ScreenConnect Review

ScreenConnect, formerly ConnerctWise Control, is a remote support and remote access platform designed to help businesses streamline their IT support and troubleshooting processes. It offers three primary modules: Remote Support, Remote Access, and Privileged Access, each tailored to different business needs.

The Remote Support module enables technicians to connect with end-users for quick troubleshooting and issue resolution, while Remote Access allows users to connect to their systems from anywhere, ensuring seamless remote work experiences. The Privileged Access module ensures that only authorized users can access sensitive systems and data, providing an added layer of security.

ScreenConnect is versatile in its deployment options, offering both SaaS (Software-as-a-Service) and on-premises deployment methods, depending on the organization’s preferences and requirements. The platform has its own methodology, which sets up a virtual space. It blends the methods commonly used by VMs with those of video conferencing. Think of this as being the screen sharing function in Zoom or Teams.

The SaaS deployment ensures ease of use with cloud-based access, while the on-premises option offers greater control and security for businesses with specific infrastructure needs or compliance concerns.

The ScreenConnect brand was originally independent but was acquired by ConnectWise in 2015. ConnectWise renamed and rebranded the platform to ConnectWise Control in 2017. However, in 2023, the parent company reversed this decision, restoring the ScreenConnect label and making the platform a related and compatible product rather than a ConnectWise product.

In this review, we will explore the features, pricing, and benefits of ScreenConnect, helping you determine if this remote support solution is the right fit for your business.

ScreenConnect Remote Access

ScreenConnect Remote Access is the foundational unit of the entire ScreenConnect business. It’s purpose is to provide remote workers with access to office computers. ScreenConnect builds on this remote desktop viewer in the construction of its Remote Support product.

This tool is designed for persistent remote access to systems or devices. It is ideal for IT teams, MSPs (Managed Service Providers), or organizations that need regular, continuous access to remote machines for system administration, maintenance, or monitoring. ScreenConnect Remote Access is often used for managing devices that require ongoing access, like servers, computers, and other endpoints. The tool allows users to set up unattended remote access to devices, meaning they can connect at any time without the user being present.

Three important features contribute to the usability of Screen Connect Remote Access:

• Agent Deployer
• Bridge Connectivity
• Backstage

These utilities are explained below.

Agent Deployer

The Agent Deployer feature of ScreenConnect Remote Access simplifies the process of setting up remote access to multiple devices. This feature allows users to deploy agents (the small software components that enable remote access) across numerous endpoints in an automated fashion. It is especially useful for IT administrators who need to deploy agents to a large number of devices quickly and without manual intervention.

With the Agent Deployer, users can customize the deployment settings for each device, ensuring that the correct version of the agent is installed with the desired configurations. This helps streamline the initial setup of remote access across different operating systems, such as Windows, macOS, and Linux.

The ability to deploy agents efficiently reduces setup time, minimizes errors, and ensures consistency across devices, making it ideal for businesses with large networks or distributed teams. Once the agent is deployed, IT staff can easily access and manage those devices remotely, helping to resolve issues faster and more effectively. This feature also supports automation, so users can schedule deployments and push out updates or patches to multiple endpoints at once, improving overall system maintenance and management.

Bridge Connectivity

The Bridge Connectivity feature of ScreenConnect Remote Access enhances the flexibility and connectivity options of remote access, particularly for devices behind firewalls, NATs (Network Address Translation), or other network obstacles. This feature enables remote connections to devices that may otherwise be inaccessible due to network restrictions or security configurations.

When a device is placed behind a firewall or a NAT, it can be difficult for external systems to establish a direct remote connection due to the network’s address translation or firewall settings. The Bridge Connectivity feature solves this problem by acting as an intermediary, allowing the remote access tool to establish a secure connection even when the device is located in a private network or protected by strict security rules.

This feature facilitates seamless remote access to devices, regardless of their location or network configuration. It automatically detects and navigates around network obstacles like NAT or firewall rules, ensuring that IT support teams can connect to endpoints in even the most challenging environments. By leveraging the Bridge Connectivity feature, users can improve the reliability and consistency of remote sessions, reducing connection issues and improving troubleshooting efficiency for devices spread across different network setups.

Ultimately, Bridge Connectivity ensures that organizations can maintain reliable and secure remote access to devices, even when traditional direct connections are not possible.

Backstage

The Backstage feature of ScreenConnect Remote Access provides administrators and support technicians with an intuitive and centralized management interface for monitoring and controlling remote sessions. It acts as the central hub where all active remote sessions, devices, and user activities are tracked, giving support teams a comprehensive view of their ongoing work.

