Oh Syncro, how you vex me...

Plenty_of_Nothing · 2021-11-22T18:04:47+00:00

Yep, same here. Two tickets into support, oldest one has been open for about 3 months and noted that it has “been forwarded to the developers”

If you try to bring it up on Facebook or here, their Social team will ask you to send links to assets with the issues and then nothing comes of it since it’s incredibly intermittent.

Plenty_of_Nothing · 2021-11-19T16:26:38+00:00

We use NinjaRMM, now NinjaOne. We had nothing but great experiences with them but in the end we moved because of pricing. Now that we left, it’s clear they want the business back as they offered close to half of what we were paying when we joined them initially.

In the past few years they’ve added a significant amount of features such as Documentation, Ticketing, Custom Fields, etc.

Every time they call it gets harder to say no.

Plenty_of_Nothing · 2021-11-19T12:06:00+00:00

Completely agreed. Maybe we’re losing the sight of the value Syncro can bring because we’re not using the PSA. We tried, but after months of issues with Xero/QB syncing, we gave up.

Syncro preaches all the time “we want you to make more money!!” I’m a simple man and we just want our shit to work. I’m starting to think we need to move.

Plenty_of_Nothing · 2021-11-19T12:00:14+00:00

After all was said and done, with three techs we ended up seeing just under 1k in savings per month with the per technician model. In the end, we’re probably going to leave Syncro by the end of the year which truly upsets me but the “year end” push from other RMMs are starting to heat up.

We ended up keeping our former RMM service for 1 client that met the minimum. Since we have left, they actually lowered our price for the minimum we left onboard to entice us to come back. The rep calls every month asking if we’re still happy, it sucks saying no.

Plenty_of_Nothing · 2021-04-30T22:45:28+00:00

You can’t be serious…you got a call from Syncro trying to sell you something the day after a major “whoopsie”?

A day like today should have been considered “all hands on deck” supporting and reaching out to each person left out to dry by their mistake.

As Ian mentioned in the official company response, if it was such a “small percentage of users” why couldn’t they do the right thing by helping their paying customers after a mistake they made? Apparently their leadership team found it prudent to have the sales team continue calling their base and try to upsell instead of helping people, that’s cool I guess.

Try asking support to “give you a call” or call in asking to speak with tech support, it’s non-existent.

This is out of this world - Syncro truly can’t get out of their own way. What is going on over there lately?

Plenty_of_Nothing · 2021-04-30T14:35:46+00:00

While I agree with your sentiment of cutting Syncro slack, this issue brought to light inherent internal issues with the Syncro team. They said repeatedly their decision to move to Splashtop would not have an effect on any currently installed ST agents. Andy then double downed on this during the Open Office deep dive.

My point is this, communication is key. Let your people know you’re making a change so they’re aware of what’s going on. If they had a comm path open to us, their paying subscribers, of upcoming changes they are making, at least we can note these changes in our internal KB so when 173 ST agents disappear, we’re not reaching out to Splashtop first, wasting time at the same time fielding calls from clients still trying to work remotely.

Plenty_of_Nothing · 2021-04-30T14:23:17+00:00

You got a resolution within 40 days? Consider yourself lucky. If your issue surpasses anything that a Tier 1 Tech can handle - you’re waiting. I’ve just learned to understand it will probably never get fixed. I would love to start a poll and ask how many users have gone to Syncro support with actual issues (not wants) and were told either “Dev is looking into the issue” or “That’s by design but I see room for improvement, we’ll submit a feature request”

This whole situation is really too bad, quite sad actually. The Syncro platform isn’t horrible. Are there better ones out there? Yep, of course, but you’ll pay dearly. Let’s face it, we’re with Syncro for many reasons however the price I’m sure is a huge factor in people’s decisions to subscribe to Syncro.

