Great product but could use improvement in some areas to make it amazing.
Updated September 06, 2019

Great product but could use improvement in some areas to make it amazing.

Ryan Timmons | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with ConnectWise Control (formerly ScreenConnect)

We use Screen Connect to remotely access every computer across all our business entities and customer networks. It allows us to easily remotely troubleshoot and resolve issues on pretty much every end-user device anywhere in the world.
  • The connections are reliable and smooth.
  • Transferring and receiving files from remote computers is straightforward and typically works perfectly.
  • Running commands from the dashboard without needing to connect to an end-user machine means we can easily run one-off commands without impacting workflows!
  • The access side of Screen Connect doesn't organize computers very well, you can give them essentially a tag or create groups based on SQL-like expressions, but it's a bit awkward, I'm not sure what the best way to improve that would be. Perhaps adding another tab that automatically sorts them by domain or IP range?
  • The remote computer HAS to have a monitor attached or the connection will display a black screen, generally, this isn't an issue but it means that you cannot remotely administer headless servers very well.
  • By default when you connect to a remote machine it throws all of your printers on that machine, some programs (particularly older ones) don't like that. If we could choose just one printer to send to (or none) when we want (like a button in the toolbar to send printers) that would solve that issue. Currently, the only way to fix this is to disable sending printers entirely
  • The licenses are locked using some form of a per-machine link, so if you have one license as we do and accidentally leave a connection on when you head out of the office you can not use Connectwise until you manage to close that connection. I've limited connections to two hours to automatically end them but this is still a real problem. There should be some way to end a connection from the dashboard to free up licenses.
  • The toolbox is a bit awkward and doesn't seem to work well, but that might be me not doing something right
  • Allowing us to remotely support end-users without physically being on location saves time and money.
  • Being able to quickly diagnose and resolve problems makes customers happy.
  • Being able to solve issues occasionally without impacting user work-flows via remote commands or backstage tinkering is a very nice feature that also keeps customers happy.
Screen connect is a very good tool for remote support and works extremely well most of the time. I use it for consistent access to in-house and client computers and as immediate support for call-ins that we don't necessarily have set up with 24/7 connections. It lacks in a few quality of life areas such as the connection groupings and is missing a few key elements that would help with specific scenarios, such as being able to end active connections from the dashboard or being able to remotely control headless machines.

ConnectWise ScreenConnect Feature Ratings

Screen sharing
Not Rated
File transfer
Instant message
Secure remote access with Smart Card authentication
Not Rated
Over-the-Internet remote session
Initiate remote control from mobile
Remote management of servers & workstations
Remote Active Directory® management
Centralized management dashboard
Session record
Multi-platform remote control