pocketcloud software. The system is back to normal then with none of the symptoms mentioned.
Then I tried re-installing the software to see if there was something I did wrong the first time, but once installed again the same thing happens. The PocketCloud sessions work fine working from phone to control a powerpoint presentation on my laptop.
But again, once I disconnect the session, log out and unhook everything and shut down the laptop, then power up again, the same problem re-surfaces. Blank screeen upon bootup, then hard re-start, then boot up makes it to desktop but cursor spins and system is locked up, behaves as if it is waiting for something.
Thoughts? What is going on? I really like the features of the software, but obviously something is amiss.