I'm unable to share from extended desktop on my Windows PC

Article number: [5462] - Legacy code: [KB1343]

This article applies to the following products:

This is a general troubleshooting KB for when issues with sharing the extended desktop or with the extension pack arise. If you are looking for information on how to use the extended desktop mode, please refer to [KB5036].

Several generic causes of issues and how to resolve them are listed below:

The option for the extended desktop functionality is missing or asks me to install the Extension pack:

  • Due to security reasons, the latest version of the extended desktop driver will only work with Buttons of the 2nd generation (model number R9861500D01 or R9861500D01C - compatible with CS/CSE models) and 3rd generation (model number R9861600D01C or R9861600D01CUS - compatible with CX models). 
    As a consequence, the extended desktop functionality is not available on CSM-1 and CSC-1 models. An overview of the different Buttons and their compatibility with ClickShare Base Units are given here: [KB6454].

  • Know that the extended desktop functionality is only available on 64-bit versions of Windows.

  • The extended desktop functionality is not available on Mac. See [KB1477].

  • The extended desktop function is only selectable when no second screen is already connected/configured in your windows configuration. 
  • Make sure the latest version of the ClickShare Extension pack is installed. In case you have an older version installed on your device, please uninstall it before installing the new version. A reboot will be required when installing/uninstalling the ClickShare Extension pack.
    The Clickshare Extension pack is available for download here

  • If you installed the latest version of the extension pack before your Windows version upgraded to version 1709, you will need to re-install the extension pack on your PC following the instructions above

  • Make sure the Firmware of your Base Unit is 1.6 or higher.
    To ensure all changes have gone into effect after updating, please pair all Buttons with the Base Unit so that they certainly have the latest version too.

  • The extended desktop driver is supported for Windows 8 and 10.
    On Windows 7, the driver will work but will not be supported in the future.

  • Although solved in the latest version, there is a known incompatibility when certain combinations of drivers from graphics board vendors and WDDM2.2 graphics driver models, especially in combination with Windows 10 versions 1709, 1803, and 1903. As these versions are already a couple of years old, it is unlikely that these will cause issues. For more details, see [KB4949] and [KB9584]

The extended desktop is not shown when pressing the Button.

  • Please make sure you followed all of the steps laid out in [KB5036].

  • Please check if you are using a computer containing NVIDIA or AMD GPUs in SLI or Crossfire mode. This type of configuration is not supported.

Looking for an alternative?

  • Know that some ClickShare models allow you to share with native protocols such as Airplay or Miracast to the main display. These protocols have built-in, native support for extended desktop sharing.

  • If you need this functionality simply to view your presenter notes whilst sharing a Powerpoint presentation, please refer to [KB10950] on how to use Presenter mode with the ClickShare Desktop Application on both Windows and Mac, without the need to install the extension pack.



Last updated Jun 14 2022

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