Extremely Unhappy with ConnectWise Control / ScreenConnect - Not Recommended!
Marc Bressman | TrustRadius Reviewer
December 30, 2019

Extremely Unhappy with ConnectWise Control / ScreenConnect - Not Recommended!

Score 1 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with ConnectWise Control (formerly ScreenConnect)

We currently use ConnectWise Control / ScreenConnect to provide remote support to our local and global clients.
  • Multiple uses (support, meetings, remote access)
  • Support from developers has become very problematic and poor since they were acquired by ConnectWise.
  • Numerous issues with more recent versions of products (and updating to more recent versions) - ever since the ConnectWise acquisition (with not many useful features in more recent versions).
  • Negative - have had to waste so much time dealing with flaws and issues with newer versions that I would have been better off never upgrading (which is not realistic due to security concerns in older versions) or moving to a different product altogether.
  • Negative - their recent upgrades completely broke remote access to pretty much all Mac installs - leading to having to re-engage and bother clients to regain access; completely defeating the purpose of the product and causing major problems from a client relationship perspective.
I think that all of the other products are actually better nowadays and regret having chosen to go with ScreenConnect / ConnectWise Control at this point. Maybe years ago the other products were lagging and ConnectWise Control / ScreenConnect was ahead of its time, but ever since being acquired by ConnectWise this has not been the case and now ConnectWise Control is extremely problematic (as is their support and the company in general), and I am in the process of planning to switch away from them.
Frankly I wouldn't recommend this product to anyone any longer. It was a great product years ago when it was owned and supported by ScreenConnect, but since it has been acquired by ConnectWise everything has gone downhill. Their support is not great, the product has a lot of flaws and half of them don't get addressed even after reporting them, they are continually changing for things (mostly change for change's sake and probably to justify continuing to sell the product at a much higher cost without offering anything additionally useful), they have a real problem with timely communication that can cause a lot of issues, and in general there are just better solutions out there at a fraction of the cost.

ConnectWise Control Feature Ratings

Screen sharing
4
File transfer
2
Instant message
2
Access to sleeping/powered-off computers
1
Over-the-Internet remote session
4
Initiate remote control from mobile
2
Remote management of servers & workstations
2
Remote Active Directory® management
1
Centralized management dashboard
1
Session record
Not Rated
Annotations
2
Monitoring and Alerts
Not Rated
Multi-platform remote control
1