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Issues with Screenshots and 6.6

KeeganJacobsonStryker 2 years ago updated by Rishikesh Gajul (Product Manager) 1 month ago 8

Having a couple different problems with Connectwise Control 6.6 and Screenshots.


  • The Take Screenshot>To Clipboard button occasionally crashes the client
  • Alt+Printscreen doesn't seem to allow me to grab screenshots of the active running Window
ConnectWise Control Version:
19.5
Server Affected:
Host Client Affected:
Guest Client Affected:

Answer

Application: ScreenConnect.WindowsClient.exe
Framework Version: v4.0.30319
Description: The process was terminated due to an unhandled exception.
Exception Info: System.AccessViolationException
   at System.Drawing.SafeNativeMethods+Gdip.GdipSaveImageToStream(System.Runtime.InteropServices.HandleRef, IStream, System.Guid ByRef, System.Runtime.InteropServices.HandleRef)
   at System.Drawing.Image.Save(System.IO.Stream, System.Drawing.Imaging.ImageCodecInfo, System.Drawing.Imaging.EncoderParameters)
   at System.Drawing.Image.System.Runtime.Serialization.ISerializable.GetObjectData(System.Runtime.Serialization.SerializationInfo, System.Runtime.Serialization.StreamingContext)
   at System.Runtime.Serialization.Formatters.Binary.WriteObjectInfo.InitSerialize(System.Object, System.Runtime.Serialization.ISurrogateSelector, System.Runtime.Serialization.StreamingContext, System.Runtime.Serialization.Formatters.Binary.SerObjectInfoInit, System.Runtime.Serialization.IFormatterConverter, System.Runtime.Serialization.Formatters.Binary.ObjectWriter, System.Runtime.Serialization.SerializationBinder)
   at System.Runtime.Serialization.Formatters.Binary.WriteObjectInfo.Serialize(System.Object, System.Runtime.Serialization.ISurrogateSelector, System.Runtime.Serialization.StreamingContext, System.Runtime.Serialization.Formatters.Binary.SerObjectInfoInit, System.Runtime.Serialization.IFormatterConverter, System.Runtime.Serialization.Formatters.Binary.ObjectWriter, System.Runtime.Serialization.SerializationBinder)
   at System.Runtime.Serialization.Formatters.Binary.ObjectWriter.Serialize(System.Object, System.Runtime.Remoting.Messaging.Header[], System.Runtime.Serialization.Formatters.Binary.__BinaryWriter, Boolean)
   at System.Runtime.Serialization.Formatters.Binary.BinaryFormatter.Serialize(System.IO.Stream, System.Object, System.Runtime.Remoting.Messaging.Header[], Boolean)
   at System.Runtime.Serialization.Formatters.Binary.BinaryFormatter.Serialize(System.IO.Stream, System.Object)
   at System.Windows.Forms.DataObject.SaveObjectToHandleSerializer(System.IO.Stream, System.Object)
   at System.Windows.Forms.DataObject.SaveObjectToHandle(IntPtr ByRef, System.Object)
   at System.Windows.Forms.DataObject.SaveDataToHandle(System.Object, System.String, System.Runtime.InteropServices.ComTypes.STGMEDIUM ByRef)
   at System.Windows.Forms.DataObject.GetDataIntoOleStructs(System.Runtime.InteropServices.ComTypes.FORMATETC ByRef, System.Runtime.InteropServices.ComTypes.STGMEDIUM ByRef)
   at System.Windows.Forms.DataObject.System.Runtime.InteropServices.ComTypes.IDataObject.GetDataHere(System.Runtime.InteropServices.ComTypes.FORMATETC ByRef, System.Runtime.InteropServices.ComTypes.STGMEDIUM ByRef)
   at System.Windows.Forms.DataObject.System.Runtime.InteropServices.ComTypes.IDataObject.GetData(System.Runtime.InteropServices.ComTypes.FORMATETC ByRef, System.Runtime.InteropServices.ComTypes.STGMEDIUM ByRef)

Faulting application name: ScreenConnect.WindowsClient.exe, version: 6.6.18120.6697, time stamp: 0x5aeb3320
Faulting module name: msvcrt.dll, version: 7.0.17134.1, time stamp: 0x5cbba6fd
Exception code: 0xc0000005
Fault offset: 0x0000000000074360
Faulting process id: 0x3cd4
Faulting application start time: 0x01d4229b05b20270
Faulting application path: C:\Program Files (x86)\ScreenConnect Client (03e61719e74ee39d)\ScreenConnect.WindowsClient.exe
Faulting module path: C:\Windows\System32\msvcrt.dll
Report Id: e7d5afcf-6f47-44d0-9d73-71f2a97fc802
Faulting package full name: 
Faulting package-relative application ID: 

Fault bucket 1279492352112640683, type 4
Event Name: APPCRASH
Response: Not available
Cab Id: 0

Problem signature:
P1: ScreenConnect.WindowsClient.exe
P2: 6.6.18120.6697
P3: 5aeb3320
P4: msvcrt.dll
P5: 7.0.17134.1
P6: 5cbba6fd
P7: c0000005
P8: 0000000000074360
P9: 
P10: 

Attached files:
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER86A9.tmp.dmp
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER8821.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER8832.tmp.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER8830.tmp.csv
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER8850.tmp.txt

These files may be available here:
C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_ScreenConnect.Wi_cd52a19ac08fcadbc742fed75ccd74844dcced62_2108930f_1f008afe

Analysis symbol: 
Rechecking for solution: 0
Report Id: e7d5afcf-6f47-44d0-9d73-71f2a97fc802
Report Status: 268435456
Hashed bucket: afd24bcb9f798d86d1c1ab83e480c2ab
Cab Guid: 0

Waiting for information

Since it only happens occasionally, can you clarify those circumstances? That would help us with replication.


Regarding alt+printscreen, are you trying to capture just the host client window? When the host client is active, those keys are routed to the guest. Have you tried the built-in screen capture tool?

https://docs.connectwise.com/ConnectWise_Control_Documentation/Get_started/Host_client/Screen_capture_menu

Same for me since we upgrade to:

Client Version:6.6.18120.6697

It ALWAYS happens as far as I have a session open on the screen. 

IF i close all opened session, PrintScreen come back to work OK in my pc.

Note: just in case I have 3 monitors, BUT it also did always work in any previous version of SC.

Thanks.

Print screen should capture your local display(s) as long as the Host client window is out of focus. (I also have three monitors, and that's how it works on my machine. Try clicking another window on your host machine while a session is running before hitting Print Screen.)


(Also, just for reference: we started sending Print Screen to the Guest in 6.1.)

You are absolutely right. Even if you have 1 monitor, as far as the session is slightly moved (not full-screen) so you can see other stuff behind, you can move the mouse's pointer outside the session windows, hit printscreen and works. Thanks! I've never figured that out. Counter-intuitive though.