Instant HouseCall Cropping Client with Win10

[SOHOtechRob]

I upgraded my technician workstation to Win10 (from 8.1). Now when I make an IHC connection, the bottom portion of the client's screen is blacked out. I can't see the Taskbar, Start button, System Tray, etc.

I've tried toggling the display settings but it doesn't improve the display situation.

Has anybody else had this problem? Is there a fix?

EDIT: 8/31/2015. See the IHC post below. They have been in contact with me several times via email which I have been very satisfied with. I guess I happen to be in the category of "some Windows 10 users", which is OK. Hey, it happens. I'll just wait for a software update in the future to get the issue fixed, either on the Microsoft or IHC side. In the meantime, I can use the desktop app (instead of the modern app) which works just fine. All in all, I'm very satisfied with the IHC response time, quality and resolution.

Update 11/22/2015 (or thereabouts): Corey didn't let this issue die. He recently reached out to me and had me test side loading a developer version of the app to test it. I've since installed his regularly released update that he mentions in his post further down in this thread. I'm eager to test it on a client (or maybe just another computer of mine when I get back from holidays with family). Thanks Corey for continuing to work on this!

 

[OaksLabs]

I don't know of a fix, but if IHC doesn't have a fix for it I'd roll back to your previous OS. Windows 10 is about 1 month old (it's still a baby), and I wouldn't consider it stable for at least another 5 months.

 

[glricht]

What did IHC support have to say?

 

[mraikes]

One of my laptops (using it to type this right now) auto-upgraded to W10 just this afternoon. I'm using it now with IHC to connect to two other machines. No problems using IHC. I've also been using IHC on my other laptop that I've been running W10 since the preview was first released. Never had any issues on it either.

 

[SOHOtechRob]

What did IHC support have to say?

I submitted a support request on Saturday. Hopefully I'll get a response in the next couple of days... (and will post here any updates...)

 

[Instant Housecall - Corey]

What did IHC support have to say?

IHC Support here.

Known issue. Happens on some Windows 10 devices connected to some customer machines sometimes.

Modern app only.

I'd roll back to your previous OS.

You don't have to. You can use the desktop app, which works flawlessly on Windows 10.

We don't know if it's an OS bug or an IHC bug at this point.

Should be reasonably rare, but anyone who experiences this issue, please pass along the following:

1. Build number of Windows 10 on each machine (Customer/Specialist). Run winver.exe to get it.
2. Video card type and amount of video RAM
3. Amount of RAM on each machine
4. Whether you are using dual monitors (external in the case of a laptop)
5. Screen resolutions on Customer and Specialist

 

[Rayspcsolutions]

IHC Support here.

Now that's what I call service I might have to take another look at Instant Housecall

 

[SOHOtechRob]

Update to the issue in original post.

 

[Instant Housecall - Corey]

Got final word from Microsoft.

They're not classing this as a bug (and thus, won't fix it), but compatibility between Windows 8 and Windows 10 apps is broken for some modern apps. As luck would have it, we're one of them.

To be clear, I'm referring the Specialist app, Windows 10, modern only. This does not affect your customers and there's an easy workaround: use the desktop app.

Modern apps don't have the ability to detect the OS version. We've started work on making a Windows 10 only app. This will take time.

In the meantime, anyone experiencing this issue (which shouldn't be many) on Windows 10 where they can't see the start menu/task bar, please use the desktop app. Desktop app works fine on Windows 10.

Summary:

Windows Vista/7/8:
Use the desktop app

Windows 8.1:
Use the modern app or the desktop app

Windows 10:
Use the modern app or the desktop app.

If you can't see the start menu/task bar on the remote computer, and you're using Windows 10, use the desktop app only.

Again, it should be very rare.

 

[SOHOtechRob]

Got final word from Microsoft.

Thanks for following up on this! Sadly I'm in the minority, but am still pleased with the product.

 

[Rosco]

this a great response for a tech company. I have recently started using instant house call. I love it. I have doing more and more remote support. I really like the price also. Never had a problem but it is good to see they are very with it.

 

[Instant Housecall - Corey]

Fixed. You can update your app from the Windows Store manually, or it will automatically update on your PC in the next week or so.

 

[Larry Sabo]

Just clicked the link in your sig, Corey, and got a warning from Avira:

Warning
The URL you tried to visit was identified as a dangerous website. View more details here. If you trust this page, you can remove the block.
Requested URL:
http://www.instanthousecall.com/
Category/categories:
Malware
Want to know more about this threat? Ask the community or get live help on Avira Answers.

If I try https:instanthousecall.com, no problem. With all the crap from Firefox and Chrome about links to AmmyAdmin.com hosting malware, I was taken aback by this treatment of your URL. Good luck getting that fixed.

BTW, when I reported the issue to Chrome, their response was, if Ammyy would stop making their program available to scammers it would solve the problem, or words to that effect. <sigh>

 

[Instant Housecall - Corey]

Thanks for the heads-up, Larry. I'll reach out to Avira.