Take Control Troubleshooting
Connectivity Issues due to Outdated Consoles and Agents
Last Modified
Thu Feb 14 17:58 GMT 2019
Description
- Sudden loss of connectivity during sessions, long delays when establishing sessions and high response times while running Console version 6.77.XX or connecting to Agents version 6.77.XX or under.
Environment
- N-able Take Control/Take Control Plus (Standalone):
- Console version 6.77.XX or under;
- Agent version 6.77.XX or under.
- Windows.
Solution
- If the Console in use on the Technician's end is a significantly outdated version (6.77.XX or previous versions), this may cause performance issues on all connections, an update is heavily recommended:
- Uninstall your existing Take Control Console;
- Reboot your device;
- Go to Take Control: Downloads.
- Click Windows Console to download the latest version.
- Run the downloaded Console installer.
- After the install is completed, you should have the latest Console version and the reported issues should no longer occur.
- If the Agent in use on the Client's end is a significantly outdated version (6.77.XX or previous versions), this may cause performance issues on connections to this device, an update is heavily recommended:
- From the Admin Area of your account, click the Downloads page from the left navigation menu.
- Download the Agent Installer package and send the tc_agent_installer.zip file to your customer.
- Run the downloaded Agent Installer directly on the remote device and select Update the current Agent during the install process.
- After the Updater is installed, you can connect to the device without the previously observed issues.