Why do I get "Failed to initialize video device" when using the Windows client app?

The "Failed to initialize video device" error message is usually related to the DirectX driver or display driver, and only happens on the Windows client app.  Please try the following suggestions when this message displays.

1.  Verify that DirectX has been installed properly and that Direct3D is enabled, or you could just re-install it to make sure.  This is especially good advice when the Direct3D is not available or disabled.

On your computer, click Windows Start Menu --> Search -> enter dxdiag.exe to open the DirectX Diagnostic Tool.  Click the Display tab shown below, and check to see if Direct3D is enabled. 

D3D.png


2.  Update your display driver and restart the computer.  This is also a possible solution especially for those display cards with acceleration features.


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4 Comments

  • 0
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    Ilesher

    My Direct3D is enabled. Next idea???

  • 0
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    Vans.Huang

    @Ilesher,

    Please also update the display driver then try again. If it still does not work, we also replied to your ticket to collect more info.

    Thanks,
    Vans

  • 0
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    Ilesher

    I updated video driver to the latest recommended AMD driver and still have the same results trying to connect Splashtop. :(

  • 0
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    Vans.Huang

    @Ilesher,

    I checked your ticket, the Windows update resolved the issue. Thanks for your update!

    Thanks,
    Vans

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