RE 7.96 screens rendering weirdly under Windows 10

robert badley · April 2018

I have just recently gotten a new HP ProBook laptop with Win 10 and am unable to get it to display RE screens properly. I can lof in to RE but it renders the screen in such a way that the tabs in a constituent record are not visible and the the font size is tiny and hardly readable. Increasing the scaling of the screen in Windows does nothing but make the screen bigger but still unreadable.

Has anyone had challenges with RE 7 and Win 10?

Robert

Ryan Hyde · April 2018

No, RE works in Win10 the same as Win7. I'm assuming you're logging into a hosted environment, yes?

If so, your issue is probably to do with Citrix, not Blackbaud/RE. Do you know where to find the citrix receiver icon in your system tray? If so, right click on it and go to Advanced Preferences > High DPI. You've got three options in there - play around with them and see if one of those doesn't fix your problem.

robert badley · April 2018

Ryan Hyde:

No, RE works in Win10 the same as Win7. I'm assuming you're logging into a hosted environment, yes?

If so, your issue is probably to do with Citrix, not Blackbaud/RE. Do you know where to find the citrix receiver icon in your system tray? If so, right click on it and go to Advanced Preferences > High DPI. You've got three options in there - play around with them and see if one of those doesn't fix your problem.

Ryan, we are not hosted so Citrix is not a factor. The weird thing is that BB recomended updating my Intel graphics drive which I did. This fixed the issue for about two days and then it reverted to doing the same thing again. I am wondering if there is some Windows or virus software or .......that is updating itself every couple of days and causing me this grief. My IT guys are trying to figure this out with me.

Ryan Hyde · April 2018

Oof, yeah, that's a very particular can of worms you've got there. Best of luck to you and your IT team.

JoAnn Strommen · April 2018

I'm self-hosted and use Windows 10. I have not encountered any problems with screens.

Hope you get it figured out.

robert badley · April 2018

robert badley:

I have just recently gotten a new HP ProBook laptop with Win 10 and am unable to get it to display RE screens properly. I can lof in to RE but it renders the screen in such a way that the tabs in a constituent record are not visible and the the font size is tiny and hardly readable. Increasing the scaling of the screen in Windows does nothing but make the screen bigger but still unreadable.

Has anyone had challenges with RE 7 and Win 10?

Robert

Thought I would add a screen shot of the Bio 1 screen so that others can see what I am refering to here. See attached.

Simon Stacey · April 2018

Hi Robert,

Do you have ImportOmatic installed? We had exactly that issue on RE7 machines running under Win10 with IOM installed - it would occur whenever the default display scale (in Windows Display Settings) on the primary desktop was anything other than 100% (which, when you're dual-screening a 27in monitor and a c.14in laptop is ... interesting).

Thanks,

Simon

robert badley · April 2018

Simon Stacey:

Hi Robert,

Do you have ImportOmatic installed? We had exactly that issue on RE7 machines running under Win10 with IOM installed - it would occur whenever the default display scale (in Windows Display Settings) on the primary desktop was anything other than 100% (which, when you're dual-screening a 27in monitor and a c.14in laptop is ... interesting).

Thanks,

Simon

Simon

I do in fact have IOM and the Omatic LO Connector running on my laptop. The strange thing is that another of my colleagues has exactly the same hardware and software setup as I do and they do not have the problem that I do, I discovered just yesterday that if I go into Properties on my RE start icon and click Compatibility and then check "Overide high DPI scanning behavoir" and choose "Scaling performed by: System (Enhanced)" then RE works fine for me!!

The other strange occurence of this problem happens for some of our users who access RE remotely via a Windows Remote Desktop Connection. I'm now trying to figure this one out.

Robert

Diane Ellis · April 2018

robert badley:

Simon Stacey:

Hi Robert,

Do you have ImportOmatic installed? We had exactly that issue on RE7 machines running under Win10 with IOM installed - it would occur whenever the default display scale (in Windows Display Settings) on the primary desktop was anything other than 100% (which, when you're dual-screening a 27in monitor and a c.14in laptop is ... interesting).

Thanks,

Simon

Simon

I do in fact have IOM and the Omatic LO Connector running on my laptop. The strange thing is that another of my colleagues has exactly the same hardware and software setup as I do and they do not have the problem that I do, I discovered just yesterday that if I go into Properties on my RE start icon and click Compatibility and then check "Overide high DPI scanning behavoir" and choose "Scaling performed by: System (Enhanced)" then RE works fine for me!!

The other strange occurence of this problem happens for some of our users who access RE remotely via a Windows Remote Desktop Connection. I'm now trying to figure this one out.

Robert

This is a known issue with the latest version of Import O Matic and high resolution monitors. I'm not sure about the Windows RDC piece. Here's the article from Omatic on the issue though.

The display in RE can be impacted by installing Import Omatic in high resolution computers. The RE Properties can be adjusted to override that behavior.

Follow the steps in this Omatic article to resolve the problem.

https://omaticsoftware.freshdesk.com/support/solutions/articles/28000013894-the-raiser-s-edge-display-does-not-scale-correctly-when-importomatic-is-installed

robert badley · April 2018

Diane Ellis:

robert badley:

Simon Stacey:

Hi Robert,

Do you have ImportOmatic installed? We had exactly that issue on RE7 machines running under Win10 with IOM installed - it would occur whenever the default display scale (in Windows Display Settings) on the primary desktop was anything other than 100% (which, when you're dual-screening a 27in monitor and a c.14in laptop is ... interesting).

