Black screen on iPad : Splashtop Remote

Jaff

Splashtop Inc.

Please check this link to cinfirm the firewall has been off on mac, and please also confirm the wifi signal is strong around your ipad, we got some black screen cases by this weak signal issue.

http://support-remote.splashtop.com/entries/516031-firewall-setting...

(removed some posts to make new users easier to get the proper answers)

Some our collections about black screen on this link could be a good reference:

http://support-remote.splashtop.com/entries/20320998-why-do-i-see-b...

April 28, 2011 02:44

Fernando Alves

This seems to be a resolution issue. I used to have a 21" iMac and all worked well, but I just upgraded to a 27" iMac and I can no longer use the "remote computer native resolution setting". If I switch to "1024x768 iPad native", it works fine. I hope Splashtop can fix this issue ASAP!

May 21, 2011 18:29

Rolando Gutierrez

I have the same issue trying to connect to my 27" iMac (2560 x 1440) from my iPad 2. Both have the latest versions running and the other resolutions work fine. But it's very hard to use without the large resolution on the iPad. I have an Airport Express (same options as Airport Extreme). Please help!

June 01, 2011 11:19

Bob White

Very similar problem as Rolando except that I have an Airport Extreme with the 27" and the iPad 2. Using the 1024 x 768 works but is not really a good option as it causes rearrangement of icons on the Mac desktop due to the changing resolutions.

June 10, 2011 23:48

Colin Mckean

I can't get any resolution to work. This worked great before the most recent update, now all I get is the black screen. I can still navigate using the touchscreen on the Ipad 2, but I can't see what I'm moving. It's frustrating. I'm running Windows 7.

June 19, 2011 23:03

Colin Mckean

Yes, I have a geforce 8800gt.

June 20, 2011 06:43

Jaff

Splashtop Inc.

@Colin,

Your problem is different from this topic and caused by an issue on GeForce display. Please check my post in another link:

http://support-remote.splashtop.com/entries/20192176-black-screen-only-with-streamer-1-4-5-3?page=1#post_20251698

Sorry for inconvenience.

June 20, 2011 22:12

Jaff

Splashtop Inc.

@Bob,

Have you tried option "use native resolution..." from ipad? it won't change the resolution of computer but may get small font if your resolution on computer is large. This link tells how to change resolution from ipad:

http://support-remote.splashtop.com/entries/266287-how-can-i-change-the-screen-resolution

Sorry to leave out your question!

June 22, 2011 21:00

Brandon

I am using a Mac and am running iOS 5 beta 2 on both an iPad 2 and an iPhone 4 and am getting a black screen on just the iPad. Might want to look into fixing it for your next update. Everything worked fine under ios 4.

June 29, 2011 21:10

Jaff

Splashtop Inc.

@Rckesq

If you have ever customized Windows theme or font scale, please check this link and try to enable option "use xp style DPI scaling" to see if there's difference.

http://support-remote.splashtop.com/entries/514346-why-do-i-only-see-part-of-my-computer-screen

if you are using Aero theme, the option of "Custom DPI setting"(like above screenshot) will be enabled, please check it and try to select different scaling size, i.e. 100%, 125%, 150% to see if there's any difference
if you are not using Aero theme, the option of "Custom DPI setting" will be disabled, but you still can change some different scaling size to see if there's any difference. Generally, 100% or 125% should be good to Splashtop Remote.

July 01, 2011 01:12

Jaff

Splashtop Inc.

@John Abela,

Sorry wrong link pasted, please try this:(first comment under this topic)

If your display card is nvidia, could you try this solution on this link:

http://support-remote.splashtop.com/entries/20169946-optimized-for-geforce

July 01, 2011 01:24

O.M.S

I'm also running iOS Beta 2 (build 9A5248d) on my iPad 2 and I'm experiencing the same black screen that Brandon mentions. It works perfectly, as always, on my iPhone so it's definitely not a firewall or resolution problem.

July 03, 2011 02:14

Jaff

Splashtop Inc.

Hi all,

iOS 5 beta 2 on ipad2 will get black screen is a known issue and in fixing. Please wait for our update.

July 03, 2011 20:54

Bob White

To answer your suggestion, using "native resolution" results in a black screen. From here, it would appear that the app simply doesn't support the native resolution of the 27" iMac which is 2560 x 1440. If I try to use something like 1024 x 768, my Mac's desktop shows on the iPad just partially and, in the process, rearranges the Mac desktop. Then I have to rearrange after getting out of the app. That is not acceptable. I will continue to subscribe to see if this problem is resolved at some point in time.

