n-central heartbeat expired

N-Central N-able Take Control Heartbeat expired

If you are using N-central as your RMM Tool and the tool is working fine, read further if the take control heartbeat has expired or is not working.


Take Control heartbeat expired as per below screenshot or Take Control does not work, but N-Central agent is working perfectly otherwise


  1. Try restarting the service “SolarWinds N-Able MSP Anywhere Updater Service (N-Central)” and “SolarWinds Take Control Agent (N-Central)”(if present – otherwise proceed to the next step) and wait for a few seconds. If still does not work, please proceed to the next step


  1. Open the device on N-Central and go to Settings -> Properties and disable the check box – “Install Take Control”

n-central take control heart beat


  1. After a few seconds, go to the folder C:\Program Files (x86) and rename “BeAnywhere Support Express” as “BeAnywhere Support Express.old”. Please note that this can also be done remotely via NCentral File System Tool if the machine is assigned a Professional License


  1. Once that is done go back to Settings -> Properties and enable the check box to Install Take Control.

Once the above steps are completed, it will take a few minutes to download and install the Take Control service after which it should be working.




We keep uploading new blogs every week on our website- keep an eye out for those.

Lastly, if you need help with more such IT Solutions, feel free to reach out to us. We’ll be happy to resolve your queries. 

ConnectWise Automate- Display C-drive utilization only in Executive Summary Report

Connectwise Automate -Executive Summary Report  

If you’re using ConnectWise Automate RMM, and you want to change display C-drive utilization in the Executive Summary report, read further.  

ConnectWise Automate RMM- formerly known as Labtech, is a popular brand for remote monitoring and management. The tool is said to help eliminate technician inefficiencies, automate IT Services, and much more.   


The issue (change format of Workstation Drive Utilization in your Executive Summary Report):  

In the Executive Summary Report generated by ConnectWise Automate, the Workstation drive utilization section displayed unwanted information. As you can see in the image below, the previous report showed Workstation Drive Utilization statistics of C-drives along with information of recovery drives (which was not needed). The 100% Drive Utilization may seem alarming to a viewer at first- which happened in the case of our client. They wanted us to work on this and wanted a solution where only the disk drive utilization of C Drives would show. After all, that was the information that mattered the most.

Disk drive showing all drives


Our Solution for ConnectWise Automate C drive Utilization

In order to set this up, these were the steps that we followed: 

  1. In the ConnectWise Automate Dashboard, open Report Center and select Report List on the left. 
  2. Then, select subDriveUsage – which is a subreport used by the Executive Summary report.
  3. Click Edit report > Modify Report (which is at the bottom of the screen) 
  4. Report Designer opens for the subDriveUsage report. Now, select Edit Data Source at the top. 
  5. Here, you can view the Query Editor screen. You will want to add onto the Where SQL field so that it reads: DriveIsInternal = 1 AND Driveletter like ‘C’ 
  6. After this change has been done, click OK in the Query Editor screen.
  7. Now you will want to select Publish to Database at the top so this information can be published for the subDriveUsage report. 
  8. Then, select the Executive Summary report from Report List and select Edit report > Modify Report. 
  9. No further changes need to be made here. Finally, you can select “Publish to Database” and name it according to your preference. Here we have it as “Executive Summary without Recovery drives” with the Add New Report button. 



Disk Drive Utilization



Lastly, if you need help with more such IT Solutions, feel free to reach out to us. We’ll be happy to resolve your queries. 

reinstall n-central agent

Re-install N-Central agent without any reconfiguration

Sometimes the N-central Agent gets corrupted, or the agent does not update after the N-central upgrade. This blog will teach you how you can re-install N-central agents on Servers and Workstations without having to reconfigure. The reasons why the agent stops communication could be because of technical issues or because it got accidentally uninstalled. You can choose to either reinstall it from the device on N-central-  works only if there is a probe set up for that site or if the IP address that N-central shows is the correct IP address for that device. Or you can go for the second option which is to re-install the agent using an activation key.

Solarwinds MSP renamed itself to N-able and N-central is their RMM tool.

Activation Key Method to reinstall N-central RMM agent

Open the device on N-central and go to Settings -> Local Agent
Download the Generic Agent installer from the path (circled in red below)


Run the downloaded installer and click on Next which will take you to the Agent Configuration. You will find the option for “Activation Key” on that page.

The Activation Key can be found on the same page from where the agent installer was downloaded. Click on the “Copy Activation Key” button and then copy the activation key from there.


Paste the copied activation key into the installer window (as shown below).


