Take Control allows you to quickly and easily connect directly to the device from the Dashboard, WallChart, Mobile Apps or helpdesk solution.
Computer Take Control Viewers
Before attempting to establish a remote connection to a Windows or Mac computer, we suggest that you make sure the required Take Control viewer is installed on the device providing assistance.
|1.||Log on to the Dashboard|
|2.||Go to Remote Access|
|•||Download Take Control Viewer - SolarWinds (available for Windows, MacOS and Linux)|
|•||Download Take Control Viewer - TeamViewer (available for Windows)|
Start a connection from the Dashboard
|1.||Select the target server or workstation to connect to in the north pane of the Dashboard|
|2.||Click the Take Control button to initiate a session|
The Take Control button is also available from:
Start a connection from the Wall Chart
Where Take Control is enabled a connection to the device may also be established from the Wall Chart.
|1.||Select the device on the Wall Chart|
|2.||Click the Take Control button to initiate the session|
indicates both Take Control engines.
Launching the Take Control Viewer from the computer
Depending on the Take Control engine on the target devices. Clicking the Take Control button either downloads a single-use Take Control (TeamViewer) connection file (*.tvc) or for Take Control (SolarWinds) the option to Launch Application.
Regardless of the version of Take Control installed on the target device, clicking the Launch Application button or opening the *.tvc launches the corresponding Take Control viewer (where installed on the device providing assistance).
We would suggest disabling any pop-up blockers on the Dashboard to ensure the Launch Application dialog displays as expected as well as choosing the option to Remember my choice for takectrsxvp links (or equivalent) to setup the Take Control (SolarWinds) viewer and takectrsxvp file association.
Dashboard: Two-Factor Authentication
The additional layer of security provided by 2FA helps to prevent unauthorized Dashboard access, particularly when connecting to a remote computer.
Depending on the account and user Two-Factor Authentication (2FA) settings, they may be prompted to either
|•||Enable 2FA - click Set Up 2FA Now. The user is logged out of their current Dashboard session to complete the 2FA activation process|
|•||Set Up 2FA Later - continue to initiate the connection without 2FA|
|•||Change Security Settings - allows the user to establish a remote session without additional 2FA security code authentication. Configured in Settings, General Settings, Security|
For more detailed information on 2FA please refer to Two-Factor Authentication
Take Control (SolarWinds) traffic is secured using FIPS 140-2-compliant OpenSSL cryptographic modules. These FIPS 140-2 compliant sessions help to reinforce the security of all traffic from origin to destination, and designed to cover the full extent of the transit infrastructure. Elliptic-curve Diffie-Hellman is implemented to protect to our public/private key exchanges, a component step in session instantiation.
Take Control (TeamViewer) traffic is secured using RSA public/private key exchange and AES (256-bit) session encryption.This technology is used in a comparable form for https/SSL and is considered completely safe by today’s standards.
Initiate a remote session directly from the MAX Service Desk Dashboard where Take Control is installed on a device.
Simply navigate to the device's asset dialog and click the Take Control button to retrieve the connection file or link required to launch the viewer and initiate the session.
For other external application, it may be possible to use one of the Take Control API service calls get_take_control_connection_url or get_take_control_connection (Take Control: TeamViewer only) to initiate a connection.
For example, using the get_take_control_connection API service call to Take Control via Autotask LiveLinks
To ensure the link is opened correctly from the browser it may be necessary to enable the Remember my choice for takectrsxvp links
Take Control (SolarWinds)
takectrsxvp must be associated with the Take Control viewer before a connection can be established using the URL.
This association is achieved by initiating a remote session from the Dashboard and selecting Remember my choice for takectrsxvp links (or equivalent).
Take Control Viewer - SolarWinds
The Take Control (SolarWinds) Viewer is available for Windows, Linux and Mac computers.
The interface varies depending on the version of the viewer in use:
Take Control Viewer - SolarWinds: Standard interface.
Take Control Viewer (SolarWinds): New Interface: Windows Take Control viewer 7 introduced a streamlined interface to increase the available workspace as well as simplify navigation and option selection.
The Take Control (TeamViewer) Viewer is only available for Windows.
For easy session identification when multiple connections are established the device name is included in the session window (from Windows Monitoring Agent 9.5.2 - TeamViewer 9.0.25942). Please be aware that a restart of the TeamViewer service or remote device itself may be required to display the device name.
TeamViewer 11 introduced a redesigned toolbar in the Take Control viewer to ensure that all of the features required during a remote support session are easy to find and close at hand.
With the release of macOS 10.14 (Mojave), Apple introduced a new security requirement for all remote support solutions (including our Take Control SolarWinds and TeamViewer engines). Where this accessibility setting is enabled you can take control of the remote device, otherwise you can only observe when connected. This security setting is not configurable remotely and can only be setup by an admin rights level user on the local computer.
Take Control (TeamViewer) on Mac Virtual Machines – Permit connection to login screen
Take Control session may hang after entering the password in a locked Mac Virtual Machine’s login screen where the Take Control Configuration option Permit connection to login screen is enabled.
The Dashboard is not supported by Microsoft Edge. To access the Dashboard when in Edge it is necessary to use the Open with Internet Explorer option available from its More Actions drop-down (...).