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eric-l977 asked chris-verdin522 answered

Desktop App: Lines through contact images

One of my coworkers has had this issue for a while now, perhaps since she first downloaded the Desktop App (Windows), and was hoping this recent update would fix the issue.  Unfortunately, the latest update did not fix the issue, so I'm wondering if anybody here has any ideas to fix this.

In addition to what you can see below, the same lines appear on the "Take a Tour" & "Check for Updates" buttons in the Settings menu.  Software version 8.1.1.21232.

Thanks for any help/advice you can provide!

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mike answered
Hello Eric, 

The issue you are having is related to the video/graphics card on the PC.  You may have to update the graphics card on the PC. But before you do. You may want to search and see if there's a driver update for the card and see if that solves the problem. 

Mike 
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eric-l977 answered kim commented
I found that her driver version was from 2010, so I started the update for her.  Not sure when she'll restart her computer to implement the update, but I'll let you know if that works.

On a slight side note, we've got a laptop here that doesn't display the Desktop App at all.  Instead, the window is just completely white.  I believe another RC rep previously tried to help with this, and we needed to install a much older version of the app to get it to work.  The laptop is not that old, and it runs on Windows 7 like the rest of us, so I'm not sure why it won't work.  Could updating the graphics card driver do the trick to resolve this as well?
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kim avatar image kim commented ·
Regarding the "white" screen on the other PC, please try the steps here. 

I'm reaching out to the Product team regarding the  updating her driver didn't work.
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eric-l977 answered mike commented
Turns out updating her driver didn't work.  She's got an NVIDIA GeForce 6600; is this a supported graphics card?
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mike avatar image mike commented ·
HI Eric, There are a lot of different video cards out there. You'll probably want to check with your computer manufacturer and ask them for a recommended model to upgrade too.   

It looks like the model you referenced is a lower end card. This web page will give you an idea where it ranks with other models:    http://www.videocardbenchmark.net/gpu.php?gpu=GeForce+6600



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kim answered
Please send the log via "Feedback" tab directly from the Desktop App. They will investigate on our side. 

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mike answered
Eric L you can also try to uninstall your current version (assuming you are using 8.1) and roll it back to 8.0.   I'll email you the download link. 


Mike 
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chris-verdin522 answered
This reply was created from a merged topic originally titled Distorted windows app. After upgrading to 8.3.5 the display is distorted.  Everything worked fine on 8.2.  But 8.3.4 and 8.3.5 have been the issue. 
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