ConnectWise Control Remote PC Access Review and Pricing

Why We Chose ConnectWise ScreenConnect for Remote Troubleshooting

ConnectWise ScreenConnect is an ideal solution for small and medium-sized businesses that want to provide effective remote support, access advanced diagnostic tools and customize most aspects of their remote access solution. 

Unlike many competitors that offer in-session text chat, ConnectWise ScreenConnect goes a step further and allows technicians to communicate via audio. IT teams can record sessions and execute sound capture and video auditing — features we didn’t see in other top programs. We also like that it’s possible to grant a temporary host pass to an external technician or customer so they can host a session without needing to log in to the system. We found this feature helpful for collaborative troubleshooting.

We particularly liked the Backstage feature that allows agents to access remote machines and perform a range of essential actions, from opening a command panel to running apps — all without disturbing the users. What’s more, the mode offers a handy shortcut toolbar, making remote troubleshooting even easier.   

Those on the vendor’s top-tier plan can also use ScreenConnect View, which allows technicians to access users’ mobile cameras for a live view and offer support for on-site issues like hardware malfunctions. While some rivals have similar functionality, we found that ScreenConnect View can access both back and front cameras, which is unique compared to other products. We like that sessions are browser-based and users don’t need to download anything on their devices to receive support. This advanced feature can make a big difference in technical remote monitoring support.

We liked that ConnectWise ScreenConnect offers not only remote support and unattended access functionality but also in-built online meetings that can be joined by an unlimited number of users and recorded for future use. This feature can be particularly helpful for group training sessions to address recurrent issues.  

ConnectWise ScreenConnect is compatible with Windows, macOS, ChromeOS and Linux/Unix operating systems as well as nearly every major browser, making it easy for technicians to support most users. We also found that ConnectWise ScreenConnect provides access to one of the most extensive collections of integrations on the market. The software can integrate with other ConnectWise tools like ConnectWise PSA, Report Generator and ConnectWise Automate as well as third-party apps like Zendesk, Microsoft Outlook, Freshdesk and Acronis Data Cloud.

We also like ConnectWise ScreenConnect’s emphasis on security. When you remotely access devices, maintaining a secure remote desktop connection is critical. When using ConnectWise ScreenConnect, you must go through several security permissions to establish a connection and then the software removes support clients automatically when sessions are terminated. What’s more, these advanced security features are available on all paid plans — something that is uncommon among other reviewed programs. All users can access privileged access management features that provide role-based levels of access and help prevent security issues associated with shared passwords. While some competitors offer a similar functionality, it’s most often included in top-tier plans only.

With all these features in mind, ConnectWise ScreenConnect stood out as the best option for remote troubleshooting.

You can join a ConnectWise ScreenConnect remote support session by entering a unique code or following a direct link. Source: ConnectWise ScreenConnect

Ease of Use

ConnectWise ScreenConnect is compatible with Windows, macOS, mac OS X, Chrome OS and Linux, Unix and *nix operating systems as well as nearly every major browser. The software is very customizable — with over 1,000 available customization options — although it may require some technical know-how to take advantage of this. The initial setup takes somewhat longer and requires more initial configuration than other solutions we reviewed. However, we found the software to be fast and efficient once a remote access session is started. We like that it can integrate with more than 100 third-party applications, which can simplify your business processes over the long term. You can also adjust aspects like the branding, language and service disclaimers.

We also like that you can install the software and invite users to connect in a variety of ways, from a unique code to a calendar invite. This gives you the flexibility to choose whichever installation and connection format is easiest for you and your clients. You can also filter sessions by connection status or group them using custom criteria, improving overall usability. What’s more, you can multiselect sessions and make bulk updates, run commands, send group messages and more.

We also found it helpful that some plans allow you to create triggers for various events. For example, you can choose to receive notifications whenever a server goes offline or a user continuously enters a wrong password. This makes it easier to instantly spot potential usability problems and prevent security issues. While there is a possibility to create custom triggers with some basic coding skills, ConnectWise ScreenConnect also offers numerous prebuilt “if, then” scenarios, making it easy to implement for nontech users.

While we found ConnectWise ScreenConnect relatively easy to navigate, it can be somewhat overwhelming during the initial setup due to the sheer number of available customizations, access options and automations.

ConnectWise ScreenConnect Features

ConnectWise ScreenConnect offers comprehensive features, but some of them are available only on higher service plans. Some of its standout features involve compatibility, remote and background troubleshooting, customization, security and integrations.

Compatibility

ConnectWise ScreenConnect is installation-based software that is accessible by link or installer package. This enables you to connect via several platforms, including Windows, Linux, Mac and Chrome OS as well as iOS and Android devices. We like that ConnectWise ScreenConnect works on all of these, even when you’re remotely accessing a device from your smartphone. However, some features may be limited when you’re providing support for certain mobile devices. 

ConnectWise ScreenConnect can connect with remote devices even when they aren’t awake by using the Wake-on-LAN feature. It also allows you to view a single monitor or multiple monitors during a session. These are somewhat standard but beneficial features. Additionally, ConnectWise ScreenConnect lets you exchange text messages between the machines outside of the online sessions as well as bulk messaging several machines at the same time. We found this feature to be rare among other solutions.

