Black screen

John11111111

All of a sudden I can't see the host screen, just the green border. Why?

Find more posts tagged with

Comments

Scott Holman

1st time today for me,like the others, after years of successful daily use

M. Stone

I'm having this problem today (and have been for a few months, actually), and it doesn't appear there was a solution to this problem?

In my case, I can log in okay with my MacBook Pro and iPad...but none of my Windows-based computers (desktop and laptop, both Windows 7, 64-bit and 32-bit). On the windows computers, I just connect, but get a black screen.

I did the Wizard, and I don't have any trusteer rapport installed.

Any suggestions?

GlennD

Hi,

Currently there isn't an option to allow specific application in Trusteer Rapport, so you either have to remove it or disable the screen sharing protection:

Instructions for disabling protection from Screen Capturing:
1) Open Rapport console (Start > Programs > Trusteer Rapport > Rapport Console)
2) Click on the arrow icon to move to page 2
3) Click on "Edit Policy" in the "Security Policy" widget
4) Type in the required characters (it will show a captcha)
5) Locate "Block Screen Capturing" and choose "Never" in the drop-down list
6) Click on "Save"

Gary Beaudean

Connie,
It affected me over one year ago and I could only resolve the issue by uninstalling Trusteer Repport. Maybe the issue has been fixed but I have been too chicken to install it again.

Connie11

What would Trusteer Rapport have to do with this issue? I use Trusteer on both my home PC and the remote host, and I have not had this black screen issue. Should I be on the lookout for it? I'd hate to have to uninstall Trusteer.

GlennD

Hi, there shouldn't be any issues running both on the same computer. Can you provide more details about the computers you are using and what exactly is happening? When the screen is black can you see the mouse pointer when you move it around? It's quite possible that some security software is making the screen blank.

rubyjedi

Also experiencing a black screen. I'm wondering if GotoMyPC cannot coexist with LogMeIn, as LMI seems to work fine.

sandiegoharry

I have opened a formal support call for this issue, but I thought that I would toss this out to the collective to see what hits.

I am a engineer at ecoATM here in San Diego, and we use GotoMyPC for remote support on just about 700 kiosks nation wide. Because our kiosks are public (usually in shopping malls), we often blank the screen and lock the keyboard/mouse (in our case, touchscreen) when connected.

What we are seeing is is that upon exit, screens are occasionally staying black - meaning customers cannot use our product until the kiosk is restarted. I cannot say weather the touchscreen locked - a blank screen is what we hear about should a customer call.

We have a policy that all support analysts are to clear the "black out screen while connected" and "Lock host keyboard and mouse" boxes under GotoMyPC Preferences/Security tab - and I am confident that they usually do. But even if they do not, should the software not behave as expected upon disconnection?

A possibly related problem is that sound on our kiosks is frequently getting muted, even though we rarely mute sound through GotoMyPC. I do not know that GoTo has anything to do with this, but my geek spidey sense says that it might be.

We are running Windows 7 Pro / 64 & GotoMyPC version 8.0.943 field wide. It is my understanding that 8.0.943 is the current version.

Any information would be greatly appreciated.

thanks

GlennD

Hi Emily, have or can you try connecting from a different computer and let me know if you experience the same issue? Also, what OS is your Host computer running?

Emily Boriosi

This reply was created from a merged topic originally titled
Black screen - unable to view remote pc.

Hello

Since I have had my laptop rebuilt and I am using Windows 7 Pro I am rarely able to see my remote PC because all I get is a black screen when I log in.

It is not a connectivity issue.

Hoping you can help

Emily

R&D Crowther

Kevin, see my post below. I found that Rapport was the culprit for me.

R&D Crowther

There was some mention of this being due to Trustee Rapport being installed. I took my laptop to work, logged in through GoToMyPC successfully, then accessed my online bank account to check some statements. The laptop seemed to freeze as I could do some things but not others. I could see on the host computer that my actions were being blocked from displaying to the remote laptop. So, I closed out of the session and reconnected only to be faced with the black screen.

At this point I uninstalled Rapport. Rapport gave me a log of activities it had blocked, and I found it had been the source of other annoying things like blocking screen captures I had been trying to make with SnagIt. So, I unstalled it, and reconnected the remote session without even a reboot and everything is now fine.

My computer is working much faster now too.

I read of others having trouble unstalling Rapport completely, and I noticed when I was unstalling there was a checkbox to the effect of "uninstall all user settings (not recommended)", so I checked that and it seemed to install cleanly.

GlennD

Hi Kevin, have you tried running our connection wizard on your Host PC, or working with our toll free 24/7 Support?

Kevin J Allison

I get a black screen and it disconnects. The only thing that resolves it is a reboot.

I also made sure the network adapter is not turning off to save power.

This is the first time in all the years I have used this product this is happening.

I do not want to switch to logmein because it does not look as nice.

Crazy thing is I use logmein free version to reboot the computer.

I have recomended this product to all of my clients fortunately this is not happening with too many of them.

I have tried all the fixes suggested and none work.

The only thing I can see is that it happens on windows xp.

Come one citrix!

GlennD

Hi Brenda, could you please provide more details? http://community.gotomypc.com/gotomyp...

Brenda Cresswel

Sometimes but not always when I log into my computer through gotomypc the screen is blank and therefore unable to work on it? Any suggestions??

This reply was created from a merged topic originally titled
Blank Screen.

