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April 19th, 2022 00:00
Black Screen on non-primary monitors.
Good Morning All,
We're currently working with Dell support on this issue, but I wondered if anyone else had come across it?
In our Horizon VDI environment (Horizon Agent 7.13), a handful of users have reported issues where their non-primary monitors would often go black. They could still see the mouse cursor on their non-primary monitor, and we know their VM still detects these displays (if we remote assist, we can even see the displays as normal).
Wyse Model: 5070
ThinOS Version: 9.1.4234 // BIOS Version: 1.12.0 // Horizon Client Version: 2106.8.3.0.18251983.5
The non-primary monitors go black when the user has been away for some time, i.e. lunch or after a meeting. So presumably it's linked to the monitors going to sleep etc. But it also happens on logging into a Wyse 5070, i.e. going through the process of entering in credentials, choosing which VM to connect to.
To resolve, you can just tap the power button on the front of the Wyse terminal to disconnect and then reconnect again.
The primary monitor is absolutely fine.
For those impacted users, switching to ThinOS Version: 9.1.6108 // BIOS Version: 1.15.1 // Horizon Client Version: 2111.8.4.0.18957622.6 appears to have resolved the problem, i.e. those users have reported no further black screens.
Anyone seen this behaviour?
DELL-Scott H
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879 Posts
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April 19th, 2022 05:00
Upgrading to the latest firmware and Horizon client would have been my first suggestion. There were known issues addressed in the latest Horizon client build.
I am glad to hear it appears to have resolved your issues.
jcloredo
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5 Posts
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February 9th, 2023 14:00
We are currently running into this issue. something strange I saw in the logs, is that the time on the client is changing right before the issue occurs. other than that, i'm at a loss.
Wyse Model: Optiplex 3000s
ThinOS Version: 9.3.2102 | BIOS: 1.2.0 | Horizon Client version: 2206.8.6.0.20094634.1
have you had any more issues with this?
AtWrk
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February 12th, 2023 16:00
We are seeing this too. Only on devices using PCOIP, not on BLAST.
pelofske
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March 8th, 2023 08:00
We're seeing it too on some of our 5070's running Win 10 Enterprise LTSC. Just need to disconnect the secondary monitor from the back of the thin client and reconnect to get the monitor to pop back up again. Saw this forum post on iGel that points to the intel sound card waking from a low power state causing a slight bit of EMF that can knock some monitors offline: https://archives.igelcommunity.com/screen-briefly-black-out-and-comes-back-running-horizon-client-on-igel-os-1105100-and-1105112/
to disable the power saving mode just need to set the keys in the following reg entry to zero:
Computer\HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{4d36e96c-e325-11ce-bfc1-08002be10318}\0000\PowerSettings
don't know if the sound card is the root of the problem but have had it happen on at least a dozen 5070's at this point and no one has come up with a better idea.
Magic_so
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February 18th, 2025 15:37
we've just renewed our fleet with dell optilex 3000s, several people with 3 screens, and lost one of the screens while working. the wyse crashed and had to be restarted, it's the only way. We have the latest firmware in 9.x and bios. Up to date for jabra and cisco packets, and latest version for vmware 7.3.
Support can't see anything in the logs at the moment.
The vdi are in w10 ltsc 22h2.