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.
We are also seeing the same issue with the following OS's: Windows 7 and Server 2008.
Issue as noted by original poster: The process is running, the service is active, and the agent responds to commands, but no image is displayed upon connection.
Version: 26.1.18.9566
Noticing the same issue in my environment. We have reverted to a previous snapshot and using an older version of the agent we are able to connect to Windows 7 and Server 2008 devices as expected.
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.
how were you able to install an older version? tried a version from last dec and all it did was reinstall the broken version.
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)
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.
We are actively investigating this issue and will provide an update as soon as possible. Please note that Windows 7 is officially end of life. While we make a best-effort attempt to support end-of-life operating systems, we cannot guarantee full functionality or successful performance in all cases.