Issue with remote control prompt being cut-off on Microsoft Surface Pro 4

Version 2

    Verified Product Versions

    LANDESK Management Suite 9.5LANDESK Management Suite 9.6LANDESK Management Suite 2016.x

    Issue

     

    You have already deployed the Landesk agent to some Surface Pro 4 devices.

     

    In the remote control agent settings, you have the "end-user must grant permissions" option enabled.

     

    However, when you want to initiate a remote control session to a Surface Pro 4 device, the remote control prompt for permissions appears to be cut-off on the end-user's screen and the approval buttons are not fully visible:

     

    Untitled.jpg

     

    Cause

     

     

    This is a known issue that is currently being investigated by our engineering team.

     

    By default, Microsoft Surface Pro 4 display settings are touch based with a screen resolution of 2736 x 1824 on a 12” screen, which is causing this problem.

     

    A bug report has already been created for this issue: Defect 309279:Remote Control Prompt Cut-off on Surface Pro

     

    Customers experiencing this issue are encouraged to contact the Landesk support team to open a case.

     

     

    Workaround

     

    As a simple workaround, you can educate the end-users to press the "Y" on the keyboard, which will allow the remote session to start.