Issue with third screen

Oct 13, 2018
Bob Almond wrote
OK guys - here is what we have. Normal three screen setup, with main control screen as the VGA output on nVidia 210 card. Projector as hdmi out on this same card, and stage displays as VGA output on a second identical card. It's been working fine, but just lately I can't access 3-display mode. The three displays all show correctly in windows, and my control screen is set as the primary screen for windows.

I use the Media Shout tool to set up the displays, and that all works fine. I restart after using the tool, as instructed. It's correct when I look at the settings dialog - display 1 is the main out, display 2 is the control screen, and display 3 is the stage display.

But as soon as I select 3 screen display, all three screens go blank. I can revert to 2 screens (Ctrl/Alt/2) and we're fine again. But triple screen doesn't work.

EasyWorship works correctly on the same machine without any changes to the setup. So I'm certain this is an MS issue, not a hardware one.

Any ideas? I'm using MS 6, and I've checked that my version is up to date.
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14 Answers
Oct 15, 2018
Bob Almond wrote
Just to add a little more information. The screen numbers according to MS don't match the ID numbers in Windows settings. And most of the time the initial startup for MS has the control screen appearing on the wrong screen. Even if it was right at the end of the previous session. I've been through the reset procedure with the Display tool several times, always with a reboot after using. And even when I set the screens so that they display correctly with the display tool, they come up wrong in Mediashout. And there is often no correlation between the setting in the ribbon bar under settings, and the settings dialog.

Is there a settings .ini file or a registry location that is storing this configuration information?

I did wonder if there was an HDCP issue here - the stage display is VGA, and therefore not hdcp compliant, even though the rest of the system is. Would that explain the total blackout when I choose 3 screens? Just a shot in the dark, really.
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Oct 15, 2018
MediaShout Support agent wrote
I would be happy to help you. I'm sorry about the trouble you're having. It sounds like the identities of your monitors is different between Windows and MediaShout and the middle man, DirectX. While we don't pay too much attention to the numbers being mismatched, as sometimes they just will show different numbers in MediaShout vs. Windows, what you're seeing lets us know the "wires are crossed" somewhere. One thing to make sure of is you boot with all screens connected and turned on if possible, and definitely that you do the same before opening MediaShout. Here's what I'd recommend to start fresh.

A) Have all screens connected, close MediaShout, and reboot the system.

B) I would recommend deleting the MediaShout 6 registry key to clear the "cache" of display settings, etc. and try fresh settings. You will have to reconfigure your workspace like viewer settings, light or dark mode, etc. and may have to verify your screen resolutions are correct of course on www.mediashout.com/screens after. But all of your data and scripts will be untouched. This is just basically setting MediaShout to default settings. To do this:

1) Close MediaShout
2) Go to the start menu search bar and type "regedit" with no quotes and press enter
3) Go to HKEY CURRENT USER then Software then MediaComplete
4) See the MediaShout 6 folder/key and right click it to delete it
5) Try starting MediaShout again then launch into 3 display mode.
6) If it works okay, close and reopen to lock in those settings, and see if it starts that way again.
7) If so, now close MediaShout and reboot the system. If you go back into MediaShout after reboot and it still is correct, you're good to go as long as you make sure those displays are connected the same and turned on etc. before MediaShout is started going forward.
Oct 15, 2018
Bob Almond wrote
I'll give that a try - I presumed that was what the Display Tool was doing, but thanks for the suggestion. After that I may try a reinstall, but I don't know how to preserve data and scripts (templates, etc) through that.
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Oct 16, 2018
MediaShout Support agent wrote
Sure thing. The Display Tool writes registry data before MediaShout itself is opened, which usually works, but sometimes if there's already so much invalid data in the registry from having displays swapped a lot and questionable identities in Windows, then the Display Tool can't really do its thing. So deleting the registry key first will allow it to work if you want to use it after that, or do the settings manually as on the article either one :).

