The picture stays black

What it is for

The connection is up, but the window stays black — or it shows a notice instead of the screen. Usually there is a clear reason on the device: Windows is showing a protected screen, the Mac lacks a permission, or the computer does not draw its screen at all. Go through the steps in order.

What you need

• A running session to the device.
• For some remedies: the person at the device or the administrator of your access.

How to do it

1. Wait a few seconds. Until the first picture arrives, the program shows a black area. If nothing comes after a few seconds, continue with step 2.
2. Is there a notice in the picture? "Am Gerät wird eine Administrator-Bestätigung angezeigt" (an administrator confirmation is shown on the device) means: Windows is showing a protected screen — a User Account Control (UAC) prompt, the lock screen or the screen after Ctrl+Alt+Del. - Below it says "Der BrowserDesk-Dienst übernimmt die Anzeige – das Bild kommt in wenigen Sekunden." (the BrowserDesk service takes over the display — the picture comes in a few seconds). Then wait. BrowserDesk switches its path internally, and the session briefly reconnects for that. Afterwards you see and operate the dialog (E6). - Below it says "Ohne den BrowserDesk-Dienst kann er nicht übertragen werden. …" (without the BrowserDesk service it cannot be transmitted). Then ask the person at the device to answer the dialog. The picture then comes back. To see such dialogs yourself in future, set up the service on the device (C4). "Run as administrator" is not enough.
3. Chose H.264? With the H.264 codec there is no such notice; the picture then stays black on a protected screen without the service. In the bar open Ansicht (View), under CODEC switch back to VP8 (schnell) (VP8, fast) or Auto (E4).
4. Is the device a Mac? If the Mac lacks the "Screen Recording" permission, BrowserDesk does not connect at all but reports "Auf diesem Mac ist „Bildschirmaufnahme“ für BrowserDesk nicht erteilt. …" (Screen Recording is not granted on this Mac). The solution is in H2.
5. Was the device last used via Remote Desktop (RDP)? When someone disconnects an RDP session, Windows stops drawing the screen — BrowserDesk then shows black. For servers and kiosk computers there is a setting in the console: Devices → open the device → Settings → section Reachability → set Keep RDP alive (redirect disconnected session to the console) to on. > Caution: The session then appears on the device's real monitor. Only for computers nobody sits at.
6. Is the device a phone or tablet? There the transmission cannot be switched on from outside. The person at the device starts it in BrowserDesk (F14).

How you know it worked

You see the device's screen, and mouse movements show in the picture.

What the other side sees

• With a UAC prompt the person at the device sees the dialog as usual. With the service you can answer it remotely.
• With "Keep RDP alive" the disconnected session appears on the device's monitor.

Good to know

• Only the service reaches protected screens. UAC dialog, sign-in and lock screen are on a separate, protected screen in Windows. Only the BrowserDesk service may capture and operate it (H17).
• Two short reconnects per UAC dialog: to the service and back, as with locking and unlocking.
• The Mac does not show black but states the reason. If the permission is missing, you get a refusal with the way to grant it.

If it does not work