Issue 779564  has been merged into this issue.

Can you upload the client logs to Google drive and share them with jamiewalch@chromium.org? To get the logs, please follow these instructions:

* With the app running, visit chrome://extensions
* Ensure that the "Developer Mode" checkbox at the top right of the page is checked.
* Scroll down to the Chrome Remote Desktop extension.
* Click the main.html link.
* Select the Console tab.

Copy/paste the contents and share them with me.

Another thing to try it hovering over the grey controls stub in the top-right corner. We've had some rendering issues in the past that caused the desktop not to update until something else on the page changes.

I have tried everything to get the screen to display.  The mouse cursor changes as I move it across the desktop/apps but the screen is always white unless "Shrink to fit" is selected.  This used to work but started displaying the white screen a few weeks ago.

Adding the <video> component, since it seems like this might be a regression in the maximum supported size on this device.

Assuming this isn't an HTMLVideoElement issue but something with the pipeline.

How do I access/install the video component you are referring to?

I was referring to the Blink>Media>Video category in this this bug tracker. It helps with attracting the attention of the right people.

Thanks for the clarification...I appreciate your help with this issue.

Dale, are you aware of any changes in M61 that could cause a drop in supported resolution on this device? Judging from the original bug report, this worked prior to M61 (koryiman@, can you confirm this?)

All resolutions are supported, we'll just fall back to software if the hardware fails to accept it; so no I don't know of any changes that would lower the supported resolution.

I can confirm that I was able to use chrome remote desktop with high res
monitors just fine with my samsung chromebook plus before M61.

What resolution was your desktop?

In my case, the Mac is 3440 x 1440.

Dale, is there any useful debugging we can get to help track this down? The contents of chrome://gpu, for example?

It's not clear why you think this has anything to do with video decode? I don't think you're using a <video> tag, so there's no internals page that I know of that can give you more detail here.

If you suspect it's hardware decoding related you can try flipping chrome://flags disabled accelerated video decode and see if that helps. If it does we can rope in some of the CrOS VDA team.

My bad; we used to use <video> and I thought we still did, but you're correct--we don't.

AJ, can you see if you can repro this, and experiment with the flags Dale suggests?

FWIW I just tried with the flag below disabled/enabled with no change in behavior.

Hardware-accelerated video decode Mac, Windows, Chrome OS, Android
Hardware-accelerated video decode where available. #disable-accelerated-video-decode

I connected from a samsung chromebook plus to a Linux machine running at 3440 x 1440 and could not repro the issue. Changing the flags made no difference. I do not have a mac capable of running higher resolutions, so that should be tried next. Chromebook has Chrome verions 62.0.3202.82, the latest stable release. 

I am trying to connect to a dual monitor system with each monitor having a
resolution of 1920 x 1080.  If I lower the resolution the white screen is
no longer present but when I go back to the 1920 x 1080 resolution the
white screen comes back.

Same problem here connecting from samsung chromebook plus to a windows 7 64 bit setup which is 1x laptop screen @ 1920x1080  and 2x 1920x1080 monitors connected via a Plugable usb 3.0 docking station.

Please let me know if any diagnostic data would be useful, I can't confirm if it worked prior to this point as I've just got the chromebook. 

Just to note, if I disable the external displays I can connect correctly and turn off 'shrink to fit' without receiving the white screens

Any updates if a solution has been discovered that solves the Chrome remote issue in question?

I just upgraded my Samsung Chromebook Plus to Chrome 64 hoping the white screen issue would be resolved.  Unfortunately, this issue has become worse.  I remote into two different computers, the one I was having issues with was related to high res monitors but I was still able to remote into a different computer with lower res monitors.  After upgrading to Chrome 64, I get the white screen issue with both high and low res monitors.  I utilize chrome remote very often for work related tasks but now its pretty much useless on the Samsung Chromebook Plus. 

It's possible you're now running into  bug 804433 , although I wasn't aware that it affected Chrome 64. You could try switching to Beta channel, which should resolve the issue if it's the same thing. I don't think it will resolve the problem for larger screen sizes.

As per your suggestion, I switched over to the Beta channel (chrome 65) and tested out chrome remote and I am still getting the white screen while remoting into a computer with high res monitors and a computer with low res monitors (nothing changed with switching over to the beta channel).  Is this going to be fixed in the final release of chrome 65?  Is this particular issue still being worked on for the Samsung Chromebook Plus?  Are there other similar chromebooks having this particular issue?  Thanks for all your help!  

