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Under review

Blanking guest monitor on macOS freezes some applications

Simon 8 months ago updated by Rishikesh Gajul (Product Manager) 7 months ago 4

If you connect into a macOS device and you have the 'Blank Guest Monitor' feature turned on, some applications either show up blank (see attachment) or else their window becomes frozen (though not on the device itself, because the mouse and keyboard actions still go through, but it looks frozen from within the viewer/client).

I originally suspected it had something to do with hardware acceleration, since some applications (like Finder) weren't affected, but Chrome which uses it certainly was. And hardware acceleration messes with the GPU, right? But this bug still crops up even when the hardware acceleration turned off.

I should also mention that in the case of Chrome (as in the attachment) the freezing is occurring within the tab, not the application bar or menu. So it's whatever's being rendered within the window/tab that shows up blank/frozen.

I'm on the latest stable version, v20.12.1734.7640.

ConnectWise Control Version:
Other (please specify)
Server Affected:
Host Client Affected:
Guest Client Affected:
OS:

Answer

Answer

Hi Simon,

We could not reproduce this issue on our machines. Kindly, reach out to our Support team for further investigation.
https://www.connectwise.com/services/support

Thanks.

Answer

Hi Simon,

We could not reproduce this issue on our machines. Kindly, reach out to our Support team for further investigation.
https://www.connectwise.com/services/support

Thanks.

Here's a screen recording documenting the bug. It affects both newly installed devices and devices which already have Control agent installed.

@Rishikesh, does the screen recording I posted above help you figure out what's going on with this bug?

The device is an iMac (Retina 5K, 27-inch, 2017) on macOS Big Sur 11.0.1

Hi Simon,

Thanks for the recording. We have tested the above scenario again on our side but still could not reproduce the issue you mentioned. I will strongly suggest you to contact our support team for further investigation.

https://www.connectwise.com/services/support