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Black screen or the screen doesn't update#

You connect to the host (the computer you connect to), but the host's screen is black or stops updating, or the host does not respond to your mouse and keyboard. On a Mac host, the usual cause is a missing macOS permission.

Applies to#

  • Jump Desktop on Windows, macOS, iPhone, iPad, and Android Beta, connecting with Fluid.
  • Windows and Mac hosts running Jump Desktop Connect.
  • Personal users, and technicians assisting someone at the host.

Safe checks#

  1. Note any message that Jump Desktop shows when the session ends. Jump Desktop for Windows can show Protocol problem with an error code; on a Mac host, start with the permissions check below.
  2. Turn on connection statistics. On Windows and macOS, choose Help > Show Fluid Connection Stats. For other apps, see Show statistics. Frames shows 0 when nothing on the host's screen is changing.
  3. On a Mac host, ask someone at the Mac to check Connect's permissions (macOS 13 and later): in Connect, click the Settings (gear) button, select Diagnostics, and click Check macOS Permissions....

What the result means#

You see Likely cause Fix
Can not record screen (macOS, iPhone, iPad) On a Mac host, Connect does not have the Screen Recording permission. Grant the permission at the Mac.
Unattended access to a Mac on macOS 14 or later previously worked, then stopped macOS requested screen recording approval again because Connect does not have the Remote Desktop permission. Grant the permission at the Mac, including Remote Desktop.
The Mac's screen is visible, but your mouse and keyboard have no effect Connect does not have the Accessibility permission. Grant the permission. If Jump Desktop Connect is already turned on in Accessibility, see Mac: can't control the Mac.
Mouse and keyboard have no effect (any host) Observe mode is on (Windows and macOS apps), or the person sharing their screen chose View Only or turned off control. To turn off observe mode, choose Remote > Observe. Otherwise, ask the person sharing to allow control.
Black screen, or no screen, on a Mac with no monitor attached Without virtual displays, a Mac requires a monitor or an HDMI emulator (dummy plug) to show a screen. Virtual displays are not available at the Mac's login window. Use virtual displays, which do not require a monitor. At the login window, or without virtual displays, attach an HDMI emulator.
The screen freezes during a screen sharing session The person sharing paused sharing from their toolbar. Ask them to resume sharing. See Ask to share a screen.
On iPad, a session's screen stops updating while its window is hidden A hidden window pauses its screen updates. The session remains connected. Show the window again.
Frames is 0 while the host's screen is changing The video exceeds the allowed bandwidth, so frames are skipped. See Slow or laggy sessions.
The person at the host sees black displays during your session Privacy mode is on. Turn off privacy mode if you do not want it. The host's displays are restored when you disconnect.

Mac: grant permissions#

Someone at the Mac grants the permissions. The permissions assistant requires macOS 13 or later; on earlier macOS versions, turn on the permissions in macOS privacy settings.

  1. On the Mac, open Jump Desktop Connect, click the Settings (gear) button, select Diagnostics, and click Check macOS Permissions....
  2. Follow the steps to turn on Screen Recording, Accessibility, and, on macOS 14 and later, Remote Desktop for Jump Desktop Connect.

For details, including what to do if Connect is not listed in Screen Recording, see Grant macOS permissions to Connect.

Mac: can't control the Mac#

If Jump Desktop Connect is already turned on in Accessibility but input still has no effect, remove it and add it again. Someone at the Mac performs these steps:

  1. Open System Settings > Privacy & Security > Accessibility.
  2. Select Jump Desktop Connect and click the remove (-) button.
  3. Click the add (+) button, choose Jump Desktop Connect in the Applications folder, and turn it on.
  4. Connect again.

Check that it worked#

The host's screen appears and updates as you work, and the host responds to your mouse and keyboard.

Still stuck?#

Before you contact support, collect:

  • What you see, any message, and the app and device you connect from.
  • The host's operating system, Connect version, and whether a monitor is attached.
  • Connect's diagnostic logs: in Connect, click the Settings (gear) button, select Diagnostics, and click Diagnostic Logs.... Connect creates JumpConnectDiagLogs.zip and opens its folder.