0
Fixed

Can't View/Control Locked Linux Client

Craig Kibodeaux 4 years ago updated by Ryan Dougherty 3 years ago 12

Using Linux as both host and guest. Normal operation is fine. If you lock the client desktop (or the screensaver with a password activates) then you can no longer see the screen or send input. You just get a black window on the host. Sending commands via the web portal still work. Only way I've found to get connected is send a reboot command. That is not ideal as other work may be open on the client side.


OS is xUbuntu 16.04 & 16.10 (64-bit). Have not tried with other environments.

ConnectWise Control Version:
1
Server Affected:
Host Client Affected:
Guest Client Affected:

Answer

Answer
Fixed

The Xubuntu issue described by the OP should be resolved since the 6.3 release of ConnectWise Control.


The ZorinOS issue mentioned in the comments should be resolved as of the latest 6.5 release of ConnectWise Control. 

Good afternoon,


Thank you for reporting this behavior. I was able to reproduce the blank screen when connecting to a locked Xubuntu 16.04 guest using the 6.2.12963 client.


I have registered an issue with development, and it is currently under investigation.


If you don't mind, could you update this thread with the version of Java installed on your Xubuntu guest machines (from the terminal, run the command "java -version")?


Cheers,

Ben

$ java -version

openjdk version "1.8.0_121"
OpenJDK Runtime Environment (build 1.8.0_121-8u121-b13-0ubuntu1.16.10.2-b13)
OpenJDK 64-Bit Server VM (build 25.121-b13, mixed mode)


Any updates on a timeline to be solved?

+1

Good afternoon Craig,


We are still investigating the underlying issue here, but I can now propose a workaround:


After you initially connect to an Xubuntu 16.04 guest on the lock screen and are presented with a black screen, when you open the View menu in the host client, are you presented with the option to select a different logon session? If so, there should be two logon sessions listed in the "Select Logon Session" section of the View menu; they should be labeled something like :0 and :1. If you select logon session :1, you should be able to view/control the Xubuntu guest while it's on the lock screen.


Please let me know if this works for you. We are digging into why the logon session isn't automatically switched to the appropriate session when the guest machine is locked.


Regards,

Ben

Select logon session worked perfectly. Thanks for the suggestion!

Hi,

I have the same problem on Zorin OS (ubuntu based), but I have only 0: logon session. I can see only the login screen, I write username and password and after only black screen

Good afternoon,


I was able to reproduce this behavior against 6.2.12963 and the latest internal build of ConnectWise Control. As such, I have registered an issue with development, and it is under investigation.


If you don't mind, please update this thread with the following information, so I can add your environmental information to the bug report:


1) On what version of Zorin OS are you encountering this issue?

2 What version of the Control client is installed on the Zorin guest? Does the client version match the server version?

3) What version of Java is installed on the Zorin guest?


Regards,

Ben

1) Zorin OS 12.1 Ultimate 32 bit

2) 6.2.12963.6312

3) Openjdk 1.8.0_131

Good morning,


Thank you for updating the thread with this information. Since I was able to reproduce the black screen behavior on Zorin OS, I have registered an issue with development, and it's currently under investigation.


Regards,

Ben

Answer
Fixed

The Xubuntu issue described by the OP should be resolved since the 6.3 release of ConnectWise Control.


The ZorinOS issue mentioned in the comments should be resolved as of the latest 6.5 release of ConnectWise Control. 

I have this problem when connecting from Windows 10 to Fedora 25 with Cinnamon. Connectwise control hosted version on 6.6. I have a 0 when looking at select logon session. This happens when the host, a laptop, has the lid closed.

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