Take Control not available from Remote Control pulldown

Last Modified

Tue Apr 09 13:44 GMT 2019

Description

  • This article provides brief information and steps to resolve the issue when Take Control is not available from the pull-down list of Remote Control types.
  • The issue may be due to an issue with Take Control installing, registering, or the N-able N-central Agent discovering the Take Control Agent.

Environment

  • N-able N-central
  • Windows Agents
  • Integrated Take Control

Solution

  • Take Control may have failed to download from sis.n-able.com.
  • Take Control may have installed, but failed to register with the Take Control COM Server.
  • Take Control may have registered with the COM Server, but the N-able N-central agent may not have discovered the connection strings.
  1. Verify if the N-able N-central Take Control Service (N-able N-central) service is installed on the end device.
    Display NameService Name
    N-able N-central Take Control Service (N-Central)BASupportExpressStandaloneService_N_Central
    N-able N-central Take Control Updater ServiceBASupportExpressSrvcUpdater_N_Central
    1. If the service is not installed, review the agent's APCSIS.log for the download of the installer.
    2. If an issue installing the service is found, resolve that issue and revisit if the issue still occurs.
  2. Verify in C:\ProgramData\GetSupportService_N-Central\BASupSrvc.ini if a value for InstallID, ServerUniqueID, and ServiceMagicID have been generated.
  3. If any of these values are missing or blank, check the logs in C:\ProgramData\GetSupportService_N-Central\Logsfor errors in the registration process.
  4. After determining that Take Control is installed and registered, verify in the agent's Asset Discovery log C:\Program Files (x86)\N-able Technologies\Windows Agent\log\NALocalAssetDiscovery.log that discoveries are picking up the ServerUniqueID and submitting it to N-able N-central.
    • Search the log for com.nable.agent.framework.localAssetScanner.NALADWmiProbe GetServerUniqueID at DEBUG level to confirm it is being submitted.