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:
    1. Navigate to the End User area
    2. Login with your End User credentials
    3. Click on Install Extension
    4. A new tab will open with a successful viewer installation message and the issue should no longer occur