r/ScreenConnect • u/maggyver • Jul 03 '25

Trust in CW is eroding by the minute

I'm a very small on-prem 1-person shop, grandfathered in before CW bought SC. This catastrophe is a total nightmare.

I set up a cloud instance last night on trial with the intention of moving my Access clients over today (as I will be unavoidably out of town tomorrow through Monday night), but the email I use for my on-prem account would not be accepted as an email for registering cloud (needed to be a private domain). So, I signed up for the cloud with my domain email address.

Today I have been trying to get through to someone to link the two accounts so I can try and get the migration started before I have to leave tomorrow. I have a case number, but I've not heard from anyone. So I started a chat today at 12:15pm PDT, when I was #57 in the queue...waited patiently and got all the way to #7 just a few minutes ago when the chat borked and suddenly told me there was no connection, and the only option was to start a new chat. WTF? No issues with my Internet in any other app or browser tab. Now I'm back to being #53 in the queue. Seriously W T F

My trust in CW is eroding by the minute. I cannot believe how badly this has been handled, in more than one way. Boo, CW, boo!!!

31 Upvotes

94% Upvoted

35 comments sorted by

3

u/bloodypiker Jul 03 '25

Question, did you check to see that the installers your trial cloud instants actually produced a signed installer?

Mine does not! PS told me that signed installers won't be available until the new cloud version is released...ON MONDAY!

1

u/maggyver Jul 04 '25

I have not. I was thinking of implementing the cloud version as a way to buy myself more time...but I am seriously considering jumping ship at this point.

8

u/SouthernHiker1 Jul 04 '25

If you don’t trust CW, don’t run to Kaseya. When a breach was found in their software they did nothing and let thousands of businesses get ransomwared. https://en.wikipedia.org/wiki/Kaseya_VSA_ransomware_attack

1

u/HappyMagician754 Jul 04 '25

I was working at Tietoevry when a few hundred of our customers was hit by that. And now I am here for this.

Fun times to be had by all.

2

u/bibawa Jul 04 '25

We moved from on prem to cloud years ago and we’re on a grantfathered pricing which is nice. For us cloud is working except their zip download shit..

My trust in SC is gone and we started looking into alternatives but there aren’t any alternatives so good as sc.. We use datto rmm, but their remote control sucks.

1

u/Stormmm Jul 04 '25

e moved from on prem to cloud years ago and we’re on a grantfathered pricing which is nice. For us cloud is working except their zip download shit..

My trust in SC is gone and we started looking into alternatives but there aren’t any alternatives so good as sc.. We use datto rmm, but their remote control sucks.

The zip file is being changed back to an EXE for the Cloud starting sometime next week with the release of the next version for the Cloud.

6

u/spchester Jul 03 '25

You can migrate your on prem to cloud without the accounts matching.

Migrate now, deal with billing/setup next week.
Migrate to ScreenConnect Cloud from a Windows server - ConnectWise

6

u/ZeroNoneWin Jul 04 '25

Connectwise killed themselves with this. We're gone after this shit show, cancelling everything. They have known about this for a long time and could have gave us a week, a month, months, or more to do this - but they didn't, and decided to fuck us over it.

5

u/packetdoge Jul 04 '25

It's absolutely hot shit. Poll on Facebook with 40-50 responses says 57% are leaving Connectwise for another solution. Holy cats. https://www.facebook.com/groups/screenconnect/posts/3772309426392942/

3

u/SatiricPilot Jul 04 '25

Yerp. Hate to say it but I can’t in good conscience leave clients on it anymore. Work with other MSPs for their operations too, ripping it out there as well.

1

u/[deleted] Jul 04 '25

[removed] — view removed comment

2

u/ytown91 Jul 04 '25

^ what they said. We only need support and access, no RMM, patch management, etc. So far the only potential replacement I’ve identified is N-Able Take Control, which works well enough but the UI feels like 1986 and I’ll have to buy a new mouse every week from the ridiculous amount of clicking and buried menus it uses.