You can choose to view one or multiple remote monitors simultaneously. Source: ConnectWise ScreenConnect

Remote Troubleshooting

ConnectWise ScreenConnect’s troubleshooting features are some of the most comprehensive in the industry — and why we named this product the best for remote troubleshooting. When you’re connected, you can drag and drop files or copy and paste documents between devices. Features vary by plan but can include text chat, voice-over-internet-protocol (VoIP), annotation, shared toolboxes, remote printing, monitor blanking and multimonitor support. 

You can integrate other options like surveys, extensions and ConnectWise View, which acts as a livestream and allows you to fix on-site issues remotely using the user’s mobile camera and without sending a technician. We found it helpful that you can access both the back and front cameras of the user’s mobile device, which allows for more flexibility during the troubleshooting session.

Establishing a connection with ConnectWise View is simple, though it’s only an option on the Premium plan. Source: ConnectWise ScreenConnect

ConnectWise ScreenConnect also enables technicians to capture sound from guest devices and communicate by voice during support, meeting and access sessions. This facilitates the troubleshooting process and helps prevent things from getting lost in translation. Additionally, you can record (and audit) videos of your remote sessions.

Technicians can access the Backstage mode to troubleshoot issues without disturbing the end users. Source: ConnectWise ScreenConnect

We also found it useful that ConnectWise ScreenConnect allows you to block either the user’s or host’s input to ensure an uninterrupted support session. Our research showed that most competitors that provide similar functionality offer only user-input blocking. Additionally, technicians can access detailed device information, like active processes, installed software, running services and logged events. This way, IT teams can make informed decisions during the troubleshooting sessions and save time on trying to acquire this information from the users.

We like that ConnectWise ScreenConnect allows users to access and troubleshoot remote machines in the background using the Backstage mode. With it, technicians can review running services and events, execute essential commands and use support apps, resolving any potential issues without distracting the end users. 

Top-tier plan users can also access the Remote Diagnostics Toolkit, which provides technicians with advanced control over remote machines during support sessions. With it, they can not only view but also terminate certain processes, install and uninstall programs and manage a range of events and services, providing a more comprehensive support service.  

Customization

ConnectWise ScreenConnect is highly customizable and allows you to create a solution that fits your business’s needs. You can customize the system’s look and feel to perfectly match your brand by adding your logo, favicon and application icons with a simple drag and drop, selecting the visual theme and changing the copy and design of nearly every element from the guest welcome page to the in-app navigation bar.   

You can also pick a hostname or use a custom URL for connecting with users. We like that ConnectWise ScreenConnect also gives you the option to embed it into your existing website, something rarely found in other products we examined.

ConnectWise ScreenConnect allows you to customize its many aspects from the “Appearance” tab. Source: ConnectWise ScreenConnect

You can also customize the product’s technical side by setting up custom triggers and IT automations, which can be done without any HTML skills required. Administrators can define maintenance actions, change the security settings and refine access control options. This ensures maximum security.

Security

Most of the solutions we reviewed offer tier-based security settings, with some options available on more expensive plans only. In contrast, ConnectWise ScreenConnect provides all users with equal access to the entire suite of security features, demonstrating its strong focus on product security, data privacy and compliance. 

ConnectWise ScreenConnect is bolstered with AES 256-bit encryption and two-factor authentication to help you minimize cybersecurity risks. Other safety and authentication features include role-based permissions, privileged access settings, secure session codes, lightweight directory access protocol and Security Assertion Markup Language integration, brute-force protection, guest input suspension, guest monitor blanking, access revocation and OAuth integration. You can also run audit reports and have the software automatically lock devices upon disconnection. In addition, ConnectWise ScreenConnect allows you to set password requirements and restrict certain IP logins.

We also found it valuable that ConnectWise ScreenConnect gives you the option to prompt guests for consent before connecting to devices and the option to bypass approval if a user is logged off. We didn’t notice these in many competitors. We also like that ConnectWise ScreenConnect automatically removes the client from the remote computer at the end of the session, ensuring the end user’s security. 

[Learn more about secure remote access.]

We found it particularly helpful that ConnectWise has a dedicated Trust Center portal that offers detailed product security guides, expert tips and transparent bulletins with disclosure of any potential vulnerabilities and the steps to address them. By gathering all the relevant resources in one hub, ConnectWise ScreenConnect makes it even easier for users to reduce security risks.

Integrations

ConnectWise ScreenConnect integrates with more than 100 third-party applications, which is a highly competitive amount in this industry. You can select the integration you need easily from the ConnectWise Extension Marketplace. Some of the rarer integrations include solutions for language localization, guest hosting, session tagging and message auto-response. ConnectWise ScreenConnect can also integrate with third-party survey applications, help desk solutions like Zendesk and Freshdesk, chat apps and Microsoft Outlook. 

