Unable to connect my HUAWEI computer to my phone/tablet for Multi-Screen Collaboration

Problem

• The computer cannot be connected for Multi-Screen Collaboration. For example, during Multi-Screen Collaboration, the computer does not respond; no dialog box is displayed; no phone window is displayed; a message is displayed after connection, asking the user to click the button below to reconnect; the connection is disconnected; the computer is stuck on the projection screen.
• The computer fails to be connected to a tablet for Multi-Screen Collaboration. For example, no tablet is detected; no screen is displayed; a message is displayed indicating a connection failure.
• The computer fails to be connected to a phone for Multi-Screen Collaboration. Specifically, when the phone receives a dialog box for setting up a Multi-Screen Collaboration connection, the connection fails after the user touches the button to set up the connection, and the issue persists even after the user tries through USB wired connection, search connection, NFC connection, and connection via QR code scanning.

Cause

1. There is an issue with the settings on your phone/tablet or the cache of Huawei Share.
2. An error occurs in the services related to Multi-Screen Collaboration.
3. Multi-Screen Collaboration authentication fails.
4. The Huawei PC Manager file is missing or the Wi-Fi module information is not obtained.
5. There is a network connection error.
6. The firewall status is abnormal due to third-party security software.
7. The Bluetooth driver is faulty.
8. The IP address of a third-party app conflicts with that of your computer (192.168.137.1).
9. The PIE or network adapter is abnormal.

Solution

1. If there is an issue with the settings on your phone/tablet or the cache of Huawei Share:
   1. Disable and then enable NFC (involved in the Tap to Connect function), Wi-Fi, and Bluetooth on your phone/tablet, as well as Wi-Fi and Bluetooth on your computer, and try again.
   2. On your phone/tablet, go to Settings > Apps > Apps, touch the four-dot icon in the upper right corner, and go to Show system processes > Huawei Share > Storage > CLEAR CACHE. Clear the cache for all Huawei Share processes in Apps.
   3. On the phone/tablet, go to Settings, search for Reset in the search bar, and touch Reset network settings.
      

      This will restore all network settings, including Wi-Fi, cellular data, and Bluetooth settings, but will not delete any data or change other settings.

   4. On the phone/tablet, go to Settings > Display & brightness > Screen resolution, disable Smart Resolution, and select FHD+ (High) Resolution. Set the screen resolution of your phone/tablet to a high value.
2. If an error occurs in the services related to Multi-Screen Collaboration:
   Restart Huawei PC Manager and check the running status of related services. The procedure is as follows:

   1. Right-click the Huawei PC Manager icon (|M|) in the lower right corner of the taskbar on the PC desktop and choose Exit.
   2. Search for Huawei PC Manager on the desktop or in the search box on the taskbar and open it.
   3. Press Win+R on the keyboard, enter Services.msc, and click OK to open Services. Check whether the status of Secondary Logon is Running. If the service status is Stopped, right-click Secondary Logon and choose Properties from the shortcut menu, click Start, set Startup type to Automatic, and click OK.

   4. If the issue persists, go to Control Panel > Uninstall a program to uninstall Huawei PC Manager. Then, refer to Updating Huawei PC Manager to the latest version.
3. If Multi-Screen Collaboration authentication fails:
   Delete the trust relationship for Multi-Screen Collaboration, exit Huawei PC Manager on your computer, log in to your HUAWEI ID on your phone, and try again. The procedure is as follows:

   1. Open Huawei PC Manager, click the four-dot icon in the upper right corner, go to Settings > Connections > Paired devices. Find the device to be deleted, click the settings icon, and select Delete Device.
   2. On your phone/tablet, go to Settings > Super Device > Other devices, find your computer (by its Bluetooth name), and touch Delete.
   3. Click the profile picture in the upper left corner on Huawei PC Manager and go to Settings > LOG OUT. For details, refer to Logging in to/out of a HUAWEI ID in Huawei PC Manager.
   4. On your phone/tablet, go to Settings > HUAWEI ID > LOG OUT.
4. If the Huawei PC Manager file is missing or the Wi-Fi module information is not obtained:

   Once the Huawei PC Manager file is missing, uninstall and reinstall Huawei PC Manager. The procedure is as follows:

   • On the computer, go to Control Panel > Programs > Uninstall a program. Right-click Huawei PC Manager and select Uninstall/Change from the shortcut menu to uninstall PC Manager and restart the computer.
   • Visit the Huawei official website. Download and reinstall Huawei PC Manager.

   If Huawei PC Manager fails to obtain the Wi-Fi module information:

   Solution 1: Click the Windows icon on the computer and go to Power > Restart. Try using Multi-Screen Collaboration again after the computer is restarted.

   Solution 2:

   1. Right-click the Windows icon, and select Device Manager.

   2. Expand Software components, find and right-click Intel^® PROSet/Wireless WiFi Software extension, and select Disable device. In the displayed dialog box, click Yes.

   3. Find and right-click Intel^® PROSet/Wireless WiFi Software extension, and select Enable device.

   Solution 3: Update Huawei PC Manager to a version later than 14.0.3.300 (C233) by referring to Update Huawei PC Manager to the latest version.

