Create End User accounts in Take Control
End-User accounts are a special type of Take Control users that are converted from technician accounts, and have limited access to a number of devices through a special web portal called the End User Area. End User accounts are restricted to the End User Area where they can only access devices to which they have been granted permission.
After downloading the Take Control Viewer, End Users can remotely access their computers and devices, and open Deferred Support Requests for any of those devices. During remote access, these users are limited to the Remote Desktop, and File Transfer tabs, as well as the Computer, Session, View, Commands, and Interactions menus in the Viewer.
To get started creating End Users, add a new technician to your account.
Add a technician to your account and configure them as an End-User
End-Users are counted apart from your normal technician licensing, for example you can have a license for 1 Corporate Technician and 10 licenses for end users.
Configure your customers as End Users to give them restricted access to their computers and devices with a limited set of features and permissions.
- From the Admin Area, navigate to Management > Technicians, and click Add at the top of the Technician list.
- Enter the Name and Email for the End-User, select End User from the Permissions Group field.
- Click Add technician to save the new End User and send them an SSO (Single Sign On) invitation email with instructions on how to Create a N-able SSO Account and log in to the End User Area.
- After saving the End User, choose which devices the they can access by selecting the Computers tab, and using the Custom Name field to change the name of each computer to which the end user has access. Each device's Custom Name is displayed in the End User area.
- Save your changes to grant the End User access to the selected devices.
Select the Access FTP option to allow the End User to transfer files during remote access sessions. Uncheck the Access FTP option to disable the File Transfer tab during remote access. This restricts the End User to only the Remote Desktop tab of the Viewer.
After the new End User is authenticated using the SSO invitation email, they can log in to the here: https://enduser.swi-tc.com/login.php
Make sure the new End User activates Multifactor Authentication for their end user account.
Create a N-able SSO Account and log in to the End User Area
The new end user will receive an Enrollment Notification email and they can use the Create N-able MSP SSO Account button in the email to set their password and create their new N-able SSO account.
After the new SSO account is created, the end user is prompted to download the Take Control Viewer in order to access the computers to which they were granted access.
Make sure you have disabled any pop-up blockers in your browser to ensure you are able to view the prompt to download the Viewer.
After downloading the Viewer, the user is logged in to the End User area where they can view the devices to which they were granted permission to access.
- Use the Connect icon next to the relevant device to start a remote session. During a session, the end user is restricted to the Remote Desktop and File Transfer tabs, as well as the Computer, Session, View, Commands and Interactions menus.
- Select the Ticket icon next to the relevant device to generate a Deferred Support Request without establishing a remote session. Learn more about Deferred Support Requests from End Users.
- Click the Ellipsis icon to re-download the Viewer or refresh the device list.
- The End User can select their username in the top right corner of the End User Area to access the Settings Menu where they can change their language, edit their information, change their password, disable 2FA or log out of the End User Area.
If the Connect icon is grayed out and not clickable, it means that specific device is offline.
If the ticket icon is not displayed next to a device, it means that device is not configured to create Deferred Support Requests. To grant an End user permission to create Deferred Support Requests, navigate to the Devices section of the Admin Area, select the device from the list and click Edit to access the Edit Device window. In the Permissions section, make sure Remote user can create Deferred Support Request is turned on.
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