Remote Monitoring & Management Help

Take Control Quick Start Guide

Update the Agent

Take Control (TeamViewer) was introduced for Windows in Monitoring Agent version 6.3 and launched for Mac computers in Mac Agent 1.3.0.

Take Control (SolarWinds) was included for Windows from Monitoring Agent 10.5 and launched for Mac computers in Mac Agent 2.1.0.

For supported Operating Systems and associated Monitoring Agent (where applicable), please refer to Supported Operating Systems: Windows andSupported Operating Systems: Mac

Update Existing Installation

Where an Agent is already installed on the target device you can easily update to the required version in one of two ways:

Manual Update

From the Agent menu select the version to upgrade to and run the downloaded executable on each server or workstation to update.

Dashboard Update

The automatic update option is available on a per-machine basis.

  1. Right-click on the target device (or from the Server, Workstation or Device drop-down)
  2. Select Edit <Device Type> > General Settings
  3. Choose the Agent Version in the Update Agent drop-down
  4. Click OK to apply

Whichever method is used to update the Agent, all existing configuration settings are retained. The next time the Agent reports in it will begin the download and installation process for the update package.

New Installations

For new installation you can download the required Monitoring Agent version from the Agent menu, run this on each server and workstation then install Take Control.

Alternatively, with Download Site Installation Package for Windows and Mac you can opt to generate a silent installer for deployment on multiple device via Group Policies (Windows) or create a one-click Remote Worker installer for devices not connected to Active Directory (Windows and Mac).

Communication: In addition to the Dashboard and Agent URLs, each device's Take Control installation requires access to the connection URLs for the corresponding version of Take Control: Take Control (TeamViewer) or Take Control (SolarWinds)

Dashboard Permissions

Take Control is managed when logged on to the Dashboard using an account with enhanced privileges - Superuser or (non-Classic) Administrator level access, a login with the required Take Control permissions enabled or the Agent Key (where Dashboard access is enabled

Configure Take Control Policies

Take Control policies are designed to control the end user's interaction with Take Control as well as the connection's performance and security settings; from user authorization for incoming sessions to the ability to open a connection to a locked device.

Take Control policies were introduced in Dashboard 6.29 as an enhancement to the previous Settings controlled options to simply the management of Take Control configuration across multiple devices.

To make the migration to this new policy system as easy as possible we have created and applied policies based on all of your pre-Dashboard 6.29 settings.

Rather than create multiple identical policies - which may prove time-consuming to manage - where the settings are identical we have only generated one policy containing this configuration. However, if any element is different, for example the password, then a unique policy is created and applied.

Take Control policies, both custom and system generated, are managed via Take Control and Policy.

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To create a policy...

  1. Go to Settings > Take Control > Policy
  2. Click New
  3. Enter the Policy Name to identify the policy on the Dashboard and choose the existing policy to Base policy on
  4. Click Add, configure the settings as required
  5. Click Save to create the custom policy

As well as Add, this dialog can also be used to Edit and Delete Take Control Policies.

L

General

Policy Name

Name used to identify the policy on the Dashboard.

Monitor Only

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Runs the connection in display-only mode.

In this mode the technician can only view the remote device's screen, the input controls are disabled so the technician cannot perform any actions.

Agent UI Language

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Specifies the language of the Take Control host on the remote machine.

Security

Request User Permission

Requires the end user to authorize the Take Control connection to their device.

Permission Request text

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Text displayed to the end user when requesting permission to establish a connection to their device.

Display request for (in seconds)

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Length of time the permission request is displayed to the end use, from 1 to 1800 seconds.

After request times out, allow remote control

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Permits connection to the device when no response is received to the permission request within the specified time limit.

If unselected and authorization is not received, the remote connection is not permitted.

Permit connection to login screen

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Allows a Take Control connection to the login screen of a locked device.

Lock device when the remote session ends

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Automatically locks the remote device when the session ends.

Show visual indicator

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Displays an indicator to the end user to make them aware that their device is under remote control.

Authentication method

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Choose the method for authentication: No Authentication, Preset Password or OS Authentication

Password

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Password required for authentication

Once set, select Show Password to view.

Enable System Tray Password

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Requires the end user to enter a password to gain access to the Take Control host via the System Tray icon.

Password

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Password required for authentication

Once set, select Show Password to view.

Performance

Optimize desktop settings when in a session

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Removes the desktop background, disable themes and other graphics for better performance and lower bandwidth utilization.

Please note that this behavior will be visible to the user on the target machine.

Disable Video Hardware Acceleration while in a session

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Disables advanced display options (temporarily disabling the video hardware acceleration) to achieve the best performance in capturing the image.

This setting may be used for troubleshooting purposes, or on systems where graphics acceleration may present a problem.

Limit Image Capture

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Reduces the screen capture rate based on system resource utilization.

Attempt peer-to-peer connection first

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Attempts to make a P2P UDP connection to the device.

Please be aware that in a situation where UDP is not allowed (for example, because of firewall permissions), this setting can add up to three (3) seconds to your connection time.

Legend

Option only available for SolarWinds engine

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Option only available for TeamViewer engine

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Enable Take Control and select Policy

Take Control is policy driven and by default servers and workstations will inherit policy from site, which will in turn inherit from client, which will in turn inherit policies set for all servers and workstations. Global Policies are not applied where the Take Control was enabled at the device level.

Enable Take Control for all Servers and Workstations or servers and workstations at the specified Clients and Sites.

