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Cannot click UAC prompts for a while now
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sysadmin
#1 Posted : Wednesday, November 02, 2011 4:49:11 PM
Rank: Advanced Member
Joined: 6/1/2011
Posts: 45
Location: NYC
I'm currently on 2.3.2001.4301 and for the past several months, through many updates, I don't think I've ever been able to click on a UAC prompt. I was just working on a desktop with this problem, updated the latest client from the 2.3.2001.4301 install, and it still doesn't respond.

Will the latest available, 2.3.2058.4321, fix this? Does anyone else run into this issue or is it just something in my environment?
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garfield
#2 Posted : Friday, November 04, 2011 3:26:49 AM
Rank: Newbie
Joined: 11/4/2011
Posts: 2
This is a major issue for me as well. I am using 2.3.2058.4321 and if I try to install something or do something that causes the UAC window to pop up my session freezes. I sure hope there is a work around or fix for this soon.
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Jake Morgan
#3 Posted : Friday, November 04, 2011 2:26:58 PM
Rank: Administration
Joined: 4/9/2010
Posts: 871
Are you guys in service mode? Is the Elsinore.ScreenConnect.GuestService.exe process running on the machine? If it is, you definitely should not be having this issue. If it's not running, that's the issue. If your user is an unelevated admin, they should have been prompted at the beginning of the session to elevate. Did they click No?
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sysadmin
#4 Posted : Sunday, November 06, 2011 6:10:14 AM
Rank: Advanced Member
Joined: 6/1/2011
Posts: 45
Location: NYC
Jake Morgan wrote:
Are you guys in service mode? Is the Elsinore.ScreenConnect.GuestService.exe process running on the machine? If it is, you definitely should not be having this issue. If it's not running, that's the issue. If your user is an unelevated admin, they should have been prompted at the beginning of the session to elevate. Did they click No?


These are all unattended sessions on Win 7 Pro x64.

The service is running as "ScreenConnect Guest Service (support.domain.com)".

Executable is "C:\Program Files (x86)\ScreenConnect Guest Client\Elsinore.ScreenConnect.GuestService.exe"

The unattended client was installed by a user in the local administrators group.

All users are in the local administrators group.

UAC is set to one level above off - "Notify me only when programs try to make changes to my computer (do not dim my desktop)".
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garfield
#5 Posted : Monday, November 07, 2011 7:34:58 PM
Rank: Newbie
Joined: 11/4/2011
Posts: 2
I am having the client (Windows 7 64bit) use the Attended session option. I checked Task Manager and I see the process Elsinore.ScreenConnect.GuestClient.exe. I have not been able to figure out how to change a Attended session to "Service mode". I have seen a few posts that mention using Service mode, but I did not see anything on how to do it.

Here is what I am doing:
1) User calls up and has an issue
2) I tell them to go to my website and enter the invitation code I created
3) I take control of their machine
4) If I do anything like Computer Manager or something needing admin access the user sees the credential window but I do not and the session hangs until I have the client hit cancel.

I obviously do not want to tell the client what the admin username and password are.
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sdipro
#6 Posted : Tuesday, November 08, 2011 5:06:07 AM
Rank: Member
Joined: 10/15/2011
Posts: 21
Location: Tulsa
We're experiencing this as well with Windows 7, 64-bit. User is an Administrator and the ScreenConnect Guest Service is running in attended, service mode.

After the UAC prompt times out, we regain control. But, we cannot see the UAC prompt on this computer.

It's a brand-new machine...just hours old, so next to nothing on it.
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agh3
#7 Posted : Tuesday, November 08, 2011 7:55:05 PM

Rank: Newbie
Joined: 9/9/2011
Posts: 6
Location: Plainfield, IL
As an FYI, I've had the same problem on Win7 unattended installs as well on version 2.3.2005.4303. They were installed with an administrator-level user. Until I disabled UAC completely, I was stuck on those machines anytime I needed to add/remove/update applications.


Andrew G. Hargreave, III
agh3 Consulting LLC
agh3 at agh3 dot com
www.agh3.com
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sysadmin
#8 Posted : Tuesday, November 08, 2011 9:03:15 PM
Rank: Advanced Member
Joined: 6/1/2011
Posts: 45
Location: NYC
I'm sure it's been explained here before, but could somebody explain what is meant by service mode? How do we get our session or the screenconnect service (on an unattended install) to run in service mode?
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promptcare
#9 Posted : Sunday, November 13, 2011 3:49:14 AM
Rank: Advanced Member
Joined: 9/15/2011
Posts: 78
Location: ON, Canada
I don't know if this is related or not -- I've got a Win7 x64 machine on my workbench that I'm connecting to remotely (long story). It's just out of the box (literally) and I'm migrating his old data over and setting it up. I got all the basics installed (Java, Adobe Flash/Reader, Avast) installed without problems. A half-hour ago, though, I stopped being able to even *see* the Consent windows popping up. At first, I thought it was locking up but now I realize that it had been on the screen and then timing out.
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sdipro
#10 Posted : Monday, November 14, 2011 4:51:08 PM
Rank: Member
Joined: 10/15/2011
Posts: 21
Location: Tulsa
Same issue I was encountering too on a brand new Win7 x64 box as well.
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Jake Morgan
#11 Posted : Monday, November 14, 2011 5:19:50 PM
Rank: Administration
Joined: 4/9/2010
Posts: 871
OK, we're working to reproduce this, but we haven't had any luck so far. Win7 x64 we've tried with an unattended from 2.3 and 2.4. We'll keep digging.
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Reid
#12 Posted : Monday, November 14, 2011 7:02:35 PM
Rank: Administration
Joined: 4/22/2010
Posts: 18
Location: NC
Does anyone have easy access to one of these machines? If so, can you email us at support@screenconnect.com so that we can try to arrange a session this week to replicate?

