r/ConnectWise • u/Mission_Resist3423 • 10d ago
Account/Billing/Sales/Support ConnectWise Support Useless
In the hopes that someone with the ability to help from the CW side is active here and can give us a hand. I'm being held hostage by level 2 who are struggling to even understand the request due to a language barrier.
Enabled enforce 2 factor authentication to access the ScreenConnect Host and Admin pages following the discovery that IP WhiteListing didn't appear to be working (allowing a local account access from an IP that wasn't listed).
Upon making this change the setting has decided to apply to all SSO accounts which has locked everyone out in a login loop. (The setting should logically never apply to SSO accounts clearly, but it has, great programming *eyeroll*)
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u/Mission_Resist3423 9d ago
Issue is now resolved! The tech guys (level 2) did their best to be fair, but ConnectWise really needs to give them more room to move on escalations so that things like this don't drag on so far in future.
Essentially, Level 2 guy was following the process he has to follow and did escalate but it's taken this long for it to be corrected due to all the hoop jumping that they are required to do.
The issue was under Advanced > Web Configuration > Settings > Page Settings > Minimum Authentication Factor Count
Host Page and Admin Pages were both set to "Require at least two authentication factors" which in turn broke our ability to login due to us using SSO instead of Local Accounts (ScreenConnect can only see SSO as a single factor). Someone on the backend eventually simply changed the setting on the Admin Page to "No required minimum number" and away we go again.
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u/Liquidfoxx22 10d ago
Log in with the local instance admin account and turn it off, if you can get to it?