With Backstage, administrators can efficiently manage all remote access operations, from launching and monitoring sessions to performing administrative tasks. The interface allows technicians to quickly identify which devices are online, view session status, and organize their workflow through session grouping. This feature also enhances the team’s ability to handle multiple sessions simultaneously, allowing for better prioritization and resource allocation during remote support tasks.

Additionally, Backstage supports advanced administrative functionalities, such as customizing session behaviors, setting up automated triggers, and managing user permissions. It enables seamless collaboration among technicians, as team members can share session information and resources without switching between different interfaces. The Backstage feature also integrates with the system’s security protocols, ensuring that access and actions are tightly controlled and auditable, protecting both sensitive data and user privacy.

In essence, Backstage optimizes remote access management by providing a holistic view of all remote sessions and system activities, improving the overall efficiency, security, and collaboration within support teams.

Notable features

Here are some of the most important features of the ScreenConnect Remote Access tool:

• Cross-Platform Support: Access devices anytime, anywhere, with support for Windows, macOS, Linux, and select mobile platforms, ensuring flexibility across various operating systems.
• Custom Scripting and Automation: Streamline workflows with dynamic session grouping, custom scripts, and automated triggers that help technicians manage remote connections efficiently.
• Advanced Security: Protect sessions with AES-256 encryption, multi-factor authentication, Single Sign-On (SSO), SAML integrations, and compliance with SOC2 and FIPS, ensuring a secure connection and meeting industry security standards.
• Granular Permissions: Use role-based security architecture to assign precise access levels for users and technicians, enabling flexible management of permissions.
• Extensive Extension Library: Enhance the core product with free extensions that add functionality, allowing for customization without unnecessary feature bloat.
• Unlimited Technicians, Pay-per-Endpoint: Scale the support team cost-effectively by paying based on the number of endpoints, not technicians, allowing for more cost-efficient expansion.
• Personal and Shared Toolboxes: Simplify repetitive tasks by saving one-click commands in personal or shared toolboxes, boosting team efficiency.
• Backstage Management: A central hub for tracking remote sessions, devices, and user activities, enhancing real-time session monitoring and management for admins and technicians.
• Agent Deployer: Automate the installation and deployment of remote access agents across multiple devices, simplifying the setup process for remote monitoring.

These features make ScreenConnect Remote Access a reliable and customizable remote support solution.

ScreenConnect products selection

While Remote Access provides continuous, unattended access for ongoing management of devices, Remote Support is designed for temporary, on-demand connections used for troubleshooting or resolving issues. Both tools are highly secure and customizable, but the choice between them depends on whether you need persistent management or one-time support sessions.

ScreenConnect Remote Support

The Remote Support service is actually a package of modules rather than a single product. The deal includes the Remote Access product, which provides technicians with a view on the remote device.

ScreenConnect Remote Support is the main product of the ScreenConnect stable, It enables IT professionals and support teams to remotely troubleshoot and resolve issues for users. It provides secure, fast, and reliable access to endpoints, allowing technicians to connect to devices, share screens, and perform necessary repairs or configurations.

How does ScreenConnect Remote Support operate?

ScreenConnect Remote Support works by allowing technicians to remotely access and control a user’s device in real time to troubleshoot and resolve issues. Here’s how it works:

1. Initiating a Session: A technician invites a user to join a remote session, either by sending a link or providing a session code. The user clicks on the link or enters the code to establish the connection.
2. Establishing the Connection: Once the user accepts the session, ScreenConnect creates a secure, encrypted connection between the technician’s device and the user’s device. The technician gains remote access to the user’s system, which can be a computer, server, or even a mobile device.
3. Interacting with the Device: The technician can view the user’s screen, control the device, and perform necessary troubleshooting actions, such as installing software, fixing errors, or transferring files. ScreenConnect supports multiple remote sessions simultaneously, so technicians can manage several users at once.
4. Session Management: During the session, technicians can record the session for future reference, pause or end the session, or hand over control to the user if needed. The solution offers customizable permissions for access, ensuring technicians have control over what they can or cannot do during each session.
5. Security: Throughout the process, ScreenConnect maintains strong security protocols, including end-to-end encryption, to safeguard the remote access sessions from unauthorized access or data breaches.

Compatibility

ScreenConnect offers flexible deployment options for system hosting, with both cloud-based (SaaS) and on-premises hosting available.

