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eric-l asked ·

Desktop App: Lines through contact images

One of my coworkers has had this issue for a while now, perhaps since she first downloaded the Desktop App (Windows), and was hoping this recent update would fix the issue.  Unfortunately, the latest update did not fix the issue, so I'm wondering if anybody here has any ideas to fix this.

In addition to what you can see below, the same lines appear on the "Take a Tour" & "Check for Updates" buttons in the Settings menu.  Software version 8.1.1.21232.

Thanks for any help/advice you can provide!

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mike answered ·
Hello Eric, 

The issue you are having is related to the video/graphics card on the PC.  You may have to update the graphics card on the PC. But before you do. You may want to search and see if there's a driver update for the card and see if that solves the problem. 

Mike 
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eric-l answered ·
I found that her driver version was from 2010, so I started the update for her.  Not sure when she'll restart her computer to implement the update, but I'll let you know if that works.

On a slight side note, we've got a laptop here that doesn't display the Desktop App at all.  Instead, the window is just completely white.  I believe another RC rep previously tried to help with this, and we needed to install a much older version of the app to get it to work.  The laptop is not that old, and it runs on Windows 7 like the rest of us, so I'm not sure why it won't work.  Could updating the graphics card driver do the trick to resolve this as well?
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Regarding the "white" screen on the other PC, please try the steps here

I'm reaching out to the Product team regarding the  updating her driver didn't work.
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HI Eric, There are a lot of different video cards out there. You'll probably want to check with your computer manufacturer and ask them for a recommended model to upgrade too.   

It looks like the model you referenced is a lower end card. This web page will give you an idea where it ranks with other models:    http://www.videocardbenchmark.net/gpu.php?gpu=GeForce+6600



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kim answered ·
Please send the log via "Feedback" tab directly from the Desktop App. They will investigate on our side. 

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mike answered ·
Eric L you can also try to uninstall your current version (assuming you are using 8.1) and roll it back to 8.0.   I'll email you the download link. 


Mike 
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chris-verdin answered ·
This reply was created from a merged topic originally titled Distorted windows app. After upgrading to 8.3.5 the display is distorted.  Everything worked fine on 8.2.  But 8.3.4 and 8.3.5 have been the issue. 
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Hi Chris,  It sounds like this is related to the video card/memory.  Take a look at the thread above.  I would suggest checking the memory card model and see if it can be upgraded. 

Mike
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Tech support said this was a known issue.  They were hoping that the last fix would resolve it but it didn't.  The display works just fine on other identical pc's with the same video card and version of driver. 


This started after 8.2.  8.2 works just fine.  It's 8.3.4 and 8.3.5

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Hi Chris, Can you proceed by opening a case and sending us the debug logs for that machine? 



I'll send you a direct email with instructions for getting the logs.  If you are not comfortable doing this, then just comment in your case notes and a support rep will contact you and walk you through this. 

In addition, if you wish, you can probably find a free program on the web that will stress test the video card which might be able to rule that out. 

Mike 
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See ticket # 05122688.  Uploaded 3 logs.  The distorted image above came from Carla's computer.  Jeff's 2 log files are from the app crashing a lot especially during incoming calls.
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Thanks Chris,  Your case has been assinged to a support agent. To add further comments or check the status you can use this link: 
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eric-l answered ·
Turns out updating her driver didn't work.  She's got an NVIDIA GeForce 6600; is this a supported graphics card?
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