Why do I see a black/green screen on my tablet/phone?

According to the reports we've received from users, the "black screen" issue could be caused by the following reasons.  If any of these situations pertains to you, please try the related suggestions to solve them.

I.  Splashtop Streamer

1.  Mac OS X 10.7.0 (Lion) or above will cause your tablet or phone to get a blank screen when you are playing video using an Apple DVD Player.

Solution:  Since this issue would need to be fixed by Apple and we currently can't do anything about it, we suggest that you please use another Player like VLC instead.

2.  nVidia GeForce Graphic card with Splashtop Streamer for Windows (Win 7, 8/8.1, and 10).

Solution:  Please disable the GeForce optimization to see if there's any difference.

a.  Execute regedit.exe on the computer with the streamer installed.
b.  Double-click on it to execute it.  (This step may trigger a confirm dialog box by the system; click Yes to execute if it pops up.)
c.  Search registry key "EnableNvFBC". Then change the value of the key to "0".
d.  Exit Splashtop Streamer by right-clicking on the icon in the System tray.  Then launch the Streamer again from the Start menu.  (Re-booting the computer can produce the same effect.)
e.  Try to connect again and see if the "black screen" issue is gone.

3.  Intel Sandy Bridge graphic card with Splashtop Streamer for Windows.

Solution:  If you are using this display chip and get a black (or half green) screen, please find or add a new registry key from:  \HKEY_CURRENT_USER\Software\Splashtop Inc.\Splashtop Remote Server\EnableIQSV  and set it to 0, then restart the Splashtop Streamer.  This will fix the black screen issue on client devices.

(Download the attached EnableIQSV.reg_  file and rename it to be .reg file by deleting the underscore at the end of the name.  Then double-clicking it can automatically add this key.)

4.  Playing movies with various types of media players like Windows Media Player, VLC... app on Windows isn't using the proper settings while playing a movie.

Solution:  Please see this link for more info.

5.  Connects to a Win7 that is installed on a Mac Mini (via bootcamp) without any monitor attached (headless).

Solution:  Our engineering is working on fixing this issue.  A temporary workaround is to hook up a monitor to the Mac Mini.

6.   If there is some software named "Rapport," or other Rapport-like software installed on your computer for the same purpose (to protect the website contents from being captured),  you may see a black area within the Internet browser (not a full black screen).  This means the contents you are browsing are protected, and not able to be captured, nor capable of being "streamed."  In this case, you do have some options available you can try:

a.  Enable nVidia GeForce optimization if your display card is nVidia and supports this optimization.
b.  Browse another URL that's not listed in the Trusteer web page.

c.  Remove Rapport (or the Rapport-like software) from your computer.

 

II.  Splashtop Client

1.  Sometimes just closing the app and then re-opening the app can easily solve this black screen issue.
2.  Android v4.x + Splashtop for Android HD client v2.x may get a black screen on the tablet.

Solution:  Enable option "Run in Compatible mode."  You can find this option at  Settings --> General Preferences --> Run in Compatible mode.

3.  ViewSonic tablet with Android v3.x

Please note that the only version of ROM that we tested with ViewSonic was 2.x  which is officially supported by Splashtop Remote and should not produce the black screen issue.  If you use ViewSonic with an Android3.x customized ROM, any black screen issue may need to be fixed by ViewSonic.

 

III.  Others

  • Using Splashtop Streamer for Windows with RDP session:  If you first connected your computer via RDP, and then connected via Splashtop Remote Desktop, both the Streamer and RDP can successfully co-exist. However, if you minimize the RDP session, Splashtop Remote Desktop will get a black screen.

Solution:  Restore the RDP session again.

Have more questions? Submit a request

62 Comments

  • 0
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    Jmfletch

    I am having the blank screen problem on iPad Pro connecting to an Alienware 17 with an Nvidia GeForce GTX 1070. EnableNvFBC Is set to 0 already and blank screen driver is not installed.  Still getting blank screen on iPad.

  • 0
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    Be4562007

    same issue, here is my request, someone please help.

     

    https://support-splashtoppersonal.splashtop.com/hc/en-us/requests/96472

     

  • 0
    Avatar
    vans.huang

    @Be4562007,

    Do you also have a NV graphic on the computer getting only the black screen? If that is the case, please use below link to download beta version of the streamer and install it on the target computer you remotely connect to:

    https://www.dropbox.com/s/x1o2sh5rnlaqhxj/Splashtop_Streamer_Windows_general_v3.1.3.6_beta_NV.exe?dl=0

    If the issue is still there, please help click open log folder button under the advanced tab in the streamer UI to collect logs, then send logs to us.

    Thank you.

    Splashtop
    Vans

     

  • 0
    Avatar
    vans.huang

    @Jimfletch,

    Please help collect logs, you can click the open log folder under the advanced tab in the streamer to collect logs. Thank you.

    Splashtop
    Vans

  • 0
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    Jmfletch

    Submitted files in a new support request as was unable to send here in post.


    Joe

  • 0
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    Jmfletch

    New request ticket is 96666

     

  • 0
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    Jmfletch

    Anyone out there? It 's been 5 days with no response.

     

  • 0
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    vans.huang

    @Jimfletch,

    Sorry for the late response.

