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ConnectWise Control OverviewUNIXBusinessApplication

ConnectWise Control is #8 ranked solution in top Virtual Meetings tools and #9 ranked solution in top Remote Access tools. PeerSpot users give ConnectWise Control an average rating of 10 out of 10. ConnectWise Control is most commonly compared to TeamViewer: ConnectWise Control vs TeamViewer. The top industry researching this solution are professionals from a computer software company, accounting for 27% of all views.
What is ConnectWise Control?

ConnectWise Control is a fast, reliable and secure remote support, access and meeting solution. Use remote support and access to repair computers, provide updates, and manage machines. Conduct online seminars and presentations using remote meetings. ScreenConnect includes the same features as competing remote control solutions.

ConnectWise Control was previously known as ScreenConnect.

ConnectWise Control Buyer's Guide

Download the ConnectWise Control Buyer's Guide including reviews and more. Updated: January 2022

ConnectWise Control Customers

Jon Rosen Systems

ConnectWise Control Video

Archived ConnectWise Control Reviews (more than two years old)

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Robert Shofkom
Senior IT and Telecommunications Consultant Extraordinaire~ at a tech services company
Consultant
Easy to use remote access but it lacks the ability to control Windows updates and patches
Pros and Cons
  • "It's very easy to use, very easy to understand. It gives us remote access to the PC without any issues."
  • "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."
  • "What we need this product to do is to be able to control Windows Updates. LogMeIn Central allowed us remote access but also allowed to push and install Windows Updates, and third-party updates... 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."
  • "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."

What is our primary use case?

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.

What is most valuable?

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.

What needs improvement?

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.

For how long have I used the solution?

One to three years.

What do I think about the stability of the solution?

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.

What do I think about the scalability of the solution?

Scalability is fine.

How are customer service and technical support?

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. 

Which solution did I use previously and why did I switch?

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. 

How was the initial setup?

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

What's my experience with pricing, setup cost, and licensing?

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.

Which other solutions did I evaluate?

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.

What other advice do I have?

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.

Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
Real User
A straightforward product, which is easy to use and deploy
Pros and Cons
  • "it gives me the ability to remotely connect to machines that I manage without user intervention."
  • "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."
  • "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."

What is our primary use case?

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.

How has it helped my organization?

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

What is most valuable?

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

For how long have I used the solution?

One to three years.

What do I think about the stability of the solution?

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.

What do I think about the scalability of the solution?

No scalability issues.

How are customer service and technical support?

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.

Which solution did I use previously and why did I switch?

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.

How was the initial setup?

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

What's my experience with pricing, setup cost, and licensing?

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.

Which other solutions did I evaluate?

I have already used other options over the years. 

ScreenConnect was recommended by various friends in the industry.

What other advice do I have?

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.

Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
Learn what your peers think about ConnectWise Control. Get advice and tips from experienced pros sharing their opinions. Updated: January 2022.
564,643 professionals have used our research since 2012.
Reseller
Session groups and triggers make a greater degree of organization possible
Pros and Cons
  • "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. Greater degree of organization is valuable to my organization, because we have many sessions to handle."
  • "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)."

What is our primary use case?

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. 

How has it helped my organization?

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

What is most valuable?

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.

What needs improvement?

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).

For how long have I used the solution?

Three to five years.

What do I think about the stability of the solution?

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

What do I think about the scalability of the solution?

No scalability issues.

How are customer service and technical support?

Technical support is fine.

Which solution did I use previously and why did I switch?

We previously used RemoteView.

How was the initial setup?

The initial setup was straightforward.

What's my experience with pricing, setup cost, and licensing?

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.

Which other solutions did I evaluate?

We evaluated ISL Light.

What other advice do I have?

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.

Disclosure: My company has a business relationship with this vendor other than being a customer: Reseller.
Senior Marketing Analyst at a comms service provider with 10,001+ employees
Real User
It is super easy to use and relatively inexpensive
Pros and Cons
  • "It is super easy to use and relatively inexpensive."
  • "The unattended access functionality is a valuable feature, because I can go in at any time that I want, deploy fixes, or do maintenance."
  • "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."

What is our primary use case?

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.

How has it helped my organization?

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

What is most valuable?

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.

What needs improvement?

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.

For how long have I used the solution?

One to three years.

What do I think about the stability of the solution?

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.

What do I think about the scalability of the solution?

No scalability issues.

How are customer service and technical support?

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

Which solution did I use previously and why did I switch?

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

How was the initial setup?

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.

What's my experience with pricing, setup cost, and licensing?

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.

Which other solutions did I evaluate?

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

What other advice do I have?

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

Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
it_user882726
Owner at a tech services company with 51-200 employees
Real User
The recent redesign has made it slower and basically worthless
Pros and Cons
  • "Remote support is efficient and easy for our end users to receive support."
  • "The initial setup is fairly straightforward."
  • "The recent redesign has made it slower and basically worthless."
  • "Speed is a major factor in Automate, and the control panel is horribly slow."

What is our primary use case?

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.

How has it helped my organization?

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

What is most valuable?

Control is the only product which is worthwhile from ConnectWise.

What needs improvement?

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

What do I think about the stability of the solution?

No stability issues.

What do I think about the scalability of the solution?

No scalability issues.

How are customer service and technical support?

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

Which solution did I use previously and why did I switch?

We did not use a previous solution.

How was the initial setup?

The initial setup is fairly straightforward.

What's my experience with pricing, setup cost, and licensing?

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.

Which other solutions did I evaluate?

We did not evaluate any other solutions.

What other advice do I have?

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

Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
it_user882267
IT Network Specialist at a educational organization
Real User
Very easy to use, I can fix end-users' computers from my office
Pros and Cons
    • "If it had Chrome capability, that would be great; being able to use it on a Chrome device. Right now, I can't use it on my Chrome device."

