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‎04-27-2018 06:02 AM

HP Recommended
Operating System: Microsoft Windows 7 (64-bit)

Hi

HP remote graphics is creating bluescreens on the sender side. Usually it's upon the initial connection. We've had this issue since we started to use the software but not started to troubleshoot it until now. We've been using it since version 7.1 something. I've hoped that the patches should fix our problem but it has not. Now it has started to become a problem and I want it fixed as we really like the performance of HP RGS

 

This is the log on the sender when the crash ocours.

 

04-27-18 11:47:07 INFO  - ReceiverDetails::isMatchFound - allowing connection via subnetmasking to IP address xx.xx.xx.xx
04-27-18 11:47:07 INFO  - ReceiverDetails::isMatchFound - allowing connection via subnetmasking to IP address xx.xx.xx.xx
04-27-18 11:49:59 INFO  - #####################################################
04-27-18 11:49:59 INFO  - #
04-27-18 11:49:59 INFO  - # HP Remote Graphics Sender
04-27-18 11:49:59 INFO  - # Version: 7.4.0.13800
04-27-18 11:49:59 INFO  - # Build Date: Oct  5 2017
04-27-18 11:49:59 INFO  - # License Version Date: 2014.0401
04-27-18 11:49:59 INFO  - #
04-27-18 11:49:59 INFO  - #####################################################
04-27-18 11:49:59 INFO  - Model            : HP Z230 Tower Workstation
04-27-18 11:49:59 INFO  - Serial number    : XXXX
04-27-18 11:49:59 INFO  - BIOS UUID        : XXXX
04-27-18 11:49:59 INFO  - Number of Cores  : 8
04-27-18 11:49:59 INFO  - Is HP System     : 1
04-27-18 11:49:59 INFO  - Is VDI           : 0
04-27-18 11:49:59 INFO  - Is Blade         : 0
04-27-18 11:49:59 INFO  - Is WS Blade      : 0
04-27-18 11:49:59 INFO  - Is iLO Graphics  : 0
04-27-18 11:49:59 INFO  - Is iLO Enabled   : 0
04-27-18 11:49:59 INFO  - Is Touch Enabled : 0
04-27-18 11:49:59 INFO  - Is Tablet Mode   : 0
04-27-18 11:49:59 INFO  - Graphic Adapters : [ NVIDIA Quadro K620 ]
04-27-18 11:49:59 INFO  - OSVersionString  : Windows 7 (7601)
04-27-18 11:49:59 INFO  - Hostname         : XXXXXX
04-27-18 11:49:59 INFO  -   Rgsender session ID: 1, Active console session ID: 1
04-27-18 11:49:59 INFO  -   SessionId: 0, WinStationName: Services, State: Disconnected, Type: Console, is Locked: 0
04-27-18 11:49:59 INFO  -   SessionId: 1, WinStationName: Console, State: Connected, Type: Console, is Locked: 0
04-27-18 11:50:00 INFO  - WinSenderConsoleState::doActivate - ConsoleState object is activated!
04-27-18 11:50:00 INFO  -   - console state is: logged off, display unlocked, screensaver off, sessionId = 1
04-27-18 11:52:05 INFO  - ReceiverDetails::isMatchFound - allowing connection via subnetmasking to IP address xx.xx.xx.xx
04-27-18 11:52:05 INFO  - ReceiverDetails::isMatchFound - allowing connection via subnetmasking to IP address xx.xx.xx.xx
04-27-18 11:52:13 INFO  - WinSenderSecurityContext::authenticateUserDomainPassword: authentication succeeded!
04-27-18 11:52:13 INFO  - SenderSessionManager::getReceiverRgsVersionString - RGS Receiver version: 7.4.0.13800
04-27-18 11:52:13 INFO  - SenderAccessShm::setupSharedMem: Accessed shared memory mapping file RG_SENDER_ACCESS_SHM
04-27-18 11:52:13 INFO  - FlexLicenseBase::checkoutFeature() for RGS_Preload succeeded
04-27-18 11:52:13 INFO  - ModelValidator::validateModel() VENDOR_STRING is ZBook; Z8xx; Z6xx; Z4xx; Z2xx; Z1; 87xxw; 85xxw; 84xxw; HP Z; model is HP Z230 Tower Workstation
04-27-18 11:52:13 INFO  - VirtualDisplayHolder::resetVirtualDisplay: create Null virtual display, remove old virtual display
04-27-18 11:52:13 ERROR - GridLibrary::createNvFBCObject - Failed to create NvFBCObject type= 4612
04-27-18 11:52:13 INFO  - VirtualDisplayHolder::resetVirtualDisplay: create GPU (nVidiaComparitron) virtual display, remove old virtual display
04-27-18 11:52:13 INFO  - VirtualDisplayHolder::handleDisplayTransition - created GPU (nVidiaComparitron) virtual display
04-27-18 11:52:13 INFO  - PutImageSupportedCallback: Receiver supports putImageUpdate
04-27-18 11:52:13 INFO  - FeatureRegistration::FeatureRegistration no global registration file.
04-27-18 11:52:13 INFO  - FeatureRegistration::isFeatureRegistered: already registered.
04-27-18 11:52:13 INFO  - FeatureRegistration::isFeatureRegistered: already registered.
04-27-18 11:52:13 ERROR - GridLibrary::createNvFBCObject - Failed to create NvFBCObject type= 4612
04-27-18 11:52:13 ERROR - GridLibrary::createNvFBCObject - Failed to create NvFBCObject type= 5125
04-27-18 11:52:13 INFO  - DisplaysMatcherFactory::createDisplaysMatcher - Attempting to match the following resolutions and layouts:
04-27-18 11:52:13 INFO  - 	1920x1080 at (3840,0)
04-27-18 11:52:13 INFO  - 	1920x1080 at (0,0)
04-27-18 11:52:13 INFO  - 	1920x1080 at (1920,0)
04-27-18 11:52:13 INFO  - Using Windows Displays Matcher for resolution matching
04-27-18 11:52:13 ERROR - VirtualDisplayHolder::setDisplays: unable to set the displays to new values!
04-27-18 11:52:13 ERROR - SenderDisplayImpl::setDisplays: Failed to set the display properties!
04-27-18 11:52:13 INFO  - DisplaysMatcherFactory::createDisplaysMatcher - Attempting to match the following resolutions and layouts:
04-27-18 11:52:13 INFO  - 	5760x1080 at (0,0)
04-27-18 11:52:13 INFO  - Using Windows Displays Matcher for resolution matching
04-27-18 11:52:14 ERROR - VirtualDisplayHolder::setDisplays: unable to set the displays to new values!
04-27-18 11:52:14 ERROR - SenderDisplayImpl::setDisplays: Failed to set the display properties!
04-27-18 11:52:15 INFO  - ClipboardDeviceSessionIce: clipboard enabled
04-27-18 11:52:15 INFO  - SenderImpl::connectionComplete: Receiver reports that connection is complete.
04-27-18 11:52:16 INFO  -   Rgsender session ID: 1, Active console session ID: 1
04-27-18 11:52:16 INFO  -   SessionId: 0, WinStationName: Services, State: Disconnected, Type: Console, is Locked: 0
04-27-18 11:52:16 INFO  -   SessionId: 1, WinStationName: Console, State: Active, Type: Console, is Locked: 0
04-27-18 11:52:16 INFO  - SenderSessionManager::Login - XXXXX\xxxxxx is logging in.
04-27-18 11:52:19 INFO  - VirtualDisplayHolder::resetVirtualDisplay: create Null virtual display, remove old virtual display
04-27-18 11:52:19 ERROR - GridLibrary::createNvFBCObject - Failed to create NvFBCObject type= 4612
04-27-18 11:52:19 INFO  - VirtualDisplayHolder::resetVirtualDisplay: create GPU (nVidiaComparitron) virtual display, remove old virtual display
04-27-18 11:52:19 INFO  - VirtualDisplayHolder::handleDisplayTransition - created GPU (nVidiaComparitron) virtual display
04-27-18 11:52:30 INFO  - VirtualDisplayHolder::resetVirtualDisplay: create Null virtual display, remove old virtual display
04-27-18 11:52:30 ERROR - GridLibrary::createNvFBCObject - Failed to create NvFBCObject type= 4612
04-27-18 11:52:30 INFO  - VirtualDisplayHolder::resetVirtualDisplay: create GPU (nVidiaComparitron) virtual display, remove old virtual display
04-27-18 11:52:30 INFO  - VirtualDisplayHolder::handleDisplayTransition - created GPU (nVidiaComparitron) virtual display

