+1
Fixed

OSX black screen - Unable to view or control

MColford 3 years ago updated by Roberto Chandler 2 years ago 26

Seen this on an isolated machine before but since upgrading to the latest version almost every mac client we have unattended access to is doing this now. In the unattended list, the machine will display "root" as the user and there will be no thumbnail of the screen. If you try to connect it will pop up normally but just sit at a black screen. There will be a few messages sent/received but will not move past a few.

ConnectWise Control Version:
1
Server Affected:
Host Client Affected:
Guest Client Affected:

Answer

Answer

A separate issue was found in 6.5 and 6.6 with very similar results where upon connection to some Mac Guests the screen is black and you are unable to wake up the machine.  This has been fixed in 6.7.


A potential workaround for this scenarios is to disconnect from the remote machine and execute the following command  (via the Commands tab on the Host page):

/usr/bin/caffeinate -u -t 1

And then reconnect to it.

Have you changed any client resources? Such as ApplicationTitle or any of the Client settings on the Appearance tab within the Administration page?

Waiting for information

I have this same issue. I have not changed anything on the client settings. 

Any fix?

Good morning,


Given that you haven't changed any client resource settings and are experiencing a black screen issue when connecting to OS X endpoints, would you mind providing some additional information to facilitate troubleshooting:


1) What version of the Control server and guest/host clients are you using?

2) On what versions of OS X have you encountered the black screen upon connection?

3) Is the Mac guest headless?

4) When the black screen behavior occurs, do you know if a local user is logged into the Mac guest, or is the Mac guest on the login screen (what does the Logged On User report on the Host page for the machine)?


I would also like to add that development has been working to restructure the way the Mac client and client service processes communicate; these improvements should be included in the next release, and will mitigate the chance that communication between the Mac client and client service fails, which can lead to black screen behavior upon connection.


Regards,

Ben

Hi Scott, we have done some basic appearance changes. There is a workaround where if the Mac reboots, it will then work normally until another update is applied, then it reverts back to initial issue. Reboot again and it works.

Started

Good morning,


Based on the information you've provided so far, it sounds like you're encountering an issue we identified in 6.1/6.2, where, if you update the client resources and push a reinstall to a Mac guest, the subsequent connection attempt will result in a black screen (this would be resolved by rebooting the Mac guest).


This particular issue has been resolved by the development team, and the fix should be included in the next release.


Regards,

Ben

This actually sounds like the exact same problem happening with 6.3 right now.

Getting black screens on all clients old and new... :(

Is there a fix besides a reboot of the client because that is just bad programming...

I posted a workaround for the 6.1 -> 6.3 OS X black screen upgrade issue, which is available in the following thread:


http://product.screenconnect.com/topics/1235-after-doing-a-reinstall-on-mac-clients-to-v63-the-screen-is-black-on-trying-to-reconnect/


The workaround does not require you to reboot the Mac guest.

Fixed

We've made a number of changes to the OS X client in the past few releases, and have not replicated the behavior in any of our Mac test environments using the latest 6.5 release of ConnectWise Control.


As such, I am marking this thread as fixed. Please update this post if you continue to experience black screen issues with the Mac client after having upgraded your server/clients to the latest 6.5 release.

v.6.4 more than half of the computers I try to connect to are black screen. Upgraded to 6.5 latest stable today and still happening. Running on Ubuntu 16.04

Can you confirm the clients installed on the Mac guests are all on version 6.5.16479?


Have you noticed any pattern among he Macs that present a black screen upon connection; for example, version of OS X or installed version of Java?


Are there any exceptions logged for the client (check this via Console)?


Regards,

Ben

Just realized you posted here. Can confirm running most stable release on all guests and the agent software is latest.


I don’t get where java relates here. Most Macs do not have JRE installed. I have the same black screens regardless of JRE installed or version.

I've had this occur today, I'm on the hosted version of ConnectWise Control.

Client is definitely on 6.5.16479 (6.5.16479.6613 to be exact) and MacOS version is Yosemite 10.10.5.

Strange thing is I connected via the App using an iPhone and it displayed the screen correctly, but I couldn't do anymore as at that time I didn't have the login password.

Tried to login later from my laptop running Arch Linux/Firefox and encountered the black screen.


Client is still definitely connected and I can run remote commands.


Re-installing the Control client from within the web interface made no difference.

Yup, still have the same problem. I don’t rely on ScreenConnect these days. Very frustrating.

Still having the same issue with 6.5.16479.6613 on a regular basis.  Really makes it difficult to do my job......


There is an update right now, but the "re-install" isn't working either from the SC web portal.

Seems this issue is NOT Fixed??   Was looking to renew my subscription as I assumed a newer version than mine (6.3) would fix the Mac OSX black screen issue, but it seems people are still having the problem on 6.6...  Hoping this gets resolved soon!   Tried the various fixes above, no luck.

   

EDIT: Tried Ben's workaround commands referenced above once more, reinstalled the client, and got it working!!   Phew, that saved the day.

using version 6.6. This remains an issue.  I get a black screen and no control with any Mac that has duel screens with those screen physically turned off.  This has been a problem for years with screen connect. Every time I pay to upgrade I do so in hopes this is fixed. It never is.

Having the same issue with 6.6 on High Sierra Macs re-install makes no difference, only solution is to force a reboot via SC. Not a good solution! Is ScreenConnect ever going to fix this or do we have to go elsewhere?

Answer

A separate issue was found in 6.5 and 6.6 with very similar results where upon connection to some Mac Guests the screen is black and you are unable to wake up the machine.  This has been fixed in 6.7.


A potential workaround for this scenarios is to disconnect from the remote machine and execute the following command  (via the Commands tab on the Host page):

/usr/bin/caffeinate -u -t 1

And then reconnect to it.

Hi,



I have tried this and also reinstall and upgrade to 6.7 and I still get a black screen. Any ideas?

Can you help?

this seems to work well many thanks

Hi,

I have tried this and also reinstall and upgrade to 6.7 and I still get a black screen. Any ideas?

Can you help?

I moved to Splashtop. No more black screens and java dependencies. Its 2018 and still require java? Nope.

My issue is trying to remote control automate web interface. Screenconnect launches and tries connecting to the remote device then fails.