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NetSupport Manager and NetSupport School Clients have three methods of capturing the video output sent to the Client’s screen.

1 – Hooking into the installed video driver (Windows 7 and below)
This method involves the NetSupport Client hooking into the video driver on the Client machine and sending copies of the video instructions that the video driver receives to the NetSupport Control/Tutor, these instructions are used by the Control/Tutor to display the Client’s screen. This method may not display areas of the screen where the applications are bypassing the video driver and displaying to the Client’s screen directly.

2 – Desktop Duplication (Windows 8 and above and NSM/NSS version 12.50 and above)
This method provides access to the contents of the desktop by using bitmaps and associated metadata for optimisations. When Windows updates the display, a copy of the changed area is sent to the NetSupport Client. Desktop Duplication is more CPU-friendly and provides a higher frame rate on faster networks.

3 – Screen scrape
This method captures the Client’s screen as if it were a bitmap. Although the data is compressed, this method is marginally slower and has a greater impact on the network due to the slightly larger amounts of data being sent. This method will provide an accurate representation of the Client’s screen.

If you are having a problem with a video driver, our Support team may advise you to use screen scrape mode.

Enabling screen scrape mode
You can enable screen scrape in the Client/Student Configurator.

NetSupport Manager

  1. Open the NetSupport Manager Client Configurator from the NetSupport Manager program group.
  2. Select Advanced and double-click on Master Profile.
  3. Select Remote ControlView.

  1. Select the Enable Screen Scrape option.
  2. Click OK and restart the Client service.

NetSupport School

  1. Open the NetSupport School Student Configurator from the NetSupport School program group.
  2. Select Advanced.

  1. Select the Enable Screen Scrape option.
  2. Click OK and restart the Client service.

For versions of NetSupport Manager prior to 8.1 and NetSupport School prior to 10.70, the Enable Screen Scrape option is not available in the Configurator. This option will need to be enabled manually in the Client32.ini.

  1. Open the folder that you installed NetSupport Manager/School into:
    32bit C:\Program Files\NetSupport\NetSupport Manager/School
    64bit C:\Program Files(x86)\NetSupport\NetSupport Manager/School
  2. Find and open the file called Client32.ini in a text editor such as Notepad.
  3. At the bottom of the [Client] section add the following parameter:
    ScreenScrape = 1
  4. Save and close this file.
  5. You will now have to re-checksum the Client32.ini file using the utility CKSINI.EXE – For more information on how to do this, please click here.

 

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