After connecting to my host PC, I can not get any video or audio on my android Galaxy S5

[BobW1]

I have installed access on both my PC and my Galaxy S5 Android phone. I can connect to the host PC. However When I attempt to launch an app from the app launcher screen my S5 screen goes blank. I also get no audio. The gray Parallels screen displays on the host PC.
I would appreciate any suggestions.

 

[Maheesh@Parallels]

Hi Bob,
1. Uninstall Parallels Access and re-install Parallels Access on your mobile device. This will install the latest build of Parallels Access
2. Remove Parallels Access from your computer as described in this article: http://kb.parallels.com/117142
3. Download latest version of Parallels Access from our website https://access.parallels.com/ and log in to Access using the same email address.
4. Run Access on your PC, make your computer accessible and go to https://access.parallels.com/ again and make sure that you can see your PC there.
5. Make sure that your antivirus/firewall is not blocking Parallels Access connection. Disable it.
6. Try to connect and access the applications and check how it works.
7. Also make sure that necessary ports are opened as in article http://kb.parallels.com/117017
You can find information on working with applications in Parallels Access at : http://kb.parallels.com/116697
If you are facing issues in getting sound in the computer while controlling with Parallels Access, please refer the article : http://kb.parallels.com/en/116700