I work for a smaller IT company that manages roughly 800 computers. I use the agent every day to connect into client workstations and computers. The connectivity is spotty at best.
We have put in numerous tickets with labtech addressing the speed of connection as well as the inability to connect to client’s computers half of the time. Luckily we have adapted by having a readily available gotoassist account. We had always had this as a backup solution but never had to use it that much until now.
When addressing the issues with the support team at labtech we were told that the agent “doesn’t play well with sonicwall” and that it was “normal for the redirector to take up to 5 minutes to connect to a client’s computer”. My clients don’t have that amount of time.
Some of our clients host websites off of our servers and have been contacting us regularly since the installation of labtech because their site will be down and their server inaccessible. We have logged in and found that the labtech agent was using either all of the ram or all of the cpu in many cases. Restarting the labtech agent would only fix the issue for about 30 minutes and restarting the server would fix it for about a week. We have had to uninstall the agent from hosting environments in order to keep our customers from moving elsewhere.
We had put an emergency ticket in to try to get this issue resolved. Labtech support tried to contact us once during non-business hours the next day and closed the ticket. Apparently they don’t care that their remote management software performs more like malware than a remote management solution.
I miss using Kaseya. It worked every time and didn’t cause any headaches. All of the techs that I work with now spend more time troubleshooting the remote management software than they do managing clients computers.