Uninstalling unfortunately doesn't help with things like this usually, but when you uninstall it just removes the program files. Not any files like song library, templates, or scripts. Scripts just live on your computer where you put them, and the other files are stored in a separate location in system folders, and are not removed with MediaShout program files (but that's also why usually uninstalling doesn't fix many issues).
Oct 17, 2018
Bob Almond wrote
No joy with any of those ideas, I'm afraid. Our regular user Windows account isn't an admin, so I ran regedit as administrator, and removed the folder. But nothing changed; the display locations still didn't match what was being described.

I'm only really bothered about the song library; everything else I can easily reconstruct. Is there a way to do a clean reinstall - that would surely be a possible?

I notice that it is possible to drag the control window to another monitor; is it possible that this has confused the program somehow?
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Oct 18, 2018
MediaShout Support agent wrote
I'm sorry about the continued trouble. After deleting the reg key, that's when you should be able to run the display setup tool, or manually configure which display is which in MediaShout. If it is showing correctly on the screens, you can disregard the numbers or labels, as it is actually common for those to be mismatched to the numbers in WIndows. It's some issue with DirectX (the middle man between MediaShout and Windows) and Windows having their wires crossed. But if you reboot and it still shows up in the right place, you're golden even if it doesn't appear that the labels/numbers match. Dragging the control screen from one monitor to another shouldn't affect things, as it's just the same as if you took the selection on the control screen drop down and chose the monitor you dragged it to. Btw-- if you are seeing it NOT show up where it's supposed to be and it refuses to hold the settings you pick, check that the monitors are ALL plugged in only to the back of the video card if it's a desktop, and none are plugged into the internal graphics near the top of the back of the computer.

The song library is stored in a hidden ProgramData folder off the C:/ drive. If you wanted to do a clean uninstall, you'd need to backup the song library from this folder:

C:/ProgramData/MediaComplete/MediaShout 6/Song Library (the file is called Songs5.mdb).

It's a hidden folder so you either have to turn hidden folders on in Windows, or use a trick to go to the start menu search bar or address bar of an Explorer window and type %programdata% and press enter.

If you wanted to do a clean uninstall, you can delete that entire MediaShout 6 folder after you back up the song library, then remove MediaShout from control panel, then delete the reg key like with the steps mentioned above.

Keep in mind though this most likely won't affect any screen issues, as deleting the registry key alone will basically delete any settings related to that-- none of those are stored in any of the backend programdata files.
Oct 22, 2018
Bob Almond wrote
No joy from the steps above. I'm away for a few days, but was planning to do a full backup and wipe/reinstall windows, so that I'm sure we're starting from a known place. That'll take me a little while, but I'll keep you posted. Is it possible that a video card that is below your published spec is to blame? We're using two gtx210 cards
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Oct 23, 2018
MediaShout Support agent wrote
Yes! I'm sorry for not asking about this earlier. Hopefully this could save you some work as far as the Windows reinstall unless you just want to do that for other reasons. The video card configuration I think is safe to say is DEFINITELY to blame here. I failed to notice and mention the GTX210 would be underpowered when you advised you had it in the original post. That would cause performance issues like slowness or crashing. But the detail you just supplied about two video cards will cause the monitors to constantly fight with you on routing which signal to which screen, and not holding settings, and other things. At one point in the past when video cards weren't powerful and Windows was setup differently, it was a more common setup to have two cards. But now with Windows and DirectX, and video cards being very robust, we suggest never to use a dual video card setup. Rather, get one video card powerful enough and with enough outputs to handle everything you need. Almost EVERY time we see a dual card setup, it refuses to work with the screen routing properly and will cause the issues you're having. I'd recommend grabbing a card like a GTX1050 with 3 or 4 outputs, and I would be that your problems will be resolved. Of course, when you get the new card you may need to clear out the registry key once as mentioned above, to get any old data that MediaShout had about the old cards out, and then it will be free to do the simple outputs through the one video card.
Nov 05, 2018
Bob Almond wrote
OK - I've got a GTX770 on the way, and will report back when that is installed. I'm also updating the main drive to an SSD to get a bit of extra speed - startup is slow. By the way - I can't access the 'ticket' that your support emails link to - I get told that I'm not allowed to access the ticket when I click the link.
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Nov 06, 2018
MediaShout Support agent wrote
That is great to hear! Keep us posted. That's odd! Can you login on the www.support.mediashout.com page? If not, you may need to create an account there as it's a new site as of last year. Or use forgot password. It's also possible this forum post could have created an erroneous "ticket" that doesn't really exist in a way you can see on the portal.
Nov 07, 2018
Bob Almond wrote
OK. GFX770 installed and running well. But MS is now even worse! I deleted the Registry branch, but now MS fails to see any monitors. Dxdiag shows no errors, but the dropdowns for monitor selection in MS just have '1. on' with no monitors listed. What's more, MS appears not to be recreating the registry entry; when I run MS, exit and then go back to the registry, it still has no Mediashout branch.Nothing else is 'sticking' either - I set the program to start with no script loaded, and still I get the default welcome script coming up.

