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List screen getting cut in half!

Emily Johnson
$organization

Hey everyone,

Bit of a strange one, hoping someone else has come across this before - when I'm using dual screens I don't have this problem, but when just on my laptop I get the below upon opening any of my lists or any dashboard in Analytics:

It's a little hard to see in the picture, but basically the lower half of the screen gets greyed out so I can only work with the top half of my screen - and on a laptop screen which is small to start with, this isn't a lot to work with! I can't re-size any part of the screen at all, and I've tried different resolutions etc. to no avail. It's becoming highly frustrating so am open to any other suggestions!

Thanks,

Emily

Emily Johnson

CRM and Data Executive

T: 01242 537288

cheltenhamfestivals.com

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  • $organization in reply to Marie-Lisa Burrough

    Hi

    I have had the joy of dealing with this on MANY of my computers. 

    Are you using a laptop? Or a laptop connected to a monitor? 

    I have found a couple of things with this. 

    1) If you are connecting to a monitor via laptop, make sure that your resolutions on both screens are matching. 

    2) if you usually connect to TESS via laptop, and are just using laptop, change your scale and layout to 100% (I find sometimes I need top re-start after the scale change for it to take full effect)

    Hope some of that helps. 

    Citrix used to have a "high DPI" setting that would take care of all that without all the trickery, but the latest update made that go away.

  • $organization in reply to Jen Skelly

    HI

    Thank you! That was really helpful and all resolved now. I think it was because I was on a different monitor set up than usual. 

    Thanks!

  • $organization in reply to Jen Skelly

    We've been suddenly seeing a rash of this, apparently brought on by the mysterious disappearance of the "high dpi" option in Citrix. (Would be curious if anyone knows why that went away, since it seemed to be the only thing keeping the solution functional for users with multiple different screens.)

    From talking to users, my sense is that the first symptom is usually that everything gets mysteriously small, and then they often boost the application scaling to compensate for this, which then results in the cut off windows for any part of the Tessitura app that is a framed browser (which includes list screens, but also analytics, for example.)

    While the source of the problem seems deeply rooted in Citrix-land, I'm wondering if there's anything Tessitura could fix that would help it more accurately detect the app window size and properly size these embedded browser frames to avoid this "half window" problem...

  • $organization in reply to Marie-Lisa Burrough

    I put in a ticket about this a couple of weeks ago and Tessitura is actively working to figure out a fix for this with Citrix.

    The fix for me was to go back one iteration of Citrix because the other fix (as Jen Skelly mentioned) was to scale both displays' resolution at the same percentage which when you have a 13" laptop as one screen and a widescreen external monitor as the other that won't work.