    What is our primary use case?

    Connecting with end users, remotely. There is just one user in my business and I have not enabled any extensions. We just downloaded it and I use the client from my desktop.

    How has it helped my organization?

    It allows me not to have to drive to an end-user to fix their computer. If I have internet connectivity I can usually handle it right from my office, so I like that. And so does the employer because they don't have to pay mileage. It has been a game-changer for my workflow.

    What is most valuable?

    The product is very easy to use. All the features are valuable.

    What needs improvement?

    If it had Chrome capability, that would be great; being able to use it on a Chrome device. Right now, I can't use ScreenConnect on my Chrome device, it has to be on a PC. I know there are other remote services that are capable of utilizing a Chrome device, such as TeamViewer.

    For how long have I used the solution?

    One to three years.

    What do I think about the stability of the solution?

    No issues with stability.

    What do I think about the scalability of the solution?

    Scalability is great. I can add users as they are added to our system.

    How is customer service and technical support?

    I have never had to call tech support.

    How was the initial setup?

    It seemed pretty straightforward. Sean, who is a consultant on higher-end stuff, did the setup for me. I watched him do it and it seemed pretty simple.

    What other advice do I have?

    Get it. Save time, save mileage. There are no cons, all pros. I don't know how I functioned for that half a year without it.

    Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
    Real User
    Cost-effective business solution for remote access, but initial setup was complex

    What is our primary use case?

    Connecting to end-user computers, from a customer standpoint. We have two to three people using it. We primarily use remote support. We don't use the unattended access functionality nor do we have extensions installed.

    How has it helped my organization?

    We don't use it that often, probably three or four times a month. We use it to remote into customers' computers and it gives us a different option other than TeamViewer and using a paid license with TeamViewer. We use this to connect to people. But there was no improvement, per se, in our organization once we started using it.

    What is most valuable?

    The most valuable feature is that it was the cheapest solution. That's where it has value for me.

    What needs improvement?

    The biggest room for improvement is in the setup, getting it started. Figuring out how to get it all set up from scratch.

    For how long have I used the solution?

    One to three years.

    What do I think about the stability of the solution?

    No issues with stability.

    What do I think about the scalability of the solution?

    I haven't scaled it at all.

    Which solution did I use previously and why did I switch?

    TeamViewer, but it was just a trial, and we wanted to use something for a business solution.

    How was the initial setup?

    I thought it was a little bit difficult to set up, it was complicated. It seems a little bit difficult to set up and get started. Even the use seems a little difficult. But once you get started and understand it, it seems to be very functional.

    What's my experience with pricing, setup cost, and licensing?

    Compared to what's out there the pricing is probably a good value.

    Disclosure: I am a real user, and this review is based on my own experience and opinions.
    ITCS user
    Dentist at a wellness & fitness company
    Real User
    Gives me reliable remote access and allows IT to troubleshoot problems

    What is our primary use case?

    Both my IT guy and I use it to be able to access any computer remotely. Only the two of us have access to it. We mostly use the remote support.

    How has it helped my organization?

    Recently I needed to remotely access the software at my office, and I was able to connect using the software and access the information I needed within a minute or two, rather than having to drive to the office to get into the computer system.

    What is most valuable?

    Being able to access any computer that's connected to it is the most important aspect. That's the reason we have the software.

    What needs improvement?

    I'm presuming that the software is designed as it is for a particular reason. An option I would want would want to have is a shortcut on my desktop, to click on it, and immediately be able to select which system I wanted to access and which computer in that system I wanted to access, and have fewer steps that I would have to physically go through to do so. However, I realize that to have it set up that way, there are numerous steps of security that I would have to be gotten around, and I accept the fact that I have to take three or four steps in order to get what I need.

    For how long have I used the solution?

    One to three years.

    What do I think about the stability of the solution?

    When I have accessed software, it's worked. That's all I know. When I call my IT guy, and say, "Hey, we're having a problem," he can access what he needs and be able to see it within moments, so I don't have any problems with that.

    What do I think about the scalability of the solution?

    I use it so rarely that I have not had a scalability problem, nor have I noticed my IT guy complaining about the inability to do certain things.

    What other advice do I have?

    Once I figured out how it worked, it's not too hard. It's a matter of remembering the numerous steps that are necessary to get into the software, and then to access the particular computer that I'm interested in. My IT guy can do it much faster than I can because I only rarely have to use it.

    Disclosure: I am a real user, and this review is based on my own experience and opinions.
    IT Manager
    Real User
    Shows end-points' connection status so I can troubleshoot network issues
    Pros and Cons
    • "It's very easy to use. Provides connections that are always on. It was nice to be able to see a list of end-points and see whether or not they were connected so I could troubleshoot any network issues I had."
    • "Setup was very straightforward. All I had to do was write a GPO on my domain controller and it automatically installed the agent that I downloaded from the software. I literally had to do nothing."

      What is our primary use case?

      Remote access to end-points. We don't use the unattended access functionality. We've had two people using it. We did not enable extensions.

      How has it helped my organization?

      It's much easier to use ProtectWise Control than to use, for instance, TightVNC or VNC Viewer. It's faster to connect to end-points. 

      What is most valuable?

      It's very easy to use. Provides connections that are always on. It was nice to be able to see a list of end-points and see whether or not they were connected so I could troubleshoot any network issues I had.

      What needs improvement?

      I don't really have any suggestions for improvement. I didn't even use the full ConnectWise suite. I'm sure if I did, there would be other good stuff, too.

      For how long have I used the solution?

      One to three years.

      What do I think about the stability of the solution?

      There were no issues with stability.

      What do I think about the scalability of the solution?

      No issues with scalability.

