Use the Connect2Help configuration tool

Customize the installation software to prepare to deploy the Connect2Help tray tool. Use the three icons you created to create the custom tray tool package. The Connect2Help System Tray Icon uses an XML file to store custom settings including tooltips, icons and menu items to open web pages in a browser, email with preset recipients or text.

You will need to create a Service Organization ADMIN account in N-able N-central (referred to as an SO Admin account in the N-able N-central UI) for the Connect2Help Tray Tool to use. It is strongly recommended that you create a specific account to be used for this purpose so that the password will not change. For more information, see What are permissions.

The configuration tool walks you through creating the file that will become the System Tray tool.

  1. Start the Connect2Help Configuration Tool and click Next.
  2. In the Choose File tab, click Create a new configuration.
  3. When editing an existing configuration, click Select an existing file.

  4. Navigate to the folder where you want to save the configuration file, enter a file name and click Save.
  5. The Configuration Tool automatically moves you to the Icons tab.

  6. In the Icons tab, select an icon for each type of status. If you do not have custom icons, you can use the default ones.

  7. Click Next.

  8. In the Pop-Up Text tab, enter the pop-up texts that appears as a status in the System Tray.

  9. Click Next.
  10. In the Branding tab, select the text and colors for the System Tray menu when a user opens it.
  11. Click Next.
  12. In the Menu Items tab, configure the customizable menu that appears when a user accesses the Connect2Help Tray Tool:

  13. After competing a menu, click Menu Items to add additional menu selections.

  14. Click Next.
  15. In the Installer Options tab, enter an Application Name for the tray tool, Publisher and file name for the installer.

    Only one of the installer file types is required to install Connect2Help Tray Tool on the target device depending on its operating system.

  1. Click the Summary tab and review the information to ensure it is correct.
  2. Click Save then Close.

The .MSI file is saved to the location selected at the beginning of the procedure. You can now deploy the file to your users.

Troubleshooting errors in pop-up menu options

The following errors may occur when testing the connection to the N-able N-central server:

2100 Invalid Username-password Combination

You have used N-able N-central credentials that are incorrect.

  • Verify that you are using the proper format for your username. Enter the username as if attempting to login to your N-able N-central server (for example, or domain\MyUsername).
  • Reset the password on the Service Organization ADMIN account.

5000 Query failed


Invalid URL: Hostname could not be parsed

There is no functional N-able N-central agent detected on your computer. An N-able N-central agent must be available in order to test the connection.

  • Verify that the Windows Software Agent service is functioning properly by running services.msc on your computer and using this to check that the service is Running and set to Auto.
  • Reinstall your local N-able N-central agent.