July 04, 2011 11:52

Jaff

Splashtop Inc.

@Bob,

2560x1440 issue will be fixed in next update, it's coming soon, please stay tuned.

July 04, 2011 22:27

Billiam Stewart Rodriguez

The just released update didn't fix anything on the iPad 2, still get a black screen, but you can move the mouse around, i have it on a windows 7 desktop and a MacBook Pro. and i get the same issue on both, on the iPhone 4 works with no issues.

July 15, 2011 19:56

Tim

I tried everything that is posted on this page and it still has the black screen

ipad 2 4.3.3

mac osx snow leopard 10.6.8

macbook pro 13

full wifi signal

July 16, 2011 07:17

Jaff

Splashtop Inc.

Hi all,

There're following black screen on client side issues in latest version(v1.5.0.1), you can get a workaround if you are case#3, for new OS issues, we are actively working on it.

1. if your Mac OS X is Lion : your client device(ex. ipad) will get black screen, we are working it, please stay tuned

2. if your iOS on ipad2 is iOS beta 2 or 3 : black screen only on ipad2, iphone4 and ipad1 is okay, we are working on it, please stay tuned

3. if your Windows streamer is Win7 and display is Nvidia GeForce : in this case, your client devices will get black screen, please check this link for a workaround to disable nvidia optimization feature.

http://support-remote.splashtop.com/entries/391705-can-t-access-pc-with-ipad-when-my-pc-is-logged-off?page=1#post_20326136

July 17, 2011 18:47

Jaff

Splashtop Inc.

Hi all,

We just released a beta update for Lion, please download this update from our website.

http://www.splashtop.com/remote/download

July 23, 2011 22:35

Joe McLiney

YaHoooooo.... It appears to be working. I hat a crazy/ old TV snow screen, but then it logged me in just fine. My iPad bounced once to the Apple start up screen, then back to the place I left off. So, there are a few bugs, but DAMN, you guys got on this fast.

Thanks a TON.... Keep up the great work.

Joey

July 24, 2011 19:04

Splashtop Support

Splashtop Inc.

@Kim, Michael Kay, Robin G,

Have you tried our Mac Streamer v1.5.0.1 beta for Lion? Please download it from this link if you are using this streamer version:

http://www.splashtop.com/remote/download

@Mark Doering,

If you are using iOS 5 beta 2 or 3 on your ipad2, please update to iOS 5 beta 4, Apple fixed this black issue. Please have a try and share us if it works for you.

August 04, 2011 03:26

Michael Kay

I found a solution! Delete the streamer app from your mac. I had upgraded to the new version for Lion but still saw the black screen. After deleting the streamer app (drag to trash can), install streamer app for Lion. I have tested on 3 macs I upgraded to Lion and it works. Keeping mind Apple just launched Lion and there are a variety of changes developers have to incorporate into their apps to make them work. I use Remote Desktop from Apple. They now support connecting to current open desktop or a virtual one to not disturb the user. This would be great to see in Splashtop. Also, having the ability to turn off popup notifications when connecting to remote device would save the hassle of closing those windows after connecting. Keep up the great work. I love the product.

August 04, 2011 19:39

Freeman NCM

iPad 2 iOS 4.3.3

iPhone 4 iOS 4.3.5

iPod Touch 4 gen iOS 4.3.5

MacBook Pro 15" OS Lion

MacBook Air 13" OS Lion

iMac 21" OS Lion

And all are in black screen (iDevices)... Tried firewall, not working.. installed beta for Lion, not working.. I also tried Michael Kay's, but it was not working either...

It started since i upgraded my OS to Lion weeks ago.. It's been weeks tho... It was working perfectly on Snow Leopard...

So.. What should I do now? Should I wait or should I start to find a new one? :D

August 05, 2011 23:30

Gilbert Aponte

I'm in an iPad 2 iOS 5 beta 5 and Mac OS X Lion 10.7.2 Developer Beta and get a black screen, no firewall btw and resolutions didn't work

August 07, 2011 22:32

Jaff

Splashtop Inc.

@Dana, Freeman, Gilbert,

Have you installed the correct version Mac streamer Beta version for OS X 10.7 Lion? not v1.5.0.1 for Mac OS X 10.6 Snow Leopard.

August 07, 2011 23:17

Gilbert Aponte

Yes I have the Lion beta

August 07, 2011 23:26

Patty Hudson

Mac OS 10.6.8 MacBook Pro Streamer 1.0.5.1 (not beta) iPad 1 Splash 1.5.0.0 I was able to connect to my Mac yesterday through Internet Discovery and see the desktop. Today I'm in the same place, having changed nothing on my Mac and I'm connected but getting nothing but a black screen.

