Black screen appears when Knox Manage Remote Support is launched

Environment

• Knox Manage

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, the Knox Remote Support Web Viewer can’t function properly. You need to set Screen Capture to Allow or not have a policy set.

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 Knox Manage console, click 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 Knox Manage 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