   

   If the issue persists, back up your data and take your device and proof of purchase to an authorized Huawei Customer Service for assistance.

5. If there is a network connection error:
   Reset the network settings on the computer. The procedure is as follows:

   1. On the computer, refer to Resetting the network on a HUAWEI computer.
   2. On the phone, go to Settings, search for Reset in the search bar, and touch Reset network settings. This will restore all network settings, including Wi-Fi, cellular data, and Bluetooth settings, but will not delete any data or change other settings.
6. If the firewall status is abnormal due to third-party security software:
   Uninstall the third-party security software, VM, and VPN software, and restore the firewall. To do so, perform the following:

   1. Go to Control Panel > Uninstall a program to uninstall the third-party security software one by one.

   2. After uninstalling software, go to Control Panel > System and Security > Windows Defender Firewall.

   3. Click Restore defaults.

7. If the Bluetooth driver is faulty:

   Update Huawei PC Manager, uninstall the Bluetooth driver, and update the Bluetooth driver to the latest version. The procedure is as follows:

   a. Connect your computer to a valid network, open Huawei PC Manager, and go to Settings > Check for updates.

   b. Right-click the Windows icon in the lower left corner of the desktop. Go to Device Manager > Bluetooth > Intel(R) Wireless Bluetooth(R), right-click Intel(R) Wireless Bluetooth(R), and select Uninstall device.

   

   If you are using a HUAWEI MateBook E Go, skip this step.

   c. Connect your computer to a valid network, open Huawei PC Manager, go to Optimization > Drivers > CHECK, and update the computer drivers to the latest version. Then restart your computer.

8. If there is an IP address conflict with a third-party app:
   Change the IP address automatically obtained by the computer to a static IP address. The procedure is as follows:

   1. On the PC desktop, enter cmd in the search box and press Enter. In the displayed Command Prompt window, enter ipconfig /all to view the Description field corresponding to the IPv4 address 192.168.137.1 (VMware Virtual Ethernet Adapter for VMnet8).

   2. On the PC desktop, enter Control Panel in the search box and click Open. In the Control Panel window, go to Network and Internet > Network and Sharing Center > Change adapter settings to find the network adapter named VMware Virtual Ethernet Adapter for VMnet8.

   3. Right-click VMware Virtual Ethernet Adapter for VMnet8, choose Properties from the shortcut menu, and double-click Internet Protocol Version 4 (TCP/IP). In the displayed dialog box, deselect Obtain an IP address automatically and select Use the following IP address. Set IP address to 192.168.124.8 and Subnet mask to 255.255.255.0.

   4. Click OK, restart the computer, and reconnect the computer to your phone/tablet for Multi-Screen Collaboration.
9. If the PIE or network adapter is abnormal:
   Uninstall and reinstall the network adapter driver of the latest version. Taking an Intel wireless network adapter as an example, the procedure is as follows:

    

   • If you are using a MateBook E 2019 or MateBook E Go, skip this step.
   • Step a is required only for Intel network adapters.
   • Ensure that the computer can access the Internet through a wired network or use USB tethering with an Android phone. USB tethering: Use a USB cable to connect your Android phone to the computer. On your phone, go to Settings > Mobile network > Personal hotspot > USB tethering. After enabling USB tethering, wait until the network icon in the lower right corner of the computer changes to the PC icon and open any website to check whether you can access the Internet properly.
   • Then uninstall and reinstall the network adapter driver.
   1. Right-click the Windows icon in the lower left corner on the desktop, go to Device Manager > Software components, right-click Intel(R) PROSet/Wireless Software, and select Uninstall device. In the displayed dialog box, select Delete the driver software for this device and click Uninstall.

   2. Right-click the virtual network adapter (Microsoft Wi-Fi Direct Virtual Adapter #2 or other numbers) and select Uninstall device.

   3. Right-click the virtual network adapter (Microsoft Wi-Fi Direct Virtual Adapter) and select Uninstall device.
   4. Right-click the physical network adapter (Intel(R) Wi-Fi 6E AX201 160MHz) and select Uninstall device. In the displayed dialog box, select Delete the driver software for this device and click Uninstall.
      

      Network adapter driver types:

      • Intel network adapter driver: Intel(R) Wireless-AC 9560 or Intel(R) Wi-Fi 6 AX2**
      • AMD network adapter driver: Realtek 8822CE Wireless LAN 802.11ac PCI-E NIC or Intel(R) Wi-Fi 6 AX2**
      • Virtual network adapter driver: Microsoft Wi-Fi Direct Virtual Adapter

   5. Restart your computer, open Huawei PC Manager, and go to Troubleshooting > WLAN Detection. After the detection is complete, click Fix.

   6. After the driver is uninstalled, restart the computer immediately and ensure that the computer can access the Internet through a wired network or USB tethering. Open Huawei PC Manager, go to Optimization > Drivers, and click CHECK or UPDATE to update the Wi-Fi adapter driver.

   7. After the Wi-Fi adapter driver is updated, follow the onscreen instruction to restart the computer, and try again.