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When connecting to Backstage i get message that user is being asked for consent

John Della Pietra 3 weeks ago updated by Rishikesh Gajul (Product Manager) 3 weeks ago 1

When i connect to a users session i want it to be prompted for consent, and when i connect to backstage i do not.

It is unclear what is happening at the moment as users do not seem to be prompted, but i see a message saying the user is being asked for consent. Usually i can connect, but other times their connection seems to drop and their computer cannot be contacted to allow me to reconnect.

I was told part of this was a known bug and to come here to read about it, but i can find nothing about it, so i'll post it instead!

ConnectWise Control Version:
Server Affected:
Host Client Affected:
Guest Client Affected:
Waiting for information

Hi John Della Pietra,

We apologies for the issue you are experiencing.

It seems there could be an issue with the settings you have in Advanced Configuration Editor. You might want to check that on your side. You can refer this doc (link given below) for more info (to save your time quickly jump on "Auto-consent when accessing Backstage" section):
https://docs.connectwise.com/ConnectWise_Control_Documentation/Get_started/Host_client/View_menu/Backstage_mode


If you still experience the same issue. Please provide us more information such as the instance version you are on, the error message (if any), screenshots would be helpful too. 

Also, elaborate more  on when you say "other times their connection seems to drop and their computer cannot be contacted to allow me to reconnect." - do you see any type of error message like consent refused when you try to reconnect?

Awaiting your reply.