+29
Roadmapped

Looking for an ETA on Mac M1 client / processor support

dpuenner 2 years ago updated by swhite (Product Manager) 1 month ago 20

Is than an estimated release date for the Mac M1 client?   The current client installs sucessfully, but never registers in the control panel.

Available in Version:

Answer

Answer

All, I wanted to give an update on this. We have finished scoping out the work required and will soon be scheduling the work. I can't give a firm date on when this will be available yet, but will update when the work is nearing completion.

+7

https://docs.connectwise.com/ConnectWise_Control_Documentation/Technical_support_bulletins/Rosetta_2_required_for_ConnectWise_Control_on_the_Apple_M1_chip is 4 months old, and the announcement is heading for close to a year. Can we at least get an ETA? I do not use Rosetta so screensharing is left using other tools for me at this point.

+4

We need the M1 client for this already.  SC and LT agents are exhibiting extremely weird behavior.  Today alone we have Session IDs being swapped with other agents (example Agent for Laptop 1 on Automate is actually remoting us into Laptop 2, and laptop 5 is going to laptop 1).  Everything is screwy.  We have made sure not to update the devices to new versions of Big Sur so it's not a case of Rosetta 2 needing to be installed.  

Please assist, or give us an ETA as to when this will be released.  We have a lot of clients that are heavy Mac-users, and we're finding ourselves spending more time troubleshooting your agents than actually helping with the clients issues.  This is becoming time-consuming and inefficient.  We are considering looking elsewhere and cancelling CW if this is not rectified soon.

+2

i'm a little concerned that native M1 support is taking so long. other companies like Anydesk got their remote control for M1 sorted out last year (2020). we plan to roll out new Mac's with an alternative remote control package that supports M1 natively to ensure we can support our clients adequately. 

+1

We have installed Rosetta 2, ensured all permissions are granted, unblocked the software (third party/unknown developer bit), restarted the computer, reinstalled the agent -- and the ConnectWise Control agent is still instantly crashing. The event logs indicate that it is being relaunched every 10 seconds but crashing with a run duration of 0 seconds and abort code 1.

+2

I’m joining the chorus. I’d love to know when this is happening. Rosetta2 is a workaround, not the solution.

The current lineup of Apple devices (MacBook Air, Pro, iMac) all have M1 chips, the age of Intel is no more

Hi All, 

Please reach out to Support if you're continuing to experience issues with M1 machines. I'm currently coming to you live from an M1 Mac on Monterey and have zero issues with the agent crashing or the other issues reported above. We'd love to troubleshoot as needed. Thanks!

+2

Is this a native installation for the M1 processor support, or is the work-around still in use??   A standard install of the client app doesn't work. The install process runs to completion, but the app never shows up as installed. What steps should i be taking that are different from older Mac (Intel) installs?

+1

some of us just don’t want to install Rosetta 2 at all. And there is no excuse why ConnectWise does not have a M1 native screen connect because they have a iOS version which is arm based code. Either unlock that in the App Store to run on M1 Macs or update your desktop client. This issue is annoying enough for me to dump ConnectWise completely and use competitors that have the ability to stay current and relevant

+1

Their app on iOS is simply a client - very different from an agent.  Key difference there.

+2

All Intel-based programs will cause more power usage. So we are actively eliminating any Intel-based programs.

+1

Any update on this?

+1

Very disappointing that we are more than 18 months from the update saying to install Rosetta 2, yet there has not been even a post from the company.

Also, if the Client software for connecting FROM a Mac to anther Control agent is easier, please do that at least.

Tidd.

+2

I've not posted anything about this issue for several months, but I also find this very disappointing that a native install for the M1 chip hasn't been delivered.  Fix this please! You're letting a good product fail in a big way... 

We are actively investigating our options for the M1 chips, but have not yet determined the best path forward. 

+1

Apple makes it sound like it’s as simple as a recompile. It’s taken you almost two years to figure out how to compile the agent for Apple Silicon? Even Microsoft is releasing an AS version of Teams at this point.

The best path forward is to support Apple Silicon, I really don’t understand what else you could be considering.

How's the progress on this?

My remote connection issue could be resolved by simply publishing the iOS application for iPad and allowing install on Apple Silicon. 

So many missed opportunities. 

Todd. 

Answer

All, I wanted to give an update on this. We have finished scoping out the work required and will soon be scheduling the work. I can't give a firm date on when this will be available yet, but will update when the work is nearing completion.