Issues Adding Citrix Cloud Connection with ControlUp 8.7

A user reported they were unable to add a Citrix cloud connection to ControlUp 8.7 – the shared credentials needed were only present in the console where the connection was initially added. Suggestions of renaming AppData, clearing cache, and checking for a network/proxy/AV issue were made. The user was ultimately advised to submit a ticket to ControlUp’s support at support@controlup.com.

Read the entire ‘Issues Adding Citrix Cloud Connection with ControlUp 8.7’ thread below:

Last friday we upgraded to 8.7. All went fine. Today we tried to add a citrix cloud connection , but for some reason the shared credentials ( containing the client ID and secret ) is only present in the console where we added innitially. I don’t know if this is anything related to 8.7 so it might be a coincidence. because of the missing credentials the monitors will not connect to the resource. We already tried to remove the cloud connection and set it up again. Any clues?

Can you close console and try renaming %appdata%\ControlUp on the user that cannot see the shared creds. Then open console and try again.

@member When I log in with my account to various monitors and start the console there I do not see the credentials. My collegue is also not seeing the credentials no mather where he is opening the console. Only place where I see it is the console from where I added the connection

Can you go to file-save config on the console that its working on and then try the others

Still, try clearing out AppData on one that’s not working

Could be a problem with cache on the console that looks like it is working, you could try renaming AppData\ControlUp there as well

I tried renaming the folder on the server ( on of the monitors ) that is working. Opened the console and added the connection again. Also renamed the folder on another monitor and re opened the console but even with saving the configuration no success.

this is what we see on the non working consoles

Can you see that you are connected at the very bottom in the Console?

yes consoles are connnected to central config and monitor status is green

Mmm, ok I think this is probably best handled with a support ticket Nico – email:support@controlup.com

thanks so far anyway @member! will submit a ticket

No problem, sorry I couldn’t help fix it. At least you have tried a few of the basic things. I would suspect network/proxy/AV maybe getting in the way of the sync process, but support will be able to guide you better.

Shared credentials are temporarily stored in your profile before being copied to the monitors when they are deployed. From that point on they are stored there. By upgrading chances are the credentials somehow got wiped on the monitors. You should be able to set the passwords for them right back and everything will sync right up.

Maybe rebuild the cache on the monitor servers.

or rebooting them to start with. A good old reboot resolve a lot of issues 🙂 with the monitors

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