This is getting silly! How do I go about getting a refund? I've tried using the attach button to add the dxdiag.txt and a capture of the empty dropdowns, but nothing seems to happen.
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Nov 07, 2018
MediaShout Support agent wrote
Hey Bob, I'm sorry about the trouble here. It sounds like some things are just out of whack. There's not an issue in MediaShout that will cause this to happen. It's likely a culmination of all the system changes and adjustments made to the configuration in attempt to make it work before, and now some issues with the configuration on the new video card. We don't have refunds, but we're here to make it work for you.

Here are the steps to clear the MediaShout registry key just to make sure we're talking about the same thing:

1) Close MediaShout
2) Go to the start menu search bar and type "regedit" with no quotes and press enter
3) Go to HKEY CURRENT USER then Software then MediaComplete
4) See the MediaShout 6 folder/key and right click it to delete it
5) Try starting MediaShout again

It will recreate this key everytime you launch the program, it has to, to be able to run.

Deleting that key will affect any already saved routing that MediaShout will have to send out to the monitors, but will NOT fix a problem with MediaShout not seeing those monitors if they don't show up.

That would usually be a hardware or connection/configuration issue. Maybe even a driver issue with the video card or monitors in Windows.

If you go to dxdiag and click on the Display1 and Display 2, (and Display 3 if you have it), and look on the "Monitor: " line-- does it show at least something like "Generic PnP Monitor" or does it show an "X" there? If it shows an X it means there's still a system issue that needs to be taken care of.

In either case, we sometimes see invalid monitor drivers loaded. If you look in Device Manager, go down to the Monitors section, and make sure each monitor number 1 doesn't have any issues listed, or little notification badges on the icons, and that they are all using correct drivers, like generic Microsoft drivers, or Dell drivers for a Dell monitor, etc. If using something odd like a Teamviewer driver or something like that, they should be rolled back to standard and that may fix it.

If that doesn't resolve it, let us know and we can troubleshoot further, we are here for you. If you are within 30 days of the purchase, you can just call the support line and we can help via remote session even, to check things out (it may not be a MediaShout issue, but we can check a couple things and advise what to do to move forward, and we'll try to go the extra mile in this scenario). Or if you're past 30 days, maybe do a live chat with us for free on the support page, or consider getting just 1 month of the Plus Membership for $17, which includes a media pack worth much more than that, and it will give you a 30 day window for us to remote in and help as needed.
Nov 07, 2018
Bob Almond wrote
DXdiag does indeed show little 'x' by the monitors. Monitors don't show in Device Manager as Monitors, but as 'other devices' - even though Windows Display properties sees them properly. I'm able to install the latest Microsoft drivers for the GTX 770, but not the latest nVidia drivers, as the install always fails. There's some indication on the web that this is a known issue with Windows 10 Pro. But I note that the 770 is on your list of approved display cards - so which driver are you using with it?
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Nov 08, 2018
MediaShout Support agent wrote
The 770 is one that based on specification should work great, but we don't necessarily have first hand experience with all of them (although we have sent plenty of the 770 used successfully with customers).

I would say if it won't let you install the driver, there may be something going on there that needs to be addressed-- possibly you could reach out to Nvidia support to see. A lot of the times the Microsoft driver will not be the most ideal. I'm not positive that's affecting the monitor drivers though, but it's possible.

If they are showing X's, that needs to be resolved either by monitor driver updates, or possibly the video card, so they show as valid monitors in DirectX, before MediaShout will see them unfortunately.