Inexpensive Remote Access with a few Gotchas
August 15, 2017
Inexpensive Remote Access with a few Gotchas
Score 6 out of 10
Vetted Review
Verified User
Overall Satisfaction with ConnectWise Control
We use ConnectWise Control to remotely assist clients with technical support needs. It's used across the entire company. It saves us from traveling to the client to take care of what is often a quick fix which saves travel and time costs.
Pros
- ConnectWise Control is relatively easy to help clients get connected so that you can remotely assist them with their computer.
- It allows you to see the client's screen and control their computer to take care of technical support problems.
- You can leave a remote session open in order to reconnect to the client later, such as after-hours to avoid interrupting their work.
Cons
- Copy and paste between the host machine and remote machine does not work or is not available.
- The keyboard/mouse control often stops functioning during a remote control session. This happens for both the remote user and the technician. The only way to clear it up is to disconnect the session and reconnect.
- I would like to see a "full screen" option where I can make the remote screen go to the size of my screen. I often have to zoom in and out in order to read text or access buttons, icons or functions of the remote system.
- Overall cost is good
- Saves on travel time and cost of technician needing to go on site
We originally started using ConnectWise Control to save money over using LogMeIn Central which was getting expensive. Although LogMeIn Central does have an ad-hoc option for connecting to a remote user in the moment, it's much more cumbersome to use as well as to walk the remote party through the connection process. LogMeIn Rescue is more suited for tech support in this manner but it's quite expensive compared to ConnectWise.
However, we found the ConnectWise Control (formerly ScreenConnect) is not nearly as reliable as LogMeIn particularly for any kind of long-term access or a long remote session. So, we still use LogMeIn for clients that we need frequent access to (such as servers or who are on a monthly retainer) and only use ConnectWise for quick remote access needs as previously described. If ConnectWise were to fix a couple of small issues and be more reliable, we would seriously consider giving up LogMeIn.
However, we found the ConnectWise Control (formerly ScreenConnect) is not nearly as reliable as LogMeIn particularly for any kind of long-term access or a long remote session. So, we still use LogMeIn for clients that we need frequent access to (such as servers or who are on a monthly retainer) and only use ConnectWise for quick remote access needs as previously described. If ConnectWise were to fix a couple of small issues and be more reliable, we would seriously consider giving up LogMeIn.
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