+7
Fixed

v19.4 display issues using Android App

TechCare 10 months ago updated 8 months ago 32 1 duplicate

Recent update to the latest version of CWC - v19.4.25542.7214

Issue with host access to any guest in that if you send a command (e.g. mouse click or what not) it doesn't fully re-render the changes on screen to the Android device.

See below

ConnectWise Control Version:
20.8
Server Affected:
Host Client Affected:
Guest Client Affected:

Duplicates 1

Hi Randy, 

Are you experiencing the same thing as another person reported in this bug report? Screenshot for reference. https://control.product.connectwise.com/communities/6/topics/2648-v194-display-issues-using-android-app

Thanks Randy, 

We're currently investigating a fix for this. I'll merge this with the other partner's bug report, as they're the same. 

Here is a snapshot of my Android device missing pixels on the device.

+1

I'm seeing this in my iOS app too. My iPhone is on v13.1.2.

+2

Sooooo what is going on Connectwise Control.... what is happening with this? A critical flaw has effectively ruined mobile remote support and the updates being done to the stable v19.4 having nothing to do with this??? 

Come on guys. Work with us here. I'm happy to provide any logs or screen shots or what not. But from the time I lodged this bug to now it has been 2 weeks. For a paid software that is abysmal. Just imagine if my clients were to receive the same service.

+1

What is the status of this issue???  I'm unable to use Connectwise for over 3 weeks.

i have same problem huawei android 9 p30 pro mouse no refresh good and screen garbage

and is very slow and very no possible to use too buggy

hint if disable (blank screen guest) the mouse always buggy and screen is correct no garbage

the app android very slow on menu jam freeze no usable!

+4

Everyone who is experiencing this issue please click the vote button. The more votes, I'm presuming, the more noise is sent Connectwise Control's direction.

and if use my android p30 pro phone to connect guest screen is buggy garbage now if phone is connect and same time use my desktop to connect on same guest the screen is ok on 2 device my computer and my phone.... exampt on my phone is busy slow and mouse garbage if you help to diagnostic.... excuse me my language is french

i test i too on my iphone 7 plus to guest windows 10 same probleme 

just windows 1903 after update....... on 1809 no problem only on windows 10 1903 i try windows 7 no problem

wtf windows 10 always problem after update satan microsoft...... problematic to work now! and please fix mouse refresh on android 9.1 and fix freeze on menu before connecting to guest on android 9.1 heawei p30 pro is very buggy slow no working 

thank you

if you blank guest monitor ( no problem screen no garbage and clean screen ) 

problem existe on android and apple iphone

model tested android p30 pro and iphone 7 et 7+

this is new update of microsoft because old windows no update no problem!?

thank you!

My team is also experiencing this issue. We recently decided to use ConnectWise over another screen sharing program, but this bug has made it unusable. Please update us with more information!

+1

Wow this is unfortunately terrible support Connectwise Control. @Caitlyn where are you?? I've been using this product for over 3 years now and it was brilliant, easy to use, economically viable, technician focused and never (in my experience) had such significant issues. This version should never have got out of beta stage. Who is doing the testing over there?

Why can't we get some support on this? Even let us know that this is being actively investigated? 

#incrediblyFrustrated

Thank you Eric. Appreciate some traction on this.

+2

is a joke no possible to work on my business on this program on android or iphone on guest windows 10 garbage no possible on screen WHY!??????? is no the option is the urgent fix this problem to IT working again you wait too i chosse another program style Teamviewer or other seriously 3 week and more same problem! now my iphone 7 ios 13 same problem of android i not possible to me to support my customer! this is my business!  now planned ( change to working on this now!) i am frustrated!

+1

Can we get a credit on our account since the issue has been going on for weeks now?

+1

The sad thing is I'm sure a dedicated developer team could figure this out and have a patch ready in a day.

4 weeks later. Come on Connectwise.

Any development on this CW??? Disconnecting then reconnecting after any command via App on phone is not only tedious but makes me look like I don't know what I'm doing. 

+1

This is really unprofessional. Anyone have some good alternatives to ConnectWise they want to list? I am going to be forced to switch if there is any more downtime.

+1

The fix for this problem is currently in being code reviewed and QA'd. Hope to have a beta release soon!

so how do I apply this "fix" ... @Eric? 

Output stream for v19.4 has not been updated for over 2 weeks.

-1

You can update to the 19.5 preview release now, or wait about a week for it to hit stable. (Once you update, your guest clients will need to be updated as well.)

