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?
This is HORRIBLE. Virtually none of our customers we use this with is going to figure out it downloading as a ZIP first. This just completely ruined the utility of the join with a code option.
This is HORRIBLE. Virtually none of our customers we use this with is going to figure out it downloading as a ZIP first. This just completely ruined the utility of the join with a code option.
Totally agree.
It will be almost impossible to get users except for tech savvy types to unzip a file properly and then try to find the client exe to launch.
i am still waiting for reply from tier 2 support to respond on this completely unworkable zip distribution.
Until we get a commitment from connectwise to provide a friction free method to get the client exe loaded we are moving to a different remote support provider. Maybe not as elegant but simple for the person that needs help to get connected. That’s the prime objective when you get a call for support. This adds an insurmountable hurdle that will consume 30 minutes trying to instruct someone on unzipping, find the exe and then launching it.
Surprisingly, there seems to be no direct feedback on this thread from Connectwise.
I’m not sure they fully understand this basically cripples the ability to provide support to clients that aren’t in an unattended session.
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.
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.
Since most users are downloading it from inside a web browser I would tell the user to look in the top right corner of the browser for the 3 dots or 3 lines. Click it and then click "Downloads", then just open the zip there.
A lot of users don't know where downloads are and even if they find hte folder they might not find the zip easily. This way, it takes them right to it.
Since most users are downloading it from inside a web browser I would tell the user to look in the top right corner of the browser for the 3 dots or 3 lines. Click it and then click "Downloads", then just open the zip there.
A lot of users don't know where downloads are and even if they find hte folder they might not find the zip easily. This way, it takes them right to it.
It would be ok if you open the zip and could directly launch from within the zip.
Because we haven’t updated I’m not sure that’s a viable option as they have 3 png files, two resource files, and a txt file. I suspect you still have to unzip the entire zip somewhere first, find where that went and then launch so all dependencies are available to client.exe.
has anyone tried just launching client.exe from the zip?
And why don’t they just compile the resource files into the single client.exe?
It would be ok if you open the zip and could directly launch from within the zip.
Because we haven’t updated I’m not sure that’s a viable option as they have 3 png files, two resource files, and a txt file. I suspect you still have to unzip the entire zip somewhere first, find where that went and then launch so all dependencies are available to client.exe.
has anyone tried just launching client.exe from the zip?
And why don’t they just compile the resource files into the single client.exe?
That was the first thing I did, launching it from inside the zip, Didn't work :(
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.
Appreciate some feedback from the sc team.
Truly, this is unworkable in this form.
Understood you guys are trying to put out a blaze.
what we need to hear is a commitment that this zip nonsense is VERY temporary and a timeframe for reverting to normal exe downloads. We’ve already setup zoho until this gets sorted.
This is ludicrous. Most of our clients are not technically inclined, which is why they call us. It's hard enough to get clients to launch an exe file now we have to walk them through a zip file? It's getting harder and harder to justify not switching vendors. This is not something to "circle back to" it's now a new fire that you started.
While I hate having to deal with this zip nonsense, we understand the need to come up with a quick solution to mitigate the vulnerability and get the new cert in place before the deadline. It's not ideal, but the alternative would have been worse if we lost access to our clients systems because something was not put in place before the deadline today. From the town hall yesterday, it sounds like they already have a number of ideas on how to make this better. Once CW they can get away from DEFCON1 they should be able to focus on getting us something similar to what we had for the support sessions.
I am glad to report that Version 25.4.25.9314 is now rolling out in the cloud, so the zip file is gone. I can speak for the entire ScreenConnect team when I say that we appreciate your patience; this was always intended as a stop gap fix while we could work on a more permanent solution.
The auto upgrades will take several days to hit each instance, so if you want to manually upgrade your cloud instance you can follow these instructions
Upgrade a cloud instance - ConnectWise