ConnectWise/ScreenConnect not opening session

Hello,

Does the ScreenConnect server is hosted on the cloud our in-house?

Do you have the RDM ScreenConnect Extension 1.9 installed on your computer?

Best regards,

We are hosting the ScreenConnect.

Do you mean installed on the ScreenConnect server? If so, yes, 1.9 is installed and active. I have tried restarting both the server and my machine.

Hello,

The extension needs to be installed on your computer as well. Is it the case?

Best regards,

What would it be named? I do not see one labelled ScreenConnect or ConnectWise in the Add-On Manager.

Thanks.

Hello,

Sorry, but I don't understand your question. Could you elaborate please.

Best regards,

Perhaps I misunderstood you. Where would I find RDM ScreenConnect Extension 1.9 to install on my PC, and when did it become necessary? I have used this setup for quite some time without any issues.

Thanks

Hello,

Sorry for the confusion.

Indeed, the screenconnect extension should only be installed on the server. Let me verify a few things with our engineering department and I will get back to you.

Best regards,

Hello,

I had a chat with our engineering department and it's not possible for us to test ScreenConnect 6.4 for the moment.

We are waiting new keys from ScreenConnect to get our server back and running again. We have contacted them and we are waiting from their reponse.

We will keep you updated.

Best regards,

Thank you.

Hello,

Sorry about the long delay, we've been in discussion with the ConnectWise team to help us get back to having our extension published on their extension store. Version 2.0 of the extension is now live on the extension store. It will require an update of RDM to 13.0.9.0 since the extension's ID has changed.
As for your issue though, I've been unable to reproduce it. We can only test on the latest stable version which is 6.4.15787.6556. Maybe it was an issue with your specific version? Either way I'd like you to try version 2.0 of the add-on when we release the next RDM beta to see if it still occurs.

Regards,

Thank you. I'll give that a try when it releases. I did go ahead and install 2.0 of the extension. In case it helps you guys any, I now get a message that says, "Server connected successfully but unable to retrieve server information."

You will need 13.0.9.0 or later of RDM so the extension works properly, it will always fail with that error due to the extension's ID change in 13.0.8.0 or before.
There are a lot of changes we have to pass through QA so the new version isn't out yet.

Regards,

I have installed 13.0.12.0, and the issue still exists. However, the software also has another issue when trying to open the properties of a connection. I now get SQLite errors. The properties pane will still open after clicking OK. Once into the settings, I can tell that the connection to the server is valid. Group name loads, but Sessions name is blank.

Thanks,

Adam

Hello Adam,

Could you check in Help > Application Logs to see if there's any logs from the time you tried to fetch the sessions from Connectwise? Same with logs regarding SQLite?
I'd like you to send us these logs, you can press Send To Support in the "report" tab of the application logs.

And a question regarding your Connectwise server, are the sessions in custom groups, or is there a 2FA setup on the server? I'm trying to see if there's maybe a server configuration we might need to reproduce the issue on our instance.

Regards,

The groups are just manually created groups in the ConnectWise interface.

I did a Send to Support, but the logs that were listed in the report did not include the errors for ConnectWise. I have included them below.




System.NullReferenceException: Object reference not set to an instance of an object.
at Devolutions.RemoteDesktopManager.Business.Helpers.ScreenConnect.ScreenConnectHelper.cd5d880990aa4cf097ca9f03ddcb61a89(ScreenConnectServer c0cae1b27c6e44be9852157791ae9c89f, ScreenConnectConnection cf04bab3894f239123114fed07e55e1a8, String c1f84c15280e78c75de8442ba37e24d18)
at Devolutions.RemoteDesktopManager.Business.Helpers.ScreenConnect.ScreenConnectHelper.c40c86c3cb70c9988d84f3a9bb75deeae(ScreenConnectServer c0cae1b27c6e44be9852157791ae9c89f, ScreenConnectConnection cf04bab3894f239123114fed07e55e1a8, ScreenConnectVersion ced5b598e53bc266193b6424cc0381b01)
at Devolutions.RemoteDesktopManager.Business.Helpers.ScreenConnect.ScreenConnectHelper.StartClient(ScreenConnectConnection config, ScreenConnectVersion screenConnectVersion, ScreenConnectServer screenConnectServer)

at Devolutions.RemoteDesktopManager.Business.Connectors.ScreenConnectConnector.Connect(Connection connection, OpenConnectionMode openConnectionMode)


