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ControlUp Community Training & Support Archives

All training and support-related archives from inside the ControlUp Community on Slack.


Adding Computers from Different AD Forests with ControlUp Monitor

Posted on September 7, 2023

A user asked how to add a computer in a different AD forest using the ControlUp Monitor. The EUC-Sync script, which can add machines is available, but the DNS records must be recognized. Additionally, the AD Connection needs to be configured in ControlUp Monitor settings in the Domain Identities section, which is not tied to the user logged in to the console.

Read the entire article here...


Troubleshooting a Telephony Issue With ControlUp Data

Posted on September 6, 2023

A user asked if it is possible to get granular data from ControlUp to troubleshoot an issue with calls dropping on a telephony system. It was suggested that an alert or script be set up to gather data, however the customer preferred to use Citrix ADM. ControlUp already gives extra details for the Protocol Latency metric such as Min, Max and Avg over a 5-minute interval and users were asked if this was helpful for the issue. The question was left open-ended to determine if more granular data could be made available in the future.

Read the entire article here...


Connecting to a SOP Server with Error Message Resolved in ControlUp

Posted on September 6, 2023

A user was trying to connect to a SOP server but was receiving an error message. Permissions were enabled for ControlUp admins, but the user was not able to resolve the problem. Solutions proposed included recreating the JWT and deploying a new appliance, and the latter worked. A detailed explanation on generating a new JWT could be found in the Support documentation.

Read the entire article here...


Investigating Discrepancy Between Blue Screens on Dashboard and Reports

Posted on September 6, 2023

A user reported discrepancies between blue screens shown on Dashboard and Reports which may be related to agents prior to 2.12.8. It was confirmed the machines have 2.12.8 installed and there were no filters set in the Dashboard. A fix to ensure accurate reporting for older agents is going in this weekend to address this issue.

Read the entire article here...


Resolving Monitor Deployment Issues with Crowdstrike AV

Posted on September 6, 2023

When setting up a new installation, the monitor deployment hung when the customer was using Crowdstrike AV - however, there are no firewalls in between. It was suggested that Crowdstrike was blocking the monitor from starting and asked if there are any exclusions that need to be taken, to which the ControlUp URL for AV exclusions was provided. The URL for AV exclusions is https://support.controlup.com/docs/av-exclusions-for-ControlUp.

Read the entire article here...


Running Scripts with Administrative Privileges Through an SBA

Posted on September 5, 2023

A user asked about running a script with administrative privileges through an SBA. It was confirmed that the SBA runs in the system context on the remote machine, so administrative rights should already exist. A workaround of utilizing scheduled tasks was suggested, however the user mentioned that this was too complicated to get through their security team, and proposed the option to use shared credentials. It was mentioned that shared credentials can be used while copying files and to utilize a service account with admin rights when performing software installations.

Read the entire article here...


Troubleshooting Video Latency on Non-Persistent VM with ControlUp

Posted on September 5, 2023

A user asked about troubleshooting video latency on a non-persistent VM, and it was suggested to use User Session Details in Solve as the best starting point. If Remote DX was installed, they can also watch session relevant latency, CPU, RAM and other metrics in a single place. Script Action can be used for advanced data collection. The Network Latency graph may be legit, but there was a known issue with the Linux RDX plugin. A new beta version which fixes this issue will be available soon. After sifting through the data, 3.75GB of RAM usage was found - they will look at adjusting graphics settings with Horizon View.

Read the entire article here...


CPU Data Points Not Showing Any Service Processes in ControlUp

Posted on September 5, 2023

A member reported an issue where the data points on the CPU graph do not show any service processes. This is happening on all of Eugene's devices running Windows and macOS. ControlUp's support will check the issue and reach out to Eugene with a support ticket.

Read the entire article here...


Investigating Logic Monitor Hack Fallout with ControlUp Endpoints Isolated

Posted on September 4, 2023

In response to the Logic Monitor Hack in a development Org, the endpoints NICs have been disconnected to isolate them from each other and the internet, which may last for a total of 5 days. To investigate potential fallout, the new DEX console has been accessed and some Scoutbees have been disabled. ControlUp Monitors will not be collecting data as all endpoints have been isolated. For edge dx devices, these will keep collecting data while offline, and will ship that out once they have connection.

Read the entire article here...


Tracking Unused Desktop Pools in Solve with ControlUp

Posted on August 31, 2023

A user asked about tracking unused desktop pools in Solve - ControlUp offers a Session Count report which tracks usage over time and allows the user to look back for up to a year. The report provides quick insight into usage of Desktop Pools. An additional option is to setup a trigger to log users off after a set time of inactivity.

Read the entire article here...


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