Symptoms or Errors

Issues are seen with multiple-monitors such as corruptions/scaling-issues on one monitor, offset mouse cursors or tool bars, mouse cursors jumping around, flickering or a black blank screen.

NOTE: It is worth checking if the physical end-point supports the monitor configuration but the virtualized environment does not.

Possible causes

· Monitor resolutions exceed those supported by the vGPU/GPU or virtualization stack (XenDesktop/XenApp).

· Monitor DPI settings are mis-matched. A configuration not supported by Citrix but unfortunately not blocked either.

Checks and solutions

Customers are advised to check the following initially:

· Check the resolution and DPI of each monitor

· Verify the vGPU or physical GPU used for the session can support those resolutions (NVIDIA vGPU supported resolutions are detailed here: GRID Licensing Guide), if necessary change the vGPU profile to support or scale the end-point resolution down to that supported by the vGPU/GPU (following advice in: https://nvidia.custhelp.com/app/answers/detail/a_id/4113 )

· Verify that the resolution is supported by the XenDesktop/XenApp VDA in use, Citrix document their resolution support here: http://support.citrix.com/article/CTX201696

· Verify that the DPI of both monitors is matched, Windows 8.0 and up introduced mixed DPI but it is a feature Citrix do not support and have documented how to check and resolve this configuration, here:

o CTX202319 - Multiple Monitors - Mouse Cursor Jumping Around, Out-of-sync if DPIs of Monitors Are Not Matched

o And here: CTX212500 - Display Scaling (DPI) Causes Undesirable Published Application Display Issues With Multiple Monitors

Relevant products

GRID GPU cards used for pass-through or vGPU (e.g. K1/K2, M60, M6, M6)

Windows OSs 8.0, 8.1, 10.0 and up

Citrix XenApp / XenDesktop

Multi-monitor (more than 2 monitor) configurations