Take Control (N-able N-central): Error ZLIB1.DLL is missing from your computer

Last Modified

Fri Sep 30 15:00 GMT 2022

Description

  • When attempting to connect to a remote machine, a pop up appears indicating the following error:
    • Error: "The program can't start because ZLIB1.dll is missing from the computer. Try to reinstalling the program to fix the problem."

Environment

  • N-able N-central:
  • Take Control.

Solution

  1. Login to your N-able N-central dashboard and perform the following steps:
    1. Select the afflicted Device.
    2. Go to Remote Control Settings > General.
    3. Uncheck Install Take Control.
    4. In the top right, click Add Task.
    5. Select Update Asset Info.
      Note: This option is not available at System level.
  2. Access the machine by any means available and delete the following Take Control Agent folders:
    • C:\Program Files (x86)\BeAnywhere Support Express\GetSupportService_N-central
    • C:\Program Files (x86)\BeAnywhere Support Express\GetSupportService_<#INSTANCE_NAME#>
    • C:\ProgramData\GetSupportService_N-Central
    • C:\ProgramData\GetSupportService_<#INSTANCE_NAME#>
  3. Go to your N-able N-central UI and check the option Install Take Control for this device again.
  4. Go to Add Task.
  5. Select Update Asset Info and wait at least 5 minutes.
    Note: This option is not available at System level.
  6. Next time you access the device, or have a user login to the device, the error: "The program can't start because ZLIB1.dll is missing from the computer. Try to reinstalling the program to fix the problem." should no longer appear.