Under review

Guest laptop lid closing causes blank screen on host remote control

support 8 months ago updated by Phil Ellis 9 hours ago 20 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:
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 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.

Same problem here, only resolved by opening the laptop lid. What's the current status?

Rebooting resolves it like 40% (the grey blank screen goes away) but once I'm signed in things start acting up - start won't let you scroll down, Hyper-V Console sessions will open up blank with odd scroll bars. Eventually Explorer itself stops responding, I get a grey screen again, and I'm forced to reboot a second time.

what about going to --power and sleep setting-- and --setup what happens when you close the lid--,  ---set it to do nothing--- 

it might be set to sleep , or hibernate , ect . if set to  = do nothing  ,  might allow SC to continue to run and display video

hope this helps 

I want you to think about that suggestion for a second - how could I be connecting, moving the mouse, logging in, etc if it was asleep?

It's a many months old issue that they seem to have no interest in addressing.

The video card is being put into a "sleep mode" whenever it detects there isn't a monitor attached/lid is closed. It's independent of any power settings. No, setting the "what to do when lid is closed" does nothing. (And if anyone is doing remote support and actually needed to be told to try that....shudder.)

You can attach a "ghost" VGA or HDMI dongle and it will keep the video card active. Or you can switch to the Microsoft generic video driver, reboot, and things will work. (including all the weird issues with scrolling and overlays) And then switch it back when done. Of course you'll have to be able to sign in and you won't see anything in progress before you reboot. Much fun!

My guess is that creating a fake USB monitor would solve the problem, but no action or interest. 

It just doesn't seem to be on their to-do list to make the software work correctly with laptops using integrated Intel 620 graphics. Ya know, all 8th generation ones right? I've not found a single exception so far.

It boggles my mind that this isn't considered a priority to fix or even to kludge.

Please address this. 

Guys, you haven't even acknowledged this is a problem. You haven't said you're working on it. You haven't said you have any ideas to solve it. You haven't mentioned reaching out to Intel and working with them on a fix. Nada, nothing, no action at all.

It simply doesn't matter what the features and aesthetics of the program are when it fails at basic functionality. If I can't remote control a Dell XPS with the lid closed, what's the point of the rest of it?

This is a huge issue we have a lot of laptops we do remote support on if they close the lid you are done working on them we discover this issue while over a year ago still going on what a pain.

Reporting that I've come across a similar issue. Luckily I'm only dealing with one system that does this.

When the laptop lid is closed (set to "Do nothing" in power settings) scrolling will not work for the Start Menu and Settings menu. The scroll bar will move, but the menu stays in place. It does work for other programs like the Control Panel or Chrome.

On the Start Menu the app list is zoomed out and basically useless (see image). You cannot click on apps in it. You can click on pinned programs to the right and menu options to the left.

For the Settings menu it is possible to click on options that you can see without scrolling. However, if you try to change an option you don't need to scroll to like the text scale size, you get this lovely mess that breaks the menu:

The computer itself can still be used normally in my experience as long as you do not need to use/scroll in base Windows 10 applications. Opening the lid immediately fixes it, plus having external monitors attached works as well.

It's looking like an issue with Windows 10 as I've had this happen with AnyDesk as well. However, it would be nice if a workaround can be found.

This bug also happens on modern systems with no VGA port and the client turns the Display Port connected monitor off. My "workaround" (which is REALLY horrid) is to issue a re-install and reboot the system. Besides being a productivity crippler, this does not always work either!

Guys: This is a show stopper for us. We absolutely need ScreenConnect or whatever you want to call it this week to Just Work.

There's a known "solution", connect a 2nd screen.

Doesn't need to be a real screen. You can use a dummy/ghost HDMI adapter. 

So WTF hasn't ConnectWise added a fake USB HDMI adapter that can be toggled on/off? 

I get that this is an Intel created problem. Who cares. I need my few thousand dollar investment to work on all devices without having to jump through hoops. I'm really surprised more people aren't complaining, because I'm running into this problem nearly every day.

Microsoft Basic Adapter fixed it for me, but this was a machine I own, we certainly can't do that if it's a customer device.