2nd Monitor Issue

[LP_12892818]

Mathcad Prime 9.0.0.0 works fantastic on my laptop screen. When I drag the window over to my 2nd monitor it will no longer allow me to move the text or equations around and it shows a not allowed symbol. Does anyone have a solution for this issue where I can use the software on the other monitor?

[DJNewman]

Can you show a screenshot of this?

[LP_12892818]

Here is a video of the issue. Half the time it wont allow me to move it and then the other half it throws it somewhere random.

[Werner_E]

Embedding videos most often does not work here in the forum. And if it does we a forced to use a mediocre media player.

Its far better to simply attach the video file rather than to embed it.

[LP_12892818]

https://www.dropbox.com/scl/fi/64nq7hhbbfga9cjear4jv/Mathcad-Issue.mp4?rlkey=pia54xupz46100nj1vn778ok0&st=8ea14vds&dl=0

[Werner_E]

Actually i was thinking of attaching the  mp4 file directly here

and not embedding it that way

or via drag and drop to the post body.

But a dropbox link sure works as well and is sure better than an embedded video. The video in your previous post is still not accessible  either because something is broken or because its still not 'approved'.

Your video shows a strange behaviour. And you say that it only occurs when you are working on your second monitor?

I assume that you used single text fields (as opposed to text blocks which stretch over the full width.

Have no idea what could cause the problem - sorry.

Did you already contact official PTC support by opening a support case? You know that this here is not PTC support but rather a forum where users try to help other users. PTC employees are rather the rarity here, @DJNewman is an exception 😉 Hope he can help you with your problem. Good luck!

[LP_12892818]

Thanks and yes I have reached out to them a few times and they kept sending me here. 

[Werner_E]

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@LP_12892818 wrote:

Thanks and yes I have reached out to them a few times and they kept sending me here. 

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Oh! How nice - and so unhelpful!
But I would have to lie if I said I was surprised.
I suspect and hope that you have a better chance of getting help via @DJNewman

[DJNewman]

That's really weird. I've been using Mathcad Prime for years on lots of different versions on a set-up of a small laptop screen, plus a much bigger extended monitor or two, and have never encountered this. I certainly can't replicate what you're going through now (on 10.0.1.0).

This is something Support should handle, not Community, though it's unclear to me if this is a Mathcad issue or some kind of goofy Windows setting, since I have no idea what the mechanism for this problem would even be.

[LP_12892818]

Who would be the person to reach out to? I have tried to reach out to support. I have been emailing Abdul when I filed for support on this issue and he keeps  sending me here. Is there a phone number I could call?

[DJNewman]

I'm not familiar with Abdul so I can't really go yell at him on your behalf.

That said, if you had the same version of Mathcad before two weeks ago and everything was running fine, and then suddenly two weeks ago something changes, but Mathcad was the same, it can't be a Mathcad problem, so I'm not sure how much we or even Abdul (or anyone else at PTC?) can help you. That implies something is wrong with something else in your system, like some errant Windows update (but then you'd think everyone else on Windows 11 would have that issue) or some other kind of firmware issue like those drivers. Maybe you could roll those updates back and see what happens...?

[SPaulis]

@LP_12892818 I also suspect that this is a an issue with Windows or your video driver.  I have been running on multiple setups over the last few years, having to switch offices with new monitors, working from home on my monitors at home, and working only from the laptop.  I think everyone is going to blame the other group (i.e. your IT vs. PTC vs. MS) until they buckle down and try to solve the problem.  This sounds like a tough one but don't give up.  How old is your laptop and what Windows version are you running?  Do you have similar or other weird behavior with other programs?

[LP_12892818]

No issues on any other softwares running on the computer. I have the latest Geforce drivers and its the latest version of Windows 11. The laptop is only 4 years old but this problem has happened in the last 2 weeks. Before 2 weeks ago I could run mathcad with no issues.

[SPaulis]

I agree with @DJNewman's comment above.  If you are not aware of any major change over the last few weeks, it must have been an Windows or other automatic update that occurred recently.  Is this your own personal computer or is it a work computer with an IT department to support you?