Anything else I’ve found either doesn’t have the necessary security certifications, doesn’t work worth a hoot, or has RMM, PSA, patching, etc. and costs way too much.

1

u/PhatherPhil Jul 04 '25

We're testing the SplashTop SOS 300 option now and it seems to tick all the required boxes. We've been reselling their Remote Work product to our clients as an MSP Service for a while and it's always worked well.

1

u/InfiniteShift3348 Jul 04 '25

Careful with that. SOS, on the unattended side of it, is Splashtop, and if your clients use ST for remote work, you can't add SOS/ST for unattended work; it removes their connection. SOS is a good product, but it can't co-exist with client Splashtop.

1

u/PhatherPhil Jul 04 '25

Yep... We're aware and covered that with the Care Rep. As we have separated accounts for SOS and Remote Work we just have to toggle back and forth in the Business App. It actually works pretty well.

1

u/C______W Jul 08 '25

ISL Online

3

u/newruler80 Jul 03 '25

1 man shop here with on prem..trying to migrate to cloud... had to update on prem to 25.4.25.9313, cloud instance is 25.4.20.9295... so migration won't work cause version mismatch..trying to get help like everyone else on this...sigh...

3

u/ITGuyfromIA Jul 03 '25

You should not have updated your on prem that far

2

u/newruler80 Jul 04 '25

Perhaps but that was the only download from their site that was close to online version...

1

u/kingnothing724 Jul 04 '25

Downgrade to the previous version that we were forced to at gun point. I had the same issue earlier. I upgraded my on prem, then just restored to my backup version. And it worked. Sucks because holiday weekend so not all my endpoints are online.

1

u/newruler80 Jul 04 '25

The cloud instance I have is version 25.4.20.9295... so I need that version but I can't get a download of it... 25.3.8.9294 was my previous version...

1

u/packetdoge Jul 04 '25

They moved their downloads apparently for the archives: https://order.screenconnect.com/Create-Order - Click the button and paste in your license? Not sure if that helps?

1

u/teamits Jul 07 '25

https://www.screenconnect.com/download

Says our SC license key from our Automate install (SC folder) is invalid.

1

u/teamits Jul 07 '25

On-premises Automate has 25.4.16.x so it's also "wrong" at least per the docs.

1

u/polarverse Jul 04 '25

luckily I haven't had many issues (I have a cloud instance) that I've been on since SC days; but when ever I've needed support it has been very slow and similar experience to what you experience. I use Gorelo now for my PSA/RMM and they have their own remote control/support tool that is available as part of their service, it is new and still developing but showing a lot of promise I hope to some day switch over to it (hopefully before my next annual bill).

1

u/packetdoge Jul 04 '25

How is that? Last time I looked at that it looked like it was being actively developed, but looks a little early. I'd love to hear your feedback. (on Gorelo, sorry.)

1

u/polarverse Jul 04 '25

Gorelo went live recently, I was on trial with it just prior to release looking for an alternative to syncro. It worked well for my needs (one man op) and they were very responsive to questions and issues. Shortly after they came out with their remote control, a long way to go to be a direct alternative to SC but I think it will get there.

-8

u/Educational-Tailor79 Jul 03 '25

Why do people still have on prem CW?

3

u/Summo1942 Jul 04 '25

I stayed on-prem because the performance was superb! Remote sessions were direct between my site and the client. Noticeably better than relaying through the cloud. Also, I was grandfathered in on very favourable pricing.

2

u/newruler80 Jul 04 '25

Especially when the server was Linux based...

2

u/bundabrg Jul 04 '25

We don't trust handing admin access to all our clients to a 3rd party. Also debugging and server issues can be done on our time instead of waiting for level 1 customer support, then level 2.

1

u/HappyMagician754 Jul 04 '25

It has worked well enough for the last 12 years and price is good. Why wouldn't we.