 

 

3 REPLIES 3

‎04-27-2018 09:09 AM

HP Recommended

I see in the logs that you have a Z230 with a NVIDIA K620.  What driver are you on?  We have normally only seen bluescreens with certain NVIDIA drivers.  Also, when and if you do update your graphic drivers and you have RGS already installed, is to uninstall RGS, and then reinstall it.  You should not have to but we have seen where graphic updates break RGS since RGS does go out and modifies the graphic driver when it is installed. 

I work on the behalf of HP.

 

I am an HP employee.
Was this reply helpful? Yes No

‎04-27-2018 09:13 AM

HP Recommended

One more thing to add, is that your logs are not in DEBUG mode, which is helpful when troubleshooting.  To put the sender in DEBUG mode, launch the senderConfigApp.exe which is in the directory where RGS is installed.  Under the Logging section is where you will change the mode.  I would recommend stopping and restarting the sender to make this change take effect. 

 

We also have NVIDIA resolution matching in RGS 7.4.  In the senderconfig file, if you scroll to the bottom, you will see this property: 

 

 ## This property will allow enhancements in RGS resolution matching for Windows machines with Nvidia graphics.

## Valid settings are on, off, and auto.

Rgsender.Compatibility.Displays.AllowNvidiaResolutionMatching=on

 

Your logs indicate you are not using a VM, so I did not include changing those properties, only necessary if using VMWare. 

I work on the behalf of HP.

I am an HP employee.
Was this reply helpful? Yes No

‎04-27-2018 12:58 PM

HP Recommended

Thanks, I've reinstalled the RGS software.  But I might have reinstalled it during the 7.4 installlation, not sure.

Driver is on 375.86 and has been updated since the issue started.

 

I'll have to evaluate this and has also changed the logging to debug.

 

I've changed the nvidia display resolution matching as you sugested.

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