ConnectWise Automate Hot Fix

2/27/19 - Update:

•  We are working with less than 50 partner servers that still require either the hotfix or patch

•  ConnectWise Account and Product Management are actively calling remaining partners with unpatched servers.

•  More than 5,000 partners have completed the full 2019.2 patch since it was released earlier this month

•  All cloud partner servers have been updated to 2019.2

•  Currently there are no negative support trends related to the 2019.2 release or the hotfixes

•  We have released a utility to the community and our support group that can mass upgrade Automate agents that have not been updated to a fixed version prior to March 8th using active Control agents.

We will continue to update you on progress related to this issue.

2/14/2019 - Update:

•  More than 3,500 partners have completed the full 2019.2 patch since it was released earlier this month

•  Almost all cloud partner servers have been updated to 2019.2

•  We have seen good adoption of hotfixes across all impacted versions since they were released on 2/8/19

•  Currently there are no negative support trends related to the 2019.2 release or the hotfixes

•  New messaging will be sent out today to Automate administrators and primary contacts for partners that are still impacted by this issue

We will continue to message impacted partners until all partners have completed the patch. We are tracking all impacted partner instances and have plans in place to push out hotfixes to those that remain unpatched if required. Our goal is to have all partners’ servers resolved by Friday, 2/22/2019.

2/11/2019 - Update:

•  We have over 750 partners on the full 2019.2 patch since it was released to general availability last Wednesday

•  We will be upgrading all cloud partner instances this week as part of their monthly maintenance window

•  We have seen good adoption of hotfixes across all impacted version since their release last Friday

•  Currently there are no negative support trends related to the 2019.2 release or the hotfixes

If you have not received an email and are running an impacted version listed above, we do not have a valid Automate Administrator email address for your instance. We recommend that you apply one of the resolutions option above for your server as soon as possible. We are tracking all impacted partner instances and have plans in place to contact and push out patches to those that remain unpatched. Our goal is to have all partners servers resolved by Friday, 2/22/2019.

We will continue to use this forum to update you on progress related to this issue.

2/8/2019 - We have been working to solve an issue discovered by the LabTech Geek/MSP Geek Community Administrators, for the past week. We take this issue seriously and have been working to build and test solutions for all impacted versions.

Automate partners on the following versions are affected :

•  Automate 2019.1 [19.0.1]

•  Automate version 12 patch 12 [12.0.12]

•  Automate version 12 patch 11 [12.0.11]

An update must applied to your Automate server that addresses how we handle the transition to our new code signing certificate. Failing to address this issue this month will result in the failure of agent and control center communication.

Next Steps:

•  All Automate cloud partners will be upgraded to 2019.2 next week to resolve this issue.

•  On premise Automate administrators running impacted versions will be receiving emails on Friday (2/08) with options to address this issue.

ConnectWise Manage and Kaseya Integration

2/5/2019 - We worked with Kaseya when the vulnerability was originally identified and we've been working with Kaseya to correct the issue for those MSPs impacted recently. By working closely with the Kaseya team, we determined that MSPs currently being impacted by this vulnerability may have installed the update incorrectly. We are pushing out an update today to ensure the plugin is configured correctly to prevent the previously known vulnerability.

Security is important to us and we always recommend that partners keep systems updated and use the ConnectWise team as a resource. When we provide updates to ConnectWise products, integrations or plugins, we send out emails and in-app messaging to alert MSPs of the update. Partners can learn more about the update by contacting ConnectWise support or by visiting the ConnectWise Marketplace here.