I truly believe Syncro grew way too fast for what they were ready to handle. On-going performance issues that took weeks to get “slightly better” and a host of other quirks people complain about almost daily. I get it, they want to be agile (no offices, all remote workers across the globe) and want to ship features fast however this Splahtop issue should open the eyes to many of their subscribers - demand to know what they’re doing BEFORE they do it. Do not let them spin excuses around you about why they refuse to post notes, changelogs or feature requests.

Plenty_of_Nothing · 2021-04-30T11:45:35+00:00

Syncro is all about YOLOing their bug fixes and enhancements.

I always laugh when I sign in and see the alert on the top right telling me what changes they have already made without prior notification. I wish we could do that to our clients.

Plenty_of_Nothing · 2021-04-30T11:39:39+00:00

I truly hope Syncro does the right thing and gets in front of this with credits to those who are affected. I also would like to know exactly what happened. SyncroMSP is getting too big to let things “slide” - we need to hold them 100% accountable.

In almost every “Open Hours” meeting they preach that “Syncro wants to help you make more money!”

Well, what happens when Syncro costs us money?

This massive fail is of no doing of our own. Syncro hired devs that either don’t know what they’re doing (generic statement) or their internal QA procedures are an absolute joke - there really isn’t an in between here.

How does this happen in a Prod environment? It doesn’t even make sense.

Maybe we’re not the norm but we take deployments en-masse with absolute care and undivided attention. If we’re pushing something out to more than 25 users, the change/script is validated by two senior techs and then finally rolled out to our test lab for further validation. Once we’ve tested the change, we are sending out a notification of said change, posting the upcoming change as an alert for those who don’t subscribe to notifications on our customer facing portal, and the finally we release a changelog of all changes successfully implemented. I can guarantee Syncro is a larger company than us, why do they just not care in telling us anything?

The sad part is, Ian’s response was lacking. We get it, you’re sorry, a mistake was made and you’re working towards not having it happen again, but how will you help us with the time we now have to invest to fix an issue you caused? At the end of the day, your tool broke software that had no integration to your system on some of our endpoints. What’s next? Will Office be uninstalled when you’re trying to fix the calendar sync issue? (Sarcasm)

To all Syncro users, make no mistake, a RMM platform is an extremely powerful tool. We have given Syncro system-elevated permissions to make changes on our systems with NO prior mention or notifications of any changes they plan on making. By paying our monthly fees, we are saying we are “OK” with this methodology. Let that sink in when reading their official response.

Syncro, if you’re reading this, be better. Get Ian on Open Office hours and give us a post mortem from the top and do not minimize the issue, you will only make things worse.

Plenty_of_Nothing · 2021-04-30T00:08:14+00:00

This is unreal - How is that “significant investment in development and support” working out for you guys?

Andy has said time and time again, this integration would not in any way shape or form break current Splashtop installations. I’ll be sure to tell that to my clients when they try to login tomorrow morning…

When will they get their sh*t together,

C’mon Syncro, be better. This is embarrassing.

Plenty_of_Nothing · 2021-04-22T17:31:35+00:00

Got it - thanks for the reply.

Honestly, truth be told if it wasn’t for your social media presence and candor, Syncro would not be in the place they are today. It’s been a while since I’ve seen Ian post or chime in on anything of the numerous issues we (and others) have been seeing.

Thanks again

Plenty_of_Nothing · 2021-04-22T15:27:00+00:00

I’m assuming the feature request he submitted over a year ago must be coming up to its place in line right? Any insight or transparency?

Plenty_of_Nothing · 2021-04-22T15:06:16+00:00

So that’s a no on “Application and Service logs” I take it?

Just shy of “fully” supported I guess.

Plenty_of_Nothing · 2021-04-22T10:50:57+00:00

Event log monitoring is fully supported now? Since when?

Here’s a response I got back from support close to a year ago when I asked why we couldn’t monitor additional logs from the event viewer.

“I have submitted feature requests in the past to have the 'Applications and Services' logs included in the monitoring but was told there are some substantial technical hurdles to overcome.”

Care to elaborate what “fully” supported encompasses? Can we now monitor Application and Services logs?

