Im using a labtech hosted instance, the one you pay LT a monthly fee and they run on an AWS EC2 VM.
The instance comes with ScreenConnect integration, and thats what I have been using for remote control.
Originally, about 2 years ago when I started using LT, I expressed concerns over privacy so LT support advised me to change a setting on the ScreenConnect admin interface so the endpoint would get a "Request for Consent" every time a tech would try to remote in.
I have a particular customer that handle inventions, patents and other intellectual property on their PCs and they specifically requested that nobody has the ability to perform remote sessions unless each user grants permissions on case by case basis.
All the way to ScreenConnect 5.5 all that was good.
Turns out that labtech rolled out the 5.6 about two weeks ago and now the "request for consent" is gone.
The setting is still there, with the same documentation and the same description, but when you set it it works this way:
- User gets "request for consent" on the remote PC, the first time (first time after ScreenConnect tray app is installed on the target PC), and then it never get it again. Basically the support tech can connect, disconnect and connect again without permission every single time.
Labtech support has been giving me a run for two weeks, first they seems not to know the problem, later they check if this is a misconfiguration, later they implied I changed some setting, and eventually the say this is "by design", and later they finally said that on 5.6 the functionality changed because "many customers asked for it"
Im trying to figure out which customer would like to explain to their end users that the techs can now connect without permission, day or night, on their business PCs (those PCs from Lawyers, accountants, doctors, etc), that has tons of private information.
My Account Manager at LT told me this morning, the CTO say that this change was on purpose, and that if I want to have request for consent then the user needs to log out and log back in on their PC after each remote session!!!!!
I smell that LT made a huge mistake, and instead of taking ownership and fix it, they are buying time blaming customers.
I know is a ScreenConnect issue and not a LT integration issue, because I also own a ScreenConnect license in premise, that I use for supporting customers with no contract, and it is the same,, 5.5 works with request for consent every time, and as soon as I move to 5.6 the request for consent breaks.
I asked LT for solutions, they told me this is the way it is now and thats it, I asked them to roll back MY screenconnect hosted version to 5.5, I dont get an answer. I asked them to ask direct questions about the reasoning behind this to their CTO, they run around and give me excuses.
What you guys think on all this? have you experience similar issues?
How can I trust LT?, they can come and change any functionality that you already have deployed with your customers and then take no responsibility about it.