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Under review

Guest laptop lid closing causes blank screen on host remote control

support 4 weeks ago • updated by Zanthexter 2 weeks ago 9 1 duplicate

Whenever the guest laptop lid is closed the host sees a black screen, the guest session is active but the host can't see the screen.  Any Idea when this is going to be resolved.  This happens on Windows 10 guest but not with Windows 7 guest.

ConnectWise Control Version:
6.7
Server Affected:
Host Client Affected:
Guest Client Affected:

Duplicates 1

Waiting for information

To help with replication, do you have the exact driver version, as well as the OS on the laptop (and any other laptops that you've had issues with, if they are different)?

I'm replying and updating AGAIN. 

This is becoming a HUGE friggin problem. I'm trying to work on a customers laptop. I can't even see the Norton screen to click uninstall.

I do know what triggers it. The laptop lid is closed. I'm sometimes seeing the same thing happening on a desktop when the monitor is powered off.

It's a KNOWN problem. People are saying to purchase hardware "ghost monitor" dongles. Which doesn't help when I'm controlling customers computers I physically can't get to. Which is sort of the whole POINT of remote support software.


Please install a driver for a fake monitor that gets "turned on" when the support person connects. Even switching to the Microsoft Display Adapter doesn't fix the problem all the time, and as that requires a reboot and sign back in, can leave me locked out of the computer I'm trying to work on.


This is becoming really huge. I am going to have to start looking for a support tool that works reliably if it's not fixed soon.


And no, I don't give a rats rear end if it's "Microsofts Fault". Just install a driver for a fake USB monitor or whatever else you need to do to make it work, whose fault it is really doesn't matter at all. I just need it fixed.

I have replied multiple times. Why is this still flagged as waiting for information?

It's a COMMON problem, happening on nearly every new laptop I buy. I'm spending money buying HDMI ghost adapters as a work around because Control just doesn't work reliably.

It's REALLY frustrating. If you need more information, specify it. If you want to remotely access multiple examples of the problem contact me and I'll arrange it. 

Whatever you do, please do not continue to ignore this. It's at times been a crippling can't get my job done issue.

Under review

I neglected to update the status of this issue. We're presently working on a solution, but what we have at the moment isn't ready for release, and might not work in every circumstance. I'm going to label this as "under review" until we can say with confidence that it will resolve the issues you're experiencing.

I'm working on 3 brand new Lenovo laptops right now. Factory fresh, prepping them for the users. 


I can't scroll the start menu,  Windows 10 settings (like power options, or taskbar options) or the settings in Edge. I can see the scroll bar on the right move, but the contents of the window do not.


I deleted the video driver Lenovo shipped, installed the generic Microsoft Display Driver. Scrolling works fine. 

Used Device Manager to auto-update the driver. Not working again.

Updated Control server to the most recent version. 6.9.21027.6898

Updated clients. (host and guest)

Restarted clients


Nada, same problem. There are settings I literally cannot change without switching to the Microsoft Display Driver so that I can scroll to them.

Lenovo Ideapad 330 81DE00LCUS 15.6" Laptop, Intel® Core 8th Gen i3-8130U, 128GB SSD, 8GB DDR4, Win 10 Home

Staples item # 24328358  if you want to order one and see for yourself. Same problem on all 3 I received.

Intel UHD Graphics 620 driver version 24.20.100.6292 9/28/2018.

I've had the same problem on several other machines. 


Well, I finally had time to dig into it more. Seems Windows 10 has a lot of problems with "headless" machines and laptops with the lids closed. The lid closed being the problem here.

The solution is to set up a "fake" monitor. Either through hardware or software. For lack of a software solution, people are buying dongles "ghost HDMI" to fake a monitor being attacked. That's really not an acceptable solution given how often you can't physically get to a machine.

So what needs to happen with ConnectWise Control is a "fake monitor" driver. Fake a USB to HDMI adapter connected to a monitor or something, and add a button to switch to "virtual monitor". This is getting to be a huge issue with more and more machines I work with running into the problem.

Why is this still flagged as "waiting on information" when I've provided the information weeks ago?

Are you running each operating system on the same hardware? Which GPU and driver are you running on each?

You'll also find that on many laptops and some desktops when the screen is off instead of going blank you get display problems, layered windows don't show properly, can't see scrolling, start menu is unusable.

I'm stocking "ghost HDMI" and "ghost VGA" adapters because it's becomming such a common problem. Except I can't teleport and plug them in a lot of the time. So right now I'm trying to remotely uninstall some software on a laptop and I can't because the lid is closed.

It's been going on for months and months. Doesn't seem like you guys care enough about a working product to address it. It's such a common problem that at this time I would recommend against buying Control if asked.