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âŦ› Black screen in the Screen app


ℹī¸ There could be several reasons for a black screen.

➡ī¸ You can check the following to find the cause of your problem:

  • The Agent has a log file that records events related to the Agent. This is a plain text file that can be opened with any text editor (even remotely). If the Agent is installed in the default location, the log file is the following:
    • Windows ⇒ C:\Program Files\DWAgent\dwagent.log
    • Linux ⇒ /usr/share/dwagent/dwagent.log
    • macOS ⇒ /Library/DWAgent/dwagent.log

Open the log file and check for errors (if any).

  • If the remote device is running Windows operating system, you can also search for errors related the DWAgent and Python in the Windows Event Viewer.
  • If the remote device is running Linux operating system, you can check for other errors by running the dmesg command. Execute the dmesg command in a Terminal window:
    • To display errors related to dwagent, enter this command: sudo dmesg | grep dwagent
    • To display errors related to python, enter this command: sudo dmesg | grep python
  • If the remote device is running macOS, open the macOS Console and check for error messages related to the DWAgent or Python.
  • If the remote device has some kind of antivirus/firewall protection, please turn them off temporarily. If it works after the protection is turned off, please add the Agent to the protection exceptions. 
  • Use a different browser to control the remote device. For example: Microsoft Edge, Google Chrome, Mozilla Firefox, Brave, Opera, etc. Check if it works properly with another browser.
  • If your web browser contains extensions, please temporarily disable all of them. If it works without extensions, enable them one by one. This way you can find out which extensions are causing the problem.
  • Clear the cache of your web browser, restart the browser and check if it works properly.
  • If you have an Android device, you can also use our Client for Android to control your remote device.
  • If there is no monitor connected to the remote device (i.e. the remote device is a headless device), we suggest that you also have a look at this documentation: đŸ–Ĩī¸âŒ Set up a device without a monitor (headless) – DWService – Docs

➡ī¸ If your problem persists, please share your recent experiences and the details of your problem with us at support@dwservice.net. Among other things, please share the following with us:

  • Type and version of the operating systems.
  • The version of the web browser.
  • Version of the antivirus/firewall protection (if any).
  • Error messages in the log file (if any).
  • Agent-related error messages in the operating system (if any).
  • Whether there is a monitor connected to the remote device.

We will do our best to help you further.