The screen is corrupted when you use the remote control tool to view or work on a multi-monitor configured computer

Article translations Article translations
Article ID: 959562 - View products that this article applies to.
Expand all | Collapse all

On This Page

SYMPTOMS

For example, consider the following scenario:
  • In a network environment, you enable remote control on a Microsoft System Center Configuration Manager site.
  • You install the components for the Remote Tools Client Agent in System Center Configuration Manager on a multi-monitor configured computer that is running Windows XP.
In this scenario, when you use the remote control tool to view or work on a computer that is running Windows XP, the screen on the client computer is corrupted. When this problem occurs, each movement of the mouse seems to repaint one of the screens with colors from the other monitor.

This problem does not occur if the secondary monitor is disabled and only the primary monitor is used.

RESOLUTION

Hotfix information

A supported hotfix is available from Microsoft. However, this hotfix is intended to correct only the problem that is described in this article. Apply this hotfix only to systems that are experiencing this specific problem.

If the hotfix is available for download, there is a "Hotfix download available" section at the top of this Knowledge Base article. If this section does not appear, submit a request to Microsoft Customer Service and Support to obtain the hotfix.

Note If additional issues occur or if any troubleshooting is required, you might have to create a separate service request. The usual support costs will apply to additional support questions and issues that do not qualify for this specific hotfix. For a complete list of Microsoft Customer Service and Support telephone numbers or to create a separate service request, visit the following Microsoft Web site:
http://support.microsoft.com/contactus/?ws=support
Note The "Hotfix download available" form displays the languages for which the hotfix is available. If you do not see your language, it is because a hotfix is not available for that language.

Prerequisites

To apply this hotfix, you must have Windows XP Service Pack 2 (SP2) or a later service pack installed on the computer. For more information, click the following article number to view the article in the Microsoft Knowledge Base:
322389 How to obtain the latest Windows XP service pack

Restart requirement

You must restart the computer after you apply this hotfix.

Hotfix replacement information

This hotfix does not replace any other hotfixes.

File information

The English version of this hotfix has the file attributes (or later file attributes) that are listed in the following table. The dates and times for these files are listed in Coordinated Universal Time (UTC). When you view the file information, it is converted to local time. To find the difference between UTC and local time, use the Time Zone tab in the Date and Time item in Control Panel.
Windows XP with Service Pack 2, x86-based versions
Collapse this tableExpand this table
File nameFile versionFile sizeDateTimePlatform
Win32k.sys5.1.2600.34811,847,16820-Nov-200810:37x86
Windows XP with Service Pack 3, x86-based versions
Collapse this tableExpand this table
File nameFile versionFile sizeDateTimePlatform
Win32k.sys5.1.2600.57131,847,16820-Nov-200815:51x86

STATUS

Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.

WORKAROUND

To work around this problem, keep the secondary monitor in positive coordinate space. For example, if you set the primary monitor in the upper leftmost space, the secondary monitor then shifts into positive coordinate space also.

MORE INFORMATION

For more information about Remote Control for System Center Configuration Manager, visit the following Microsoft Web site:
http://technet.microsoft.com/en-us/library/bb632760.aspx

Properties

Article ID: 959562 - Last Review: October 8, 2011 - Revision: 2.0
APPLIES TO
  • Microsoft Windows XP Professional
Keywords: 
kbautohotfix kbexpertiseinter kbfix kbbug kbsurveynew kbqfe KB959562

Give Feedback

 

Contact us for more help

Contact us for more help
Connect with Answer Desk for expert help.
Get more support from smallbusiness.support.microsoft.com