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New Version Requires ZIP File

nick fletcher

3 months ago
updated 2 months ago
Pending Review

The newest version of ScreenConnect apparently now requires a user to download a ZIP file for support sessions. This is for ScreenConnect 2025.4.

This is a horrible usability decision. I understand it was made to help better secure the product for some reason, but asking a non-technical user to find the ZIP file that is downloaded, unzip it, and then find the needed files in the new folder sounds horrible. It is already difficult at times to get a user connected, this change is going to make ScreenConnect a much worse product.

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rob follett

2 months ago

Quote from Martin Plank

Any news regarding this?
We have many many troubles with our customers ... :-(

Same here; absolute nightmare getting clients connected. Currently not fit for purpose!

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Martin Plank

2 months ago

Any news regarding this?
We have many many troubles with our customers ... :-(

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eugen fournes

2 months ago

Quote from Simon

From the ConnectWise University page on the ongoing issue:

Top Support Issue What about the change in user experience during remote support sessions. What progress is being made and when can we see updates?

We are actively working to implement mitigation for the change in guest user experience during remote support sessions (e.g., zip file instead of exe). Our approach is to iterate in balancing security with friction for both the technician and the end user. We are targeting an initial update within the next week and will keep users informed, as this will likely require multiple updates in the coming weeks.

With all the negative comments, I would like to add, I really appreciate the daily update emails.

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Simon

2 months ago

From the ConnectWise University page on the ongoing issue:

Top Support Issue What about the change in user experience during remote support sessions. What progress is being made and when can we see updates?

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Simon

3 months ago

From the town hall earlier today:

“On the guest joining experience which — we are aware — has changed and has caused challenges in the user experience, that’s stuff that we’re currently working on with an expected update later in the week and if not, resolution by no later than next week.”

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eugen fournes

3 months ago

Quote from Simon

CW: "We hear you and we hate it, too. Once we're done firefighting, we'll be circling around to make the end user experience much better." https://screenconnect.product.connectwise.com/communities/67/topics/4871-zip-file-downloads-for-client

I really hate to point out, but this would be the same "circle back" to improve the "new" Connectwise Automate agent MSI installer that requires a zip file? The one that was added in 2024.3 after the big breach. Will that one be fixed then, too? Or is this "temporary" fix now just how it is?

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Simon

3 months ago

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stephan

3 months ago

this is a pretty bad design decision. We are having severe issues with customers being unable to connect. It is not an option to stick with the zip file in the future ...

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