      How is customer service and technical support?

      Tech support was very good. I got through in one or two pass-throughs, and that was it.

      How was the initial setup?

      Setup was very straightforward. All I had to do was write a GPO on my domain controller and it automatically installed the agent that I downloaded from the software. I literally had to do nothing.

      What's my experience with pricing, setup cost, and licensing?

      I think the product's pricing is a good value. I paid $600 a year and that was fine for me. It was about $50 a month. Licensing is all very straightforward.

      Which other solutions did I evaluate?

      I had other options, but I had a colleague who used this one so I tried it out and it seemed good, so I bought it.

      Honestly, the only reason that I'm not continuing with this solution is that I'm going to be using a software called ManageEngine which has its functionality built into it. So I don't want to have two things that I'm paying for.

      What other advice do I have?

      Try it first before you buy it. It's really all just based on your personal preference. I think that the interface looks good, but someone else might not like the interface. It really just depends on how you like to set up your workflows and whether or not you like the way that they've set it up.

      Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
      it_user877137
      System Administrator/Engineer
      Real User
      Unattended access is a key feature for our use case
      Pros and Cons
      • "Unattended access is the most important feature."

        What is our primary use case?

        We use it to give support to our customers. We have three technicians using it and 300 or 400 clients as well. We do have some ConnectWise extensions in use, and we use both unattended access and remote support functionalities.

        How has it helped my organization?

        We were using LogMeIn but the price was so high, so we were looking for something to change to, to use something else like it. We found ConnectWise and we're very happy that we found it.

        What is most valuable?

        Unattended access is the most important.

        The ease of use is perfect, very easy and useful. It provides us with an option for connecting to our clients quickly and to provide a fast response to a problem. Also valuable are the options that enable us to connect to our clients without installing extensions.

        For how long have I used the solution?

        Less than one year.

        What do I think about the stability of the solution?

        One or two versions before, we saw a problem with live view. The name was dropping from the connected client, or it would change. Now it is okay.

        What do I think about the scalability of the solution?

        We haven't had any problems with scalability.

        How are customer service and technical support?

        They support us perfectly.

        Which solution did I use previously and why did I switch?

        LogMeIn. We switched because of the price.

        How was the initial setup?

        The initial setup was simple.

        What's my experience with pricing, setup cost, and licensing?

        The product's price is a good value. At first, we switched because of the better price but now we are are using this product happily.

        What other advice do I have?

        It's a good product.

        Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
        IT Manager
        Real User
        We are able to embed it in our web page with browser-dependent instructions
        Pros and Cons
        • "We like the fact that on our website we can have the ConnectWise bit embedded, and it has instructions for the end-user about what they need to do. Previously, on LogMeIn, we used to have to almost talk them through everything... ConnectWise has step-by-step instructions, depending on the browser."
        • "Reporting could definitely use improvement. With LogMeIn Rescue, I used to be able to, for instance, at the end of the month, pull off a report of every session. It was very simple... I could see the name that was typed in, the IP address to the computer that it was connected to, if it was running Windows... It just doesn't seem - there might be but I haven't found it - to be a way of pulling that information out of ConnectWise."

        What is our primary use case?

        We use it for remote support for ad-hoc clients. We have contract clients as well but we use SolarWinds for those, as an RMM dashboard. We have ConnectWise as a type of backup option and for clients on whose systems we don't have our monitoring agent installed. We only have one license which we share, as a backup, there are just three of us. It's not the primary software that we use.

        We do use two ConnectWise extensions, one called Remove Thumbnail Preview and another one called Report Manager.

        How has it helped my organization?

        We switched over from LogMeIn Rescue, which was okay but became very expensive. ConnectWise is our backup method. We don't use it as much as we do our RMM software and remote support, but it has definitely really helped in terms of speed and ease.

        We like the fact that on our website we can have the ConnectWise bit embedded, and it has instructions for the end-user about what they need to do. Previously, on LogMeIn, we used to have to almost talk them through everything: "Click here, and if you're using Chrome look here, if you're using Firefox look there." But ConnectWise has step-by-step instructions, depending on the browser.

        What is most valuable?

        The ease of use is really good. In addition, obviously, uptime - making sure it's online and working for when we need it. The interface is very good and, overall, it is a really pleasant experience.

        What needs improvement?

        Reporting could definitely use improvement. With LogMeIn Rescue, I used to be able to, for instance, at the end of the month, pull off a report of every session. It was very simple, very easy, I could see the name that was typed in, the IP address of the computer that it was connected to, if it was running Windows, how long the session was, when it started, when it finished, how long the person was active for, etc. I could also go back over any period of time, so I could say, "Okay, in February last year, how many support sessions did we do?" And I could break it down for a client.

        It just doesn't seem - there might be but I haven't found it - to be a way of pulling that information out of this product. ConnectWise doesn't seem to be anywhere near any of that functionality, that I'm aware of.

        For how long have I used the solution?

        One to three years.

        What do I think about the stability of the solution?

        No stability issues at all.

        What do I think about the scalability of the solution?

        No scalability issues at all. We're only a small team. 

        Which solution did I use previously and why did I switch?

        We used LogMeIn Rescue but it got expensive. As I say, it was our backup software, and we only used it for ad-hoc clients who would call out of the blue. And we were paying almost 100 pounds a month for one license. Some months we'd only get a few calls and we would already have to try and make up a 100 pounds worth of fees. Whereas with ConnectWise, we're paying about 30 or 40, so it's a big saving.

        How was the initial setup?

        I found the initial setup fairly straightforward.

        What's my experience with pricing, setup cost, and licensing?

        I feel the product's pricing is a good value for ScreenConnect.

        Which other solutions did I evaluate?

