ConnectWise fails to connect: Customers down and out in the EU

Updated Software management and automation service ConnectWise has gone for a liedown this morning for many users in the UK in what seems to be an EU-wide issue.

We've been contacted by several customers unable to log in or receiving the message "Company not known".

One company told us it manages its helpdesk using ConnectWise and has been forced to use an online Excel spreadsheet on Microsoft Teams to log calls instead of relying on ConnectWise's service.

That traditional home of the frustrated, Twitter, is filling up with the wails of irritated customers. Live chat is not working and most customers have taken to the phone to seek answers. The most recent posts claim their support numbers are in the 80s.

Looks like there is a bigger problem that needs to be looked into urgently, we're all getting 'Company not found' when attempting to login. Currently position 80 in the support chat, so a wider issue!

— Netflo IT (@NetfloIT) May 3, 2019

Its understood ConnectWise's cloud control ops team was performing "routine maintenance" until about six hours ago, though it is unclear if the problem is connected to this.

A fresh thread popped up on Reddit about an hour ago which quotes from a support chat: "We are currently experiencing and working on a cloud incident with the EU cloud. I do apologize for the inconvenience..."

There is no official response from the company or anything on its website. We'll update this story when we hear back from them.

Let us know, to the usual address, if you’re having problems. ®

Updated to add at 11:02 UTC

ConnectWise customer support has told us:

"Unfortunately, all EU cloud partners are down, and we don't have an eta or [any further] info at this time."

Updated to add at 12:04 UTC

ConnectWise has promised a fix by 12.00 EST. It has even provided a webpage to check for systems' status.

As a poster on Reddit put it: "For a company that provide service desk software, they don't really know how to service-desk..."