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allvtech  
#1 Posted : Saturday, August 18, 2018 7:53:51 PM(UTC)
allvtech


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Location: Las Vegas

When I access my remote host, all I get is a black screen. I know the machine is online because I have other remote access tools that allow me to access it. What software changes were made after 8/13 (when we paid for it) that would cause this? My patience is wearing thin.

Also getting "waiting for host" when I know the host is online (I have other remote access solutions that report it online).

Before 8/13, when we were still on the trial, we did not experience this.

Thank you in advance.

Edited by user Sunday, August 19, 2018 11:41:33 PM(UTC)  | Reason: Not specified

bnx2014  
#2 Posted : Monday, August 20, 2018 11:27:27 AM(UTC)
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I'm just a user, but are you on the hosted or self-hosted option? I don't think I've had a black screen in so long that I can't remember why might have caused it. But I'd start by taking one system and removing the existing install, and then installing again. If that works, then perhaps it is a "security key" thing that gets changed on moving from trial. Just a suggestion though - if you can't get it working, contact support by more direct channels.
allvtech  
#3 Posted : Monday, August 20, 2018 2:25:23 PM(UTC)
allvtech


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Thanks for the reply.

Not sure what you mean by "hosted or self-hosted". Please clarify. These computers are unattended. I have tried upgrading the instance to the latest stable release and also updated the software on the remote computers to that release.

It's not as if I can never access the computers remotely. It's just not 100% available.
Matt Highsmith  
#4 Posted : Monday, August 20, 2018 2:28:32 PM(UTC)
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Basically i believe bnx2014 is asking if you are using the cloud based server or if your server is in-house.
allvtech  
#5 Posted : Monday, August 20, 2018 3:15:43 PM(UTC)
allvtech


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Location: Las Vegas

We are using the cloud based server. No in-house server.
SoCo_Systems  
#6 Posted : Tuesday, August 21, 2018 9:59:51 AM(UTC)
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As you are a new, paying customer, I would suggest contacting support directly.
I think they are on the chat 24/7 https://www.connectwise.com/chat
Or you can scroll down to the bottom and submit a ticket here: https://www.connectwise.com/services/support
thanks 1 user thanked SoCo_Systems for this useful post.
mhanson on 8/21/2018(UTC)
allvtech  
#7 Posted : Tuesday, August 21, 2018 3:06:16 PM(UTC)
allvtech


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Location: Las Vegas

Thanks for the reply. I have already submitted a ticket to support. I just thought I would check with the user community.
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