August 09, 2011 09:28

Kelly

Splashtop Inc.

@Patty,

This kind problem might happen occasionally and depends on the network bandwidth over the internet (especially 3G network). Please try to connect later after peak time and see if any difference.

Another suggestion you could try is to change iPad resolution setting to lower(1024x768 or 800x600).

August 09, 2011 20:58

Patty Hudson

Thanks, Kelly. Trying it again at a different time of day worked. I will note that it took three tries for me and two tries for my husband to actually see the computer, but we did, so we're ready for our trip.

August 10, 2011 14:36

Chris Beam

I'm running iOS 5 Beta 5 also and getting the black screen, it's never worked for me on any Beta version of iOS 5 yet. And i'm doing everything and trying everything that's in this post. Frustrating!! Haven't been able to use this for over a month now!!

August 11, 2011 18:14

Jaff

Splashtop Inc.

@Chris,

If you are using Mac Streamer on OS X 10.7.2 Lion, it's a known issue in v1.5.0.1(only work in 10.7.0) beta for Lion, will fix in next update. It's coming soon, please stay tuned.

August 11, 2011 20:00

Chris Beam

@ Jaff. Had the black screen on every combination of iOS 5 with iMac. Snow Leopard, Lion, doesn't matter, still a black screen.

August 11, 2011 21:34

Jaff

Splashtop Inc.

@Chris,

Are you connecting your computer via 3g?

August 11, 2011 22:09

Chris Beam

@Jaff Are you meaning to say "are u connecting to your computer with 3G?" no, i'm using wifi all the way, same network, haven't changed anything, the problem started with iOS 5.

August 12, 2011 08:02

Gilbert Aponte

First off, do you even know what an application is? It's thousands and thousands of lines of code, it is a bug but the problem is finding a fix for the bug in 5000 lines of code in a program that runs. Once you find it it's trial and error many many times. These people are working many hours just so it all works. And $10 dollars is not your whole paycheck, don't exaggerate, I have $15+ apps. An as in iOS 5 they are working on it, everything works but Apple made a change to some files in Lion which gives the iOS devices a black screen, so apps on iOS work in the latest beta version, the problem is Lion, the FREE app. Too desperate to use this app downgrade your Mac, don't know how to? Too bad. Respect and have patience with the devs. I am a dev too, I have this bug too, but don't be ignorant and find out why there is no update, these guys are not wizards, they're programmers

August 17, 2011 03:18

Gilbert Aponte

And as in iOS 5*

August 17, 2011 03:19

Michael Kay

I have noticed that if I try to access my mac running Lion with my iOS (4.3.5) iPad, after connecting, the screen remains black. If I press the home button and relaunch Splashtop and reconnect to the Mac, I almost always see the screen the 2nd try. Lion has launched a new feature for Apple Remote Desktop that allows you to decide if you want to share the current screen or sign on virtually. A different VNC app I use, shows this prompt when accessing my mac running Lion. Splashtop does not because of their streamer software. It's possible the first attempt to connect to the Mac gives this alternate option and Splashtop doesn't know what to do with it. Just thought I'd share with the group another workaround I've found. It's true that apps have many lines of code. Whenever a computer manufacturer comes out with a new OS there will be issues. It's called being on the bleeding edge. Trying to share with the developer what works, what doesn't, specific messages you see and what other apps might be running all help them in their efforts to update their programs to work more efficiently. However, most people who buy iPads are not systems people who understand how to document a bug and submit SPARs. They are average consumers and get frustrated. Bitching at them about the complexities of programming doesn't change the fact that they are frustrated. Developers provide these forums for users to sound off, help each other and to be able to review posts to find common issues. Keep the feedback coming people with specifics and the developers will fix this issue. Lion has been out a short time. There are many developers trying to understand Apples latest OS. My moms beloved Bejeweled locks up on Lion and she is furious!

August 17, 2011 05:08

Gilbert Aponte

I know most people don't understand programming and the complexity, but ignorant people just complain about it, which is most people, others go and research and make an intelligent statement with a real complaint, if it's really necessary to even complain. Its pointless to start complaining without a basis of knowledge, and without understanding the real situation and problem. You don't have to be a computer geek like me to read a bit about computer programming on the Internet.

