Take Control Troubleshooting
Take Control: End User viewer asks Take Control password while connecting with no Take Control password set on the remote Agent
Last Modified
Wed Jul 01 15:09 GMT 2020
Description
- When connecting to a computer from the End User area a prompt comes up requesting for a Take Control password
- There's no Take Control password set in the agent
- The viewer version is 6.77.xx
- The agent version is 6.80.20 or greater
Environment
- N-able Take Control/Take Control Plus (Standalone)
- End User viewer version 6.77.xx
- Agent version 6.80.20
- All supported Windows versions
Solution
- The issue is caused by the older End User viewer versions not supporting the latest authentication protocol.
- To fix the issue an upgrade of the End User viewer must be done, as follows:
- Navigate to the End User area
- Login with your End User credentials
- Click on Install Extension
- A new tab will open with a successful viewer installation message and the issue should no longer occur