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I guess I had a good idea with the fake USB video adapter and monitor. Splashtop did it. It works.

Other than defaulting to 720p and maxing at 1600x1200 display resolution with this "adapter" SplashTop virtual adapter works fine.

As this has been a huge pain port for years now. (I've had to install dozens of Ghost HDMI dongles) I'll be subscribing to Splashtop to finally have a workable fix for it.

When my ConnectWise server license support is up for renewal, either there will be a "can't live without it" feature justifying doing so, or there won't.

SplashTop created a Virtual Display Driver (a fake USB video adapter with a fake monitor) that works around the problem.

Other than defaulting to 720p and maxing at 1600x1200 display resolution with this "adapter" SplashTop solution works fine.


Unfortunately even with the Splashtop "adapter" installed ConnectWise Control still defaults to onboard video and doesn't let you select the virtual adapter as a screen to use. With Splashtop.

I suggested this fix over TWO YEARS ago. ConnectWise felt that prioritizing new premium features made more sense than fixing problems with fundamental functionality.

This year instead spending another few hundred dollars extending my ConnectWise support agreement, I'll be subscribing to Splashtop. It doesn't matter how much better ConnectWise might be in other ways. If I can't see the remote screen, all the bells and whistles just don't matter.

The problem is that the Intel graphics driver has a "power saving mode" that can't be disabled. It ignores power management settings.

The work around is to always have an "active" monitor. You can do this with a ghost HDMI adapter for servers. You cannot do this for end user laptops (and occasional other devices.)

The "obvious" (from a non-developer) fix is to create a fake USB monitor that would trick the Intel driver into thinking there was still an "active" screen attached. 

I don't get the impression that's impossible. I just get the impression no one at ConnectWise seems to think it's worth the effort. They're prioritizing minor cosmetic changes and "premium" add-ons instead. I guess form sells better than functionality.

"Ghost" adapter on Amazon:

There's a known "solution", connect a 2nd screen.

Doesn't need to be a real screen. You can use a dummy/ghost HDMI adapter. 

So WTF hasn't ConnectWise added a fake USB HDMI adapter that can be toggled on/off? 

I get that this is an Intel created problem. Who cares. I need my few thousand dollar investment to work on all devices without having to jump through hoops. I'm really surprised more people aren't complaining, because I'm running into this problem nearly every day.

It boggles my mind that this isn't considered a priority to fix or even to kludge.

Please address this. 

Guys, you haven't even acknowledged this is a problem. You haven't said you're working on it. You haven't said you have any ideas to solve it. You haven't mentioned reaching out to Intel and working with them on a fix. Nada, nothing, no action at all.

It simply doesn't matter what the features and aesthetics of the program are when it fails at basic functionality. If I can't remote control a Dell XPS with the lid closed, what's the point of the rest of it?

It's a many months old issue that they seem to have no interest in addressing.

The video card is being put into a "sleep mode" whenever it detects there isn't a monitor attached/lid is closed. It's independent of any power settings. No, setting the "what to do when lid is closed" does nothing. (And if anyone is doing remote support and actually needed to be told to try that....shudder.)

You can attach a "ghost" VGA or HDMI dongle and it will keep the video card active. Or you can switch to the Microsoft generic video driver, reboot, and things will work. (including all the weird issues with scrolling and overlays) And then switch it back when done. Of course you'll have to be able to sign in and you won't see anything in progress before you reboot. Much fun!

My guess is that creating a fake USB monitor would solve the problem, but no action or interest. 

It just doesn't seem to be on their to-do list to make the software work correctly with laptops using integrated Intel 620 graphics. Ya know, all 8th generation ones right? I've not found a single exception so far.

I have replied multiple times. Why is this still flagged as waiting for information?

It's a COMMON problem, happening on nearly every new laptop I buy. I'm spending money buying HDMI ghost adapters as a work around because Control just doesn't work reliably.

It's REALLY frustrating. If you need more information, specify it. If you want to remotely access multiple examples of the problem contact me and I'll arrange it. 

Whatever you do, please do not continue to ignore this. It's at times been a crippling can't get my job done issue.

You'll also find that on many laptops and some desktops when the screen is off instead of going blank you get display problems, layered windows don't show properly, can't see scrolling, start menu is unusable.

I'm stocking "ghost HDMI" and "ghost VGA" adapters because it's becomming such a common problem. Except I can't teleport and plug them in a lot of the time. So right now I'm trying to remotely uninstall some software on a laptop and I can't because the lid is closed.

It's been going on for months and months. Doesn't seem like you guys care enough about a working product to address it. It's such a common problem that at this time I would recommend against buying Control if asked.

Why is this still flagged as "waiting on information" when I've provided the information weeks ago?

I'm replying and updating AGAIN. 

This is becoming a HUGE friggin problem. I'm trying to work on a customers laptop. I can't even see the Norton screen to click uninstall.

I do know what triggers it. The laptop lid is closed. I'm sometimes seeing the same thing happening on a desktop when the monitor is powered off.

It's a KNOWN problem. People are saying to purchase hardware "ghost monitor" dongles. Which doesn't help when I'm controlling customers computers I physically can't get to. Which is sort of the whole POINT of remote support software.

Please install a driver for a fake monitor that gets "turned on" when the support person connects. Even switching to the Microsoft Display Adapter doesn't fix the problem all the time, and as that requires a reboot and sign back in, can leave me locked out of the computer I'm trying to work on.

This is becoming really huge. I am going to have to start looking for a support tool that works reliably if it's not fixed soon.

And no, I don't give a rats rear end if it's "Microsofts Fault". Just install a driver for a fake USB monitor or whatever else you need to do to make it work, whose fault it is really doesn't matter at all. I just need it fixed.