August 17, 2011 05:26

Clive Buckingham

There are a lot of things I'm ignorant about. I don't understand the complexities of a TV set and many other items. Are you telling me I shouldn't complain when they don't perform the task they were marketed as doing? I bought this app after Lion was released and nowhere in the marketing spiel did it mention that it wouldn't work with Lion. Call me ignorant but I don't think the onus is on me to research the net to make an intelligent statement with a real complaint. It doesn't do what it claimed to do, that's a real complaint, intelligent or not.

August 17, 2011 05:49

Gilbert Aponte

You have a good point there, everyone is ignorant in something, it's impossible to know all. And it's not that you shouldn't complain, (damn that was a nice response got to hand it to you, I agree with you) but at least don't complain as if it was so obvious of a fix for the devs. You can simply say, "I got a black screen on my iPad in iOS 5b5 with my Mac OS X Lion 10.7.2 DP" (that's my case by the way). And quoting @Jaff his response was "If you are using Mac Streamer on OS X 10.7.2 Lion, it's a known issue in v1.5.0.1(only work in 10.7.0) beta for Lion, will fix in next update. It's coming soon, please stay tuned." maybe if Tom read that it wouldn't have been necessary to start complaining as if these devs didn't know what they're doing.

August 17, 2011 06:15

Tom Stitzer

Thank you to those who understand the point of being able to complain. And thank you to those that saw that I was venting, but never got "down and dirty" and trashed the devs' good names.

NOW, let ME clear up some things, Gilbert.

I read the thread. I understand an update is coming.
I am pretty computer savvy but in way am I a coder. I know enough though to understand what code is and how much work it is.
I never said $10 was my whole paycheck. In a world of .99 apps, $10 is indeed considered expensive.
Lion is not free. It's $29 in the Mac App Store. Unless you buy a new Mac, then yes, it's free.

Now, there are some clarifications to what YOU posted. Let me go on a bit more about what I was trying to say.

I was/am upset that the app does not work now. Hence, my original post. I don't put the developers down, I don't insult them, or do any of the things you will see in App Store reviews. My frustration comes from the fact that as a developer, you get updates early to test your product so it is ready for primetime. If in testing it, you see a problem, you find a fix.

To note:

YES, it has been acknowledged that there is an issue in these forums.
YES, it has been acknowledged that an update is coming.
YES, the App Store says Lion is supported but no mention that new buyers may have an issue for the moment until a certain problem has been fixed.
NO, this black screen problem was not common knowledge to me before updating my desktop OS.
NO, this black screen problem is not common knowledge in the iOS App Store description.
NO, there was no way for me to find out about this issue before upgrading to the latest update.

My suggestion is to do what several apps I have do: Include a news tab IN the iOS app where you can push out important press releases that could warn users of upgrading. I used Splashtop almost daily and had a press release showed up within the app, I would have known to NOT update my desktop until a fix was IN PLACE.

My true annoyance is that SOMETHING should have been done before the issue arose. Devs got the OS updates early so the issue must have been discovered as long as they tested it. This isn't just a minor 1 or 2 user problem. It's widespread enough that it should have been discovered early. IF it WAS discovered early, perhaps the App Store description could have been updated to reflect the issue. For example:

A minor update could have been made to the actual iOS app (say a temporary icon change with some text in the "What's updated" section of the app store description) which would allow the devs to communicate with users not signed up for forums so they would know about the problem. That would have solved the issue right there. Then after the fix, the icon could easily be changed back with the actual fixed black screen issue update.

My point is, something should have been done for an issue like this. Maybe this app is not the devs' bread and butter, but it's a high enough price point that they're held to a slightly higher standard than free app devs or .99 app devs. If I'm paying higher prices for something, I expect a different level of attention and support. I am not saying the devs don't know what they're doing; I'm saying that they didn't do enough to either get the word out or fix the problem quicker.

August 17, 2011 06:59

Jaff

Splashtop Inc.

Hi all,

We are so sorry about this annoying issue on Lion 10.7.1+, and appreciated to your patience.

We are going to release a new update v1.5.5.2 for Mac Streamer couple hours later. This update will fix this black screen issue on OS X 10.7.1 and 10.7.2.

http://www.splashtop.com/streamer/download

As a software company, we hope to release the update after applying a thorough test. It really spent us some time to verify all changes on this update including this black screen issue, thanks for your patience again!

August 18, 2011 04:24

Jaff

Splashtop Inc.

It's online now, please have a try!

August 18, 2011 04:49

Gilbert Aponte

It works!!!! Great job! :D

August 18, 2011 08:41

Calvin Bresten

up and runnin'. Thnx

August 18, 2011 10:24

Bob White

Not so fast gentle people..... For me the black screen was solved several versions back while I was still on 10.6.8. Then, upon connecting, it would change my 27" iMac's resolution to 1024 x 768 and attempt to fit everything in... causing me to clean up a mess after signing out. I am now running 10.7.1 with latest versions of iOS, the streamer and the Splashtop. Today, after making sure all were current versions, I restarted all components.

