Remote Assistance doesn't work at all (black screen)

RejZoR · 2015-09-04T21:37:34.000Z

I’ve tried it on two occasions, both times trying to control the remote system and in both cases, all I got was a black screen where remote desktop should be, forcing me to do computer problem solving the old fashion way using a phone and directing the user step by step, turning something that could be resolved in 5 minutes into a 30 minutes long process…

It can’t be on my end because I’ve even changed graphic card (from AMD to NVIDIA) in between and had several clean OS installs in between (Windows 8.1 64bit). Don’t know much about the remote system except I know it’s also running Windows 8.1 64bit and that it’s powered by a dedicated AMD Radeon graphic chip (on Intel platform with Core i5 mobile processor) and that laptop is from HP.

Any idea how we can look into this problem? Am I really the only one having this issue with black screen? User on the other end did say that mouse cursor is moving, but all I could see was my pointer and black screen where remote desktop should be visible.

bob3160 · 2015-09-06T15:13:59.000Z

This screen shows giving help to a Windows 10 32 system Avast IS latest beta version.

http://www.screencast-o-matic.com/screenshots/u/Lh/1441552155059-92035.png

The system doing the helping is using Avast Free running latest beta version of Avast and using
Windows 10, build 10532

Just a thought? Could the computer your controlling have the desktop icons turned off ???

http://www.screencast-o-matic.com/screenshots/u/Lh/1441552650499-3771.png

I turned off the desktop icons remotely.

bob3160 · 2015-09-06T15:32:56.000Z

Remote assistance does not show the other computers actual desktop.
The desktop of the computer I was controlling actually looks like this:

http://www.screencast-o-matic.com/screenshots/u/Lh/1441553747305-94845.png

Announcements