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Refresher:

ConnectWise View gives a knowledgeable expert the ability to connect to a field tech's or customer's mobile device camera. Ultimately, these "experts" will be able to see what's going on and assist the technician/customer without having to travel offsite. 


Below are a few tips and rules for those who wish to participate, please read through them. 

Tips

  • Search for an existing bug report before adding your own. This helps us prevent duplicate entries and improve bug tracking.
  • If you find a matching bug report, give it a thumbs up and throw in a comment with more details about the problem.
  • If you can't find a request for an item you need, create your own bug report.
  • Provide as many details as you can, especially:
    • Platform (iOS, Android, etc.)
    • Connection (WiFi or Mobile Data)
    • Mobile device OS, model, etc.
    • Browser(s) used 

Rules

  • No spam, advertising, or self-promotion.
  • No offensive posts, links, or images.
  • Only one request per post.
  • Administrators have the ability to moderate the forums, including editing, deleting, and moving posts. Posts may be deleted for any reason, with or without notification.

Thank you for sharing your thoughts with us!

+10
Fixed

Text option has disappeared from "Connectwise View"

Kiwi_Sam 11 months ago updated by Dee Cater (Product Marketing Manager) 11 months ago 7

Connectwise view until a few days ago had a feature to text the URL to the client. Now it only gives option to email and copy URL

Answer

There's an issue with mobile carriers filtering text messages from View, resulting in end users not receiving text messages. We've removed the text message invitation option until it is resolved. 

More on the issue here: https://docs.connectwise.com/ConnectWise_View_Documentation/Technical_bulletins/Not_receiving_text_messages_from_ConnectWise_View

+8
Started

ConnectWise Control View does not work on S20s

Andoni Usubiaga 1 year ago updated by Dee Cater (Product Marketing Manager) 9 months ago 9

When I try setting up ConnectWise Control View, it does not work on S20s. I get an error message "Error requesting your camera/microphone: Could not Start video source". I get the same error message on chrome, edge and samsung internet.I have in each app allowed permissions for camera and microphone but i have no luck. i tried this with multiple s20's and they have the same issue. It works on our s10's and iphones. My s20 is up to date and i have restarted my phone multiple times. I also tried wiping the cached partition. I am registering an external Bug report on this issue. So when devs create the internal issue, support can have them link it.

+3
Not a bug

ConnectWise View - Launch View Required Permissions?

Max 3 years ago updated by Dee Cater (Product Marketing Manager) 10 months ago 1

Hello,


I can launch ConnectWise View from my browser (option is available), however other users inside of my ConnectWise Console cannot (No Option Available). What permission level does a user need to create a View Session? It would be nice to have a toggle box for this permission so it can be assigned to non-technical user accounts that just need this feature.

Answer

I'm assuming you are using ConnectView with Automate? If this is the case, this issue has been fixed with the launch of the ConnectWise View integration with ConnectWise Automate.

+3
Fixed

Persist negotiating connection message

anonymous 3 years ago updated by Dee Cater (Product Marketing Manager) 8 months ago 2

Using Chrome on desktop, and Safari on iOS, the session remains in a negotiating connection state. 


IPhone 7s, using 11.4.1


+2
Started

Taking a snapshot freezes the video feed

Simon 1 year ago updated by Dee Cater (Product Marketing Manager) 10 months ago 4

Whenver I take a snapshot, the video feed freezes both on the operator's side and the cameraperson's side.

Then, after a few moments, the operator's screen shows "negotiating connection with cameraperson".

Then, after that, "the cameraperson has left the session" even though the smartphone browser shows it's still streaming (albeit frozen).

So, ultimately, taking a snapshot terminates the feed.

Edit #1: I've done more testing and it appears that taking colorful snapshots freezes the feed, but taking bland ones does not.

By "bland" I mean something like the image I've attached at the bottom of this post.

The smartphone is an iPhone 11 on the latest iOS using Safari.

Edit #2: After more testing, it seems I can take snapshots without any hitches if I switch to low resolution.

So I should redefine the bug as: "on the default high resolution, taking all but the most bland snapshots freezes the feed".

+1
Under review

Unrecoverable connectwise clients

Josh Jacklin 1 month ago 0

Good Morning Connectwise devs!


There is a current issue/bug of which the Connectwise Clients are showing as offline in the control panel despite the device being online and when the customer checks the client is sat "Waiting for your host".

There is currently no option for the client to be refreshed on the customer end and the reinstall option or the wake option tries to contact the machine but nothing happens. The only way around it is to perform a temporary session with the customer and to manually reinstall the client which isn't ideal.

I know there was a Bitdefender issue a little while ago which was resolved which the software inadvertently removed the client from the host machine however this has been resolved for sometime now.


I have had this happen across 10 different devices on different networks over the space of two weeks which leads me to believe there's an bug or an issue somewhere with the client.

Would you kindly be able to test this and as a suggestion for a future feature add an option for the customer to refresh the application on the customer end please?

Thank you for your time with this.


Kind Regards,

Josh.

0
Under review

tchat answering problem

HLA 1 month ago 0

when you go to a host to answer a message, and you start to enter text, the active entry zone go the "search zone" whereas you were in the answer zone of the chat !

0
Not a bug

Error when opening links on ios

econtreras 2 years ago updated by Dee Cater (Product Marketing Manager) 8 months ago 2


This is the page I see when trying to open the link. It has happened on two seperate devices. 

It works in android. 

0
Not a bug

Launch View button missing

Izzy 3 years ago updated by Dee Cater (Product Marketing Manager) 11 months ago 2

We've been using cwview for a while and about a week ago the launch view button that we use to create a session went missing.

0
Fixed

iOS (iPhone 8+) will not load cwview.com in Chrome, Firefox & Safari.

MCarter 3 years ago updated by Dee Cater (Product Marketing Manager) 10 months ago 2

Tried all three applications on my phone and it will not load the page. I tried with and without Wi-Fi. The only way I could get a connection to my phone was through the email and text invitations.