I just installed the 25.4.16 screenconnect for On-Premise. I was previously on 25.2... I just noticed that the connecting user gets a download of a ZIP file instead of an EXE file when Joining with a code. Is that a new intended change? I can't find it in the release notes. Can we change it?
Hate this too and saw it in the release notes ahead of time here: https://docs.connectwise.com/ScreenConnect_Documentation/ScreenConnect_release_notes/ScreenConnect_2025.4_Release_notes
Darn it. Thanks for the link. I was reading the Full Change Log which doesn't make this change apparent. I know Chrome kept blocking the EXE download, but I could walk users through downloading it anyway. This is going to make it a lot harder for users to run the file.
I believe their plan is to circle back and streamline the UX once this emergency build stuff settles down. There is also the bug in this new build where SC crashes anytime a UAC prompt comes up on the guest side. That's already gonna be another pain to deal with. It's already fixed in the next build but who knows when that will be released.
Clearly nobody at screenconnect has actually provided remote support to end users.
Our clients phone us requesting remote assistance.
We create a public session with their name and direct them to our login page, on prem screen connect system. They ‘join session’. Sc client exe downloads, the execute it. All done and almost anyone can do that including elderly, and low tech folks.
NOBODY is going to handle downloading a zip, finding the zip wherever it downloaded, open the zip, and then depending on whatever zip handler is installed, extract the zip to a temp folder somewhere, browse to that folder they probably don’t remember, find the executable and launch it. Not to mention the probability they will extract only some of the files, or overwrite files somewhere creating an even bigger mess. We will spend 30 minutes on the phone just trying to walk them through the process. Currently we can connect in under a minute.
Consider you have to help you elderly relative. Prior to 25.4 no sweat. Do you really think you could walk that person over establishing a session with this new zip method?
This new zip concept is entirely unworkable in the real world of providing remote support.
We are moving on to a different product unless this insane change is reverted either immediately or in very short order, or an alternative is provided. Given the June 13 update requirement we are already looking into a better solution. Sorry to say that as a sc user for many many years.
sc - are you listening?
Clearly nobody at screenconnect has actually provided remote support to end users.
Our clients phone us requesting remote assistance.
We create a public session with their name and direct them to our login page, on prem screen connect system. They ‘join session’. Sc client exe downloads, the execute it. All done and almost anyone can do that including elderly, and low tech folks.
NOBODY is going to handle downloading a zip, finding the zip wherever it downloaded, open the zip, and then depending on whatever zip handler is installed, extract the zip to a temp folder somewhere, browse to that folder they probably don’t remember, find the executable and launch it. Not to mention the probability they will extract only some of the files, or overwrite files somewhere creating an even bigger mess. We will spend 30 minutes on the phone just trying to walk them through the process. Currently we can connect in under a minute.
Consider you have to help you elderly relative. Prior to 25.4 no sweat. Do you really think you could walk that person over establishing a session with this new zip method?
This new zip concept is entirely unworkable in the real world of providing remote support.
We are moving on to a different product unless this insane change is reverted either immediately or in very short order, or an alternative is provided. Given the June 13 update requirement we are already looking into a better solution. Sorry to say that as a sc user for many many years.
sc - are you listening?
I'm just guessing here, but because they had to get a brand new cert that cert has no reputation. So smart screen and all browsers downloading the screenconnect installer will throw a fit. Thus the zip. This wlll probably change once the cert get a reputation. I clicked on "Try next option" and got an MSI installer. Edge threw an absolute fit.
In the mean time, i'll probably connect to people via Quick Assist in windows and once in download the zip and install it.
I would also recommend you install the Quicksupport SOS addon, and place it on their desktop for future connections. All they have to do is double click it enter their name and email and click send and you're connected.
If you do want to walk them through opening the zip what I would recommend is tell them
1) Click the 3 dots in the top right of the browser
2) Click Downloads
3) Click open file on the zip
4) Click "Extract all" in the top left
5) Click "Extract"
6) Now double click "Screeconnectclient"
Not great, but not the worst.
Then use that Quicksupport SOS for all future connections to the user.
I'm just guessing here, but because they had to get a brand new cert that cert has no reputation. So smart screen and all browsers downloading the screenconnect installer will throw a fit. Thus the zip. This wlll probably change once the cert get a reputation. I clicked on "Try next option" and got an MSI installer. Edge threw an absolute fit.
In the mean time, i'll probably connect to people via Quick Assist in windows and once in download the zip and install it.
I would also recommend you install the Quicksupport SOS addon, and place it on their desktop for future connections. All they have to do is double click it enter their name and email and click send and you're connected.
If you do want to walk them through opening the zip what I would recommend is tell them
1) Click the 3 dots in the top right of the browser
2) Click Downloads
3) Click open file on the zip
4) Click "Extract all" in the top left
5) Click "Extract"
6) Now double click "Screeconnectclient"
Not great, but not the worst.
Then use that Quicksupport SOS for all future connections to the user.
Appreciate your insights and time to reply.
We use an EV code signing cert for our own apps which is costly but bypasses Smart screen.
Quicksupport - That's a Teamviewer component is it not? Would that require us to subscribe to Teamviewer?
Good instructions on how to extract - in my experience that's a nightmare, but your concise steps are helpful - thank you.
I am curious about "Quicksupport SOS" and what that would involve (especially cost).
For our needs we often need to open 2 concurrent connections to solve networking issues between 2 PCs on the client's network.
Thanks,
Scott
Appreciate your insights and time to reply.
We use an EV code signing cert for our own apps which is costly but bypasses Smart screen.
Quicksupport - That's a Teamviewer component is it not? Would that require us to subscribe to Teamviewer?
Good instructions on how to extract - in my experience that's a nightmare, but your concise steps are helpful - thank you.
I am curious about "Quicksupport SOS" and what that would involve (especially cost).
For our needs we often need to open 2 concurrent connections to solve networking issues between 2 PCs on the client's network.
Thanks,
Scott
Quicksupport SOS, It's an Screenconnect extension and can be found under The administration / extensions and Browse the Extension Marketplace for SOS deployer. It's free.
Once installed on your screenconnect page customers go to you'll see some squares in the top right of your page. If you click that you'll get "Download Quick Support SOS". Then just keep a copy and drop it on users desktop. In my case I rename it to just SOS and I always tell people "To look for SOS on their desktop"
When they click send a support session is created and it automatically downloads the screenconnect app. All they have to do is click "yes" for UAC. Or if they are a standard account, they can cancel UAC and it will still connect you, just without admin privileges.
The only issue I have with it, is it requires name and email to be filled out and won't let them submit it without it. You will also have some stupid people that will ask you if they need to enter your name and email or theirs.
While SOS is good tip, we really don't want our users creating remote support sessions on their own. While most of our support calls require hands on help, we don't want to set the expectation that every call needs a session. This would just leave our techs with a ton of unused sessions to clean up. I'm really hoping this is only a stopgap.
While SOS is good tip, we really don't want our users creating remote support sessions on their own. While most of our support calls require hands on help, we don't want to set the expectation that every call needs a session. This would just leave our techs with a ton of unused sessions to clean up. I'm really hoping this is only a stopgap.
Yes, it does annoy me when a customer creates a session but never calls. Only after I go to my site I see their session was created hours ago.
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.
In the meantime, we've updated this page with step-by-step instructions for end users to join a support session: https://docs.connectwise.com/ScreenConnect_Documentation/Get_started/End_user_guides/Remote_support_end_user_guide.