KBA10021: Upgrading StorageCraft/ShadowProtect

Knowledge Base Article #: 80007
Applicable Versions: N-central 9.x, 10.x
Date Created/Updated: June 30, 2015

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If you are experiencing connection issues with Direct Connect, it may be due to an invalid plugin as NTR has updated their signed certificate which now requires a new ActiveX or NPAPI plugin to be installed.

  1. Clear the cache.

    On the Operator side (your computer):

    • Windows XP: C:\Documents and Settings\LocalService\Application Data\ntr
    • Windows 7 (32-bit): C:\Windows\System32\config\systemprofile\AppData\LocalLow
    • Windows 7 (64-bit): C:\Users\*user*\AppData\LocalLow\ntr
    • Windows 8: C:\Users\*user*\AppData\Local\Temp\Low\ntr

    Other possible locations on Windows 8:

    • C:\Users\{USERNAME}\AppData(hidden folder)\LocalLow\ntr
    • C:\Users\{USERNAME}\AppData(hidden folder)\Local\Temp\Low\ntr\
    • C:\Users\{USERNAME}\AppData(hidden folder)\Local\Temp\ntr\
    • C:\Users\{USERNAME}\AppData(hidden folder)\Local\ntr\
    • C:\Users\{USERNAME}\AppData(hidden folder)\Roaming\ntr\
    • On the target side (the device you are trying to connect with):
    • C:\Program Files (x86)\N-able Technologies\Windows Agent\Temp\ntr\*.txt
    • C:\Program Files (x86)\N-able Technologies\Windows Agent\Temp\ntr\*.log
  2. If clearing the browser cache does not fix the issue, you will need to install the older NTR plugin before you can launch any remote control.

    To download the older NTR plugin, click here:https://app.ntrglobal.com/plugin/chrome.

  3. You may need to enable the NPAPI Plugins in Chrome:

    How to enable NPAPI Plugins in Chrome v42+:

    1. In the Chrome browser, type "Chrome://flags".
    2. In the list, search to locate Enable NPAPI.
    3. Click Enable.
    4. Relaunch Chrome.