NetSupport DNA - weird pixelated preview

[Sheridan]

We're running NetSupport DNA here and when we run the console directly from the server everything is good (we tend to use the Explorer in thumbnail mode)

 

But when we run the console from a tech PC (high spec 64Gb ram, GTX 1050 graphics card) the thumbnails initially appear fine, but then all start to pixelate or show distorted - if you double click to open one then the view is fine. Its odd as the graphics on the server are just standard VMWare, but the tech PC is a good spec.

 

I've checked the right ports are all open and the drivers are up to date, networking is 1gbps to the client and 10gbps backbone so no performance issues

 

Bit odd and annoying as I have to access the server directly to run DNA!

[Chris_Cook]

This isn't just the privacy mode is it?

[Sheridan]

No we haven't set privacy mode, its just blocky/pixelated like an 80's loading screen!

[MW_NetSupport]

@Sheridan the behaviour you are describing does sound like the privacy setting has been enabled for the thumbnails (this deliberately obfuscates the thumbnail to prevent the desktop being visible). If you have this setting applied at a user level it could explain why the thumbnail goes from displaying clearly to being pixelated as the setting will change depending on who is logged onto the device.

You can check on a machine with a pixelated thumbnail as follows:

 

• From the Explorer view in the DNA Console switch from thumbnail view to details view by clicking the button about half way across the top toolbar.
  
• For a machine having the issue, check the value displayed in the profile column.
  
• Click Settings at the top of the DNA Console window, then click Manage existing profiles.
  
• Select the profile you identified earlier and click the Settings button.
  
• Click the Explorer button and check to see if the option for Privacy mode is ticked.
  

If the setting isn't enabled then get in-touch with our Support Team who will be able to perform some further diagnostics.

[Sheridan]

Privacy mode is definitely not enabled, and its not the kind of privacy blur, more of a graphical corruption - this is the thumbnail view across 3/4 PCs:

 

 

 

Odd thing is the view is fine when you first click on a room/container and then in a second or so it starts to corrupt the images!

[PotNoodleTech]

Looks like a software (as in DNA) bug to me.

[MW_NetSupport]

@Sheridan, there is certainly something not right there. Get in contact with our Support Team who can arrange a remote session and do some investigation, alternatively if you want to PM me your details I can get someone to give you a call.