        We looked at the standalone version of SolarWinds, MSP Anyware, and we looked at another but I don't remember which one. I did evaluate a few. We trialed MSP Anyware but we preferred ConnectWise.

        What other advice do I have?

        Go with the cloud version, rather than the on-premise. You don't have to have your own equipment. It is nice that it is looked after, it's in the cloud. We've had no problems with it.

        I would rate ConnectWise at eight out of 10, just because it is lacking in the reporting functionality, being able to find out, for instance, what remote connections were made two weeks ago or last month, for auditing purposes. I don't seem to be able to do that at the moment. I haven't investigated it too much but I just don't seem to be able to have the same reporting functionalities we had in LogMeIn Rescue.

        Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
        Manager of Implementation and Support
        Real User
        Gives our engineers quick access to our clients' respective infrastructures
        Pros and Cons
          • "There needs to be a way to run the agent without installing, like GoToAssist."

          What is our primary use case?

          Remote access. We use the Guest Session Starter extension. We have between eight and 10 people using it in our company and we use both the unattended access and remote support functionality.

          How has it helped my organization?

          Engineers have quick, usable access to clients' infrastructure, which was not so easy with GoToMeeting.

          What is most valuable?

          • Remote access.
          • It's very easy to use.

          What needs improvement?

          There needs to be a way to run the agent without installing, like GoToAssist.

          For how long have I used the solution?

          Less than one year.

          What do I think about the stability of the solution?

          No issues with stability.

          What do I think about the scalability of the solution?

          No issues with scalability.

          How are customer service and technical support?

          Tech support has been perfect. No issues so far.

          Which solution did I use previously and why did I switch?

          Our company used to use GoToMeeting/GoToAssist. I have also had experience with  LabTech Screenconnect. We still use GoToAssist due to Windows permissions

          How was the initial setup?

          The initial setup was straightforward. We use cloud so there were no issues.

          What's my experience with pricing, setup cost, and licensing?

          Negotiate. Ask for a trial period.

          Which other solutions did I evaluate?

          I did not evaluate other options, I already knew what I wanted.

          What other advice do I have?

          Make sure you go through your requirements first.

          Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
          User at a tech company
          Real User
          I can flip quickly among many monitors, detune video for fewer colors to make it faster
          Pros and Cons
          • "Valuable features include the responsiveness, ability to tune up and tune down the connection, and video."
          • "Being able to flip quickly between however many monitors that I have running, detune the video for black and white, or with fewer colors to make it faster, is amazing."
          • "The flexibility to manage bandwidth and organize connections, and the price, make ConnectWise a really good choice."

            What is our primary use case?

            We use it to support our company's customers. There are about 10 of us using it. We don't have any extensions enabled. We use both unattended access and remote support functionality.

            How has it helped my organization?

            Our company provides an application that does meeting-room collaboration, meeting organization in corporate meeting rooms. We provide configuration services, globally, to large corporations. The ability to easily remote into their environments makes money for us.

            What is most valuable?

            Valuable features include the 

            • responsiveness 
            • ability to tune up and tune down the connection
            • video. 

            We use it globally, so I can be on with Philippines, Singapore, Eastern Europe, wherever. Being able to flip quickly between however many monitors that I have running, detune the video for black and white, or with fewer colors to make it faster, is amazing. You don't end up with that half-second lag as you do if you're using TeamViewer or something like that and you have a slow connection. With ConnectWise, you can tune that problem out. It is extremely useful with our customer base.

            For how long have I used the solution?

            One to three years.

            What do I think about the stability of the solution?

            I have never had a stability problem. There was a period of a day or so once, a few months ago, when they had just become ConnectWise, that the responsiveness of their web-based servers was slow. Then they fixed that, so I'm guessing that was just the joys of rebranding.

            What do I think about the scalability of the solution?

            I have not noticed any scalability issues.

            How are customer service and technical support?

            We haven't needed their tech support. It's easy to understand, it works, it does what we need. The only reason I'd have to phone tech support is to tell them they have a good product.

            Which solution did I use previously and why did I switch?

            We use them all when we have to, any of the conferencing softwares: Where the customers have their firewalls blocking out TeamViewer, or because of corporate policy, it's the only thing that they allow. The flexibility to manage bandwidth and organize connections, and the price, make ConnectWise a really good choice.

            What's my experience with pricing, setup cost, and licensing?

            Their licensing model is good, their pricing model is good, their service is good, bandwidth is excellent. They're consistent.

            Which other solutions did I evaluate?

            We're in video conferencing, we're in collaboration, so we have used most of the products out there, and continue to, based on customer requirements. ConnectWise is a better match for our use case.

            What other advice do I have?

            We like it. We recommend it to other companies. It's easy to use, and it's easy to understand, and it works very well.

            I would just say use it.

            Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
            it_user701469
            IT & Operations at a consumer goods company with 51-200 employees
            Vendor
            I use it to support employees when I am not in the office or when they are at a remote location.

            What is most valuable?

            Remote connect via webpage. I use it to support employees when I am not in the office or when they are at a remote location.

            How has it helped my organization?

            I am able to support our remote users. This has been a great help.

            What needs improvement?

            Mobile interface.

            For how long have I used the solution?

            I've used this solution for four months.

            What do I think about the stability of the solution?

            No.

            What do I think about the scalability of the solution?

            No.

            How are customer service and technical support?

            N/A.

            Which solution did I use previously and why did I switch?

            Yes, I used TeamViewer and I found theirs to be a little less friendly and more expensive.

            What's my experience with pricing, setup cost, and licensing?

            Good price…

            What is most valuable?

            Remote connect via webpage. I use it to support employees when I am not in the office or when they are at a remote location.

            How has it helped my organization?

            I am able to support our remote users. This has been a great help.

            What needs improvement?