I wanted to see if there has been any new progress made that might resolve this particular issue?

Could you try remotedesktop.google.com instead of the Chrome app? It isn't officially launched yet, but I'd be interested to know whether or not it has the same problem.

I have been using remotedesktop.google.com and things so far have been working fine.  It's a bit more cumbersome to use and I still prefer the functionality of chrome remote desktop.  Is there any hope of getting chrome remote desktop working on the Samsung Chromebook plus?

I'd like to pin this down to either a client- or a host-side issue. From your description, it sounds like it's client-side, so to eliminate the host, could you install the attached msi and try connecting to it? It's the old M61 version, which we released in August, a couple of months before your bug report, so if this is a host-side issue, then this version will not be affected.

Could you please uninstall Chrome Remote Desktop, install the attached version and try to connect right away (it will auto-update if you wait too long). If you can repro the issue, please confirm that it didn't update, and let us know. The easiest way to check the version is to open services.msc and check "Path to executable" under Chrome Remote Desktop Service > Properties.

Once you've finished testing, you can either wait for the host to update back to the current version, or download it right away from https://dl.google.com/chrome-remote-desktop/ChromeRemoteDesktopHost-66.0.3359.12.msi.

Unrelatedly, I'd be interested to hear why you prefer the app to the website. The app will be deprecated soon and we're keen to make sure the new experience is as good or better than the old one. I don't want to derail the conversation here, but if you're willing to submit some feedback via the website (use the link at the bottom of most of the pages, or the options panel when you're connected to a host), it would be really helpful. If there's a specific bug or scenario where it performs badly, please try to reproduce the problem before leaving feedback, as the logs might help us fix it.

Deleted: remoting-host_61.0.3163.20.msi 11.9 MB

remoting-host_61.0.3163.20.msi 11.9 MB Download

As per your instruction, I removed my chrome remote desktop from my host computer and installed the 61.0.3163.20.msi and verified in my windows services that version of chrome remote desktop was in use.  I remoted into my host computer with my Samsung Chromebook Plus and still got a white screen.  I decided to unplug my second monitor and remote in again.  It worked!  I plugged back in my second monitor and got the white screen again.  I decided to upgrade my chrome remote desktop to 66.0.3359.12.  I remoted in again with both monitors connected to my host computer and got the white screen.  I unplugged one of the monitors and remoted in again and it worked!  It appears that the issue with the white screens is associated with having two monitors.

I tried lowering the resolution of the monitors but I ended up having a white screen.  The only way I could get it to work is to have just one monitor plugged into the host computer.  I tried this with another host computer and had the same results.  One monitor would work but two gave me the white screen.  I hope that by identifying this issue with two monitors will help resolve this issue. 

So, to summarise, both old and new hosts fail for the multi-monitor case and succeed for the single-monitor case; correct? The original report stated that this was a regression around the M66 timeframe. Can you confirm that prior to this regression, it was working with multi-monitor? In other words, the only thing that changed around that time was the Chrome version; you didn't add a second monitor at that time?

Yes, the old (M61) and new host (M66) failed when using multiple monitors.  This issue started when I upgraded Chrome to version 61.  Prior to this upgrade to Chrome, there were no issues remoting into a host computer with two monitors.  My host computer has always had two monitors and no additional monitor was added when this issue started to occur.

My work around when remote-ing back to my laptop which has 2 external
monitors was to press "windows + p" and turn off the extended desktop
before going full screen.  As long as I was only using 1 monitor's width of
screen size it was fine.

Scott

I really appreciate the workaround suggestion, but on the Samsung Chromebook Plus when remoting into my hosted computer with two monitors the screen comes up all white (even when using resize to fit or shrink to fit) and there is no way for me to turn off the extended desktop since I am unable to see my desktop. 

Yeah I get that, more that my workaround is an indication that horizontal
resolution is part of the problem.

The suggested work around is to use the website, it is unlikely that we will have the resources to fix this API.

I appreciate everyone's time and effort in addressing this particular issue.  Since the Chrome Remote app will be deprecated shortly in favor of the Chrome Remote progressive web app, I too will move in that direction.  

My hope is that the Chrome Remote progressive web app will improve in these two areas:

1. Have a consistent resolution (at times the resolution suffers).

2. Having the ability to fit your remote screen fully without having to scroll (old chrome remote did this very well).

Thanks again to everyone involved with this issue!