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jkress Super Contributor.
Super Contributor.
1479 views

Remote Management Black Screen

ZCM 11.4.2
WIN7 desktops (x86) & (x64)

After starting a remote control session, and logging into the PC, the remote
screen goes black with only a cursor pointer displayed with a tiny circle at
the tip of the mouse pointer. Mouse control is there, but no remote desktop
is displayed. After a disconnect, than reconnect all is normal. Attempted
with optimization off and on. No difference. All desktops are Dell varous
models and video drivers. This worked fine prior to the upgrade to 11.4.2.
So a desktop issue is not likely, however the clients are at 11.4.2.

Not a critical issue, but just daily pain.

Suggestions?
In advance, thanks,
JoeK


Labels (2)
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7 Replies
jkress Super Contributor.
Super Contributor.

Re: Remote Management Black Screen

Just tested, this does not occur with desktop agent 11.3.2.47407.
Does occur with agent 11.4.1.12471

Appears to an agent related issue.

"Joe Kress" <jkress@ddssys.com> wrote in message
news:xfYCz.133$F31.71@novprvlin0913.provo.novell.com...
> ZCM 11.4.2
> WIN7 desktops (x86) & (x64)
>
> After starting a remote control session, and logging into the PC, the
> remote screen goes black with only a cursor pointer displayed with a tiny
> circle at the tip of the mouse pointer. Mouse control is there, but no
> remote desktop is displayed. After a disconnect, than reconnect all is
> normal. Attempted with optimization off and on. No difference. All
> desktops are Dell varous models and video drivers. This worked fine prior
> to the upgrade to 11.4.2. So a desktop issue is not likely, however the
> clients are at 11.4.2.
>
> Not a critical issue, but just daily pain.
>
> Suggestions?
> In advance, thanks,
> JoeK
>



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julieab Absent Member.
Absent Member.

Re: Remote Management Black Screen

I'm currently testing, prior to updating our 11.3.2.47407 agents, and have the same issue with ZAA version 11.4.3.23202.
-If the user is already logged into the managed device when a remote management session is started, it works.
-If I remotely manage the device before user logon, then the remote manager sees only a black desktop with a pointer as you described.
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Micro Focus Expert
Micro Focus Expert

Re: Remote Management Black Screen

Just best to open an SR to let Dev look at it.
There are not any open bugs currently, but there have been in the past.
--
Please give a hearty thumbs up to any post you find helpful!
To find articles by Craig Wilson simply follow the link: Craig Wilson's Tips!
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julieab Absent Member.
Absent Member.

Re: Remote Management Black Screen

CRAIGDWILSON;2443098 wrote:
Just best to open an SR to let Dev look at it.
There are not any open bugs currently, but there have been in the past.


Thanks Craig, I did.

Our newer PCs are missing the "Demoforge Mirage Driver". I've had this happen before, doh.
I updated the requirements on our ZENworks bundle, which installs the Mirage driver to our PCs, and problem resolved.
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Highlighted
Micro Focus Expert
Micro Focus Expert

Re: Remote Management Black Screen

I would recommend an SR.

Starting with ZCM 11.4.3, The Mirage Driver will not long be installed on Windows 8.1 or Windows 10 Devices and removed during System Upgrade if it exists.
So while pushing our the Mirage Driver may be a short-term fix, I suspect you will need a longer-term fix.

The reason for this is that MS started flagging a wide array of MIRROR drivers as issues starting in more recent Windows Updates.
Though they still work, Windows may flag those drivers as a potential problem when doing updates.
--
Please give a hearty thumbs up to any post you find helpful!
To find articles by Craig Wilson simply follow the link: Craig Wilson's Tips!
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Micro Focus Expert
Micro Focus Expert

Re: Remote Management Black Screen

If you do open an SR, post it hear and I will get it in good hands.
--
Please give a hearty thumbs up to any post you find helpful!
To find articles by Craig Wilson simply follow the link: Craig Wilson's Tips!
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Anonymous_User Absent Member.
Absent Member.

Re: Remote Management Black Screen

I used to have that problem with some version off 11.3. I forget which. the
quick workaround for that was to blank the screen for 20 seconds then un
blank. the screen would then come back to the end user. Not a fix but temp
work around.

"julieab" wrote in message
news:julieab.7okfmn@no-mx.forums.microfocus.com...


I'm currently testing, prior to updating our 11.3.2.47407 agents, and
have the same issue with ZAA version 11.4.3.23202.
-If the user is already logged into the managed device when a remote
management session is started, it works.
-If I remotely manage the device before user logon, then the remote
manager sees only a black desktop with a pointer as you described.


--
julieab
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julieab's Profile: https://forums.novell.com/member.php?userid=30540
View this thread: https://forums.novell.com/showthread.php?t=500383


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