Port 4001 (from client PC)/29522 (from ACR server) will be used for screen capture process by default, it need to be opened for screen recording function.
There’s service “Capture Service” should be in started state, and two process “WCapW32.exe” & “WcapWlistener.exe” can be found from Windows task manager. It should be exclude from Anti-Virus app. Also occurs if screen capture client not installed with administrator privileges.
When there's problem that capture service can startup but listenser process cannot startup, check Windows registry setting HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Winlogon\, make sure Userinit set with “C:\Windows\system32\userinit.exe,C:\CaptureService\Screen Capture Module\wcapwlistener.exe”.
Install latest Screen Capture client as an administrator account or right click and choose "Run as Administrator". Please note the option to "Run as Administrator" may not be available as it is restricted by group/local pc policy.
In a similar case, Following development's observation and recommendation by adding stations in the Workstation Group tab of the WFO Data Source configuration page allowed the users’ screen data to be captured by the ACR.
Make sure that the Microsoft C++ 2008 Distribution is installed on the computer. It is a required patch for the WcapW32.exe to run.
Try removing and re-adding the agent profile in both ACR and WFO.
review the following as well:
It should be excluded from Anti-Virus app.
1. Connection between ACR and Desktop
2. Make sure the 3 process are running correctly on the desktop = Wcap32,Wcaplistener and Screencapture
3. make ACR can see Logon event from the desktop.
