For the past seven days, hosts running on Windows 7 or older have been unreachable.
Specifically, the process is running, the service is active, and the agent responds to commands, but no image is displayed upon connection. This issue is caused by the latest host client being installed. If the new version is uninstalled and an older version is installed instead, the connection works normally and the image is displayed correctly.
It has been 16 days since ConnectWise/ScreenConnect released an agent update that rendered all older operating systems inaccessible.
In those 16 days, there has been no rollback, no temporary fix, and absolutely no assistance provided to us as customers. This is a very poor performance for a company like ConnectWise. Apparently, the slogan 'Remote Support and Access Software to Fix IT Faster' doesn't apply to their own products.
It has been 16 days since ConnectWise/ScreenConnect released an agent update that rendered all older operating systems inaccessible.
In those 16 days, there has been no rollback, no temporary fix, and absolutely no assistance provided to us as customers. This is a very poor performance for a company like ConnectWise. Apparently, the slogan 'Remote Support and Access Software to Fix IT Faster' doesn't apply to their own products.
A fix is available for cloud and can be applied at any time.
A fix for on premises will be released next week.
You can track release status here:
ScreenConnect 26.1 / ScreenConnect
Please bear in mind that we do our best to support legacy, end of life operating systems, we do not guarantee they will work in all cases. (System requirements - ConnectWise)
A fix is available for cloud and can be applied at any time.
A fix for on premises will be released next week.
You can track release status here:
ScreenConnect 26.1 / ScreenConnect
Please bear in mind that we do our best to support legacy, end of life operating systems, we do not guarantee they will work in all cases. (System requirements - ConnectWise)
Thank you for the feedback. I don’t doubt that you are making an effort, but releasing an agent update as a 'stable version' that cuts off legacy operating systems—without any prior notice or warning—is unacceptable. Furthermore, the inability to provide a rollback as an emergency backup calls your processes into question. We will have to disable auto-updates and vet every release from now on, as it seems we customers are being used as beta testers.
A fix is available for cloud and can be applied at any time.
A fix for on premises will be released next week.
You can track release status here:
ScreenConnect 26.1 / ScreenConnect
Please bear in mind that we do our best to support legacy, end of life operating systems, we do not guarantee they will work in all cases. (System requirements - ConnectWise)
You may want to update your site - how is this applied....?
It took one direct call to get the answer: push the revised build through the admin portal. I’m testing now and systems are coming back online.
The process should have been posted here from the start. Instead, customers were left waiting while production environments were impacted.
Clients expect clear guidance when a release breaks core functionality. This forum should be part of the solution, not another obstacle.
Where is the this revised build? I still see only the version which is not windows7 compatible in the downloads portal (9573)
I think the fix is a cloud only release. All on Premise Customers still have 9573 as latest version. I dont understand why they dont release the fix for onpremise aswell. It's already 3 weeks since the release of this buggy version.
Same thing here. The best option would be to have roll back version so we can roll back previously working version until the new version fully support the WIn7. That way we are not "stuck" without connection up until the solution has been released!