Troubleshooting display issues

Follow these instructions to help resolve problems experienced while viewing video or while using DOS-based or graphic-intense applications during remote control. Typical problems include display black-out, host computer restart when initiating remote control, or loss of Windows Aero functionality after remote control.

Available on Windows hosts only.

Tip: If the remote host's screen is black during remote control and you want to make it visible to the remote user, you can turn off screen blanking. See Blank the LogMeIn host screen during remote control.

If the solutions below did not help, see the related articles.

Workaround 1: Turn off the display accelerator

Access the host preferences:
- From the remote host computer, open the LogMeIn Control Panel and follow this path: Options > Preferences > GeneralTo open the LogMeIn Control Panel, open your computer's toolbar at the bottom of your screen and select the LogMeIn icon. Then select LogMeIn Control Panel.
- From a client device (such as the logmein.com website, or the desktop client app), connect to the remote host's Main Menu and follow this path: Preferences > General
Under Remote Control > Performance, make sure that Use Display Accelerator is not selected.
Select OK or Apply.
Result: Your settings are applied immediately to the host.

Workaround 2: Check your screen recording location

If Workaround 1 does not resolve the problem, try this:

Access the host preferences:
- From the host computer, open the LogMeIn Control Panel and follow this path: Options > Preferences > Advanced
- From a client computer, connect to the host Main Menu and follow this path: Preferences > Advanced
Under Screen Recording, confirm your screen recording location or simply disable the Screen Recording feature.
Select OK or Apply.
Result: Your settings are applied immediately to the host.

Workaround 3: Change the color quality of the remote control session

In some cases during remote control, you may experience that the display of the remote host computer freezes or the display starts flickering. In this case, try to change the color quality setting on the toolbar.

Monitor display is upside down or flipped

This can occur due to a glitch with a monitor driver, or some other display conflict.

How to change display layout in Windows?

If the hotkeys above don't work, you can still change your screen's layout in Windows settings.

Press the Windows key on your keyboard and type "display", then press Enter.
The System > Display menu opens.
Under Display orientation, select Landscape.
Select Keep changes.

Video doesn't play after installing LogMeIn

Upon installation, LogMeIn will install a video codec that is used to convert the recording logs from a remote session.

There are some rare occasions when this codec interferes with another codec in Windows. In this case, it can be easily removed using the following method:

Go to Start, then Run, and type cmd and hit Enter.
Type cd c:\ [hit enter]
Type cd c:program files [hit enter]
Type cd c:logmein\x86 [hit enter] cd c:logmein\x86 [hit enter]
Once there, please type regsvr32 /u racodec.ax

What to do next:

This will uninstall LogMeIn Pro's codec. After rebooting your computer, you should be able to play videos without issue.