topic Re: Vault 2017 Initial Log In hangs on MS Surface 4 in Vault Forum

Vault 2017 Initial Log In hangs on MS Surface 4

cbenner — Tue, 23 Aug 2016 11:56:48 GMT

For the initial login of Vault Pro 2017, where you decide wether to use a server license or a serial number to activate the product, I have 3 users with a Microsoft Surface 4 where Vault goes to a black screen at this point and gets stuck. IT is looking into it from a hardware standpoint but I wondered if anyone else has seen this?

Re: Vault 2017 Initial Log In hangs on MS Surface 4

cbenner — Tue, 23 Aug 2016 12:23:28 GMT

Looks like a scaling issue. Surface 4 defaults to a scaling factor of 2:1 due to its higher resolution, and Vault doesn't seem to like this so it just freezes up. The problem is that setting the scale back to 1:1 makes everything so small it is unusable. Looking for an olternative, possibly multi screen, solution right now.

Re: Vault 2017 Initial Log In hangs on MS Surface 4

Scott_Stubbington — Tue, 23 Aug 2016 13:04:47 GMT

Hello,

I have a Surface Pro 3. I installed Vault 2017 and when choosing the license behaviour I was clicking parts of the screen to choose buttons were there were no buttons, in order to enter text I used "Tab" in the hope I selected a textbox to enter the server information.

Using Vault both 2016 and 2017 the window shrinks and then grows again, "Get files" is one that provokes it for me.

I agree with you regarding the scaling issue.

Good Luck

Scott

Re: Vault 2017 Initial Log In hangs on MS Surface 4

cbenner — Tue, 23 Aug 2016 13:23:59 GMT

Solution:

On the Vault desktop icon, edit properties. Compatibility tab, check the box for "Disable Scaling for high DPI". Then open the program. The splash screen and initial loging screen will now open, albiet very small. Once you have passed the initial login screen and have the client opening directly to the user's login credentials, you can uncheck the "disable scaling" box in order to put the resolution back to normal. It only needs to be done for that initial first time use login, to get past the "Serial Number vs Server License" screen.

I've not needed to do this on Surface 3 or below, but I'm guessing it would also work on thoses systems. Kudos to my IT guru for finding this.

BTW.... I also recommend, on Windows 10 systems at least. setting the shortcut to Run as Administrator. This is especially true if you use ECO Markups, as the toolbar does not appear in Win 10 otherwise.

Re: Vault 2017 Initial Log In hangs on MS Surface 4

ihayesjr — Tue, 23 Aug 2016 21:31:50 GMT

Did they find this solution I posted last week?

https://knowledge.autodesk.com/community/article/25361

I think you will find that you will need to do this on your Surface 3 if you installed the latest Windows 10 update.

Also, you may need to keep this setting as you will see other dialogs that may not appear correctly due to the High DPI.

Re: Vault 2017 Initial Log In hangs on MS Surface 4

cbenner — Thu, 25 Aug 2016 15:08:43 GMT

I think he found it on his own, but I'm glad to see you were on this @ihayesjr.

Re: Vault 2017 Initial Log In hangs on MS Surface 4

Mark.Lancaster — Mon, 17 Dec 2018 20:29:19 GMT

@cbenner

My reply wasn't based on the initial log in issue that you pointed out but a person I was supporting noticed on their four (4) surface pro, upon Vault client launch the splash screen would be normal, then went to close being a postage size image and when the client fully loaded, most of the client was clipped. I passed along Chris solution and it worked along with the following statement from the person I was supported..

"What worked was under compatibility there is a button called Change high DPI settings. In there I check boxed Override high DPI scaling behavior and set the scaling performed by Application."

Just wanted to pass that a long in case others were having scaling issues on a Surface Pro/Vault Client

Chris sorry I can't give you another solution indicator but I gave you a "Like"..