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Empower remote desktop - Preview Publisher displays pinched characters - WKB19043

Article number: 19043


  • Preview Publisher produces a PDF report with pinched characters while in Remote Desktop application.


  • Empower 3


Remote Desktop can only support 4:3 display resolution.


  1. Click Remote Desktop Application.
  2. Select Options > Display.   
  3. Change the display resolution. 


4:3 aspect ratio resolutions: 640×480, 800×600, 960×720, 1024×768, 1280×960, 1400×1050, 1440×1080, 1600×1200, 1856×1392, 1920×1440, and 2048×1536. 

Any other setting pinches the numbers. 1024x768 also works. 

The wide-screen format ratio of 16:10 does not work.
16:10 aspect ratio resolutions: 1280×800, 1440×900, 1680×1050, 1920×1200, and 2560×1600.

The PCS is posted on the website, but it's incomplete. Following is the complete text. See point D.

Characters are squished/deformed and unclear when Empower Reports are previewed or printed.
Workarounds: You can fix this by performing one of the following options:

A. Open the Report Method in Empower and, from Method Properties, select the appropriate paper size. Save and close the Report Method. 

•If you are not using the Default printer installed on your system, clear the “Use Printer Defaults” option and select the paper size manually.
•If you modify a Report Method, it will affect everyone in your Empower network who uses this method.

B. In Device Manager, under Display adapters, verify that your graphic card is installed properly. If you have more than one graphic card, focus on the one connected to your working display.

C. To verify that Windows identified the working display, access Control Panel\Appearance and Personalization\Display\Screen Resolution. If you see a generic description instead of your working display name and model, update your device driver.

D. This issue can occur if you are using a remote connection through Windows Remote Desktop Connection Service to a Windows 7 or Windows Server 2008 terminal. Windows 10 or Windows Server 2012 terminals no longer have this problem. You can work around the issue by enforcing a 4:3 (for example, 1280x1024) resolution for remote windows. 

E. Use a virtual machine with VMware to preview and print Empower reports. This issue does not affect virtual machines using a VMware interface.

Not able to find a solution? Click here to request help.