Take Control (N-able N-central) not configured for this device

Last Modified

Mon Dec 14 16:22 GMT 2020

Description

• When you hover over the Remote Control icon for a device you get the indication "Take Control not configured for this device".

Environment

• N-able N-central
• Take Control Agent 6.80.00 or later

Solution

• The most likely cause for this is that the initial Take Control Agent installation has failed causing some files or folders to be left behind in a locked status.
• Subsequent automatic or manual attempts at its installation also fail because these files and folders need to be replaced/updated during the installation process.
• To determine if this is the cause, please check if the BASupSrvc.exe process is running on the device.
  • If the Device has a Professional license assigned to it, you can use the Direct Support tools for that by going to Tools > Processes and checking if that process is listed there.
• Forcing a complete uninstall and reinstall will generally correct the problem:
  • How to clean re-install the Take Control agent on N-able N-central

• If this still fails, the problem might also be caused by the following:
  • When the Take Control agent will try to hit a MSP URL outside your region, such as comserver.eu1.mspa.n-able.com when you and your client are located in North America.
  • If you block all activity outside your region and no other region appropriate gateway is responding or are overloaded then you could be routed to a server outside your normal region.
  • This is why we ask to ensure that the N-able N-central/Take Control N-able Firewall Ports and Domain (Integrations in N-able N-central and N-able RMM) Firewall Exclusions are allowed, rather than specific URLs that are subject to change and adjustment for load/responsiveness.
• If none of those are applicable, pleas contact support.