Take Control sessions fail to connect to Windows XP or Windows Server 2003 devices

Last Modified

Fri Nov 03 07:04 GMT 2017

Description

Symptoms :

Symptom 1:

The services for Take Control will be installed and running, but the option is greyed out and not available in N-able N-central,. This issue ONLY affects devices with Windows XP and Windows Server 2003 operating systems.

Symptom 2:

The BASupSrvcCnfg.log found in C:\Documents and Settings\All Users\Application Data\GetSupportService\Logs may contain the following errors:

2016-12-26 08:51:04:503 {2496} [ComServerSSL] - Certificate - /OU=Domain Control Validated/CN=register.global.mspa.n-able.com {register.global.mspa.n-able.com} [OK - -1, Depth - 0, Error - 0, FingerPrint - E5:C1:F0:D8:AA:BC:82:3B:B4:84:05:8E:A4:5B:E1:0E]
2016-12-26 08:51:04:534 {2496} [ComServerSSL] - Cipher: name = ECDHE-RSA-AES128-GCM-SHA256; description = ECDHE-RSA-AES128-GCM-SHA256 TLSv1.2 Kx=ECDH Au=RSA Enc=AESGCM(128) Mac=AEAD; bits = 128; version = TLSv1/SSLv3;
2016-12-26 08:51:04:581 {2496} [GetServiceHandle] - Failed to open service - The specified service does not exist as an installed service
2016-12-26 08:51:04:581 {2496} [IsServiceRunning] - Failed to get service handle...

Environment

  • N-able N-central

Solution

Resolution:

Resolution 1: Single device

On each device, download and run (elevated) the following executable as shown here (CASE SENSITIVE):

https://d153friz1i9tir.cloudfront.net/n-central/updates/MSPA4NCentral-6.77.77-WinXP_2003_Update.exe

Syntax:

MSPA4NCentral-6.77.77-WinXP_2003_Update.exe /S /R /L

Explanation for the switches:

/S -> silent
/R -> register automatically on the MSPC infrastructure
/L -> load the configurator app on running user sessions afterwards

Resolution 2: Multiple devices

To deploy this fix to multiple Professional license devices within N-able N-central , you can use the PUSH THIRD PARTY SOFTWARE function:
  1. Navigate to the proper level within N-able N-central and in the Actions menu, click on Push Third Party Software:

  1. Configure the Task as shown below, uploading the MSPA4NCentral-6.77.77-WinXP_2003_Update.exe from your computer

  1. Configure the Targets and Schedule tabs to suit your needs.
  1. Click on Save