Under review

ScreenConnect Service Disappears from Windows Services and Guest Cannot Connect

akrois 2 years ago updated by davidr4 1 year ago 3

In response to the COVID-19, we rolled ConnectWise Control Access out to 16 clients, thus our usage prior to mid-March 2020 is minimal.

We have had 8 workstations across 5 different clients that the guest cannot connect. Upon examining the remote workstation (their work computer), we have found that the ScreenConnect Windows Service is no longer there.  We have rules out AV as there are 3 different AV platforms being used, so it's not a common denominator and we've scoured the AV logs.  We know that the users are not local admins, thus they cannot remove the application or service.

The software is still installed if you look in Add/Remove programs, but the Windows Service is gone.

The only way to fix it is to uninstall the ConnectWise Control software, then reinstall it.

Has anyone else experienced this?  And yes I've submitted a case.

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

I have run into this as well and I was able to duplicate it.  Occasionally, the banner at the top appears, but does not have their name listed.  If you click the gear where you can normally hide/open, there is an Exit option.  If you click that exit, it will uninstall the service.  I checked with the 2 most recent people that have had the disappearing service issue and they both clicked that exit.

The exit option shouldn't even be there as this is an Access session so that appears to be the bug.  I am on Cloud 20.2.27450.7387 and have run across this issue on 3 different cloud servers that I admin.

Hello David,

Are you able to provide me with anymore info on how you were able to duplicate this?

I haven't been able to pin down when that banner with no name shows up.  I just took the banner away a couple days ago so people quit accidentally doing it.

My guess is that it is showing up when we get reconnected.  We have been having some intermittent internet issues in the office, so the Guests have been disconnecting for 10 seconds or so a couple of times/day.  My guess is that when they reconnect, that banner is showing up.   

I can allow the banner on my computer and see if I can replicate that.