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ScreenConnect.ClientService.exe missing after update.

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ryan gunn
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After an update pushed 5/31 we are seeing a large amount of servers and workstations no longer accessible with Screen connect. After investigating "ScreenConnect.ClientService.exe" is missing from "C:\Program Files (x86)\ScreenConnect Client (############)" folder. 

Screen connect shows the device as offline but shows version: 26.3.9.9638.

Screen connect is listed in installed programs but the service is missing.

Anyone else running into this issue? Is there a quick fix?

Replies 8
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1
Sean Keown

I've seen AV do this. 

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rasmus uhrskov

I have seen exactly the same thing across 10+ Windows machines.

All of which have windows defender turned off.

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seguse

We're having this issue as well I noticed on both workstations and servers.


I was reviewing their release notes and it says:


26.3.9.9638
Cloud release: Paused, pending hotfix
On-premises: Delayed, pending hotfix

Bug: Guest client does not reconnect back to server after a technician reboots the machine

We noticed one machine randomly showing up in the "(empty)" section on the left side nav pane. The original screenconnect was still under the client section but some new one showed up randomly. We just moved it back into the client section and back to working again. It seems like if you reboot the machine again they will come back but just in the "(empty)" section.

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NetServicesGroup

Would it make sense for ScreenConnect to submit new versions to A/V vendors for evaluation and whitelisting before releasing to the public?

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Karama

It's not Anti-Virus, It's not Security.  It's not specific to any version of Windows.  We have seen it on Windows 11, 10, Server 2016, Server 2019, Server 2022.  The only common attribute is a Screenconnect update installed on 5/29 the same time the device went offline in our Cloud Console.  ScreenConnect Service is gone on the device.  ScreenConnect the program still shows in Program and Features.  Rebooting does not fix the problem.  We delete the offline computer from Cloud Console, get access to the computer, to be safe go through motions of removing ScreenConnect from programs and features, then reinstall client.  This is something ScreenConnect has done, another problem on top of the many problems.  So over Screenconnect.  All they care about is trying to get us to sell more ConnectWise products not making a product that works well.  

We are on version 26.3.9.9638

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seguse

It's a major bug that's why they paused the roll out. Having your agents disconnect and never check in is probably the worst thing that could ever happen. I agree, the product has gone down hill.


Workaround: Try rebooting the computer a second or third time. The original screenconnect agent doesn't come back to life but a new one is generated and is put into that (empty) section at the very top left pane.

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ryan gunn

Found you can restore the file uing windows security.

The powershell command is : c:\"program files"\"windows defender"\MpCmdRun.exe -restore -name "Trojan:Win32/Pomal!rfn"

good luck

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Karama

The reason I said it's not Anti-Virus nor is it Security because on some of the computers it is Windows Defender, and I looked in quarantine and found nothing, nothing in History.  The other computers have Bitdefender Endpoint Security and there was nothing in history nor quarantine vis a vis ScreenConnnect.  Again, just speaking for our situation and what we have been seeing.  I found 8 more computers last night that it was deleted with same date, same time went offline blah, blah, blah


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