Simple Help 5.3.7 black screen issue

Remote Support and Access
1

Hello all,

We bought a single license of Simple Help to test it out as an alternative to our current solution.

Everything went well with the setup. We created a preconfigured package for one of our customers and installed it on a customer Windows server. We see it in Simple Help, but when we connect to it get a black screen. Our Simple Help setup is on a Windows Server 2019 Hyper-V hosted virtual machine at our office.

Any help appreciated to resolve this black screen issue.

Thank you

shblackscreen
shblackscreen763×721 12.9 KB

2

Looks like you are in view only mode and the screen is asleep.

3

Thank you for the reply, seems like when our tech installed it and tried to test it from the local server it didn’t work / black screen but worked fine with tech console installed on our desktop/laptop computers. All appears to be working now-- and so far, really enjoying it. We bought this as a “backup” for situations where our primary remote access tool ScreenConnect has an issue (rare) and for test/dev machines we don’t want under our Continuum/Connectwize to save the agent cost. Looks like it’s going to well exceed our expectations-- we’re impressed so far. Thanks again.

4

I have the same issue with 2019 host/vm. I have to connect to the vm on the host, when the console session opens the vm displays properly in the Simple Help window. Thoughts?

5

Not sure I understand. Can you clarify?

Your Windows 2019 server is the Host for your VMS. So you are using Hyper-V?

When connecting to the 2019 server host with simplehelp and then logon to the hyper-v console, you can see the VM display fine?

But when you connect to the VM directly with the simplehelp remote agent, or support agent, Its a black screen?