For the past seven days, hosts running on Windows 7 or older have been unreachable.
Specifically, the process is running, the service is active, and the agent responds to commands, but no image is displayed upon connection. This issue is caused by the latest host client being installed. If the new version is uninstalled and an older version is installed instead, the connection works normally and the image is displayed correctly.
For those in the cloud who have updated to 26.1.22, have there been any changes on some of the devices? The engineering team is working diligently on this issue but have noticed that some flavors of Windows 7 are working, while others are not.
If you have any devices from this era that are working, please let us know the exact version and build and edition of Windows 7 (ie: 6.1.7600)
How to update your cloud instance:
Upgrade a cloud instance - ConnectWise
Thanks everyone!
Is your instance hosted in ScreenConnect cloud (your site URL would be something like (mycompany.screenconnect.com), or are you self-hosted?
My instance is cloud hosted
Since this is only a problem of the client, I do not see any risk in using an older client. The client only connects to the designated server.
The canned post that support of older systems is not guarateed is lame, since everything is fine with an older client. The Servers system should simply be able to host more then one version of the client per platform giving you the option to install an agent for macosx up to 10.9, after 10.9, windows up to7, after seven.
Just as a note, they state in the latest release that 7 and 2008 black screen issue is fixed but I just updated to 26.1.22.9573 and am still noticing this issue.
Not sure if it's worth downgrading while there's the potential exploit for versions under 26.1.
Edit: This does fix Windows 7 Ultimate devices, but the issue remains on Windows 7 Professional.
I am still seeing the issue on Server 2008 Standard and Datacenter.
Is your instance hosted in ScreenConnect cloud (your site URL would be something like (mycompany.screenconnect.com), or are you self-hosted?
Just as a note, they state in the latest release that 7 and 2008 black screen issue is fixed but I just updated to 26.1.22.9573 and am still noticing this issue.
Not sure if it's worth downgrading while there's the potential exploit for versions under 26.1.
Edit: This does fix Windows 7 Ultimate devices, but the issue remains on Windows 7 Professional.
I am still seeing the issue on Server 2008 Standard and Datacenter.
how were you able to install an older version? tried a version from last dec and all it did was reinstall the broken version.
uninstall -> then install the old version.
IMPORTANT: you have to disable the auto update for SC Agents otherwise it will trigger the update after few seconds
Administration -> Advanced -> Web Configuration -> Settings -> Automatically Update Agent Version.
(restarts the service so don't do this ppl are connected to hosts)
how were you able to install an older version? tried a version from last dec and all it did was reinstall the broken version.
I found a viable workaround using an alternative remote access product instead of ScreenConnect/ConnectWise Control. By utilizing the command-line interface (command prompt / PowerShell), it is possible to install a different remote desktop or remote access software, which then allows establishing a connection and viewing/controlling the remote screen.
Additionally, we disabled the agent's auto-update feature and rolled back to / installed an older, stable version of the agent.
This was unfortunately quite a lot of effort just to resolve issues caused by a broken agent update from ConnectWise/ScreenConnect.
For those in the cloud who have updated to 26.1.22, have there been any changes on some of the devices? The engineering team is working diligently on this issue but have noticed that some flavors of Windows 7 are working, while others are not.
If you have any devices from this era that are working, please let us know the exact version and build and edition of Windows 7 (ie: 6.1.7600)
How to update your cloud instance:
Upgrade a cloud instance - ConnectWise
Thanks everyone!
We have a Microsoft Corporation, Microsoft Windows XP Professional (5.1.2600) (en-US) where the Remote-Screen works at least for a short period of time.
Most W7 are on this version and dont work: Microsoft Corporation, Microsoft Windows Embedded Standard (6.1.7601)