Forum Discussion

kenklabeltraxx's avatar
kenklabeltraxx
Active Contributor
5 years ago

Black screen when connecting to Windows machines with Trend Micro installed

I have several customer now with Windows computers running Windows 10 Pro, Windows 2016 Server or 2019 Server where Trend Micro AV is installed. I try to connect with Go To Assist Unattended Support ...
  • GlennD's avatar
    GlennD
    5 years ago

    Hi kenklabeltraxx 

     

    I'm afraid you will need to dig into the Trend Micro settings to find an option to either allow GoToAssist or have your client temporarily disable it before any support sessions. 

     

lnutten59's avatar
lnutten59
New Member
5 years ago

Hi,

 

We have the same problems with Windows Server 2016 and 2019 since novembre. Unbale to connect to the device except if we unload the antivirus Trend Micro (Worry Free Business Security Services). The problem exist too with lastest Windows 10...

No problem with Windows 7/8/8.1 and Windows Server 2008R2 / 2012 / 2012R2...

 

Any idea or fix ?

 

Best regards 

  • Cozmo99's avatar
    Cozmo99
    Visitor
    5 years ago

    Hello

     

    Same problem here. Please provide fix or any idea.

     

    Best Regards,

    Cozmo