black screen when connected to remote play

Tim_10110 · Mar 4, 2022

I got a new HP gaming pc a few months ago. i was hoping to use it for remote play with my xbox one s. had a few bumps in the road with connection issues but got it running. a few sessions in, my xbox died. i tried troubleshooting it but was informed by support that my only options were to get it refurbished or buy a new machine. i wanted to avoid more hassle so i went out and bought a brand new xbox series S. i come home to set it up. followed the set up instruction for remote play. the connection was successful, but theres no video, just a black screen. ive tried more times than i can count to get assistance from xbox support. but ive had many calls dropped, with no attempt to reach me again (even though they ask for your number so they can call back if the call is interrupted) which means i have to attempt to start the whole process again. and as some of you know, it doesnt matter if they drop the call and leave you hanging, you can only call in 3 times in a day. when i do manage to get someone on the phone, im told that this is a windows issue and im transferred to a windows tech. then after another long convo im told......its an xbox issue and i need to talk to them. ive been completely unsuccessful in attempts to get the issue escalated. this is an attempt to either get a fix to the black screen on my win 11 pc. or info to help me finally get in contact with a microsoft rep thats interested in helping me instead of just passing me around in a circle.

:)

Tim_10110

yes, im trying to use the xbox app. yes, i have checked updates many times. the new pc was able to display the video when i was using remote play on an old xbox one s (before it died) i tried repair app and reset app in the advanced options section of apps in win 11, as well as deleting and reinstalling the xbox app. i had a microsoft support tech remote operate my pc for 2 hrs playing with every setting possible, including uninstalling my security to make sure it wasnt the cause. i just installed the app on my phone and it does display video. this is crazy. and the worst part is that im disabled. i bought the xbox on dec 31 2021. ran into this issue, i was going to just return it, but thought surly there has to be a fix. i fell ill for a while so i couldnt get further into solving this. now it seems there isnt a fix. no one knows whats going on, and i can no longer return the device.

XBF-Spartan

Hi Tim,

Thanks for reaching out to the forums! Are you using the "Xbox App' when attempting to stream, your console to your pc and is the app updated? I understand that you have followed all provided instructions to setup remote play on your console, but can we verify that by having you install the Xbox app on your mobile device and try to remote into your console?

PandaMaster

Yes. If I’m on my mobile network at work and try to remote play I get black screen.

When I’m home on my wifi it works fine.

But when I’m away or even at home and try to remote play on my mobile network I get the black screen. Was working fine before. Don’t know what happened

Cindynonymous

Hi Derek, sorry for the spam! On the console companion app it says that connectivity is connected, and NAT type is open. On the xbox it says that the NAT type is open right now. When I tried to remote play again however it once again showed me a black screen

Asher Geen

That’s the thing neither will work on remote casting it’s just a black screen on the Xbox app and it won’t appear when I press windows + K for remote display so neither will work.

black screen when connected to remote play