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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 Manage's Remote Support feature.

Why am I seeing a black screen in Knox Manage Remote Support?

Below are some potential causes of the black screen issue in KM Remote Support:

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, Remote Support 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 Viewer and app installed.

Install the newest version of both the viewer and app:

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

For more information on the viewer and app, see 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:

Your device or platform is not compatible with Remote Support.

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

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