Troubleshoot Connect2Help software push

Use the following checks to resolve issues when distributing the Connect2Help tray tool installation software.

Verify the installation software

How can I tell if the Connect2Help .MSI file uploaded correctly?

Run the installation file locally to confirm it successfully installs. If the installation fails, rebuild the .MSI file.

Verify agent version compatibility

How do I know if the N-able N-central Agent is out of date?

  1. Select Views > All Devices.

  2. Check the Agent version column against the devices.

  3. Verify the N-central server version in Help > Version Information.

If the agent and server versions are inconsistent:

  1. Go to Views > All Devices.

  2. Select the devices to update.

  3. Choose Update Monitoring Software.

  4. In Upgrade Agent, select Now.

  5. Select Save.

Verify task credentials

Can I verify that the Push Third Party Software Task, is using local credentials?

You can verify the login credentials for a scheduled task by looking at the task itself.

  1. Go to Configuration > Scheduled Tasks > Add/Delete.
  2. Select the scheduled task in the Name column.
  3. In the Details tab, verify that Use Local System Credentials is selected.
  4. Update the setting if required, then select Save and Re-run.

Review deployment task status

Is there any feedback from the Scheduled Task after it was run?

  1. Click Views > Job Status.
  2. Select the Push Third Party Software Task for Connect2Help Tray Tool distribution.
  3. Click Status.
  4. Review or download the status logs to identify any errors.