            Mobile interface.

            For how long have I used the solution?

            I've used this solution for four months.

            What do I think about the stability of the solution?

            No.

            What do I think about the scalability of the solution?

            No.

            How are customer service and technical support?

            N/A.

            Which solution did I use previously and why did I switch?

            Yes, I used TeamViewer and I found theirs to be a little less friendly and more expensive.

            What's my experience with pricing, setup cost, and licensing?

            Good price and works well.

            Which other solutions did I evaluate?

            Yes, TeamViewer, and a couple of others; Splashtop, LogMeIn, etc.

            Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
            Vendor
            I just clicked on what I wanted and all options were easy to setup

            What is most valuable?

            Remote access on all devices.

            How has it helped my organization?

            Better than TeamViewer and useful for fixing problems remotely.

            What needs improvement?

            They could provide a toolbox for the plan I'm on.

            For how long have I used the solution?

            I've used it for a few months.

            What do I think about the stability of the solution?

            No.

            What do I think about the scalability of the solution?

            No.

            How are customer service and technical support?

            Haven't needed it.

            Which solution did I use previously and why did I switch?

            TeamViewer, which was too expensive for the features.

            How was the initial setup?

            Yes, straightforward, because I just clicked on what I wanted and all options were easy to setup.

            What's my experience with pricing, setup

            What is most valuable?

            Remote access on all devices.

            How has it helped my organization?

            Better than TeamViewer and useful for fixing problems remotely.

            What needs improvement?

            They could provide a toolbox for the plan I'm on.

            For how long have I used the solution?

            I've used it for a few months.

            What do I think about the stability of the solution?

            No.

            What do I think about the scalability of the solution?

            No.

            How are customer service and technical support?

            Haven't needed it.

            Which solution did I use previously and why did I switch?

            TeamViewer, which was too expensive for the features.

            How was the initial setup?

            Yes, straightforward, because I just clicked on what I wanted and all options were easy to setup.

            What's my experience with pricing, setup cost, and licensing?

            I haven't advised others yet, but have found it great for my uses.

            Which other solutions did I evaluate?

            TeamViewer, LogMeIn.

            What other advice do I have?

            Go get it. It's great!

            Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
            it_user551919
            Senior System Administrator at a tech company with 51-200 employees
            Vendor
            It runs as a service and automatically reconnects if the client is rebooted. The previous version used to get blocked by anti-virus apps.

            What is most valuable?

            • Ease of deployment
            • It runs as a service
            • If I log out of a user profile, ScreenConnect continues to run. Some remote access programs will close or disconnect when the user logs out or reboots. ScreenConnect will maintain the connection if the user logs out, which comes in handy for user switching.
            • Automatically reconnects if the client is rebooted
            • Has the Meeting option: This allows tech support to share their desktop with a client. This is invaluable when I am working with another support resource who needs to see my screen.
            • Ability to control user input

            How has it helped my organization?

            ScreenConnect is our backup solution for remote access. For clients who do not have our MSP agent installed on their workstations, ScreenConnect allows easy connectivity.

            What needs improvement?

            We have recently updated our ScreenConnect server to the latest version. This significantly reduced client frustration.

            The previous version of ScreenConnect was so old that it was blocked by Windows Defender, SmartScreen, and most anti-virus applications.

            The newer version does not have this issue. The onscreen prompts that the user sees when installing the client are much easier to understand.

            There are basically only two clicks required to initiate a remote session:

            1. Elect the session you wish to join
            2. Launch the executable that is downloaded

            For how long have I used the solution?

            I have used ScreenConnect for six months.

            What do I think about the stability of the solution?

            We have not had any stability issues.

            What do I think about the scalability of the solution?

            We have not had any scalability issues.

            How are customer service and technical support?

            I have not had the need to contact support.

            Which solution did I use previously and why did I switch?

            We have a bundled MSP product using Desktop Central as our primary agent since we require reporting.

            How was the initial setup?

            I was not involved in the setup.

            What other advice do I have?

            The products works well for what they are designed to do. However, if you are an MSP, you may need other software for reporting.

            Disclosure: I am a real user, and this review is based on my own experience and opinions.
            it_user488757
            CTO at Techexeconline.com
            Vendor
            Makes unattended remote access faster and simpler than the other products I tried.

            What is most valuable?

            The ability to directly control a computer without having to worry about remote login on the destination computer.

            What needs improvement?

            The file transfer function could be a little more robust for multi-file transfers.

            For how long have I used the solution?

            I have been using ScreenConnect for about three months now.

            What do I think about the stability of the solution?

            I've had no issues whatsoever, the application is very easy to deploy and very responsive.

            What do I think about the scalability of the solution?

            The services scales very easily and adding additional seats is, thankfully, very simple.

            How is customer service and technical support?

            I would give them 10/10 as they have been quick to respond to any inquiries I have had.

            How was

            What is most valuable?

            The ability to directly control a computer without having to worry about remote login on the destination computer.

            What needs improvement?

            The file transfer function could be a little more robust for multi-file transfers.

            For how long have I used the solution?

            I have been using ScreenConnect for about three months now.

            What do I think about the stability of the solution?

            I've had no issues whatsoever, the application is very easy to deploy and very responsive.

            What do I think about the scalability of the solution?

            The services scales very easily and adding additional seats is, thankfully, very simple.

            How is customer service and technical support?

            I would give them 10/10 as they have been quick to respond to any inquiries I have had.

            How was the initial setup?

            The installs are simplistic and quick. Just download the client and install with minimal prompts.

            What's my experience with pricing, setup cost, and licensing?

            The fee for the number of seats is very fair and actually cheaper than some of their competitors.

            Which other solutions did I evaluate?

            I tried GoToMyPC and TeamViewer.