Once you do this, proceed with the further steps of the installer, as instructed.

The agent should be fixed on N-central as soon as the installation is done. It’ll be in the same configuration and setup as the original.


How can Infrassist help?

Infrassist is a Master MSP that provides monitoring and management support to its clients using RMM tools of vendors like ConnectWise, Solarwinds, Kaseya, Atera, NinjaRMM, Datto etc. Apart from that we also provide audit services for your RMM & Firewall along with ad-hoc projects surrounding M365.

connectwise automate rmm

ConnectWise Automate- Change Format of Executive Summary Report  


Executive Summary Report 

If you’re using ConnectWise Automate RMM and you want to change the format of the Executive Summary report, read further. 

ConnectWise Automate RMM- formerly known as Labtech is one of the most popular brands out there for remote monitoring and management. The tool is said to help eliminate technician inefficiencies, automate IT Services, and much more.  


The issue (change format of Executive Summary Report): 

In the Executive Summary Report generated by ConnectWise Automate, as you can see, two statistics (part of the Patch Compliance Report) are displayed on a new page. The entire report can be a 3-pager report but the 2 points (which can be fit into the page above) are taking the space of an entirely new page.

connectwise automate executive summary former format

Requirement- The customer wanted to view all the data on a single page. 



If you contact customer support, they’ll probably give you the following solution:

  1. On your ConnectWise Automate Dashboard 
  2. Open your Solution Center and update your Report Center. 
  3. Once that is complete, open your Report Center> Report List 
  4. Select “SubAssetAnalysis” SubReport 
  5. In the pulldown Edit Report bellow, select “Delete Report” 
  6. Click “New Report from Template” > Locate the Executive Summary to generate a new report from Template. 
  7. In the Publish Report to Database popup box, select Replace Existing Report 
  8. Select your Executive Summary report in the Report Name pulldown. 
  9. Click on Publish. 

Once all these steps are completed, exit and re-open your Report List and re-generate your report. It should appear correct. 


Our Solution: 

Our team tried implementing that but it didn’t work for us. But it may work for the problem you are facing. If that doesn’t work, like it didn’t for us, you can try our tried and tested method. 

What worked for us was shuffling and setting the SubReport hierarchies 

We shuffled it to the following format: 

  1. Server Drive Utilization 
  2. Workstations Drive Utilization  
  3. Patch Compliance 
  4. Asset Analysis 

As you can see below, you’ll find a reshuffled, re-ordered hierarchy and every data will be present on a single page. 

connectwise automate format of executive summary report single page



Both these solutions are totally subjective. This solution may work for you or maybe the solution provided earlier might work. 

But if you still don’t find the solution, you can contact us and we’ll be happy to help.  



If you need help with more such IT Solutions, feel free to reach out to us. We’ll be happy to resolve your queries. 



ConnectWise Automate- Unable to download custom agents

If you’re using ConnectWise Automate and you are unable to download custom agents in the tool If you get a “Forbidden Error” and the download doesn’t automatically begin, here’s how you can resolve it.

ConnectWise Automate– formerly known as Labtech is one of the most popular brands out there for remote monitoring and management. The tool is said to help eliminate technician inefficiencies, automate IT Services, and much more.  

An Overview: 

Our engineers faced the issue from customers stating that they were unable to download custom agents in the tool. No matter what settings they changed or modified, non-super admin users were simply not able to download anything from the Web Control Center. After having contacted Customer Support and running through trial and error, Infrassist’s engineers were able to find a solution. To know what the issue was and how our experts resolved it, read further. 


The issue (ConnectWise Automate- unable to download custom agent): 

Non-Super Admins are unable to download Custom Agent Installer in Web Control Center when there is no agent existing in the client- Location. 


In the ConnectWise Automate Dashboard, go to System> User > Permissions tab> Effective Permissions> Locations > Show All. Check/tick the “Access” box. 

If the Permission – Location> Show All is unchecked, ConnectWise Automate will not be able to list the Location, when there is no existing Agent in that Client – Location. 

Once this is checked, the user will be able to view the Locations of the clients they have access to. 

location permissions tab


Secondly, at the bottom part of the same tab; you’ll find “Ticket Based Security”. If the box is checked, deselect it. The box should remain “unchecked”. 

ticket based security permissions tab


Next, go to the Groups and Clients Tab (right beside the Permissions Tab) and in the Group Membership section, make sure “All Agents, All Clients” is included.  

groups and clients


After having made the following changes, click on Save.

Now all your users in the RMM tool will be able to download agents.



