Black screen appears when Knox Manage Remote Support is launched

Environment

Knox Manage (KM)

Overview

This knowledge base article explains some possible reasons why you may encounter a black screen when using Knox Remote Support.

Why am I seeing a black screen in the Knox Remote Support Web Viewer?

Below are some potential causes of the black screen issue :

The Screen capture policy is configured incorrectly.

If your devices are configured to a profile with Screen Capture set to Disallow, or if the policy is not set, Knox Remote Support Web Viewer cannot function properly. You need to set Screen Capture to Allow.

The default value of the Screen Capture policy differs depending on what type of license key you have. Please see the note under Supported platforms.

You don’t have the latest version of the Knox Manage Remote Support Web Viewer and Agent installed.

Install the newest version of both the viewer and agent:

1. In the top right corner of your KM console, click the Support icon > Download.
2. In the popup that appears, click Cloud Connector / Knox Remote Support.
3. Click Knox Remote Support App (Device) > Download.

For more information on the viewer and app, see Knox Remote Support introduction.

Your network is restricted by a firewall.

Depending on your deployment, you can either configure firewall exceptions for KM or disable the firewall. See the resources below to learn more:

• What are the firewall exceptions that I need to configure in order to use Knox Manage?
• Disabling the firewall

Your device or platform is not compatible with Knox Remote Support.

To find out whether you can use Knox Remote Support, see:

• Can I use Knox Remote Support on non-Samsung devices?
• Knox Remote Support minimum requirements