Take Control Troubleshooting
Take Control: Blank Remote Desktop when Browser is open
Last Modified
Fri Nov 30 13:05 GMT 2018
Description
- When viewing a home banking website, Take Control no longer displays the Remote Desktop;
- Once the remote desktop browser is open, remote desktop capture stops.
Environment
- N-able Take Control/Take Control Plus (Standalone)
- Take Control (N-able N-central)
- Take Control (N-able) (RMM)
Solution
- This issue is caused by browser security addons/extensions (such as Trusteer and it's Rapport browser component) that forcefully stop image capture as a security feature.
- Please proceed as follows in order to resolve the issue:
- Run the Browser in Safe Mode on the remote device (not allowing any addons/extensions);
- Individually enable addons/extensions to verify which one is forcefully blocking image capture;
- Uninstall/disable the offending addon/extension;
- Please note that you may need to request the End User to perform the uninstall, as many addons will block image capture during the uninstall process as well.
- You may also need to reboot the device after uninstalling/disabling the offending addon.