7.1 Troubleshooting Agent

7.1.1 Unable to Remote Control Devices with Multiple Monitors

If you are using multiple monitors (more than 2), then you might not be able to remote control the devices and the screens might become blank.

Workaround: Add the following registry key:

  1. In registry editor, go to Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Policies\System.

  2. Add or modify "PromptOnSecureDesktop" to 0.

    By default, all elevation requests go to the secure desktop, by disabling the PromptOnSecureDesktop, all elevation requests go to the interactive user desktop.

IMPORTANT:Remove the registry key after completing the remote session.

7.1.2 Remote controlling a ZENworks 2017 Update 3 agent with the new viewer displays a blank screen

A blank screen is displayed when you remote control a ZENworks 2017 Update 3 agent using the new Remote Management viewer

Workaround: Use the Legacy Remote Management Viewer.

7.1.3 Remote connection to an older agent failed during SSL handshake

When trying to remotely connect to an agent, the connection could not establish due to SSL handshake failure. This is because of incompatibility between the OpenSSL libraries used by the viewer and managed device.


  • Option 1 (preferred):Upgrade the ZENworks agent on the device to the latest version.

  • Option 2: Partially update the ZENworks agent by performing the following steps:

    1. Install latest remote-management MSI on the managed device.

    2. Copy OpenSSL libraries packaged with the new agents (libcrypto-1_1.dll and libssl-1_1.dll for 32-bit and libcrypto-1_1-x64.dll and libssl-1_1-x64.dll for 64-bit) to the %ZENWORKS_HOME%/bin folder.

NOTE:Older agents that are connecting using rights, authentication might not work even with the latest MSI installation. The administrator must use password authentication for connecting to these agents.

7.1.4 An error occurred while remote controlling an agent

The failed to recv data socket error is displayed while remote controlling an agent using the IPv6 address and hence, unable to launch the remote session. This might be because the session was launched immediately after the previous session.

Workaround: Ensure there is a minimum gap of 20 seconds between two remote sessions.