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Black screen for some log ins and works fine for others?

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Jennifer H, User (Posts: 3)

Nov 13, 2020 11:24:39 am EST

I have a small computer with our work database on it. We are trying to have some people work remotely, but have access to our work files. The administrator and a couple other logins work fine, but some, when I log in have a black screen. I have searched the KB, and most of the suggestions are to reboot the host computer (which I have) but also driver or hardware issues, which seem irrelevant, based on the fact that some of my log ins work. Any thoughts on this one?

Thanks!

Pauline, Support (Posts: 2776)

Nov 13, 2020 1:30:32 pm EST

Hello Jennifer,

Thank you for your message.

Could you please try enabling the Use legacy capture mode feature in the Host Settings -> Other tab and see if this helps to resolve the issue? Please make sure to restart the Host after enabling the feature in order for the changes to be applied.

In addition, here's a related KB article that might provide a helpful solution.

Finally, in case if you use version 6.10.10.0 or an older version of Remote Utilities, then please try updating to our latest 6.12.2.0 Beta 2 version as the issue might have been fixed in the latest update. Version 6.12.2.0 Beta 2 is available for download on this page. When updating, please make sure to update both Viewer and Host/Agent to the same version as the version mismatch might lead to performance issues or other features not working.

Please let us know if the solutions above did not help and the issue persists.

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