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I've tried:

  • Disabling UAC
  • Every bandwidth optimization option
  • Unchecking all boxes in the Performance Options:Visual Effects tab

But still, every time, all they see is a black screen with my mouse cursor moving about.

Environment is:

  • Remote Assistance requestor (server): Windows 8.1 VMware guest
  • Remote Assistance responder (client): Windows 7, Windows 8.1

Any advice?

1

I remember when I had this issue in my environment. Per the following link https://technet.microsoft.com/de-de/library/ee844127%28v=ws.10%29.aspx

In your Group Policy (gpedit.msc) settings (If domain, apply to the appropriate Organizational Unit), go to Computer Configuration\Windows Settings\Security Settings\Local Policies\Security Options.

Change the following setting User Account Control: Switch to the secure desktop when prompting for elevation to disabled.

EDIT Remember to update your computers with the latest group policy change. In CMD Prompt run gpupdate /force to update your computers to the latest group policy settings. To open cmd prompt, in Windows, click in your Search bar and type in Command Prompt.

0

I would get the same thing using RDP at my last job. I would remote to caller, it would require admin user/pass which I couldn't give them or see the prompt to enter. Just got a black screen that said pause.

To resolve according to MS forums, Computer Configuration > Windows Settings > Local Policies > Security Options > User Account Control : Switch to the secure desktop when prompting for elevation. Check Define this policy setting and select Disabled.

However our GPO, at my last job, was causing the problem and I couldn't convince anyone to step in and resolve. So I moved to Bomgar as a remote assistance solution.

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