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virtuoso  
#1 Posted : Tuesday, May 8, 2018 3:10:46 PM(UTC)
virtuoso


Rank: Guest

Joined: 5/8/2018(UTC)
Posts: 1
United States
Location: Ohio

We have used Screen Connect for a decade. Running an older version 5.2.8724.5567. Moved it to a new server and now have the following issue.

When we connect to a remote computer we only see a black screen. If we Blank the Guest Monitor, we can see their screen however their screen goes black with our name displayed. How can we correct this so we can both see their screen?

Michael L  
#2 Posted : Monday, May 14, 2018 5:57:20 AM(UTC)
Michael L


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Joined: 8/18/2015(UTC)
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Hi virtuoso,

The issue you're running into happens on versions older than 5.6 when connecting into Windows 10 machines running a version later than the Anniversary Update (.14393 I believe). We made some changes in the client to work around the changes in Windows, and an update to 5.6 or newer should fix what you're seeing. I would recommend getting onto the newest version if you can, though :)

You may need to renew your license before you can upgrade:
https://docs.connectwise...e_an_on-premises_license

Also, you'll have to upgrade to 5.4 before you can go onto any of the newer versions:
https://docs.connectwise...on-premises_installation
ConnectWise Control (ScreenConnect) Support Team
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