KSC Shared Access To Desktop issues [KSC for Windows]

[Antipova Anna]

Advice and Solutions (Forum Knowledgebase) Disclaimer. Read before using materials.

 

Problem

Kaspersky Shared Access To Desktop does not work or image from remote PC is corrupted.

Solution

1. Check if the issue will reproduce with standard Windows functionality:
   1. On remote host create an invitation for Windows Remote assistance (Windows default feature).
   2. Send the file with invitation to the PC with KSC console installed.
   3. Connect to the remote PC via Windows remote assistance using the invitation file.
   4. Click on Request control. Check the behavior.
2. If the behavior will be the same, then it is Microsoft related problem, contact Microsoft support.

3. In case issues with Shared Access show up only with KSC, collect the following data and send to Kaspersky Support:

• Server traces from the server and NAgent traces from the remote host during the issue reproduction
• Screen capture (video)
• GSI report from the remote host and KSC server (after the traces)

Check the screen resolutions on the remote host and server. If the resolution is 1366x768 on either of those, then it is a known issue https://support.microsoft.com/en-us/help/2665720/remote-assistance-does-not-display-a-desktop-that-has-a-resolution-of-1366-x-768-correctly-in-windows-7