            What other advice do I have?

            It's worth using over the others because it makes unattended remote access faster and simpler than the other products I tried.

            Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
            it_user487569
            Principal at a healthcare company with 501-1,000 employees
            Vendor
            It connects reliably and quickly.

            What is most valuable?

            I've had zero connectivity issues - it always connects reliably and quickly.

            What needs improvement?

            The only slowdown I've seen is when quality settings are set to high - and this is primarily on Windows 10 machines that show a picture on the lock-screen prior to the password entry screen. It takes a while to load the screen image in high quality, and this slows down the process of logging in (basically until it loads I can't proceed to the password screen and type it in). I usually switch it over to medium quality and that takes care of it. It would be handy if I could set a default quality, or if there is a way to black out that screen like the desktop background does.

            For how long have I used the solution?

            I've been using ScreenConnect remote access for a few months now.

            What do I think about the stability of the solution?

            The CPU use on both systems has been the lowest I've seen - on par with Windows Remote Desktop and TeamViewer.

            How are customer service and technical support?

            Support has also been great - great demo and help with getting things set up for the first time. Haven't needed any help since then but I feel like I can get help quickly and easily if I ever need it again.

            Which solution did I use previously and why did I switch?

            I previously used TeamViewer and Chrome Remote Desktop. ScreenConnect beats out both as it's easier to use than Windows Remote Desktop (outside of a local network) and it's less expensive than TeamViewer. I don't think I would have stopped using TeamView if it was the same price as ScreenConnect.

            Which other solutions did I evaluate?

            The other solutions that I've tried are Chrome Remote Desktop, Windows Remote Desktop, TeamViewer, and SplashTop. I've also had my electronic health record vendor remote into my systems using LogMeIn Rescue. Chrome Remote Desktop, SplashTop, and LogMein all use and excessive amount of CPU in my opinion (usually around 30% or so on a core i5 processor - which means one core is maxed out plus some). TeamViewer, Window RD, and ScreenConnect on the other hand usually use less than 5% and seem to have even better performance.

            Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
            it_user577335
            Senior Technical Support Specialist at a tech services company with 1,001-5,000 employees
            Consultant
            Has the ability to transfer support to another admin/technician on the fly. If the connection is not strong, it can lag behind.

            What is most valuable?

            Some valuable features of this product are file transfer, the ability to blank out the users' screens, and the ability to transfer support easily to another admin/technician on the fly, while also being able keep control and/or view of what is happening.

            The best feature so far is the ability for it to reconnect even after a computer restarts or the way it changes networks, although there is usually a 30-second to one-minute time lapse between this.

            How has it helped my organization?

            It made work and support much easier than our previous Microsoft Lync/WebEx solutions. It allowed us to still manage UAC while working in the user's computer. It has also improved the server's ability to add and run tools and scripts from the web console and adding notes to the session (sessions can be kept up for as long as you want).

            What needs improvement?

            The tool seems fairly reliant of bandwidth. If the connection is not strong, it can lag behind quite a bit. It can also be time consuming to walk everyone through the plugin that installs for it.

            However, the main issue I have seen with it is that, if they are having issues with their web browsers or network, there is really no way to connect with it.

            For how long have I used the solution?

            I have used this solution for around six months to a year.

            What do I think about the stability of the solution?

            So far, the only stability issues that were found have been due to the bandwith issues on the other end. There have been a few instances where the screen will not display unless we blank out the user's screen but that may have just been due to a bad connection.

            What do I think about the scalability of the solution?

            There were no scaling issues. However, when using the tool and connecting to multiple monitor setups, you usually need to adjust the connect screen to compensate, as it keeps their native resolution.

            How are customer service and technical support?

            I would give the technical support a 8/10. It has some great functions but coming from my past experience of using DameWare and LogMeIn Rescue, it falls slightly short. However, considering the vast difference in the tools and how they are setup, this is a great, quick and easy remote tool that does not need infrastructure support.

            Which solution did I use previously and why did I switch?

            My current company has only used our already in-house share desktop clients, Microsoft Lync and WebEx, or just walked through issues over the phone.

            How was the initial setup?

            It was very easy to set up and also we were able to figure it out without even having any prior training or instructions. This tool is, literally, open and start working, with almost no learning curve.

            Which other solutions did I evaluate?

            Previously, in my current company, we were using Microsoft Lync and WebEx for our remote sessions. This was thrown in the mix and turned out to be very useful for us. Our company does support multiple remote users; however, it is not a primary focus and for the most part, remote desktop administration is not needed.

            What other advice do I have?

            If you are looking for a quick and easy web-based connection session without the need to be on intranet, then this is the solution for you.

            Disclosure: I am a real user, and this review is based on my own experience and opinions.
            it_user493377
            President at IBF Consulting
            Consultant
            Responsive and easy to install. I would like a full-blown fat client/desktop application.

            What is most valuable?

            The following features of this product are the most valuable to me:

            • Persistent access
            • Remote access
            • Ease of end-user installation session

            How has it helped my organization?

            We use it for help desk and server monitoring.

            What needs improvement?

            I would like to see a full-blown fat client/desktop application. LogMeIn has a desktop client which makes it much more convenient to access my computer list and create ad-hoc sessions rather than navigate to a web page and login.

            I would like to see more user-friendly configuration. Setting up permissions are possible but not easy to do. Setting up permissions and groups in the portal is NOT simple or intuitive by any stretch. It’s actually convoluted and took me a while to figure out how to accomplish it. It’s done with Roles and you need to assign users to roles, (not roles to users) and then associate the groups with roles. Here is a quick screenshot to illustrate:


            For how long have I used the solution?

            I have used this solution for three months.

            What do I think about the stability of the solution?

            I did not encounter any issues with stability.

