Article ID: 000056047 Content Type: Troubleshooting Last Reviewed: 07/27/2021

Black Screen when Using Intel® Endpoint Management Assistant (Intel® EMA) In-band Remote Desktop Feature


Intel® Endpoint Management Assistant


After connecting to device via Intel® Endpoint Management Assistant, you see a black screen instead of the screen on the remote computer.


User consent is activated for remote desktop sessions for the device group that the remote computer is a member of. A prompt appears on the remote computer’s screen asking for user consent. However, there's no indication of this on the remote desktop screen in Intel® Endpoint Management Assistant (Intel® EMA). The screen remains black until the remote user provides consent.


Examine the device group configuration for the affected client to see if user consent is enabled.

If you don't want user consent enabled for your devices, you'll need to migrate them to a new device group, with this option disabled.

  1. Create a new device group with remote desktop user consent disabled.
  2. If needed, push both the Intel® Endpoint Management Assistant (Intel® EMA) agent installation and new device group configuration file to the affected clients.
  3. Execute the Intel EMA agent and update the devices configuration to move it to the new device group.
  4. Verify that the devices have moved to the new group.
  5. Verify that the in-band remote desktop allows you to connect without user consent.