ConnectWise ScreenConnect can be integrated with other ConnectWise products easily, including customer satisfaction and remote monitoring solutions, providing a more comprehensive service. Users on the Premium plan can also access advanced reporting and diagnostics extensions as well as ConnectWise View, the browser-enabled mobile livestream session solution.

ConnectWise ScreenConnect Pricing

ConnectWise ScreenConnect offers three paid remote support plans (One, Standard and Premium) that are based on the number of concurrent sessions you want to allow. There is also an agent-based Access plan that comes with unrestricted technician licenses and unlimited concurrent sessions. This package starts at $31 per month (billed annually) for 25 unattended access agents.

For businesses that are starting out, ConnectWise ScreenConnect also offers a remote access-only free plan, limited to a single license, three agents and one concurrent session.

For this review, we’ve focused on paid plans only. All prices below are applicable when billed annually.

One (single license only)

Price: $28 per month (one session limit)

Features: 10 unattended access agents, one session per technician, remote meetings, in-session chat, branding and customization, file transfer, multimonitor support, remote printing, mobile support, session grouping

Standard

Price: $43 per month per concurrent session

Features: Everything in One, plus up to three concurrent sessions, unlimited unattended access agents, backstage host commands, Wake-on-LAN, VoIP audio for meetings and support sessions, sound capture, shared toolbox, iOS and Android mobile guest access support

Premium

Price: $53 per month per concurrent session

Features: Everything in Standard, plus up to 10 concurrent sessions, video auditing, advanced backstage endpoint management, custom reports, premium extensions, advanced diagnostics, ConnectWise View

We like that ConnectWise ScreenConnect offers both monthly and annual pricing, as some competitors require you to pay annually for all plans. The vendor also offers a 14-day free trial, which is common.

Implementation and Onboarding

In our investigation, we found that implementing ConnectWise ScreenConnect can take a little longer than it does with some competitors. The customizable software is comprehensive and installation, while not terribly difficult, may take some time as a result.

To get started, you create user accounts and role-based permissions. You can also connect with more than 100 integrations and extensions. You and your team members can install the software in multiple ways: You can send a link, copy a URL or download the installer package. Once it’s installed, you can invite guests (end users) to a session by code, email, hyperlink or calendar invitation.

ConnectWise ScreenConnect provides a variety of getting-started guides that can help with the implementation process. Additionally, the vendor offers premium implementation and post-implementation services, including custom setup and ongoing consulting, with prices available on request. 

ConnectWise ScreenConnect offers advanced security features, including role-based access. Source: ConnectWise ScreenConnect.

Customer Service

ConnectWise ScreenConnect provides webinars, live demos, workshops, blogs, e-books, case studies, community forums, video tutorials and a ConnectWise University knowledge hub to help users master all of the software’s features. There is also a downloadable chat feature and a customer support line, so you can speak directly with a ConnectWise representative if you want one-on-one assistance. ConnectWise’s live chat technical support is available 24/7 and you can submit a ticket straight from the app.

Considering that ConnectWise ScreenConnect has a steeper learning curve when compared to some rivals, quick and efficient support is particularly important. When we contacted the vendor’s support team, the agent responded promptly and was able to competently answer all of our questions.

The vendor also offers a premium, custom-priced support option that includes platform health checks, weekend support, prioritized case resolution and a dedicated senior engineer.

Limitations

ConnectWise ScreenConnect has several advanced features that make it a great choice, but you should note a few disadvantages before signing up. For example, because it offers such comprehensive connection capabilities, ConnectWise ScreenConnect may have a longer installation process and a steeper learning curve than some of the other companies we reviewed. You will likely want an IT person or another tech-savvy member of your team to help with the implementation process. If you’re looking for software with easy installation, read our RemotePC review and our Zoho Assist review.

Another potential downside we found is that ConnectWise ScreenConnect tiers its features for each plan, specifically with communication functions like host chat, sound capture and VoIP. You won’t get those tools on the company’s lowest package. The same applies to using the ConnectWise View mobile camera-enabled troubleshooting sessions. That feature is available only on the Premium plan. While this isn’t a dealbreaker, keep it in mind if you intend to use ConnectWise ScreenConnect for its communication and collaboration features. If that’s the case, you will need one of the advanced plans, which will cost more.

Methodology

We spent countless hours researching and analyzing remote PC access systems to identify the top solutions on the market. We conducted an in-depth evaluation of ConnectWise ScreenConnect that included a trial to assess the product’s functionality, correspondence with the customer support team and a look at numerous tutorials, webinars and support materials. As part of our review process, we closely examined ConnectWise ScreenConnect’s features, pricing, integrations, usability, security and customer service. When looking for the best remote troubleshooting solution, we prioritized features like remote support, security, usability, compatibility, integrations and customer support.

Bottom Line

We recommend ConnectWise ScreenConnect for …

• Businesses that want to offer both remote access and in-depth remote support and troubleshooting.
• Companies that want to be able to customize their remote PC access solution.
• Teams with advanced technical knowledge or expertise.

We don’t recommend ConnectWise ScreenConnect for …

• Users looking for a quick and straightforward installation process.
• Businesses whose customers primarily need mobile device support.