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:
    1. Login to your Take Control Console application;
    2. Select the MY COMPUTERS tab;
    3. Select the ADD COMPUTER button (near the bottom left corner);
    4. Fill out the form to the right as desired;
    5. Ensure that the Computer Expiration value is set in a future date or mark the Computer Never Expires option;
    6. Press GENERATE LINK;
    7. 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.