Your comments
Most of the time with the ones that have problems, it will not.
You will see the Windows desktop. But try opening settings or using the start menu and it fails.
The situations it fails are so common that it's not a usable product for an MSP.
You just cannot count on an end user keeping their laptop lid open.
It's not displaying correctly when it doesn't show video updates.
You might want to try entering your credentials blindly, disconnecting, reconnecting, and seeing if you see the desktop. But you'll be stuck there. Good luck trying to use the start menu or Windows settings.
This is an old thread. They are not going to fix this. They don't see it as a problem worth spending money to resolve. They've been focused on finding ways to charge more since ConnectWise bought ScreenConnect.
Why would you think that is acceptable?
Especially given the problem happens when people close laptop lids.
And your competitors have solved it with "virtual" video cards?
Complete BS telling people to plug in hardware adapters to do remote END USER support. Ignores that the problem is real or significant. Dismisses our concerns.
Which is why I stopped renewing my self hosted maintenance. Doesn't seem worth paying for when there's no customer focused development being done. Why pay for a product that isn't meeting our needs when solid alternatives exist?
ConnectWise hasn't invested any effort into improving ScreenConnect since they've bought it. Well, that customers want anyway. They've spent money pushing their subscription and looking for ways to upcharge.
You're going to have to switch products if you want a working remote support solution. This issue has long since been addressed by TeamViewer, Splashtop, and others. (Splasthop has a "virtual monitor" driver, etc.)
I still keep my ScreenConnect server running as a backup method to connect. But I gave up and switched away. I just saw no reason to keep paying for maintenance when they were refusing to maintain the damn thing anymore.
Yes. They don't care, and apparently won't be fixing it. It's a very old problem at this point.
I stopped renewing my self hosted maintenance because of it. Well, that and the terrible mobile app interface.
Here's a hardware work around. You can search for various resolutions and pack sizes - https://smile.amazon.com/fit-Headless-Emulator-FUERAN-Resolution-Adapter1920x1080/dp/B093Q2DPKW
Just ran into a problem again where I cannot remotely control a headless machine. It's connected to a TV. That is turned off.
I had to download and install TeamViewer to get my work done. Which was a challenge given that half the screen elements wouldn't display.
You guys are pestering me to renew my subscription but you seem uninterested in addressing problems with headless access which is EXTREMELY common.
This is basic functionality. I shouldn't have to use a competitors product because yours hasn't seen significant updates in years.
I'm tired of dealing with it.
I'm not renewing.
Customer support service by UserEcho
Other MSP tools have addressed the problem, because it's a hard stop when it comes up.
So, no, I wouldn't rate it as "simply a Managed Service Provider helpdesk tool". Because it fails at that. At least as a primary tool. I have kept my perpetual self hosted going as a backup to the ones I use daily. Nothing is perfect, everything breaks at some point.