System.Net.WebException: The remote server returned an error: (500) Internal Server Error.
at System.Net.HttpWebRequest.GetResponse()
at Devolutions.RemoteDesktopManager.Business.Helpers.ScreenConnect.ScreenConnectHelper.c806ca9c37977f2694ab50d9983cf9406(Uri c5037b87218d33968ed5997f1e6129673, String ce3fdffbfdaf778b0b6e1bed746c5e5f0, String c5f4fb67d45af188491bb0f4d5eff06d8)


GetServerResponse uri=http://support.mus.local/ url=App_Extensions/1b088c99-69bd-43e6-8176-14a3a9af0552/Service.ashx/GetHostSessionInfo requestBody=["All Sessions"]

Hello,

Unfortunately I wasn't able to reproduce the issue. It looks like the server refuses to let the request to fetch the sessions go through. I added some logging to the code that might help me understand what's happening and see if I can do anything. This will be available in the next beta version of RDM.
To enable the logging, you will have to go in Help > Profiler, go in the debug tab and set the level to 1. Keeping this window open, try to open the Connectwise entry. There should be logs outputted in that window, if anything wrong happens. I'd like you to send me these logs, either here or through a private message.

Also, I would like to know a few things:
- Do you have any other extensions installed on your Connectwise server instance?
- Do you remember if the Connectwise entries stopped working after an RDM update or a Connectwise server update?

Since I can't connect to your server to test and I can't reproduce it using our own instance, I'm unsure where the issue could lie... I feel like there's a setting on the server or something similar that might interfere with fetching the sessions, but not the groups. :(

Regards,

The current version of RDM is 13.0.6.0. The Screen Connect (Connectwise Control) integration requires RDM 13.0.9.0 which is later than the currently available RDM. How are we meant to get a version of RDM that works with the currently available CW/SC Extension and the current version of ScreenConnect/Connectwise Control?

Hello,

The changes to the ConnectWise Control integration are currently only available in the RDM beta version, which can be found on our site here: https://remotedesktopmanager.com/home/download
The current beta is RDM 13.0.14.0.

Regards,

Here is the log. We do have other extensions installed. We installed an update to ConnectWise around the same time that an RDM update came out. So, it's hard for me to say which one caused the problem.

Double click triggered
Double click node: (I've removed the session name)
ScreenConnectHelper: ScreenConnect/6.4.15361.6527-1612743572 Microsoft-HTTPAPI/2.0
ScreenConnectHelper: 6.4.15361.6527
ScreenConnectHelper: Response is null
ScreenConnectHelper: StartClientViaCollectionV5: sessions is null

Thank you for the logs Adam. I'm not sure what's causing the issue but it might be linked to the other installed extensions. Could you tell me what they are? We'll see if we can reproduce the issue with them installed on our instance.

Regards,

Command Toolbox - V 1.46.1
Extension Developer - V 1.0.105
Guest Full Installer Builder - V 1.0.101
List Published Sessions - V 1.4
My New Extension (from Hello World Sample) - V 1.0
Remote Desktop Manager Extension - V 2.0
***Remote Desktop Manager Extension - V 1.9*** This is disabled.

I am having this same issue. I can see the group names, but I cannot see a list of session names. When I select "always prompt for session name" and then try to start the session, nothing happens.

Hello,

Could you tell us what the server version of Connectwise you're using as well as the version of the RDM extension?
On Connectwise Control 6.9 and RDM extension 2.3 everything works fine on our setup.

Regards,

Screen connect version: 6.5.16479.6613
RDM extension: 2.3

Hello,

Do you have any other extensions installed on the Connectwise server? This may affect how sessions are fetched and cause issues with RDM's extension.

And is it possible for you to update your Connectwise server to 6.9 as a test to see if this works? From what I can tell this may be an issue that occured between versions 6.4 and 6.6 of Connectwise control, as they updated their API afterwards.

Regards,