1. Cloud-Based (SaaS) Hosting: When hosted in the cloud, ScreenConnect is provided as a Software-as-a-Service (SaaS) solution, meaning the hosting, maintenance, and updates are managed by ScreenConnect itself. This option provides quick setup with minimal overhead, allowing businesses to access the software without worrying about infrastructure management. All remote support sessions are hosted and run from the cloud, making it accessible from anywhere with an internet connection.
2. On-Premises Hosting: For businesses that require full control over their infrastructure or have stringent security or compliance requirements, ScreenConnect offers an on-premises option. This means the software is installed and hosted on the company’s own servers, with data and sessions managed internally. On-premises hosting offers more control over data storage and session security but requires additional setup and ongoing management.

As for remote device operating systems, ScreenConnect supports a wide range of platforms, including:

• Windows (desktops and servers)
• macOS (desktops and laptops)
• Linux (various distributions, including Ubuntu and CentOS)
• iOS (mobile devices)
• Android (mobile devices)

This broad support ensures that IT technicians and support teams can provide remote assistance across a variety of devices, regardless of the operating system in use, streamlining troubleshooting and enhancing the user support experience.

Notable features

Here are some of the most important features of the ScreenConnect Remote Support platform:

• Remote Control: Provides full access to users’ desktops or mobile devices, allowing technicians to perform troubleshooting, install software, or configure systems remotely.
• Multi-Session Handling: Technicians can manage multiple remote support sessions simultaneously, streamlining their workflow and enabling them to assist multiple users at once.
• File Transfer: Facilitates the transfer of files between the technician and the remote device, enabling quick access to necessary files and seamless support.
• Session Recording: Enables technicians to record remote sessions for auditing, training, or troubleshooting purposes, ensuring a comprehensive history of support interactions.
• Customizable Permissions: Technicians can set specific access levels for each remote session, controlling what actions can be performed by the user and technician.
• Session Rebranding: Allows businesses to customize the look and feel of the software, including logo and session interface, to align with their brand.
• Web-Based Interface: Access and control remote devices directly through any web browser, offering convenience and eliminating the need for additional software installations.
• Customizable Access: Set up user and technician roles, and tailor support settings to meet specific business needs, ensuring the right level of access for each session.

These features make ScreenConnect Remote Support an effective tool for remote troubleshooting and maintenance.

Remote Support system security

ScreenConnect Remote Support ensures access and session security through the following features:

• End-to-End Encryption: All communication between the technician and the remote device is encrypted using industry-standard protocols (AES 256-bit encryption). This prevents unauthorized access and ensures that sensitive information exchanged during remote sessions is secure.
• Two-Factor Authentication (2FA): ScreenConnect offers two-factor authentication for both technician and user access. This additional layer of security helps prevent unauthorized users from accessing the system, providing an extra safeguard for both on-premises and cloud-based deployments.
• Granular Access Control: Admins can define user roles and permissions, giving them full control over who can access the system, what actions they can perform, and what areas they can access. This limits the potential for internal threats and reduces the risk of accidental or malicious actions.
• Session Timeout and Auto-Logout: To prevent unauthorized use in case of idle sessions, ScreenConnect can be configured to automatically terminate or lock a session after a set period of inactivity. This helps protect unattended sessions from unauthorized access.
• Secure File Transfer: ScreenConnect includes a secure file transfer feature with encryption, ensuring that files shared between technicians and end-users are protected during the process.
• Session Recording with Restricted Access: Session recordings are encrypted and can be stored securely. Only authorized users can access these recordings, and they are useful for auditing and compliance purposes.
• Customizable Security Policies: ScreenConnect allows administrators to enforce company-specific security policies, such as IP address restrictions or geo-fencing, to further enhance security and control remote access based on location or network environment.

With these advanced security features, ScreenConnect ensures that remote support sessions are carried out with the highest level of data protection and privacy for both technicians and end-users.

ScreenConnect Remote Support target market

ScreenConnect Remote Support is an ideal solution for businesses and professionals who need to offer remote technical assistance, troubleshoot issues, or provide IT support without being physically present. It is highly valuable for organizations in various industries that need secure and efficient remote access for both IT teams and end-users. Here are some use case examples:

• Managed Service Providers (MSPs): MSPs can use ScreenConnect to provide remote support to clients’ IT systems and devices. This enables them to perform quick diagnostics, resolve issues, and even perform system maintenance without requiring onsite visits. For example, an MSP could troubleshoot and resolve server issues for a client remotely, saving both time and money.
• IT Support Teams: In large organizations, IT support teams use ScreenConnect to manage and fix technical problems on employee devices, servers, and workstations. This tool allows IT staff to remotely access and fix issues, such as software malfunctions or network connectivity problems, without needing to visit each user’s location. For instance, an employee who is experiencing slow computer performance can get support while continuing to work from their office or home.
• Customer Support Teams: Companies offering tech products or services can use ScreenConnect to offer remote troubleshooting to customers. This is particularly useful for software vendors, where customer support teams can guide users through complex product setups or help with installation and configuration issues. By remotely accessing the customer’s machine, support representatives can quickly identify and fix problems.
• Healthcare IT Services: Healthcare organizations can use ScreenConnect to maintain and troubleshoot medical devices, software, and systems remotely. This is crucial in healthcare settings where downtime or errors can impact patient care. For instance, a healthcare IT technician can remotely resolve issues with medical software or connected devices to ensure continuous service delivery.
• Remote Workers and Telecommuters: ScreenConnect is essential for businesses with remote workforces. Employees working from home or satellite offices can rely on remote support teams to resolve issues without having to wait for IT staff to visit their location. If a remote worker encounters software problems or connectivity issues, IT support can quickly resolve them, keeping productivity intact.

ScreenConnect’s flexibility and security make it suitable for a broad range of industries, helping businesses provide efficient, scalable, and cost-effective remote support to their clients and employees.

ScreenConnect Privileged Access

ScreenConnect Privileged Access is a specialized solution designed to secure and manage privileged access to critical systems and data within an organization. It provides an essential layer of security for businesses by controlling, monitoring, and auditing access to sensitive resources, ensuring that only authorized individuals can interact with high-privilege accounts or perform administrative tasks.

ScreenConnect Privileged Access also offers real-time threat detection with instant VirusTotal file validation, enabling the system to identify potential threats as soon as files are accessed or transferred, ensuring proactive security.

The automated elevation management feature allows businesses to create customizable rules for automatically approving, elevating, or denying access requests based on predefined criteria, streamlining access management while maintaining control.

The solution supports flexible access policies, providing dynamic zero-trust policies tailored to specific user roles, which ensures that access is granted only when absolutely necessary, significantly reducing the risk of unauthorized or malicious actions. These features enhance overall security and simplify the management of privileged access within an organization.

Notable features

We compiled a list of the best attributes of ScreenConnect Privileged Access:

• Role-Based Access Control (RBAC): Admins can assign specific roles and permissions to users, ensuring that only those with the appropriate level of access can perform high-privilege tasks, reducing the risk of unauthorized activities.
• Audit Trails: The system automatically records and logs every session and activity, providing full visibility into privileged access actions. This is critical for compliance requirements and helps identify any security vulnerabilities or misuse of privileges.
• Session Management: It includes powerful session controls that allow IT admins to monitor and manage privileged sessions in real-time, offering tools for pausing, terminating, or escalating sessions as needed.
• Multi-Factor Authentication (MFA): Ensures an additional layer of security by requiring multi-factor authentication for accessing privileged accounts, protecting against unauthorized access and potential breaches.
• Integration with Other Security Solutions: ScreenConnect Privileged Access integrates with existing security systems such as SIEM tools, facilitating centralized monitoring, threat detection, and response.
• Secure Remote Access: Admins can access critical systems remotely, without compromising security, using ScreenConnect’s robust encryption and secure authentication methods.

By using ScreenConnect Privileged Access, organizations can ensure tight control over high-privilege accounts, enhance security, and maintain compliance with industry standards. This solution is ideal for enterprises looking to protect sensitive data from internal and external threats while simplifying access management and auditing.

ScreenConnect Pricing

ScreenConnect Remote Access is charged for at a single subscription rate that covers multiple technicians. The charge rate reduces with larger numbers of licenses. There is a minimum agent requirement of 25 users. The rates are:

• For 25 licenses: $39 per month or $372 per year.
• For 50 licenses: $69 per month or $660 per year.
• For 100 licenses: $129 per month or $1,236 per year.
• For 1,000 licenses: $775 per month or $7,428 per year.

There are also price points for 250, 500, and 750 license bundles.

The Remote Support service of ScreenConnect is charged for on a subscription basis with a rate per month and per year. There are three plan levels available. These are:

• One – for a single computer supporting a small number of users: $36 per month or $336 per year.
• Standard – for small support teams (charged per concurrent technician): $56 per month or $516 per year.
• Premium – for large support teams (charged per concurrent tecnicians): $66 per month or $636 per year.

ScreenConnect doesn’t publish prices for the Privileged Access service.

You can try both Remote Access and Remote Support with a 14-day free trial.

ScreenConnect Considerations

The SCreenConnect brand is evolving. Starting as an independent provider of remote access tools, the brand merged into the much larger ConnectWise brand and has now recovered its independence along with the support of ConnectWise.