Take Control Troubleshooting
Take Control: Agent missing/disappeared
Last Modified
Mon Jan 28 19:36 GMT 2019
Description
- Agent missing from the My Computers list. What could have caused this?
Environment
- N-able Take Control (Standalone);
- N-able Take Control Plus (Standalone).
Solution
- Before proceeding, try refreshing the list of Agents in your Console application, under My Computers, by right clicking the list and selecting Refresh - as a recent install may take time to appear, for example.
- The possible causes for this issue are as follows:
- AV, Security software or other third party endpoint software/settings are forcing the removal of the Agent after it's install, please review AV exclusions as listed in the following article: Take Control (Standalone): Ports and Domains/Firewall and AV Exclusions.
- The Agent may have been manually deleted from the Console by the Main Admin or a Technician with sufficient privileges, by logging into their console and under the MY COMPUTERS tab right click on the Agent and select Delete;
- The remote End User launched the Agent configuration window in Admin Mode and selected the UNINSTALL button option;
- The Agent reached it's ComputerExpiration Date as set when generating the Agent installer from the Console.
- Please generate and run a new Agent installer as follows:
- Login to your Take Control Console application;
- Select the MY COMPUTERS tab;
- Select the ADD COMPUTER button (near the bottom left corner);
- Fill out the form to the right as desired;
- Ensure that the Computer Expiration value is set in a future date or mark the Computer Never Expires option;
- Press GENERATE LINK;
- Access the link (or provide it to your customer) to download and install the Take Control Agent, ensuring that it won't expire on the same day it's installed.