The upcoming blog post will be about ConnectWise Automate as well wherein, we discuss how you can change the format of an Executive Summary Report. 

If you need help with more such IT Solutions, feel free to reach out to us. We’ll be happy to resolve your queries. 


Would an RMM Audit remediate the damage that has been made?

Yes, an Audit would help optimize your RMM Tool. All your patches would be updated, backups will be managed and loopholes that endanger your data would be spotted and remediated.

But what can you do if the issue is from the source itself? What if you have your tool audited and everything is top-notch, yet due to a ransomware attack on the tool, your data is getting compromised? 

This fast-paced digital world has all sorts of benefits but like a coin having two sides, there is a risk too. You can never run away from this, the question is, what preventive measures have you taken to remediate potential threats? 

How safe is your data on the RMM Tool that you use? 

SolarWinds and now Kaseya. The news was doing the rounds last week because of a ransomware attack that led the tool to get compromised. And with it, so did the MSPs and the customers that used it.  


Would an RMM Audit have saved your data from being compromised? 

The answer is NO. An Audit of your RMM Tool would not save your data (especially in this case, where it is a problem from the source and not from the customer’s end) but yes it can give you an assurance and a breather that you have everything sorted out from your end. This time around, the breach was from the source itself but at least we, as users, can maintain the tool hygiene from our end.

So, as users, what’s the best we can do? 
Have a backup plan for when things MAY go down the hill.  


RMM Audit: What you need to review

We recommend you get your Servers set up and have a backup of all your data present in the RMM tool. 

Here are 8 areas that you should review to check if you have them configured or not: 

  1. Active Issues & Alerts 
  2. Patch Management 
  3. Security Manager- AV 
  4. Backup Management 
  5. Onboarding device and Client 
  6. Automation 
  7. Integration 
  8. Monitoring and Reporting 


1) Active Issues and Alerts 

  • Categorize alerts and make a custom dashboard for each category.  
  • Review alerts by categories and confirms error statements.  
  • If possible, create alert solutions by automation or self-healing. Remove false alerts. 

Goal: Your goal here should be to minimize active issues/alerts. Eliminate noise in order to have better visibility of the IT infrastructure. 


2) Patch Management

  • Review applied rules, filters, service templates, and profiles for servers
  • Windows Server Patching: Categorize patches, create a patching group, change management, backup important servers prior to patching 
  • Schedule patches and reboot

Goal: Patch compliance report should be optimum 


3) Security Manager-AV

  • Check the number of rules created and try to minimize it to a few
  • Review all filters, rules, or templates that have been applied
  • Security update servers must be enabled for customers

Goal: Security – AV compliance report should be optimum


4) Backup Management

  • Suggest backup configuration as per best practices
  • Need to review restore plan if any or suggest restore plan as best practices 

Goal: Ensure device backup & restore working properly before facing disaster 


5) Onboarding Device and Client

  • Network discovery job must require with recurring option and for all IP Network individually. 
  • Must select appropriate probe device while creating discovery job to fall device under correct customer 

Goal: End goal is that devices fall under respective sites to avoid a messy environment. 


6) Automation

  • Add and automate scheduled tasks depending on the usage frequency
  • You can also automate repetitive alerts so that they get automated and resolved as and when they arise

Goal: Reduce active issues & alerts by automating tasks and utilize man-hours to their optimum capacity.


7) Integration

  • Review device class mapping on PSA & RMM, billing, and ticketing profile
  • Based on the current PSA configuration, we can suggest any false settingTicketing profile must generate a ticket for configured alerts whose priority can be set 

Goal: Ensure PSA configuration accurate to avoid false ticket generation and use man-hours proactively and Accurate Billing 


8) Monitoring & Reporting

  • Review assigned service template as per device classes.
  • Create a report for Asset & Software Inventory, license software inventory

Goal: Identify critical issues based on the nature of the application on the device by creating a custom dashboard and submit reports daily, weekly, or monthly to the client for the RMM activities. 


How can we help? 

If you are planning to get your RMM tool audited, we’ll be happy to be of service. 
Owing to the recent threats, Infrassist has decided to help MSPs like yours have a smooth ride. An RMM Audit will show you all the loopholes present in your tool. We will have your systems and network checked and give you actionable recommendations on what you can do to ensure data safety. 

Should you want us to act on the given recommendations, we can do that for you too. But don’t worry, we promise we won’t burn a hole in your pockets.  

You can approach us if you want to have your RMM audited. Feel free to contact us or write a mail to us at partners@infrassist.com