0
Fixed

"Share My Desktop" option crashes on 6.4.15002.6500

David S. 3 years ago updated by Ben Burner 2 years ago 10

"Share My Desktop" option crashes on 6.4.15002.6500

it just crashes my remote connection and I need to reopen it.

ConnectWise Control Version:
1
Server Affected:
Host Client Affected:
Guest Client Affected:
Waiting for information

Good afternoon,


I was unable to replicate this behavior in our development environment. Please update this thread with the following information to facilitate troubleshooting:


1) On what session type(s) are you experiencing this behavior: Support, Meeting, Access

2) What is the host's operating system?

3) When the host client crashes after selecting "Share My Desktop", does the host's event log contain any details about the crash? If so, please update this thread with that info, including any stack traces that may have been logged.


Regards,

Ben

1. support + access

2. Windows 10 Pro (1709)

3.yes, here it is:

Faulting application name: ScreenConnect.WindowsClient.exe, version: 6.4.15002.6500, time stamp: 0x59e7b624
Faulting module name: KERNELBASE.dll, version: 10.0.16299.15, time stamp: 0x4736733c
Exception code: 0xc000041d
Fault offset: 0x0000000000013fb8
Faulting process id: 0x40a0
Faulting application start time: 0x01d34c8755f85482
Faulting application path: C:\Program Files (x86)\ScreenConnect Client (f645588f28e64fca)\ScreenConnect.WindowsClient.exe
Faulting module path: C:\WINDOWS\System32\KERNELBASE.dll
Report Id: b8c8710e-6151-451e-b39a-f448c15fa3b5
Faulting package full name: 
Faulting package-relative application ID: 

Good morning,


Thank you for providing that information.


I'm still unable to replicate the crash by selecting "Share My Desktop" in a support or access session. Please update this thread with the following information:


1) How many monitors are attached to the machine on which the client crashes when you share your desktop?

2) If this affects a multi-monitor machine, does selecting a single monitor to share eliminate the crash? Does the crash happen regardless of whether or not you allow control of your machine?

3) If you completely uninstall the client via Programs and Features, and then reinstall it, does the behavior persist?

4) Does the event log contain any other information related to the crash, in particular a stack trace detailing where in code the unhandled exception was thrown?


Regards,

Ben

1. 2 monitors

2. when selecting a single monitor it crashes and if I select all monitors it works

3. yes

4. see screenshots

thanks

david

Started

Good afternoon,


Thank you for providing that information. We had previously registered this issue with development, and a fix should be available in the next release of Control, pending QA/testing. I will update this thread with additional information as it becomes available.


Cheers,

Ben

hi

with the release of version 6.4.15083.6507 this morning I checked and it's the same, works if I share all screens, crash if I share 1 of them

David

two more version since then has been released and I still have this issue, any expectation when it should be fixed?


Any updates on this?


Currently using version 6.4.15361.6527. As noted above, sharing both monitors works fine but sharing a single monitor causes the crash. See error logs below:




A fix for the AccessViolationException that causes the Windows client to crash when the host attempts to share their desktop in a meeting should be resolved in the forthcoming 6.5 release (please note that you'll need to ensure you've upgraded your host client to version 6.5 after upgrading the server to 6.5, since the client code was updated to address this issue).


If you continue to experience issues with the Windows client after upgrading to 6.5 stable (when it's released), please submit a ticket to ConnectWise Control support so that a technician can investigate in more detail.


Cheers,

Ben