ConnectWise ScreenConnect Reviews

We have some support contracts with a few companies. We use it for ticketing, for raising issues, or for the escalation of issues that fall off. We also have some third-party software for antivirus capabilities, like Bitdefender, that help us protect our platforms. 

The remote management piece is the most valuable aspect of the solution for us due to the fact that we can support our clients after hours.

The backup is crucial for our customers. It's a great feature.

In general, it has awesome features. It's more than what we actually need, however, it's a great tool. We have had different RMM systems, like AVG and SolarWinds and we find that ConnectWise is the best.

The solution is a little bit complicated when you want to implement it.

That could be because of the number of features. If there was some simpler way for non-technical people to just implement it. 

The solution should update a few of its features.

We still need to get acquainted with the system. We've only been using it for a few months, so everything is still new.

We've been using the solution for four months.

It's hard to discuss stability just yet. We're new to the product and it has only been a few months. We need more time to properly evaluate it before we would be able to discuss its quality in that respect.

We have three accounts and have three or four people on the solution currently. We're still early in the process. I wouldn't be able to describe how scalable it is.

It's been probably four months since we switched from SolarWinds to ConnectWise. We also use AVG. We found that the different requirements we had were not being completely satisfied with the other systems. We switched to a solution that has all the requirements we need in one platform.

Based on what we researched and our experience on other platforms, and after talking with other companies that were using ConnectWise, we decided to move over to them to try it out.  

The initial setup was straightforward. It wasn't too complex for our team.

The deployment took us about two months in total. 

This was not just a quick installation of a software piece. We had to arrange with our customers and that sometimes takes a longer time as we have to get everything in order.

We use the solution to support our customers. We're an IT support company.

I'm not sure which version of the solution we're currently using. I believe it to be the most updated version.

I'd rate the solution eight out of ten.

We mostly use the unattended access. We only use the on-demand, remote support solution on occasion but it's good to have on the off chance that we're dealing with a customer who is not under contract with our service. We have just three people that use ConnectWise. We're not using any extensions.

Ease of use is good, it's very easy to use, very easy to understand. It gives us remote access to the PC without any issues. That's the most important thing.

The complaints I have are more regarding my side - not on the users' side - regarding setting up. For my company, just installing the software and using it is very easy. But if I need to give one of my customers access to their machines, the process that you have to go through is some 15 to 20 steps. You have to create a group, and then you have to assign a policy. It takes 15 to 20 minutes to set up someone for remote access to their own machine. When I was using LogMeIn Central, that process was just as simple as sending an email and having the person create an account. It's much more of a pain in that respect. If they could fix that, make that more automated, that would greatly help improve the quality of the product.

Also, here's the biggest thing. What we need this product to do is to be able to control Windows Updates. LogMeIn Central allowed us remote access but also allowed us to push and install Windows Updates, and third-party updates. LogMeIn Central raised their price extremely high, so we ended up finding this solution and going with it. But there is a new product on the market called the Atera. It does everything ConectWise does, but it also does all the patching and Windows Updates. Eventually, we're going to be moving to them and shutting off ConnectWise. Not only does Atera do Windows Updates and patching, it has a ticketing system built in, remote control, unattended access, file transfer, printer sharing, etc.

When we made the switch to ConnectWise we lost the ability to do patching. That forced us, for our larger clients, to move to WSUS. We had to set up a VM on those larger clients to push Windows Updates and patches into the network until we found Atera. We have both ConnectWise and another product installed because ConnectWise won't do patches for people that are not on a domain. If I have 15 or 18 computers in a workgroup, I can't use the WSUS to push updates. I have to use a third-party tool to do patch management. If ConnectWise wants to keep people on their product, they need to integrate patch management.

The reason we still have ConnectWise is because we just haven't had the time to learn Atera yet, because it's an entirely new system and with a new UI. It does so much more than what ConnectWise does that it's taking us time to learn how to use it. Eventually though, once the guys feel comfortable enough, we will probably discontinue using ConnectWise. That is, we will discontinue the unattended access product but keep the on-demand product.

Another issue is that the ConnectWise installation software is not recognized by Microsoft as a legit piece of software. So any time we go to install it, it will pop up a screen saying that the software is unrecognized and that it could be malware. If we're in front of a client when this happens, we have to explain to the client, "Oh, this is just a Microsoft thing." But we never had that problem with other solutions. We don't have the problem with Atera, and we never had that problem with LogMeIn Central's installer. But this solution actually comes up in Smart Screen as if it's malware, when it shouldn't.

The other problem we have is using this product on Apple devices; it's the same thing. During the Apple installation, it comes up as blocked in Apple, because Apple doesn't recognize it as a certified install. What happens is, I can't install the software remotely because there are eight steps you have to go through on an Apple machine to actually make the software work because Apple blocks it. Again, it thinks it's malware. 

So this issue is happening and is even worse on Apple products than Windows products. With Windows, you have to tell it to install it anyway and it will install; it's just an extra step. And with the way people are really wary these days about malware, we have to say to clients, "No, really, it's okay, it's just Microsoft, it's not malware, we promise."