+1

Well that doesn't fill me with much confidence mate. If v19.4 is broken as I see you have removed the "Stable" tag that used to be there. Then why wouldn't you just apply the fix to v19.4 and release that??

I must admit I have low confidence in Connectwise Control and their updates now. If something is "Stable" and turns out it is flawed (which I totally understand can happen) then fix it. Fix it in a timely fashion and I'll be the first to sing your praises. 

I agree. Connectwise should recognize this as a problem and patch the 19.4 release. They are ignoring the severity and just going to roll out the "fix" with 19.5? 

So I followed Eric's advice (probably shouldn't have) and for the first time in the past 4(??) years I've been able to update without a glitch. Now I don't know if they have just started showing more errors when the script runs, but here you go. My total output:

USERNAME@SERVER:/tmp/ScreenConnect_19.5.25838.7256_Install$ sudo ./install.sh

Welcome to the ScreenConnect Installer

The installer will do these things:
1) Prompt you for installation options
2) Display a list of actions to be taken
3) Prompt you for execution of the actions
4) Execute the actions

Where would you like to install ScreenConnect?
[/opt/screenconnect]

It appears that there is already an installation at /opt/screenconnect (19.4.25759)
Would you like to upgrade?
(Y/n): y

What would you like as the service name for this ScreenConnect installation?
[screenconnect]

The installation will perform the following actions:
- Stop existing service screenconnect if running
- Remove startup links pointing to script at /etc/init.d/screenconnect
- Remove service start script at /etc/init.d/screenconnect
- Remove startup links with update-rc.d
- Back up the existing configuration
- Create service script at /etc/init.d/screenconnect
- Create startup links in /etc/rcX.d/ directories
- Update startup links with update-rc.d
- Copy files into /opt/screenconnect
- Restore backed up configuration
- Transform configuration files
- Start screenconnect service

Do you want to install ScreenConnect?
(Y/n): y

Running 'Stop existing service screenconnect if running'...
Running 'Remove startup links pointing to script at /etc/init.d/screenconnect'...
Running 'Remove service start script at /etc/init.d/screenconnect'...
Running 'Remove startup links with update-rc.d'...
Running 'Back up the existing configuration'...
Running 'Create service script at /etc/init.d/screenconnect'...
Running 'Create startup links in /etc/rcX.d/ directories'...
Running 'Update startup links with update-rc.d'...
Running 'Copy files into /opt/screenconnect'...
Running 'Restore backed up configuration'...
Running 'Transform configuration files'...

