Freezing with 12.4.0.25

dcloningerGSB

We recently updated to 12.4.0.25 and now Dameware is freezing on one type of PC. HP EliteBook 6 G1i with 14-Core 2 GHz Intel Core Ultra 5 235U running Windows 11 Pro 64bit 10.0.26200.8457. None of the other machines we use have this issue. Has anyone else had this happen?

mr.castaneda

This shows a similar pattern on a small set of newer Intel Core Ultra and Windows 11 systems. At this point, it is not listed as a published known issue in the Dameware 12.4 release notes:

https://documentation.solarwinds.com/en/success_center/dameware/content/release_notes/dameware_12-4…

From what we have reviewed so far, this looks more like a graphics or display driver compatibility issue tied to the affected hardware than a broader Dameware issue.

A few things we would recommend trying on one affected PC:

• Update the Intel graphics driver to the latest version available from HP or Intel, and if possible, also test an earlier version to see whether the behavior changes.
• If available, temporarily reduce or disable hardware acceleration-related display features on the affected machine as a test.
• Temporarily test with the Microsoft Basic Display Adapter to help confirm whether the freeze is tied to the graphics driver stack.
• Does the remote screen show a single frame and then freezes, and whether mouse and keyboard input still continue to work while the display remains frozen.
• If the issue continues, please collect a diagnostics bundle using this guide and send it to us for review: Collect diagnostics from Dameware

If the issue continues after those checks, please collect Dameware MRC debug logs from both the host and remote machines, reproduce the issue, and open a support ticket send the logs for review.

We hope this information is useful.