Under review

ConnectWise Control update blocked by Antivirus

CedricS 1 week ago updated by Caitlin Barnes (Product Manager) 8 hours ago 5

We use CylanceProtect as our antivirus and we can not update to the latest version of ConnectWise Control Client Version: 19.4.25699.7240 on Windows 10. The update worked fine for my Mac users. The first update try it caused all of my users to go offline and I could not connect to them unless they rebooted. I added the file to the safe list in Cylance and tried the update again and it will not update. At this rate of issues, I cannot afford to use this software as I cannot support my employees.

ConnectWise Control Version:
Server Affected:
Host Client Affected:
Guest Client Affected:

Hi CedricS, 

Do you have any of the reports/errors from Cylance? Is it just the windowsclient.exe that is giving you problems? I can try to reach out to Cylance about marking us as trusted (again), but need additional info. Thanks! 

Thanks! I've submitted a case with Cylance. 

This is has caused a disconnection issue with many of my PC users that are not local admins so I cannot reinstall the software and they live in different states. So, needless to say, I cannot support them. :(

Still working with Cylance to get this resolved. They're Threat Guidance team is reviewing.