AnyDesk Sessions - Overly Dark Remote Sessions

[JUGGStheOG]

Starting with driver version 32.0.101.6449 the remote desktop sessions with AnyDesk are overly dark.

PC providing the remote AnyDesk session has the following hardware:

CPU: Ryzen 5 5600X

Motherboard: ASRock B550 Taichi

GPU: Intel Arc A750

Currently installed driver version: 32.0.101.6458

I have done some troubleshooting and nothing I can change resolves the issue. Others have suggested GPU driver being the culprit.

AnyDesk sessions to machines with out an Intel Arc GPU are fine.

Please advise. 

[DhannielM_Intel]

Hello JUGGStheOG

Thank you for posting in the community. To further investigate this issue, please answer the following questions:

1. Can you share the troubleshooting steps you have already taken?
2. Have you tried using the latest drivers and performing a clean installation?
3. Did you try using other remote session applications like TeamViewer or Quick Assist to see if the issue occurs with them as well?
4. Can you share an image of the issue you are experiencing? You can use your mobile phone to capture the image.
5. What is the full make and model of your monitor? Also, what resolution is set on your monitor?
6. What type of display cable are you using (HDMI or DisplayPort)?
7. Are you using the display cable that came with your monitor?

Best regards,

Dhanniel M.

Intel Customer Support Technician

[DhannielM_Intel]

Hello JUGGStheOG,

I hope you're doing well. I wanted to follow up to see if you've had a chance to review the questions I posted. Please let me know at your earliest convenience so we can proceed with resolving this matter.

Dhanniel M.

Intel Customer Support Technician

[JUGGStheOG]

Hello DhannielM_Intel ,

Unfortunately I got really sick and haven't had the time to get back to this. I did however just update to 32.0.101.6559 today. If I make it back to work tomorrow I will see how the AnyDesk remote session looks.

Thank you for your patience.

[DhannielM_Intel]

Hello JUGGStheOG,

Thank you for keeping me informed. I look forward to hearing from you again regarding the results of your driver update.

Best regards,

Dhanniel M.

Intel Customer Support Technician

[JUGGStheOG]

Hello again,

Over the weekend I did a clean install of the 32.0.101.6559 drivers. Arrived to work and found no change in the dark remote AnyDesk sessions.

1. Previous troubleshooting includes making any and all video & other changes in AnyDesk settings. None helped.
2. Clean install of 6559 was done this weekend.
3. I have not tried other remote software as I need the unattended feature to access my home PC from work.
4. Two images of the dark AnyDesk sessions have been attached.
5. Monitor is an HP LP2475w at 1920x1200.
6. DP cable is connecting my PC to the monitor in question.
7. Cable is not original with the monitor.

As stated earlier previous to a driver update in January this issue was not present. In looking back at older drivers I think the version I was on before the issue popped up was 32.0.101.6252. If I get time tonight I will do a clean install with that version and check what I find tomorrow at work.

Thank you.

[DhannielM_Intel]

Hello JUGGStheOG,

I'm curious about your situation. I've seen the images you attached in your reply. Have you tried using Display Driver Uninstaller (DDU) for a clean installation? DDU is effective because it completely removes the graphics driver, allowing for a fresh installation of the new one. You can follow the steps in this guide:

1. Download Display Driver Uninstaller (DDU)< software and extract the file.
2. Open DDU ****.exe and run extract program.
3. Reboot into Windows* safe mode. (Refer to Start your PC in safe mode in Windows.)
4. Go to the DDU extract path and double-click the Display Driver Uninstaller.exe to open DDU.
5. Click Close in the Options window.
6. Select device type to GPU and select device to INTEL.
7. Click Clean and restart 
8. Wait the software to finish the process and auto reboot Windows to the normal mode or shutdown.

Afterward, please install the latest driver using this link. If the issue persists, continue with the rollback and let me know the outcome.

Best regards,

Dhanniel M.

Intel Customer Support Technician

[JUGGStheOG]

Last night I did a clean install of the 32.0.101.6325/32.0.101.101.6252 version dated 12/13/2024. Not sure about the naming convention but the "intel Graphics Software" utility reports the driver as 32.0.101.6325 dated 12/10/2024.

Interestingly the remote AnyDesk sessions remain dark. I don't recall the exact version I was running before updating in early January and then discovering this issue.

I will try the DDU route tonight and do a clean install of 32.0.101.6559 dated 2/10/2025.

Thank you for your continued support.

[JUGGStheOG]

Tonight the following was performed.

1. Wired NIC was disconnected from switch & wireless adapter was disabled.
2. PC was rebooted into safe mode.
3. DDU was run using the clean and reboot option.
4. Installed 32.0.101.6559 dated 2/4/2025.
5. Rebooted PC per installer's recommendation.
6. Wired NIC was reconnected to switch.

For reference I have included two similar images of what the local session looks like.

I will check and see what I find at work tomorrow when using AnyDesk to this machine.

[DhannielM_Intel]

Hi JUGGStheOG,

I just want to confirm: Have you installed the new driver on the system you are trying to access remotely? If so, please note that the driver should actually be installed on your work computer. Since you are using AnyDesk on your work computer and experiencing brightness or contrast issues, the driver needs to be on that machine.