  1. Go to Settings > Take Control > Settings
  2. Select On or Use Parent (where User Parent: On)
  3. Choose the Take Control engine, SolarWinds or TeamViewer
  4. Select the Policy from the drop-down in the Server Policies or Workstation Polices section
  5. Click OK to save

We have used msp_anywhere_icon to indicate the SolarWinds engine and tv_iconfor the TeamViewer engine.

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Manage Take Control on specific devices through the Take Control tab...

  1. Right-click on the target device (or from the Server, Workstation or Device drop-down)
  2. Select Edit <Device Type> > Remote Access
  3. Select On or Use Policy (where Use Policy: On)
  4. Choose the Take Control engine, SolarWinds or TeamViewer
  5. Select the Policy from the drop-down
  6. Click OK to save

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The option to select the Take Control engine (SolarWinds or TeamViewer) was introduced in Dashboard 6.34, with engine selection supported from Windows Monitoring Agent 10.5.0 and Mac Agent 2.1.0.

Important: earlier Agent versions default to Take Control (TeamViewer) regardless of the engine selection setting.

Download and install Take Control viewer

To connect to the Take Control host installed by the Monitoring Agent on the Windows or Mac computer, a Take Control viewer must be installed on the device providing assistance.

Each version of Take Control (TeamViewer and SolarWinds) requires its own viewer.

Take Control (SolarWinds)

The viewer required for Take Control (SolarWinds) connection to a Windows or Mac computer is available for download from the Dashboard. The downloaded viewer automatically matches the Operating System of the computer you have logged into the Dashboard from:

  1. Go to Remote Access > Download Take Control Viewer - SolarWinds
  2. Once download, run the file on Windows and Mac computers or apply the required commands for Linux.

Viewer Support

The Take Control (SolarWinds) Viewer is available for Windows, Linux and Mac computers (from OS X 10.9), allowing you to connect to any devices running Take Control (SolarWinds).

Take Control (TeamViewer)

The viewer required for Take Control (TeamViewer) connection to a Windows or Mac computer is available for download from the Dashboard:

  1. Go to Remote Access > Download Take Control Viewer- TeamViewer
  2. Once download, run the installer

Viewer Support

The Take Control (TeamViewer) Viewer is only available for Windows computers, allowing you to connect to any devices running Take Control (TeamViewer).

There are no limits on the number of desktops or laptops the viewer may be installed on and each viewer can run three concurrent remote access sessions.

Host and Viewer Coexistence

Take Control (SolarWinds)

The Take Control (SolarWinds) host and viewer can co-exist on the same device, and may also be installed on a device running TeamViewer.

Take Control (TeamViewer)

The Take Control (TeamViewer) host cannot co-exist on a device running the Take Control (TeamViewer) viewer.

Securely connect to servers and workstations

Connections to the remote devices are initiated directly from the Dashboard or Wall Chart, with the Take Control button only available for those devices where Take Control is installed and active.

Dashboard

  1. Select the target server or workstation in the north pane of the Dashboard
  2. Click the Take Control button above the north pane to instantly and securely connect

The Take Control button is also available from Remote Access > Take Control in the Device's context menu (right-click on the device or from the Server or Workstation drop-down.

Wall Chart

  1. Choose the server or workstation
  2. Click the Take Control button above the main panel to instantly and securely connect

Clicking the Take Control button either opens a connection dialog with the option to Launch Application for Take Control (SolarWinds) or downloads a one-use Take Control *.tvc connection file for Take Control (TeamViewer).

Regardless of the version of Take Control installed on the target device, clicking the Launch Application button or opening the *.tvc will open the corresponding Take Control viewer (when installed on your device and associated with that file type).

To ensure the Launch Application dialog opens, we suggest disabling any pop-up blockers in your browser.

To speed up future connections, select the option to Remember my choice for takectrsxvp links (or equivalent) when prompted to setup the Take Control (SolarWinds) viewer and takectrsxvp file association.

take_control_button_dashboard take_control_server_button take_control_wallchart

Service Desk Applications

Initiate a remote access session directly from MSP Manager (SolarWinds engine only) or MSP (MAX) Service Desk 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 Service Desk systems, 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.

View Reports

Take Control session information is available from both the dedicated Take Control Report and User Audit Report, both accessible from the Dashboard Reports menu.

Take Control Report

Lists the Dashboard User, along with the following date and time details Session Requested, Session Start, Session End, the session Duration and the Remote User logged in at the time of the session.

User Audit Report

Apply filters to the User Audit Report to return Take Control Session information including when the Take Control file was downloaded (TeamViewer) or viewer launched (SolarWinds). In addition to the Take Control Session filter, the Event drop-down also includes the ability to view any changes to the Take Control Policy. Please be aware that we have included the option to export the User Audit Report in CSV and Print formats.

Disable Take Control

Where no longer required, disable Take Control from the Dashboard,

Global Level

  1. Go to Settings > Take Control Settings
  2. Choose the required entities
  3. Select Off from the Settings drop-down

Device Level

  1. Right-click on the target device (or from the Server, Workstation or Device drop-down)
  2. Select Edit <Device Type> > Remote Access
  3. Select Offor Use Policy Settings(where Use Policy: Off)
  4. Click OK to save

Whichever method is used to disable Take Control this is communicated back to the Agent the next time it reports back to the Dashboard and Take Control, along with any associated Checks, removed.

API

Take Control (SolarWinds) is only compatible with the get_take_control_connection_url API service call. To take advantage of this functionality it is necessary to update any programs or components that currently use the get_take_control_connection to use the new get_take_control_connection_url when Take Control (SolarWinds) is installed. The get_take_control_connection_url call is compatible with both the TeamViewer and SolarWinds versions of Take Control.