Thanks,

Simon

Simon

I do in fact have IOM and the Omatic LO Connector running on my laptop. The strange thing is that another of my colleagues has exactly the same hardware and software setup as I do and they do not have the problem that I do, I discovered just yesterday that if I go into Properties on my RE start icon and click Compatibility and then check "Overide high DPI scanning behavoir" and choose "Scaling performed by: System (Enhanced)" then RE works fine for me!!

The other strange occurence of this problem happens for some of our users who access RE remotely via a Windows Remote Desktop Connection. I'm now trying to figure this one out.

Robert

This is a known issue with the latest version of Import O Matic and high resolution monitors. I'm not sure about the Windows RDC piece. Here's the article from Omatic on the issue though.
The display in RE can be impacted by installing Import Omatic in high resolution computers. The RE Properties can be adjusted to override that behavior.

Follow the steps in this Omatic article to resolve the problem.
https://omaticsoftware.freshdesk.com/support/solutions/articles/28000013894-the-raiser-s-edge-display-does-not-scale-correctly-when-importomatic-is-installed

Thanks much for this link Diane. I had not contacted Omatic about the issue as it seemed to be more Windows related. Their solution is pretty much what I ended up discovering with the exception of choosing System as opposed to System (Enhanced) which I did. Both seemed to work fine in my case.

Robert

Jason Black · April 2018

So we don't use Import-O-Matic, and yet some of our users are seeing this issue - primarily users of newer laptops. The IOM fix listed below suggests checking the "Override high DPI scaling behavior on the RE7 application properties. On these laptops, that isn't even an option on the Compaitibility tab.

Any other ideas what can be going on here?

Jason Black

robert badley:

Diane Ellis:

robert badley:

Simon Stacey:

Hi Robert,

Do you have ImportOmatic installed? We had exactly that issue on RE7 machines running under Win10 with IOM installed - it would occur whenever the default display scale (in Windows Display Settings) on the primary desktop was anything other than 100% (which, when you're dual-screening a 27in monitor and a c.14in laptop is ... interesting).

Thanks,

Simon

Simon

I do in fact have IOM and the Omatic LO Connector running on my laptop. The strange thing is that another of my colleagues has exactly the same hardware and software setup as I do and they do not have the problem that I do, I discovered just yesterday that if I go into Properties on my RE start icon and click Compatibility and then check "Overide high DPI scanning behavoir" and choose "Scaling performed by: System (Enhanced)" then RE works fine for me!!

The other strange occurence of this problem happens for some of our users who access RE remotely via a Windows Remote Desktop Connection. I'm now trying to figure this one out.

Robert

This is a known issue with the latest version of Import O Matic and high resolution monitors. I'm not sure about the Windows RDC piece. Here's the article from Omatic on the issue though.
The display in RE can be impacted by installing Import Omatic in high resolution computers. The RE Properties can be adjusted to override that behavior.

Follow the steps in this Omatic article to resolve the problem.
https://omaticsoftware.freshdesk.com/support/solutions/articles/28000013894-the-raiser-s-edge-display-does-not-scale-correctly-when-importomatic-is-installed

Thanks much for this link Diane. I had not contacted Omatic about the issue as it seemed to be more Windows related. Their solution is pretty much what I ended up discovering with the exception of choosing System as opposed to System (Enhanced) which I did. Both seemed to work fine in my case.

Robert

Diane Ellis · April 2018

Jason Black:

So we don't use Import-O-Matic, and yet some of our users are seeing this issue - primarily users of newer laptops. The IOM fix listed below suggests checking the "Override high DPI scaling behavior on the RE7 application properties. On these laptops, that isn't even an option on the Compaitibility tab.

Any other ideas what can be going on here?

Jason Black

robert badley:

Diane Ellis:

robert badley:

Simon Stacey:

Hi Robert,

Do you have ImportOmatic installed? We had exactly that issue on RE7 machines running under Win10 with IOM installed - it would occur whenever the default display scale (in Windows Display Settings) on the primary desktop was anything other than 100% (which, when you're dual-screening a 27in monitor and a c.14in laptop is ... interesting).

Thanks,

Simon

Simon

I do in fact have IOM and the Omatic LO Connector running on my laptop. The strange thing is that another of my colleagues has exactly the same hardware and software setup as I do and they do not have the problem that I do, I discovered just yesterday that if I go into Properties on my RE start icon and click Compatibility and then check "Overide high DPI scanning behavoir" and choose "Scaling performed by: System (Enhanced)" then RE works fine for me!!

The other strange occurence of this problem happens for some of our users who access RE remotely via a Windows Remote Desktop Connection. I'm now trying to figure this one out.

Robert

This is a known issue with the latest version of Import O Matic and high resolution monitors. I'm not sure about the Windows RDC piece. Here's the article from Omatic on the issue though.
The display in RE can be impacted by installing Import Omatic in high resolution computers. The RE Properties can be adjusted to override that behavior.

Follow the steps in this Omatic article to resolve the problem.
https://omaticsoftware.freshdesk.com/support/solutions/articles/28000013894-the-raiser-s-edge-display-does-not-scale-correctly-when-importomatic-is-installed

Thanks much for this link Diane. I had not contacted Omatic about the issue as it seemed to be more Windows related. Their solution is pretty much what I ended up discovering with the exception of choosing System as opposed to System (Enhanced) which I did. Both seemed to work fine in my case.

Robert

I'd recommend you send a screenshot or more description of what is occurring. One area that can cause this is within Windows. If you set it to anything other than dispaly Small, which is the default, then it might cutt off or truncate the image, tabs, buttons within The Raiser's Edge. RE pulls from the display settings on the workstation itself. The higher the resolution, the smaller the default text will appear. It can be difficult to find the right balance for the screen resolution.

RE 7.96 screens rendering weirdly under Windows 10

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