Best regards,

Dhanniel M.

Intel Customer Support Technician

[JUGGStheOG]

No change on the dark remote AnyDesk sessions to my Arc GPU based home machine.

The workstation where the Arc machine is being remotely accessed has no issues in AnyDesk with other machines that are not running Arc GPUs.

[DhannielM_Intel]

Hi JUGGStheOG,

When you use a workstation to remotely access your home system, the GPU being utilized is the one in your workstation, not the Intel Arc GPU in your home system. This means that if you experience any issues, they are likely related to the GPU in your workstation rather than the Arc GPU at home.

Let me give you an example here:

• Accessing Home System from Workstation:
  • Workstation GPU in Use: The GPU in your workstation is responsible for rendering and processing tasks during the remote session.
  • Potential Issue Source: If there are performance issues or graphical glitches, the workstation's GPU might be the cause.
• Accessing Workstation from Home System:
  • Arc GPU in Use: If you reverse the setup and use your home system to access the workstation, the Arc GPU will be utilized.
  • Consistent Issues: If the same issues occur, it could indicate a problem with the Arc GPU.

Therefore, can you tell me which GPU you are using on your workstation? Also, have you tried using a different workstation to test if the issue remains the same? If yes, please let me know about it

Best regards,

Dhanniel M.

Intel Customer Support Technician

[JUGGStheOG]

Your theory makes sense however in practice...

Parent's PC: i5-7400 & iGPU Intel HD Graphics 630

Work laptop: i5-8265U & iGPU Intel UHD Graphics 620

Workstation: i7-12700T & dGPU Nvidia T400 4G & iGPU Intel UHD Graphics 770 (not used for display)

Workstation to parent's PC. Not dark.

Workstation to work laptop. Not dark.

Workstation to home PC. Dark.

Work laptop to parent's PC. Not dark.

Work laptop to workstation: Not dark.

Work laptop to home PC. Dark.

Home PC to parent's PC. Not dark.

Home PC to workstation. Not dark.

Home PC to work laptop. Not dark.

The dark remote sessions only have the Intel Arc GPU in common.

[JUGGStheOG]

I want to add. The Intel Arc GPU has a required function when using AnyDesk. I quickly learned once I installed the Arc GPU and moved to DP for my monitor that if I turned off my monitor AnyDesk does not work. The DP connected monitor has to remain on in order for AnyDesk to work.

Previously my monitor was connected via DVI and this was not the case. It seems AnyDesk captures monitor output.

Hope this helps.

[DhannielM_Intel]

Hello JUGGStheOG,

That is an intriguing discovery. Before delving deeper into the internal investigation, I would like to test a few things. This process might take some time, so I appreciate your patience.

1. Could you please try using an HDMI display cable, preferably version 2.1, instead of DisplayPort (DP)?
2. After switching to HDMI, please roll back to driver version 32.0.101.6299. You can download it from here.

Once you've completed these steps, please let me know the outcome.

Best regards,

Dhanniel M.

Intel Customer Support Technician

[JUGGStheOG]

Hello again,

The HDMI 2.1 port is currently connected to a AVR/TV combo. The remote AnyDesk output of the HDMI port is also dark.

I can revert back to 32.0.101.6299 Sunday via the DDU method and report back on Monday. Let me know if you still want me to try this.

Thanks.

[DhannielM_Intel]

Hello JUGGStheOG,

For the time being, let's hold off on rolling back the drivers. Before I further investigate and check this internall, can you tell me the driver version of your workstation and work laptop?

To assist in analyzing your systems more effectively, please provide comprehensive system information using the Intel® System Support Utility. This tool will generate a text file compiling all your system details. Kindly follow the instructions in the help guide and send the generated text file here. Please perform this on your home PC, workstation, and work laptop to ensure a thorough analysis.

Best regards,

Dhanniel M.

Intel Customer Support Technician

[JUGGStheOG]

Hello again - please see the three attached SSU logs for the request machines.

Please let me know what you find out.

Thank you for your continued support.

[DhannielM_Intel]

Hello JUGGStheOG,

Thank you for the information. I will investigate this further and will share my findings with you once the investigation is complete.

Best regards,

Dhanniel M.

Intel Customer Support Technician

[DhannielM_Intel]

Hello JUGGStheOG,

Thank you for your patience. I have conducted further investigations and attempted to replicate the issue using two different setups: an i9-12900K with the integrated GPU disabled and an A750 discrete graphics card, and an i9-14900K processor using only the UHD 770 integrated graphics.

Despite testing various graphics driver versions, including 32.0.101.6632 (latest), 32.0.101.6559, 32.0.101.6460, and 32.0.101.6325, I did not encounter the issue. Both connections were verified, and the display in the remote session was clear and not dark.

To assist further, could you please let me know which version of AnyDesk you are currently using? Additionally, if possible, could you provide a screenshot of your settings and configurations so I can accurately replicate the scenario? Please see the image below as the settings use to replicate the issue on my end.

Best regards,

Dhanniel M.

Intel Customer Support Technician