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Under review

Multiple Clients

IvanM 2 weeks ago updated by Rishikesh Gajul (Product Manager) yesterday at 6:56 a.m. 4

We use ConnectWise to remote in and support our users at other locations.  Sometimes we need a 3rd party to assist with their product.

If the 3rd party also use ConnectWise, they are unable to connect to the computer.  It seems that the computers do not support multiple clients from different companies.  Unfortunately, neither we nor they use other remote software, so we end up with no support assistance.

We do try all the different install options ConnectWise offers us, but none of them are able to connect.

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

Answer

Answer

Hi Ivan,

You can refer below link to find the required ports for ConnectWise Control:
https://docs.connectwise.com/ConnectWise_Control_Documentation/Get_started/Required_ports_for_ConnectWise_Control

If you still face the same issue, I would recommend to contact our Support team for the further investigation:
https://www.connectwise.com/services/support

Hope this helps !!

Hi Ivan, 

We would expect two host joining with two different CTRL clients to the same machine to work with no issues (other than fighting for mouse and keyboard).  I would send a ticket into support and we'd be happy to take a look.  


On another note, wouldn't host pass work better in this scenario?  

A host pass is a temporary link or "pass" for a technician to join a session as a host, but without an existing account.

When creating a host pass, you can control the host permissions for your technician, as well as the lifetime of the pass. Host passes can be emailed directly to your technician, or you can copy the generated link to share with your technician later.


Docs: https://docs.connectwise.com/ConnectWise_Control_Documentation/Get_started/Host_page/Create_a_temporary_host_pass_to_join_a_session 

Thank you for the information regarding Host Pass.  We will investigate the next time we have an issue.

We are also wondering if our WatchGuard firewall may be the cause of our problem, regarding the installation and connection to third party support companies, since we install our clients on our internal network without issue.

Well, we sent the Host Pass link we created to the technician, but they were unable to connect, just like we were unable to connect to their session.

It's strange that other ConnectWise users are unable to connect to our computers.

To rule out our firewall, what ports are used by ConnectWise?

Answer

Hi Ivan,

You can refer below link to find the required ports for ConnectWise Control:
https://docs.connectwise.com/ConnectWise_Control_Documentation/Get_started/Required_ports_for_ConnectWise_Control

If you still face the same issue, I would recommend to contact our Support team for the further investigation:
https://www.connectwise.com/services/support

Hope this helps !!