The result: I am still getting the 1024 x 768 change of resolution but Splashtop is not reorganizing my Mac desktop. So, I see maybe about 35-40% of the desktop and finger dragging on the iPad does not move one around on the Mac desktop. That's a little bit of progress. Hopefully, this issue will be resolved one of these days. I will continue to follow this discussion.

August 23, 2011 10:40

Victor (Splashtop)

Mac

Hi Bob,

We have a native resolution setting which allows the Mac/PC to remain its native resolution. Please see this forum for steps: http://support-remote.splashtop.com/entries/20038176-how-can-i-keep...

August 23, 2011 14:25

Bob White

This is an improvement in that I can now see the entire iMac desktop on the iPad. However, it is still playing with the resolution on the iMac. At least, it is not rearranging the desktop nor am I having to go to the Displays panel to reset resolution; Splashtop is returning the resolution on the Mac desktop automatically.

What is currently happening is really weird. It looks to me like the desktop background is staying at 2650 x 1440 while the icons and open windows are displaying at a different size. Might be 1024 x 768 but I'm not certain. If you like, I took screenshots and would be happy to forward those to you.

August 23, 2011 20:34

Victor (Splashtop)

Mac

Hi Bob,

Sure, probably easiest to open a ticket and attach your screenshots. Also, good to copy paste your comments to the ticket to give the support person all the background information.

http://support-remote.splashtop.com/requests/new

August 24, 2011 15:43

Sean Carson

the new version fixed the black screen issue on my iMac completely. For the mini, it only works properly if I am accessing it from inside the house. While I can find and connect over WAN, i can't see anything.

August 24, 2011 20:15

Kelly

Splashtop Inc.

@Sean,

Did you try more times and get same result when connecting via WAN?

Also, if your iPad profile sets to "use computer's native display setting", you might try to change it to 1024x768 or 800x600 and see if any difference.

August 25, 2011 03:16

Sean Carson

I have ride multiple times. Always the same result. I have it set to match the iPad resolute on, not the minis current.

August 25, 2011 10:17

roger markarian

I have the same black screen but I work on xp pro ....can someone help me please but if I open in the same network I don't have any problem but through the Internet it is black screen.

October 08, 2011 02:40

Jaff

Splashtop Inc.

@roger,

Your case seems caused by a weak networking capability or small available bandwidth, are you using 3g or public wifi like Starbucks or airport? Usually the weak signal or small available bandwidth will get black screen then may lose connection even shortly connected. You can try another stronger wifi case to see if there's any difference.

October 11, 2011 22:29

Yofie Setiawan

The black screen problem solved after i download the new installer for the OSX Lion, thanks! http://www.splashtop.com/remote/download

October 22, 2011 23:27

JOHN mccarthy

This is crap!!! how do i go back to install old version of streamer?

November 15, 2011 10:30

Seiichi yamaza,i

May iPad screen become black. But I can control mouse cursor on my WinPC from iPad. What is wrong?

May 28, 2012 00:35

Jaff

Splashtop Inc.

@Seiichi yamaza,i ,

If your Windows is running with nvidia display, please check this link for more info.(suggestions in this article and its first comment below it)

http://support-remote.splashtop.com/entries/20169946-optimized-for-geforce

If the black screen is coming from a video playback case, please check this link for settings adjustment for different players.

http://support-remote.splashtop.com/entries/306713-why-am-i-unable-to-see-video-on-my-computer-played-remotely-from-my-ipad

May 28, 2012 02:23

shiheng guo

It seems like I got the same issue. I am using DELL new xps 15 with Geforce 640m and windows8. Both my iphone and ipad4 have black screen issue. But I can control and the mouse icon is visible.

January 20, 2013 05:39

Jaff

Splashtop Inc.

@shiheng guo,

Please try our collections and suggestions for black screen issue.

http://support-splashtop2.splashtop.com/entries/21516892-why-do-i-s...

January 20, 2013 18:34

shiheng guo

@Jaff

thank you for your answer. But I try to disable graphic card option but is still dont work. I think it might be the window8 reason, and I dont konw where to download DDA. can you help me find it?

January 21, 2013 03:58

Jaff

Splashtop Inc.

@shiheng guo,

Please find it from the attachment on same article on above link.

Please let me know if you still can't get it.

January 21, 2013 19:24

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