That needs to be fixed. They need to get their signed certificate updated into Microsoft's database at the least. We don't have a whole lot of Apple computers that we support. It's not a huge issue for us and it certainly wouldn't be something we'd leave ConnectWise because of, but the issue with Microsoft is a big issue. Some 400 to 500 of our endpoints are Microsoft operating systems.

We have had issues. We have had circumstances, for reasons we don't know, where the service will stop running, and when the service stops running that computer no longer becomes reachable. We haven't really seen that so much on desktops, but we have seen that happen quite frequently on server operating systems, Server 2008, Server 2012. You can install the product and then a week down the road it will just stop. 

I have a client where we just manage their 12 servers, and it will shut off on six of them. So we'll remote into one of the servers that is working, and then we have to do remote-desktop to the other servers and rerun the ConnectWise service, and it will come back up. So we have issues with ConnectWise running on servers, and here I am talking about the unattended access software.

Scalability is fine.

Tech support is very poor. We have asked for help on the issues we've encountered in the past and the support people they have just answer questions with more questions, or they don't actually help. Fortunately the software is pretty stable on its own.

We've never been able to resolve any issue using the support. We end up giving up and just dealing with it until we find something better. 

We used several pieces of software. We used LabTech, we used GFI which is now owned by another company. We used Kaseya, and we've used LogMeIn Central. LogMeIn Central was the one we started off with seven years ago. When LogMeIn Central raised their prices we moved to a couple of others, but then LogMeIn Central came back and offered us the price that we had before, so we switched back. Then LogMeIn Central raised their prices again, and so we left and went to ConnectWise. The reason we switched was price. LogMeIn Central literally raised their prices almost four times what we were paying before. We were paying about $285 a month, and they wanted us to pay $1,025 a month. 

Other than the issues I've pointed out in this review, ConnectWise works really well. We are pleased with the product, it does work.

For the price we pay, we definitely feel it's worth it, but there are some contenders in the market that are coming out now, whose products are as good; they are offering more features and the price is actually less than ConnectWise. All things considered, the biggest thing is the lack of patching in ConnectWise. If they could integrate that into the product, that would be a game changer, if offered at the same price point.

For the actual remote control portion, we've never found a better solution than LogMeIn. As far as consistency goes, once it's installed it works. I would say that ConnectWise is a very close second to LogMeIn, with the exception being on the server side software. But we've never had a problem with it on the desktop side with any operating system, Windows 7, Windows 8, 8.1, 10. Once the software is installed it works flawlessly and works great.

Other products we evaluated were Kaseya, a product by GFI but it was bought out and I don't know its name now. And we did evaluate the LabTech Software as well.

It's very easy to use. I created a YouTube video to show people how to use it and it was relatively quick.

In terms of advice, something that helps us is that we build agents by client and we have a secret web page that people can download them from.

We're an MSP using ConnectWise ScreenConnect to support our customers.

The ConnectWise ScreenConnect tool is very good for remote access. It's very robust, and I love that it works across reboots and everything else.

The solution should add the ability to video chat with the user on the other end.

We have been using ConnectWise ScreenConnect for three years.

I rate the solution ten out of ten for stability.

I rate ConnectWise ScreenConnect ten out of ten for scalability.

I have previously used Remote Desktop, Quick Assist, and TeamViewer. We switched to ConnectWise ScreenConnect because it was integrated into the ConnectWise agent that we're using.

The solution’s initial setup was very straightforward.

ConnectWise ScreenConnect is a great remote access and support solution. I would recommend the solution to other users because customers who use it through us love it.

Overall, I rate ConnectWise ScreenConnect ten out of ten.

We are a 100% remote company, so we use ConnectWise Control primarily for remote support. I also have a guy who goes through periodically, probably every week or so, and uses Control to pull information about all the PCs and make sure that the patch levels are showing up correctly and that we are where we said we were going to be.

Control lets us do remote management of machines without having to be on the VPN. It's super simple and super easy, so that's really where the advantage comes in for us.

There could be improvement to the remote command line tools. You can do what they call "Backstage," and run commands behind the scenes. It's a little quirky.

The solution is super stable. I have never had a problem with it. 

The solution scales well. 

We pay $85 per month for each user for a ConnectWise package with multiple solutions. 

I suggest that if you have a mobile device manager, like Intune or whatever you use to push your software out, use it to push the client out. Then every time a new device comes online, it's automatically put into ConnectWise Manage, and you can manage it right from the start.

We've never had to use tech support. The solution is just super simple and straightforward. I would rate it as a ten out of ten. 

Our primary use for the solution is remote support, as it is simple and pretty easy to use. I have enabled the command prompt extension for Windows.

I use both the unattended access functionality and the remote support, but mainly primarily just the unattended access.

It gives me the ability to remotely connect to machines that I manage without user intervention. 

The unattended access, because it allows me to remotely support my clients with ease.