            What do I think about the scalability of the solution?

            I did not encounter any issues with scalability. The product supports about 30 networks covering about 250 users.

            How are customer service and technical support?

            I rate technical support as moderate: no phone support, only chat and email. I would also like to state they now offer phone support. They don’t advertise it but it’s possible to get a human on the phone and get help with this stuff. I did. I also had an issue one day and opened a ticket but it took all day for someone to call me back.

            Which solution did I use previously and why did I switch?

            I used them all. LogMeIn Central had good persistent access but ad-hoc wasn’t good.

            How was the initial setup?

            Initial setup was simple and straightforward. Just had a tough time with permissions and alerts.

            What's my experience with pricing, setup cost, and licensing?

            This is a premium price but is worth it given the responsiveness of the app.

            Which other solutions did I evaluate?

            MSP Anywhere. This one is more responsive and easier for end users to install.

            What other advice do I have?

            The product works very well and is easy for end users to install. I really like it.

            Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
            it_user487545
            Director of Information Technology at a hospitality company with 51-200 employees
            Vendor
            It has become our default solution, especially for laptop clients.

            What is most valuable?

            Remote access to client computers from browser.

            How has it helped my organization?

            We are able to remotely manage all client computers from anywhere our support team has access to a device with Internet connectivity.

            What needs improvement?

            The ability to autolock Windows desktop on remote computers after a remote session disconnects would be ideal.

            For how long have I used the solution?

            3 months

            What do I think about the stability of the solution?

            We've had no issues with the stability.

            What do I think about the scalability of the solution?

            It's been able to scale it for our needs.

            How are customer service and technical support?

            Have not needed any support to date so cannot comment.

            Which solution did I use previously and why did I switch?

            We continue to use other remote support solutions but ScreenConnect has become our default solution, especially for laptop clients.

            How was the initial setup?

            It's straightforward and easy to setup. We simply created and installed the Screenconnect remote access client on each client computer to be managed.

            What's my experience with pricing, setup cost, and licensing?

            Pricing and options were straightforward and cost effective for our needs.

            Which other solutions did I evaluate?

            We researched prior to evaluating any remote access solutions and decided that Screenconnect was out first choice. We initiated a trial and have not looked back at any other solutions.

            What other advice do I have?

            The simplest advice is give it a trial. It’s easy and it works.

            Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
            it_user490680
            IT Admin at a tech company with 501-1,000 employees
            Vendor
            The most valuable features are what it's made for, to control other computers. There are some bugs.

            Valuable Features

            The most valuable features are what it's made for, to control other computers.

            Improvements to My Organization

            My business is connected to supporting computers. Of course, it helps me a lot.

            Room for Improvement

            At the moment, I cannot use my own domain to install it and use it with my clients. I am forced to use their domain. This is a setback for me, because the previous form of licensing I used, and they told me they no longer support it, I could actually install it on my own computer and use my own domain to access it, but now I cannot. This is one thing they could easily improve.

            Another thing is that you can use a web version or you can generate a file to start to work with it. I have some technical issues with the file it generates, because sometimes it cannot install very well. It has some technical issues. It has some bugs to fix.

            Use of Solution

            I first bought ScreenConnect about four or five years ago. I used a different version then, or maybe a different form of licensing. I don't know. I'm pretty satisfied so far, but of course, I have some issues with it.

            Stability Issues

            As I've written, it has some stability issues. The file it generates doesn't always work. Sometimes it works just fine, but sometimes - I'm guessing because of the different operating systems, and different software configurations - it has some bugs, stability issues you might say.

            Customer Service and Technical Support

            I had to use their technical support once. They were very straightforward. They called me, and they helped me pretty fast to resolve my issue. I will give them a good mark on this one.

            Initial Setup

            Initial setup is quite complex. It has long pages of settings, many pages of settings to change. Some settings that I require to change I cannot find there. It's complex to set up. I set it up pretty much the way I like it, but they could improve the menus, the setup.

            ScreenConnect cannot be used in some circumstances. It's multi-user related. It's not very easy to use with people that don't speak English. The way you access it requires you have some basic knowledge of computers and English and so on. Some people do not have that. It's very difficult for them to start it. Other than that, I think it's okay.

            Other Solutions Considered

            I was using other products before this one, and I still use them: Ammyy Admin, TeamViewer, VNC, anything I can get my hands on. I'm using lots of related products.

            Other Advice

            I would tell someone interested in ScreenConnect the pluses and the minuses. If their needs are covered, I would recommend it. Different companies require different approaches to their clients. ScreenConnect answers most of them, but not all of them.

            Disclosure: I am a real user, and this review is based on my own experience and opinions.
            it_user488754
            Sage X3 Consultant at a tech services company with 51-200 employees
            Consultant
            The ease of setting up a connection with a client is the most valuable feature.

            What is most valuable?

            The ease of setting up a connection with a client.

            How has it helped my organization?

            We deal in an environment where each client has their own unique requirement in terms of remote connections. ScreenConnect now allows us to meet at least 90% of that.

            What needs improvement?

            The ease of use in setting up a remote unattended client.

            For how long have I used the solution?

            I have now been using this for four months.

            What do I think about the stability of the solution?

            We haven't experienced any issues. Even when the client had speed limitations on broadband, ScreenConnect just dealt with it.

            What do I think about the scalability of the solution?

            No issues have been encountered to date.

            How are customer service and technical support?

            I can’t say as I haven’t needed them yet. The service just works.

            Which solution did I use previously and why did I switch?

            I have been using a number of different solutions, swapping between GoToMeeting, TeamViewer and Remote Assist. The main reason that I switched was cost, and then I discovered how easy it is to use ScreenConnect.

            How was the initial setup?

