That's pretty close to that guinea pig laptop I used to try this out.
HOWEVER the laptop I used is pretty stock. I'm left to guess if you installed something to break this.
Sorry, but the clues are just not here. It seems it should work but does not.
What is this about a hack? Most of those support folk just need to use remote access to look around. Even here you get to tell all since no one here will do remote access.