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Considering for Future Release

run screen sonncet as a system service pre remote session

Douglas Westervelt 3 years ago updated by ddenney 12 months ago 7

We are currently using LogMeIn as our primary tool to assist remotely.

Currently we have minimal user intervention needed to elevate our remote session as a system service. Before we actually connect to the user's PC we are prompted for the admin credentials to run LogMeIn as a system service.  

This is important because it requires the least amount of user intervention. We are an MSP that operate over multiple environments and platforms. So each computer could have unique settings applies. Most of our customer base is not an administrator by default.

Currently we are having unpredictable results using screen connect. Sometimes to elevate the session the password box does not appear to elevate. Sometimes there is a UAC window that pops up and the client may need to acknowledge to move forward. Currently we do not experience any of these issues using LogMeIn. It would be nice if we can automatically put in the local or domain admin credentials setting up the remote session and the ability to run as a system service. This would give the engineer much more predictable results with less user intervention.  

Available in Version:

Hi Douglas, 


Thanks for your post.  Are all of your sessions Remote Support sessions?  From your comments, it seems like you run a persistent client on your customer machines.  CW Control Remote Access clients run at the admin service level, so there is no need to elevate the session after the intial install. Our licensing is a bit different from LMI, Remote Access comes with all of our licenses at some level: https://www.connectwise.com/software/control/pricing.   


If you're running mostly Remote Support sessions, you can elevate the service at anytime using these instructions: https://docs.connectwise.com/ConnectWise_Control_Documentation/Get_started/Knowledge_base/Control_Windows_UAC_dialogs.  You stated that the password box doesn't always present itself, is this how you're calling the service elevation window?  We may need to register a bug if it seems inconsistent.  Any additional details would be helpful.  Thanks again for your feedback and assistance. 

We do run mostly Remote Support sessions, we are having issues elevating the session. The instructions to elevate the service do not produce consistent results. We are an MSP and work in may different environments, so may of the PC we connect to are configured differently. So far we have had trouble when it come to elevating a remote Support session. We have trouble with the elevation, switching users within windows and reconnection upon reboots. Currently with the current configuration of LogMeIn we do not have theses issues. We are able to elevate LogMeIn as a system service with the administrator credentials before we even see the users screen. This allows the engineer to see any UAC windows and control and acknowledge as needed. With a Remote Support session with screen connect we get varied results with UAC. Some times a UAC window will pop up and we are unable to see via the remote session. This then requires user intervention. In many cases we start a support session while the user is preset then they leave while we work on the machine. Our engineers have experienced problems where they do not have full control and need some sort of user intervention. With LogMeIn all we need is someone to initiate the session with a pin code and we have full control of the machine.


Hi,


This is a feature we use in LMI for just about every support/remote session. This needs to function for us to continue using the Control product or it is a deal-breaker. 


That you for looking into this and know that it is extremely appreciated. Any feedback we can get on this would be further appreciated.


Ron Anthony Quinn

Global Support Manager

Edge Technology Group

Considering for Future Release

We have the same request - due to security policy all our sessions are support sessions.  We'd like to be able to preinstall the client as a Service as part of our image so the technicians don't have to use the CTL ALT DEL to elevate within a session, as that doesn't always work, and blocks out their access waiting for the end user to respond.

Migrating from LogMeIn Rescue to CWC at our MSP and the biggest complaint is this. Agents would prefer to pre-enter the credentials, and have the ability to elevate from the get-go.