Windows Remote Assistance - Distorted
Hi, We recently purchased 40 HP ProBook 4530s machines, when remote assisting (msra.exe) to them the picture is greyscale and very distorted (see attached image). The mouse input remains accurate (clicking the bottom left of the remote assistance window launches the start menu). However the picture remains distorted even when moving windows etc... We have tried updating the drivers for Graphics, LAN, WLAN and Chipset thinking that it was the actual image, or the NIC sending the picture incorrectly. The only solution we have found is that changing the resolution down and back up solves the issue temporarily (from 1366 x 768 to anything, then back to 1366 x 768). Once you disconnect from the client and re-initiate a connection the distortion returns. Many thanks, Simon Roberts
September 27th, 2011 7:40am

Hi, Did you install the hotfix in the following KB article? Remote desktop is not displayed in Full-Screen mode when the screen resolution is 1366× 768 pixels in Windows 7 or in Windows Server 2008 R2 Regards, Sabrina TechNet Subscriber Support in forum If you have any feedback on our support, please contact tnmff@microsoft.com. This posting is provided "AS IS" with no warranties or guarantees, and confers no rights. |Please remember to click Mark as Answer on the post that helps you, and to click Unmark as Answer if a marked post does not actually answer your question. This can be beneficial to other community members reading the thread.
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September 27th, 2011 11:20pm

We have installed this hotfix and it has not made a difference. The picture remains the same. I did notice that this update only applies to MSTSC.exe, we are using MSRA.exe. If we set the resolution to something other than 1366 x 768 (1360 x 768 for example) THEN initiate remote assistance the picture is fine. This seems to be a problem with MSRA.exe and 1366 x 768 resolution. The only solution I have found online is to turn on "Full optimization" for the "Bandwidth optimization". However all of our machiens are on the LAN, and I prefer the full desktop experience when assisting users. http://deploywindows.info/2010/08/25/using-remote-assistance-in-1366x768/Many thanks, Simon Roberts
September 28th, 2011 5:29am

Can you please elaborate on which type of connection(s) does this happen - Easy Connect or on others too? Does this happen when you RA into a computer on another subnet or on the same subnet too? What is the native resolution of the screens (the one which initiates the RA and the target computer)? Please provide the required this information for us to be able to assist you further, thanks! Kunal D Mehta - a Windows Server Enthusiast | My first TechNet Wiki Article
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September 28th, 2011 9:34am

Kunal, We are using the "Advanced connection option for help desk" and targeting the PC by its DNS name. It does not make a difference if it is the same subnet or another subnet. The issue is always the same, noteably ONLY at 1366 x 768. Native resolution of the initiators tested are 1920 x 1080 and 1280 x 800 and the target computer has a native res of 1366 x 768. As mentioned in the previous post, any resolution other than 1366 x 768 and the MSRA is fine.Many thanks, Simon Roberts
September 28th, 2011 9:39am

Hi Simon, Thank you for clarifying the issue clearly. After research, I found this is a known issue with the 1366 resolution, happens in XP and Windows 7. Our related departments will work on it for Windows 7. Thank you for your understanding. Regards, Sabrina TechNet Subscriber Support in forum If you have any feedback on our support, please contact tnmff@microsoft.com. This posting is provided "AS IS" with no warranties or guarantees, and confers no rights. |Please remember to click Mark as Answer on the post that helps you, and to click Unmark as Answer if a marked post does not actually answer your question. This can be beneficial to other community members reading the thread.
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September 29th, 2011 12:56am

Sabrina, Many thanks for the update, would you be kind enough to update this post once a fix is available? Do you have a rough timeframe?Many thanks, Simon Roberts
September 29th, 2011 4:03am

Hi Simon, We will update the issue if there is any fix available. But I am not sure the detailed time frame now. Regards, Sabrina TechNet Subscriber Support in forum If you have any feedback on our support, please contact tnmff@microsoft.com.This posting is provided "AS IS" with no warranties or guarantees, and confers no rights. |Please remember to click Mark as Answer on the post that helps you, and to click Unmark as Answer if a marked post does not actually answer your question. This can be beneficial to other community members reading the thread.
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September 29th, 2011 11:29pm

Sabrina, Has these been an update on this issue? I am currently running our laptops on "Full Optmization" and desktops on "No Optimization" in order to resolve the issue, i would like to get all devices back to "No Optimization".Many thanks, Simon Roberts
December 2nd, 2011 7:29am

Hello Sabrina, I am also interested to know when the fix will be available. I have installed the KB on our Win7 32-bit test machine but the issue still persist. Currently I am lowering the resolution as a workaround. Would appreciate some heads up regarding this. Thank you.
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December 8th, 2011 3:33am

I tried this on the same machine, using a developer account but found no distortion when I tried the MSRA session. Is there anything in particular that could have limited the resolution via the MSRA?.
December 14th, 2011 10:51pm

i have same issue after installing the KB. msra distortion still there any a=have find a way to resolve it ? Thank
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March 2nd, 2012 11:52am

Sabrina, We also have this problem trying to assist any machines set to 1366 x 768. Any idea when there will be a fix??? Thanks.
March 9th, 2012 5:29pm

hi! we have this issue as well, any fix yet? thanks
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March 23rd, 2012 2:24pm

We have this issue also, verified on a Thinkpad x120e, windows 7 pro x64 running the native resolution of the display (1366x768).
March 26th, 2012 7:02pm

We also have this issue - it would appear alot more laptops are adopting this resolution as a standard. Microsoft, what is the estimated fix time for this exact problem? Surely 10 months on this modification must be in a change order system somewhere with SLA's and updates?! Thanks
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July 13th, 2012 2:45am

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