screen recording black on two monitor system

Doc ID		SOLN341730
Version:		1.0
Status:		Published
Published date:		22 Jul 2019

Author:

ybathla

Details

15.1

Problem Clarification

black screen is recorded one of the two screen. both screens have the same resolution 1600x900. We learnt that this issue got fixed in KB122227. At the moment customer has installed latest screen capture module KB140356 and he is still facing this issue.

Cause

The problem with a capture. The SCM was unable to copy the image on the second monitor.

Solution

Example shows call from 10:41am but the wcapw32b log starts at 14:23….

However, I did see the problem with a capture at 14:43…

It appears that the SCM was unable to copy the image on the second monitor.

File C:\Users\bsilberstein\Downloads\Sabio\wcapw32b_ID0001_2019_07_11_0001.log

453 76:[WCAPW32B |3E40|W] 2019-07-11 14:43:04.809+02:00 JScreenDDA::fillImage() Unable to copy image

464 76:[WCAPW32B |3E40|W] 2019-07-11 14:43:05.079+02:00 JScreenDDA::fillImage() Unable to copy image

Verint provide KB KB161341-15.2.4.555 resolve the case. The technical note and KB is attached

Attachment File

KB161341 TechnicalNote.pdf
0Bytes • < 1 minute @ 56k, < 1 minute @ broadband

Attachment File

KB161341-15.2.4.555.msi
0Bytes • < 1 minute @ 56k, < 1 minute @ broadband

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