Dialog prompts shown on wrong screen

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Dialog prompts shown on wrong screen

Postby Alan_G13 » 05 May 2016, 16:31

Hi

If the Screen Control window is left open (for example at the end of playing a video file) with the output sent to a secondary monitor, any system prompts (eg Are you sure you want to quit, Are you sure you want to remove the button etc etc etc) are shown on the secondary monitor and not the primary monitor. If the user has visual sight of the secondary monitor it's not too bad as they can move the mouse pointer and click the appropriate button thereby dismissing the prompt. However, if the secondary monitor is a projector screen that isn't visible to the user, there is no way for them to be able to navigate the mouse to the correct location to click a button, and with the prompts being dialog until they're dismissed there's no way of clicking anything else within ShowExpress.

This leads them to believe that the software has crashed (which it hasn't, it's waiting for user input) and the only way they can get out of it is to use Ctr+Alt+Delete to quit the programme altogether

Can the dialog prompts be correctly shown on the primary monitor as they should be, even if the Screen Control window is still open
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Re: Dialog prompts shown on wrong screen

Postby support » 10 May 2016, 10:01

We are not able to reproduce this problem.
Could you please post (or email) a screenshot showing this problem ?
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Re: Dialog prompts shown on wrong screen

Postby Alan_G13 » 12 May 2016, 19:18

It's happening on all of the installs where we have three video outputs set up in Windows. The three outputs are

1 - Standard primary monitor connected via VGA
2 - Touchscreen monitor connected via DVI which has the Buttons window in SX displayed
3 - Output to projectors connected via HDMI

The Desktop is extended to all three displays and the prompts are being displayed on the third (HDMI) output - ie the projector

I'll get one of the techs to take a picture of the primary PC monitor, touchscreen monitor and the projector screen which is where the prompts are being displayed if it helps you. Wouldn't have thought it would though as it will just show in pictures what I'm describing here ?
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Re: Dialog prompts shown on wrong screen

Postby Alan_G13 » 06 June 2016, 20:45

Hi

Sorry for delay, been waiting for the guys to send me the images

I've emailed three imgages to you -

1 shows two monitors, the primary screen with SX with drop down 'Remove Buton' being selected and the touchscreen with the live child window
2 shows the projector screen with the Screen Control window on and the confirmation prompt to remove the button
3 shows the prompt a bit clearer

As you can see from the images, the projector screen isn't visible to the user, so they think SX has crashed when in fact it hasn't, it's waiting for them to click either Yes or No on the dialog prompt, which they can't do as they can't see it. They either have ti use Task Manager to quit the programme or get someone who can view the projector screen to direct them as to where the mouse pointer is so they can click the appropriate button

If you can get the prompts to show on the primary monitor that would solve the issue
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Re: Dialog prompts shown on wrong screen

Postby Alan_G13 » 08 June 2016, 11:00

Images added here as well so others can hopefully benefit

Image Primary monitor with SX and secondary touchscreen monitor with Live Child

Image Projector screen (prompt is a 'white out'!)

Image Prompt shown on projector screen
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Re: Dialog prompts shown on wrong screen

Postby Lighter007 » 19 June 2016, 13:52

Hi
I got your point. But isn't this rather an OS problem than a software error? Are you sure you selected your PC monitor as prinary screen?
Greetings from Germany! :)
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Re: Dialog prompts shown on wrong screen

Postby Alan_G13 » 19 June 2016, 17:29

Hi

The primary monitor is selected correctly within the OS and is definitely not the one that displays the dialog prompts, which are shown on the projector screen (monitor 3 and not set to primary in the pictures shown) if the Screen Control window is open within SX
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Re: Dialog prompts shown on wrong screen

Postby Alan_G13 » 27 June 2016, 15:38

Hi

Have you managed to recreate this problem yet, or better still found a solution to it ?

It's becoming more and more of an issue with the guys out in the venues and they're ringing me most days now for an update. SX is the only software that this issue happens in if that gives you any more of a clue. Any other software the guys run in exactly the same computer environment displays prompts on the primary screen as you'd expect.

I'm not a big fan of using Ctrl+Alt+Del to kill a process, but it's the only option open to them if there's a dialog prompt shown and there's nobody to help them point the mouse at the right button to click on the projector screen - plus it looks incredibly bad to the audience to suddenly see prompts being shown on projector screens
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Re: Dialog prompts shown on wrong screen

Postby support » 28 June 2016, 22:22

We are not able to reproduce this problem.
We checked with 3 screens, and the requester message is always displayed in the correct window.
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Re: Dialog prompts shown on wrong screen

Postby Alan_G13 » 28 June 2016, 22:56

Hi

Well, it's definitely happening for us, as you can see by the images. Do you have any suggestions that we could try to see if we can find a solution ?

Thanks
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