Mark1111

I ended up driving into work and restarting my PC, but I did some playing around first and have more information.

- When I physically got to the local PC, it was locked, so I logged in. After l logged in, I only saw my background wallpaper, not all the open items that I usually have. This is basically the "local" version of the "black screen". The "black screen" happens from the client because I chose not to download the wallpaper to the remote. At this point, I could move the mouse cursor, but nothing more. ALT-TAB didn't switch windows or anything. I was going to restart the PC, so I CTRL-ATL-DEL, then pick SHUTDOWN, then pick RESTART. When I clicked OK, all of the open apps showed, with the focus on a VMWare dialog box saying that it wasn't going to allow the shutdown because there was a VM running. Once I acknowledge that, I had regular access to the PC.

- Playing around I found that If the PC is _unlocked_ at the time of the connection, then everything is fine. But, if the PC is locked, the black-screen will happen with the above symptoms talking about the 6-option box.

- I tried stopping and restarting the GoToMyPC service, but that didn't help.

- I tried closing all of the apps I had open, but that didn't help.

- The only thing that made things "normal" again was when I restarted the PC.

I still don't know what caused the situation, but I hope that's more information as to a clue about where it might have gotten hung up.

Mark1111

Add another person that after years of no problems, I only see a black screen. My host is Windows XP SP3, it's been fine for 4 years.

The only other thing I can add to this thread is that I _can_ send a CTL-ATL-DEL, and I get the standard Windows 6-button dialog box, so the host is able to send data to the client. Picking any of those 6 options doesn't do anything, including restart. The host is running a VMWare session and VMWare refuses the shutdown message from Windows when a VM is active so I can't restart the host.

I don't have that BofA app installed, and the connection wizard didn't help. It's not a connection issue, the machine is live on the net in many ways - just not GoToMyPC.

I get the same results no matter if I'm trying to connect from a Windows 7 client or an Android tablet.

GlennD

There are a number of different factors that can result in a black screen. It can be a connection issue or even a security application that is blocking screen sharing specifically.

Things that you can do are:

- Reboot the Host
- Run our connection wizard on the Host (if it is a PC), and then reboot it. http://www.gotomypc.com/wizard
- Check to see if Trusteer Rapport is installed on the Host
- Try connecting from another computer, do you still get a black screen? This helps us identify if it really is an issue with the Host and not your Client.

If none of these options work, please contact our toll free 24/7 support so that an agent can troubleshoot with you.

Sharyn Eggert C

Just to let everyone know...I was able to resolve the problem. I did a System Restore back until the last time it was working properly (just 3-4 days ago) and now it works properly again. Just in case this helps anyone else!

Jordan Mendelbl

We are also experiencing this issue on many connection GTMPC machines in a large non-for-profit business. The workstations here are pretty locked-down so I don't see a recent software installation interfering.

Basically we can connect every third time without issue. Most of the connections will result in a black screen. Sometimes there is no response from the command to send CTRL-ALT-DEL when we do see a login screen.

This is being tested privately by myself with new DELL Optiplex 3010 PC's.

GlennD

Hi Sharyn, please Email me your phone number and I will have Support call you in Belize.

Sharyn Eggert C

Am on hold with support for 6:21 and counting...FROM BELIZE!!!

Sharyn Eggert C

Ditto here! Just happened yesterday. I have been in Belize for six weeks working on my host computer in Florida. Now the screen on the host computer is black. I have another six weeks here in Belize and it's just Not An Option not to be able to log into my host computer for six weeks. I do not have Trusteer Rapport installed on the host computer and nothing has changed in the past six weeks. Help!

Gary Kerwood

I too have used Gotmypc without problem for years. For the first time yesterday, I received the black screen. No response to any commands, including ctrl-alt-delete, except that I am able open up the file transfer console.

Unfortuntately, this does not solve my problem, as I need to access the programs on my desktop. And, I do not have anyone that can re-boot the host computer for me.

Any help?

Gary Beaudean

I had the black screen hit me the day before I was to fly overseas. I called customer support and on the second call, things appeared to be back to normal. Big sigh of relief so I boarded the plane. Several days later, I accessed my host PC with no problems but after about 20 minutes, the screen on the host computer froze up. The only things I could access were the GoToMyPc toolbar items. I signed out, signed back in and got the black screen. OhOh. I am 9 time zones away from my host pc. I did a search for black screen and found this discussion. I saw the message from Glenn Dobson about Trusteer Rapport and the light bulb went on. I had installed this software about a month before I left. I called a friend and he went to my office, uninstalled this software, and now I don't have the black screen anymore. My advice to GoToMyPc Support is to ask their customers if they have this software installed if they call about this issue. Also, GoToMyPc should be working with the software developer to prevent this from happening in the future.

Liz111

Thanks, Ron. I had a neighbor reboot the computer for me. I am able to connect but still get the black screen.

Ron Grey

Liz, I had this problem last week and the only way I was able to solve it was to restart the host computer manually.

Ron Grey

Liz, I had this problem last week and the only way I was able to solve it was to restart the host computer manually.

Liz111

As of yesterday, I am having this problem as well. I'm unable to troubleshoot with host computer for 2-3 weeks. This is not good! What now?

Quick Links

Join the conversation!

If you found this discussion useful, why not register/sign-in? It only takes a minute to share your feedback, ask a question, or vote for a new feature!