There is an issue which is pretty rare, but I find it at least when connecting from my mobile device. I am forced to refresh the screen by changing the screen quality to get screen updates. This only happens sometimes.

The lagging can be attributed not necessarily ScreenConnect, but the internet connection on the other end. Therefore, I have not had any stability issues with being kicked out or anything. I have had some stability issues with the app on my phone. Though when working from the PC, I really do not have any issues.

No scalability issues.

I have not had to deal with their tech support very much. When I have, I was not thrilled with their support. I do not have a lot of time to deal with the attention which is needed to fix issues.

I switched to ScreenConnect ConnectWise because of the pricing increases with LogMeIn. I originally switched to TeamViewer, then with TeamViewer, it was just cumbersome with all the various versions that you have to deal with. ConnectWise was priced fairly, so I switched to it.

The initial setup was pretty straightforward. I am using the hosted version, so there was no setup for me as the vendor does that.

It is priced fairly.

Make sure you have enough licensing for all the techs that you have. I am just a one-man show. It is pretty simple for me, as I just need one.

I have already used other options over the years. 

ScreenConnect was recommended by various friends in the industry.

I am overall satisfied with the product. It is a pretty straightforward product, which is easy to use and deploy. I do not have any qualms with it.

The primary use case is to access my devices remotely, since it is simple to use and responds quickly. Four people in my organization will be using this product. We enabled the following extensions: Edit web.config appSettings, edit app.config settings, Guest Session Starter, and Translation Extension Builder.

We are primarily using unattended access. 

The product's two-factor authentication means we are not worried like before about the state of our security.

Session groups and triggers are the most valuable features, because they make a greater degree of organization possible. A greater degree of organization is valuable to my organization, because we have many sessions to handle. Therefore, keeping track of them all would be more difficult without these features.

Support for PAC files on the guest's side and support for proxy on the host's side. Currently, there is no support for guest-side PAC files or for the host-side proxy (which uses authentication). If I can have this, it would be improvement. It would benefit my organization because we would be able to connect with guests using PAC files in their environment, then connect to our server from a proxy environment (which uses authentication).

Once, after I had changed my security settings, the database data was corrupted.

No scalability issues.

Technical support is fine.

We previously used RemoteView.

The initial setup was straightforward.

The cloud version is relatively inexpensive, but the on-premise version is expensive if you do not need three technicians, only one or two for concurrent sessions.

We evaluated ISL Light.

If you use proxies in your environment, then make sure to test out the product beforehand to see whether this product works in your environment.

The primary use case for this solution is remote support. The product is extremely easy to use. I am the only person in my office using it.

I have enable all the possible extensions available through ScreenConnect. I use both the unattended access functionality and the remote support functionality.

We have received customer feedback on the quickness of our responsiveness and the solution deployment.

The unattended access functionality is a valuable feature, because I can go in at any time that I want, deploy fixes, or do maintenance.

It is super easy to use and relatively inexpensive.

Other product have the ability to merge both monitors into one space when logging in if a customer has more than one monitor set up on their station. Essentially, you are just seeing one big blob of screens that you can move your mouse through versus having to switch between the different monitors which are on the workstation with ScreenConnect.

There is one back-end issue that I am running into at some of locations where I login to provide support, and sometimes port 443 is blocked. That is what it uses to connect. So, I am having to do workarounds to get a session started.

It works great. I have never had an issue. I have never had it kick me out for no reason. I have never had any downtime.

No scalability issues.

I would rate their technical support as 10 out of 10.

I used LogMeIn and TeamViewer. I switched because ScreenConnect came to be more cost-effective based on the amount of features that they offered.

The initial setup is straightforward. Once the portal for you is generated, then you just download the Clients onto the machine that you want to run on unattended support and that is it. It is fairly easy. Then one of their extensions allows a builder for the Control Client through your portal. This way any user that you are trying to support can just go to your site, click that link, and it will download the executable. They just install it, then that machine pops up within your portal. It is super convenient.

It is priced well and it is still a great value. Although I have been reading a lot about Splashtop. They are getting pretty competitive on their pricing, including a fairly easy to use remote support for mobile applications, like iOS and Android.

We looked into Splashtop. Back then, I was just looking into some VNC client that I could install and manage myself.

Just do it. Especially people who are subscribing to LogMeIn or TeamViewer, they are not going to miss anything.

We are using this product as a Managed Services Provider. Two people in our business use this product. We use both the unattended access functionality and remote support.

The console is okay at best. The recent redesign has made it slower and basically worthless.

Remote support is efficient and easy for our end users to receive support.

Control is the only product which is worthwhile from ConnectWise.

Speed is a major factor in Automate, and the control panel is horribly slow.

No stability issues.

No scalability issues.

Support for Control is good, but support for Automate is a joke.

We did not use a previous solution.

The initial setup is fairly straightforward.

Pricing is fair for Control and the licensing is simple. 

Automate is brutally overpriced and the licensing term is something I would never enter into again. I am counting the days until I can dump the Automate software.

We did not evaluate any other solutions.

If your looking at anything aside from Control, keep looking.