In answer to sysadmin's question regarding "service mode," to be more specific about running in service mode, you need to be aware of Windows UAC and the way ScreenConnect handles UAC in Standard Sessions:

If the remote Guest user is an unelevated administrator, Windows UAC should prompt them for elevation to service mode when they start the guest client and join the session, and you should see and be able to control all UAC prompts & elevated management consoles thereafter. If they are not an administrator, we don’t bother to try to elevate, because to elevate, they’d need to type in credentials. You can elevate yourself, however, by sending a CTRL+ALT+DEL from the File menu. Once you have elevated, ScreenConnect runs as a service and allows you to control all UAC prompts, reboot & reconnect, switch users, etc.
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adza
#13 Posted : Tuesday, December 13, 2011 11:05:34 PM
Rank: Newbie
Joined: 12/13/2011
Posts: 5
Location: Australia
Hi All,

Reid wrote:
You can elevate yourself, however, by sending a CTRL+ALT+DEL from the File menu. Once you have elevated, ScreenConnect runs as a service and allows you to control all UAC prompts, reboot & reconnect, switch users, etc.


I'm having problems with UAC and Windows 7 permissions too.

I've tried the CTRL+ALT+DEL menu option. My screen greys off and the remote screen comes up with the task screen. If I get the user to choose 'Switch User' my screen still remains greyed out and 'Waiting for other party...'

It seems to be pretty easy to replicate. This was on a new Windows 7 virtual machine.

- Create a Standard User account

- Log off, and Log back on using this standard user

- Open browser, and connect through to 'screenconnect' machine.

- From Screenconnect machine - try to do anything that requires elevated access. Just blocks you out.


Cheers

Adam
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neilpcq
#14 Posted : Thursday, December 15, 2011 1:04:05 PM
Rank: Member
Joined: 12/15/2011
Posts: 16
Location: Mid Wales
We have just bought this software and have come up with this UAC problem.

On this machine the user is a standard user and we tried the Send CTRL+ALT+DEL trick but because the Admin account didn't have a password it wouldn't let us go on.

Is this going to be fixed in 2.4?
If you still need machines to help fix the problem we can help.
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Jake Morgan
#15 Posted : Thursday, December 15, 2011 2:20:19 PM
Rank: Administration
Joined: 4/9/2010
Posts: 871
neilpcq: I'm not sure I'm following you. You won't be able to send a ctrl-alt-del unless you are elevated, and you'll need to either be an administrator or have administrator credentials.
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neilpcq
#16 Posted : Thursday, December 15, 2011 4:04:46 PM
Rank: Member
Joined: 12/15/2011
Posts: 16
Location: Mid Wales
This is what i did.

Windows 7 64bit


New laptop out of box. During the set-up gave the user name "Jan Jones" (defaults as a Admin Account) with no password. Once in the machine i set-up an other user called "PCQ" this time as a standard user.

Rebooted the machine and logged in as "PCQ", then connect to a session and tried installing AVG which i know UAC will appear and it did on the laptop put not on the remote session, if i just press enter on keyboard i get control back.

So i tried the above suggested way (by Reid) of evevating the current user by sending a CTRL+ALT+DEL


It then asks for a username and password


When i type in the username "Jan Jones" and just ok it i get the error


If i add a password to the user it works and after click ok on the username and password i can see the UAC prompts.

This is going to be a problem when connecting to people that are not admin users and the admin user has a blank password, and we do come accross a few that don't know passwords as it's a used machine or someone set it up for them. Is there a way around the blank password issue?
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Jake Morgan
#17 Posted : Friday, December 16, 2011 6:18:11 PM
Rank: Administration
Joined: 4/9/2010
Posts: 871
We fixed one manifestation of this, and that may fix everyone. It happened when UAC level was set to low in which case a UAC window pops up, but not the UAC window with the shaded background that we expect. This UAC window was not clickable. It will clickable in future 2.4 builds.
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Jake Morgan
#18 Posted : Friday, December 16, 2011 6:24:33 PM
Rank: Administration
Joined: 4/9/2010
Posts: 871
We don't know a way around the blank password issue. We'll look into it though.
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sysadmin
#19 Posted : Saturday, December 17, 2011 5:44:00 AM
Rank: Advanced Member
Joined: 6/1/2011
Posts: 45
Location: NYC
#4 Posted : Sunday, November 06, 2011 1:10:14 AM
sysadmin wrote:
UAC is set to one level above off - "Notify me only when programs try to make changes to my computer (do not dim my desktop)".


#11 Posted : Monday, November 14, 2011 12:19:50 PM
Jake Morgan wrote:
OK, we're working to reproduce this, but we haven't had any luck so far.


#17 Posted : Friday, December 16, 2011 1:18:11 PM
Jake Morgan wrote:
We fixed one manifestation of this, and that may fix everyone. It happened when UAC level was set to low



The devil is in the details. ;)

Thanks for getting this fixed.
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