Tools

DRE Hardware Acceleration issue troubleshooting

Steps for troubleshooting hardware acceleration in DRE

First published date

6/7/2019 4:20 PM

Last published date

6/7/2019 4:20 PM

Overview

  • Slow Remote session to Take Control Agent with good ping/low ms values;
  • Slow typing;
  • Slow clicking;

Product section

Dameware Remote Everywhere

Resolution

  • For the following adapters: Matrox G200eh, ATi ES 1000 ATi, RAGE XL:
    1. Open the DRE Agent Configuration program on the remote device with Admin Privileges;
    2. Select the SETTINGS menu;
    3. Check the Optimize desktop settings when in session;
    4. Check the Disable Hardware Acceleration setting;
    5. APPLY the changes;
    6. Try a new connection;
    7. Should this not resolve the issue, a direct change on the remote device's Windows settings will be required:
      1. Open the Control Panel;
      2. Go to Appearance > Personalization > Display;
      3. Click Adjust screen resolution and then Advanced Settings;
      4. Browse to the Troubleshoot tab and click Change Settings (you will get the UAC prompt here, accept it);
      5. Move the slider from Full to None;
      6. Apply the changes and try a new connection;
  • For the following adapters: Matrox G200eR, Matrox G200e (Server Edition), Matrox G200e (Server Engines):
    1. Open the DRE Server Configuration program on the remote device with Admin Privileges;
    2. Select the SETTINGS menu;
    3. Uncheck the Disable Hardware Acceleration setting (we'll WANT to have Hardware Acceleration enabled);
    4. Uncheck the Optimize desktop settings when in session;
    5. Check the Limit Image Capture;
    6. APPLY the changes;
    7. Open the Control Panel;
    8. Go to Appearance > Personalization > Display;
    9. Click Adjust screen resolution and then Advanced Settings;
    10. Browse to the Troubleshoot tab and click Change Settings (you will get the UAC prompt here, accept it);
    11. Move the slider from None to Full;
    12. Apply the changes and try a new connection.