    It seems the NV optimization is still enabled on your device. Please download the reg_ file using below link:

    https://www.dropbox.com/s/477sdb01vyu8kgf/EnableNvFBC.reg_?dl=0

    Rename the downloaded file to EnableNvFBC.reg, then execute it using administrative right, then it should work.

  • 0
    Avatar
    Jmfletch

    Ran the EnableNvFBC.reg and still get a black screen in my iPad.  Eating up the year on Streaming.

    EnableNvFBC is set to 0  iPad still has black screen

     

  • 0
    Avatar
    Jmfletch
    1. It is over a month and still not response.   EnableNvFBC is set to 0 in all three locations I still get a blank screen on iPad Pro,
  • 0
    Avatar
    vans.huang

    @Jmfletch,

    Sorry for the late response.

    Please try this beta version streamer and see if it helps:

    https://www.dropbox.com/s/r2d0jat47na6mdq/Splashtop_Streamer_Windows_general_v3.1.5.0_beta_NV.exe?dl=0

  • 0
    Avatar
    Jmfletch

    Installed the beta with the same result......blank screen on the IPad

     

     

  • 0
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    Flavioflu2882

    Same problem with me. Black screen in both, my Iphone 6s and my Ipad

  • 0
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    vans.huang

    @Jim,

    We replied to your ticket.

     

    @Flavioflu2882,

    Please execute regedit.exe on the computer with the streamer installed, search registry key "EnableNvFBC" then set the value to 0. It should help.

  • 0
    Avatar
    Daniel

    Hello, i just buy a S8 + 2 weeks ago and everything amazing.  And today i try to connect and now appear the black screen in my celphone.   I can hear everything and the mouse is moving in the computer too... but i cant see anything.

     

    Already change the value to zero.

    Already download that beta link

     

    but nothing.

  • 0
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    vans.huang

    @Contrax,

    Is it the 32bits or 64bits OS on your computer?

  • 0
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    jack.scarle

    I'm having problems that I get a black screen when I connect my computer to my iPad with 2048x1536 resolution

  • 0
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    vans.huang

    @Jack,

    Is it an iPad 3 or 4 you have? If that is the case, then it is currently a known issue. Please let me know and I will report to the development team.

    Thank,
    Vans

  • 0
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    jack.scarle

    I have an iPad 4.

  • 0
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    Psclegg

    Black screen here, too, on my iPad 4th generation, worked fine until the latest update.  Needs to be fixed quickly, please.  No problems with my iPhone.  Connecting to an iMac running the latest beta version.

    Edited by Psclegg
  • 0
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    Jochen_werner

    Having troubles since the latest app update, too. I can only see a black screen on my ipad. Everything worked perfectly for years but the latest update brought a bug. I have a 2560x1080 resolution on my win7 pc. I set the EnableNvFBC to 0, too, but it did not help. How to fix this?

  • 0
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    Daniel

    I fix it reinstalling everything in my laptop and celphone.

  • 0
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    vans.huang

    @Jack & Psclegg,

    This currently is a known issue using iPad 3 and 4. Please use best fit resolution option in the app to establish a remote session as a workaround. The dev team is working on fixing the issue.

    @Jochen_werner,

    Do you also use an iPad 3 or 4?

     

    Thanks,
    Vans

  • 0
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    Daniel

    LOL, again black screen wtf...

  • 0
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    Charles_85

    I don't understand why in this day and age that you pay for a service yet when something goes wrong you have to go out of your way to fix it.

  • 0
    Avatar
    vans.huang

    @Contrax & Charles_85,

    If you are still experiencing any similar issues, please let me know. I will collect logs and work with the team to address the cause and fix it.

    Thanks,
    Vans

  • 0
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    Jj816

    All of a sudden I am getting a blank screen on my ipad 3.  However, it is connecting and I can see on the desktop that if I tough the screen it is controlling it.  please help!

  • 0
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    Cortburris

    I'm having the same issue as jj816. I have an iPad 3 (first retina iPad) and when I log in, I only see a black screen. Mouse control works in both trackpad mode and the other. And I can also hear audio from the server on the iPad. Tried reinstalling both client and server software to no avail. Still works just fine from my Samsung s6 and two windows clients.

  • 0
    Avatar
    Cortburris

    I'm having the same issue as jj816. I have an iPad 3 (first retina iPad) and when I log in, I only see a black screen. Mouse control works in both trackpad mode and the other. And I can also hear audio from the server on the iPad. Tried reinstalling both client and server software to no avail. Still works just fine from my Samsung s6 and two windows clients. 

     

    Edit: server is Ryzen 1700 and rx480 running Windows 10

  • 1
    Avatar
    lee

    Non of these suggestions worked.

    windows 10 home 64 bit Nvidia GT720 v 399.10

    ipad 2 iOS 9.3.5

    SPplashtop for iOS version 2.7.6.1

    you have killed what used to work fine on my ipad2 !  This is a crucial point, it all worked fine till you screwed with the client ! 

     

     Only the mouse and keyboard works in the spalshtop client on iPad, but no screen

     

    it used to work fine ! dont you test these things thoroughly before you release on the App Store ! how long before you fix it ? I see no way to roll back the app client in the iPad !

    im livid ! And rightly so. 

    I have the latest Nvidia drivers

    i tried each reg file individually and rebooted each time, didn't help

    i also tried to enable the blank screen option and disable

    i also tried the mirror driver, didn't help

    NOw what?

    Edited by lee
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