Unhandled Exception:
System.Xml.Xsl.XslTransformException: Attribute and namespace nodes cannot be added to the parent element after a text, com ment, pi, or sub-element node has already been added.
at System.Xml.Xsl.Runtime.XmlQueryOutput.ThrowInvalidStateError (System.Xml.XPath.XPathNodeType constructorType) [0x000cf ] in :0
at System.Xml.Xsl.Runtime.XmlQueryOutput.ConstructInEnumAttrs (System.Xml.XPath.XPathNodeType rootType) [0x0001f] in :0
at System.Xml.Xsl.Runtime.XmlQueryOutput.WriteStartAttribute (System.String prefix, System.String localName, System.Strin g ns) [0x0001e] in :0
at System.Xml.Xsl.Runtime.XmlQueryOutput.WriteStartAttributeLocalName (System.String localName) [0x00000] in :0
at (wrapper dynamic-method) System.Object.(System.Xml.Xsl.Runtime.XmlQueryRuntime,System.Xml.XPath.XPathNavigator)
at (wrapper dynamic-method) System.Object.(System.Xml.Xsl.Runtime.XmlQuer yRuntime,System.Xml.XPath.XPathNavigator)
at (wrapper dynamic-method) System.Object.(System.Xml.Xsl.Runtime.XmlQueryRuntime,Sy stem.Xml.XPath.XPathNavigator)
at (wrapper dynamic-method) System.Object.(System.Xml.Xsl.Runtime.XmlQueryRuntime,System.Xml.XPath.X PathNavigator)
at (wrapper dynamic-method) System.Object.Root(System.Xml.Xsl.Runtime.XmlQueryRuntime)
at (wrapper dynamic-method) System.Object.Execute(System.Xml.Xsl.Runtime.XmlQueryRuntime)
at System.Xml.Xsl.XmlILCommand.Execute (System.Object defaultDocument, System.Xml.XmlResolver dataSources, System.Xml.Xsl .XsltArgumentList argumentList, System.Xml.Xsl.Runtime.XmlSequenceWriter results) [0x00020] in :0
at System.Xml.Xsl.XmlILCommand.Execute (System.Object defaultDocument, System.Xml.XmlResolver dataSources, System.Xml.Xsl .XsltArgumentList argumentList, System.Xml.XmlWriter writer) [0x0004f] in :0
at System.Xml.Xsl.XslCompiledTransform.Transform (System.Xml.XmlReader input, System.Xml.Xsl.XsltArgumentList arguments, System.Xml.XmlWriter results, System.Xml.XmlResolver documentResolver) [0x0000d] in :0
at System.Xml.Xsl.XslCompiledTransform.Transform (System.String inputUri, System.Xml.Xsl.XsltArgumentList arguments, Syst em.IO.Stream results) [0x00029] in :0
at Xsl.Program.Main (System.String[] args) [0x0007b] in :0
[ERROR] FATAL UNHANDLED EXCEPTION: System.Xml.Xsl.XslTransformException: Attribute and namespace nodes cannot be added to t he parent element after a text, comment, pi, or sub-element node has already been added.
at System.Xml.Xsl.Runtime.XmlQueryOutput.ThrowInvalidStateError (System.Xml.XPath.XPathNodeType constructorType) [0x000cf ] in :0
at System.Xml.Xsl.Runtime.XmlQueryOutput.ConstructInEnumAttrs (System.Xml.XPath.XPathNodeType rootType) [0x0001f] in :0
at System.Xml.Xsl.Runtime.XmlQueryOutput.WriteStartAttribute (System.String prefix, System.String localName, System.Strin g ns) [0x0001e] in :0
at System.Xml.Xsl.Runtime.XmlQueryOutput.WriteStartAttributeLocalName (System.String localName) [0x00000] in :0
at (wrapper dynamic-method) System.Object.(System.Xml.Xsl.Runtime.XmlQueryRuntime,System.Xml.XPath.XPathNavigator)
at (wrapper dynamic-method) System.Object.(System.Xml.Xsl.Runtime.XmlQuer yRuntime,System.Xml.XPath.XPathNavigator)
at (wrapper dynamic-method) System.Object.(System.Xml.Xsl.Runtime.XmlQueryRuntime,Sy stem.Xml.XPath.XPathNavigator)
at (wrapper dynamic-method) System.Object.(System.Xml.Xsl.Runtime.XmlQueryRuntime,System.Xml.XPath.X PathNavigator)
at (wrapper dynamic-method) System.Object.Root(System.Xml.Xsl.Runtime.XmlQueryRuntime)
at (wrapper dynamic-method) System.Object.Execute(System.Xml.Xsl.Runtime.XmlQueryRuntime)
at System.Xml.Xsl.XmlILCommand.Execute (System.Object defaultDocument, System.Xml.XmlResolver dataSources, System.Xml.Xsl .XsltArgumentList argumentList, System.Xml.Xsl.Runtime.XmlSequenceWriter results) [0x00020] in :0
at System.Xml.Xsl.XmlILCommand.Execute (System.Object defaultDocument, System.Xml.XmlResolver dataSources, System.Xml.Xsl .XsltArgumentList argumentList, System.Xml.XmlWriter writer) [0x0004f] in :0
at System.Xml.Xsl.XslCompiledTransform.Transform (System.Xml.XmlReader input, System.Xml.Xsl.XsltArgumentList arguments, System.Xml.XmlWriter results, System.Xml.XmlResolver documentResolver) [0x0000d] in :0
at System.Xml.Xsl.XslCompiledTransform.Transform (System.String inputUri, System.Xml.Xsl.XsltArgumentList arguments, Syst em.IO.Stream results) [0x00029] in :0
at Xsl.Program.Main (System.String[] args) [0x0007b] in :0
Running 'Start screenconnect service'...

Installation complete!

Trying to figure out the best URL for you to use...

To access your new ScreenConnect installation, open a browser and navigate to:
http://localhost:8040/Host

+1

2 months and issues STILL are happening. Now following advice from the product manager an upgrade to v19.5 beta BROKE support capabilities. This is reprehensible guys. Come on. I expect this from zero fee software developers or one man hack labs, but this is abysmal. Very very disappointed with Connectwise's complete bug reporting and fixing process.

For those wondering. Now the error that non attended clients get when downloading the app is "Application Validation did not succeed".