            The initial setup was a breeze; easy and quick. The most complex thing that I have encountered was to find the right image sizes for our company logos. The whole system is now personalized for us, and our clients see our branding. This was very easy to setup and configure.

            What's my experience with pricing, setup cost, and licensing?

            In terms of pricing, this has been the most affordable, reliable and convenient remote assistance software/service that I have come across. There is a number of cheaper guys out there, but with the backing of ConnectWise, you know that you are in good hands.

            Which other solutions did I evaluate?

            We also looked at GotoMeeting and TeamViewer.

            What other advice do I have?

            Enjoy the product.

            Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
            it_user487575
            Franchise Operations Specialist at a recreational facilities/services company with 501-1,000 employees
            Vendor
            With ScreenConnect it's easy to jump in and troubleshoot or do setup on the end users computer.

            What is most valuable?

            Being able to quickly remotely access other computers from anywhere. Supporting our other users is simple and quick to do.

            How has it helped my organization?

            Our company uses specific software, and we have a lot of users who are new to using it. ScreenConnect makes it easy to jump in and troubleshoot or do setup on the end users computer.

            What needs improvement?

            The only issues I’ve dealt with are display issues when the end user has a dual monitor setup. I haven't had to address it at all. It was easier to ask the end user to disconnect the second monitor than to call up customer support. I’m sure they’d have a fix I just never got that far.

            For how long have I used the solution?

            We've used it for about three months.

            What do I think about the stability of the solution?

            We've had no issues with the stability.

            What do I think about the scalability of the solution?

            It's scaled for our needs.

            How are customer service and technical support?

            Their support is very good. The few times I have had to call up I’ve been able to talk with a real person right away and have any issues resolved. In the beginning stages I wasn’t sure which license to choose and one of the sales reps was able to explain each option to me and which would fit best for my situation.

            Which solution did I use previously and why did I switch?

            We had a previous solution, and found that ScreenConnect was the easiest way to help an end user get to where they needed to be so we could remotely log in.

            How was the initial setup?

            It's very simple.

            What's my experience with pricing, setup cost, and licensing?

            Unless you are a one person operation and doing one thing at a time, start with the standard license.

            Which other solutions did I evaluate?

            We looked at LogMeIn, GoToMeeting, and a few others that I can't remember.

            What other advice do I have?

            Just try it out. It’s always easier to get a feel for software when you’re actually using it.

            Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
            it_user305649
            Network Admin at a hospitality company with 10,001+ employees
            Vendor
            Enables us to provide access to our consultant without granting him access to the entire network.

            What is most valuable?

            The ability to access our servers behind the firewall with granular security. A new project required a third party consultant to access a pair of our systems and the consultant didn’t have a remote control solution (most have their own). We took a crack at ScreenConnect and we really liked what we saw and how it worked properly. While we still use MS Remote Desktop for the majority of our in-house remote control, the hosted solution fit the bill in this instance. We’re keeping it for future third party access in the future.

            How has it helped my organization?

            We were able to provide access to our consultant without granting him access to the entire network with a VPN connection, and we could limit their access to just the systems needed.

            What needs improvement?

            While I found the documentation to be adequate, others in our IT department did not. My immediate supervisor said it was lacking in documentation and had “too many words” to describe how to use the product when crafting instructions to send to our third party consultant who was going to connect to our system behind our firewall.

            For how long have I used the solution?

            We've used it for two to three months. We trialled this product about a year ago before they offered the cloud hosted solution, and it was OK, but a little cumbersome to setup your own host. It was only for in-house IT use, so VPN and Remote Desktop filled our needs just fine.

            What do I think about the stability of the solution?

            Being public internet based, the usual connectivity issues are present, but it seemed to be fine.

            What do I think about the scalability of the solution?

            We only use it on a handful of systems, so I couldn’t answer this. I would assume it should scale fine.

            How are customer service and technical support?

            Technical Support wasn’t and hasn’t been needed.

            Which solution did I use previously and why did I switch?

            We still utilize MS Remote Desktop for normal in-house remote support, but for outside access it fits the bill for us.

            How was the initial setup?

            I found it very straight forward and easy to setup. Getting that initial access working properly for the consultant was a bit of a challenge, but it was a matter of following all the directions fully that ultimately allowed his to access the system properly.

            What's my experience with pricing, setup cost, and licensing?

            Reasonable. It wasn’t too high that I wanted to look for alternatives, and not too cheap to make we wonder about it’s stability.

            Which other solutions did I evaluate?

            Last year I looked at several offerings for other providers. Bomgar, LogMeIn, Google Chrome Remote Desktop, UltraVNC, etc. Bomgar and LogMeIn were too expensive. Google Chrome RD seemed too cumbersome to get setup so a third party could access systems. UltraVNC was considered but I had security concerns.

            What other advice do I have?

            SaaS Cloud Hosted was dead simple. Make sure the access rules on your firewall(s) have the right allowances in place. It does require internet access for both the host and remote machines, which can be a challenge for some setups.

            Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
            ITCS user
            Business Process Manager at a construction company with 501-1,000 employees
            Vendor
            Great performance when connecting remotely.

            Valuable Features:

            • Extremely user friendly
            • Great performance when connecting remotely
            • Many tools available to remotely reboot, send files, etc.
            • Well priced

            Improvements to My Organization:

            • Allowed easy connectivity to client computers
            • You always have the most up-to-date version unlike Teamviewer
            • Great support

            Room for Improvement:

            Only thing I wish is that they would allow you to pick your own username. 

            The username is automatically generated by ScreenConnect and you can't choose it. For instance, if I want my username to be rfrancese it can't be. My username is some mix of letters and numbers and when logging on to another computer it's very difficult to remember.

            Disclosure: I am a real user, and this review is based on my own experience and opinions.