Black screen connecting with latest client from Mac OSX app store on Ventura but unsupported MacBook 2015

Jae Holgado

April 18, 2023 20:21

Getting a black screen using Ventura. Re-imaged my machine to Ventura. re-downloaded the latest client from App store. Can connect to remote machine but just getting a black screen. I can hear audio but no video shows up. I have uninstalled/reinstalled. same issue. I downloaded an older version outside of the app store and it works. Problem is it asks me to buy a license. App store purchase of Jump desktop does not require that. I would really appreciate any help. I already opened up a ticket with Support here but no answer yet.

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15 comments

Official comment

Jump Desktop Support April 19, 2023 13:21 (Edited April 27, 2023 17:34)

MacBook Pro 2015 isn’t compatible with Ventura (https://support.apple.com/en-ca/HT213264). Looks like it's having trouble with Metal. There is a workaround to switch to OpenGL.

Try this on the latest version of Jump:

1. Quit Jump Desktop

2. Open up Terminal and type the following in and press enter:

For Mac App Store version of Jump use this command:

defaults write ~/Library/Containers/com.p5sys.jump.mac.viewer/Data/Library/Preferences/com.p5sys.jump.mac.viewer RendererType -int 1

For our web store or Teams version of Jump use this:

defaults write ~/Library/Preferences/com.p5sys.jump.mac.viewer.web RendererType -int 1

3. Open up Jump.

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Jump Desktop Support April 18, 2023 20:25

Hello. Can you please let me know what Mac hardware are you using? Ie MacBook, Mac Mini and which model? You can look it up by clicking the Apple icon and then click ‘About this Mac’

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Jae Holgado April 18, 2023 21:58

Retina

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Jump Desktop Support April 18, 2023 22:08 (Edited April 18, 2023 22:09)

Hi - MacBook Pro 2015 isn’t compatible with Ventura (https://support.apple.com/en-ca/HT213264). Can you let me know how you installed it on your machine? I think Jump might be having trouble accessing Metal to render the screen due to this. There is a way to drop down to OpenGL rendering which might be supported.

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Jae Holgado April 19, 2023 00:58

I used these instructions. https://iboysoft.com/amp/howto/install-macos-ventura-on-unsupported-mac.html

Is there a way to get a lower version of jump desktop? It was working previously

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Jae Holgado April 19, 2023 16:16

i tried, getting this error

jester702@Jaes-MBP ~ % ~/Library/Containers/com.p5sys.jump.mac.viewer/Library/Preferences/com.p5sys.jump.mac.viewer RendererType -int 1

zsh: no such file or directory: /Users/jester702/Library/Containers/com.p5sys.jump.mac.viewer/Library/Preferences/com.p5sys.jump.mac.viewer

jester702@Jaes-MBP ~ %

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Jump Desktop Support April 19, 2023 16:25

Hi Jae,

Looks like you're using the web store version of Jump. I've updated my comments above for the web store version of Jump. Can you please try it out?

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Jae Holgado April 19, 2023 17:32

I am using the Mac App Store version. When I download the web store version it requests for a license key which I do not have since I already purchased the item from apple

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Jump Desktop Support April 19, 2023 17:38

Ah I see - please make sure you paste this entire command in - you missed part of it last time:

defaults write ~/Library/Containers/com.p5sys.jump.mac.viewer/Library/Preferences/com.p5sys.jump.mac.viewer RendererType -int 1

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Jae Holgado April 19, 2023 17:45

it worked with jump desktop webstore but asks me to buy a license. As i have already purchased the app from the Apple webstore the script does not work.

jester702@Jaes-MBP ~ % ~/Library/Containers/com.p5sys.jump.mac.viewer/Library/Preferences/com.p5sys.jump.mac.viewer RendererType -int 1

zsh: no such file or directory: /Users/jester702/Library/Containers/com.p5sys.jump.mac.viewer/Library/Preferences/com.p5sys.jump.mac.viewer

jester702@Jaes-MBP ~ %

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Jump Desktop Support April 19, 2023 17:47

Hi Jae -

Keep using the Mac App Store version and delete the web store version. The reason the command was failing I think is because you didn't paste it properly - it's missing the "default write" part. The correct command in full is:

defaults write ~/Library/Containers/com.p5sys.jump.mac.viewer/Library/Preferences/com.p5sys.jump.mac.viewer RendererType -int 1

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Jae Holgado April 19, 2023 21:20

command worked but still gives a black screen

jester702@Jaes-MBP ~ % defaults write ~/Library/Containers/com.p5sys.jump.mac.viewer/Library/Preferences/com.p5sys.jump.mac.viewer RendererType -int 1

jester702@Jaes-MBP ~ %

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Jae Holgado April 20, 2023 18:14

Issue is still not resolved

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Jump Desktop Support April 20, 2023 19:03

Hi Jae,

Thanks for trying it out:

1. Can you please connect to the machine and reproduce the problem.

2. Then click Help -> Diagnostic Logs and email the zip file to support@jumpdesktop.com ?

Thanks.

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Jae Holgado April 22, 2023 19:47

File has been sent

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