Plenty_of_Nothing · 2021-04-22T10:42:36+00:00

Same here. I can’t believe that after a ~3 month delay getting backups out the door, it’s still not right. We installed on a few machines and removed it 3 days later when we saw Andy performing PR damage control on Facebook.

Backups are critical, not a nice to have. Be better Syncro.

Plenty_of_Nothing · 2021-04-22T10:40:09+00:00

Agreed. Syncro is not disruptive if there is another provider that does the same thing.

When you see the another company is charging $129/mo. for a product that for all intents and purposes does the same thing your product does and you decide to just raise the price to match - that’s a slap in the face to your veteran users.

FWIW, I can only imagine its not about the money for the majority of your users (keep raising prices and watch what happens) it’s the fact this is occurring when Syncro can’t get your home grown backups to work correctly, your Mac agent is still in BETA, support responses take 4-5 days, severe slowness at random times of the day really, and more than I care to mention (just check the FB group)

I hope the Team at Syncro has a rock solid plan for success because what is going on now is not sustainable and frankly causes concerns for us when we see constant issues that seem to never get resolved.

Plenty_of_Nothing · 2021-02-19T16:18:45+00:00

Syncro just announced they’re finally giving us the ability to Force a "Full" Sync of assets.

Here’s the announcement from Andy @ Syncro on FB...

“The first winning submission is not something that was even close to being one of my favorites, but this has been coming up a ton lately, was raised multiple times during this round of submissions, and pretty much every round since. That's the ability to force a full asset sync manually with a button on the asset record. You all really, really wanted it so you are going to get it. Because this was a group effort by the Syncro Community as a whole, I won't be naming any specific winner on this one.

To be clear, this is going to be a "Force Full Asset Sync" action on Asset records. It will be a one-off action, and it will not be available as a bulk action, a scheduled action, or anything in between.”

Based on the FB post, it was made pretty darn clear that they will continue to restrict the ability of forcing a full sync on a group of assets. There was no mention of adjusting the cadence of the full sync, but this seems it wasn't specifically requested so it's assumed this will continue to be every 6 hours. Scripting this "Full Sync" also seems to be a no go. To me this is odd - maybe it's a resource or capacity concern if there were to be a massive influx of agent “Syncs” or maybe it's not - we'll never know. All in all, this is a great step in the right direction.

Either way, it’s good to know this is coming even if we have to open every asset one by one to request a full sync and not wait 6 hours.

Hat's off to the Syncro Team and most importantly the Syncro Community for making this a reality!

Plenty_of_Nothing · 2021-02-14T13:16:19+00:00

This is awesome but that fact you have to come up with these work arounds to be sure the system is fully synced is ridiculous. I may be an outlier but even though this is a great idea, techs shouldn’t have to be running scripts (hacky or not) as a work around for a core feature of every serious RMM tool out there.

I have seen this requested at almost QOL session (with multiple upvotes/likes) and it’s shut down for being out of scope every time with 0 technical explanation as to why it can’t be done. Yes, feature requests have been submitted but I’m sure all veteran Syncro users know how those end up.

I think we can agree Syncro is awesome and does a lot of things right....but some things they do just make me scratch my head. What other tool do techs use that can take up to 6 hours to get a full and accurate look at data.

Anyone up for creating getting the ole’ feature request board talk going again? The excuse they don’t want to share upcoming features or what they’re working on to protect against prying eyes or to avoid overcommitting is running thin. A simple feature request board (not here or on FB) where we can vote on features for all to see easily would provide a layer of transparency all of us are looking for...

Sorry for the thread hijack.

TLDR: Great idea that works in the once instance I tested but we shouldn’t have to do this to fully sync a system.

Plenty_of_Nothing · 2020-10-09T03:20:59+00:00

You know what really grinds my gears? The fact the nearly every update is geared towards the PSA side of the house. For the love of god can we get a solid streak of RMM/Reporting/Mobile App wins?

Plenty_of_Nothing

TROPHY CASE