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#1 Posted : Wednesday, December 17, 2014 2:29:42 PM(UTC)

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Unattended machine has dropped off line and the Program Files\ScreenConnect(xxxxx) directory had no content although it was still listed as an installed program.

Here is what we’ve found in relation to our deployment.

* Deployed ScreenConnect through silent install via Microsoft Intune

* Intune is an endpoint management service we use to provide management for our clients devices.

* Including endpoint virus/malware/data/file/device protection.

* Installation via Intune works very well and each new device connects Seamlessly

* Upgrading each client went well, then followed by what appeared to uninstalling the client and going off-line.

Intune was looking at the files as suspicious, which then quarantined and made them appear hidden – just like system files are hidden from regular file explorer view. Therefore we worked with the team to find a way to allow the files, there was an update to Intune to not treat these files(ScreenConnect) as suspicious. Which allowed us to install the prior version of ScreenConnect, then run the upgrade with no problem on the remaining devices. Also repeating this process with uninstalling then installing the previous version and upgrading went smoothly thereafter.

Therefore we let Intune remove the software from the devices not connecting to start fresh and install the latest ScreenConnect version. Once this was completed, all have been connected with no problems, even though running ‘re-install’ command, server reboots…etc. Now we believe the problem is remedied and will help other users with this same type of setup with Intune.
ScreenConnect Team

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