@member asked if deleting a file through the RMM management will send it to the user's recycle bin or permanently delete it. Another user confirmed that it will be permanently deleted.
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ControlUp for Desktops Training & Support Archives
ControlUp for Desktops (Edge-DX) training and support-related archives from inside the ControlUp Community on Slack.
Improving Understanding of CPU Queue Events in ControlUp
The group discussed how to better understand the details behind CPU queue events in ControlUp for Desktops. Some suggestions included adding specific event IDs for collection and using the new active processes > threads view to identify threads waiting for CPU availability. Complications to consider include CPU spikes and threads changing state rapidly. Running a WPA CPU trace may provide a better understanding of thread queueing.
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Read the entire article here...
Troubleshooting Offline Windows Servers in ControlUp
Some Windows servers appear as offline, but when a user logs in through the hypervisor's remote console, they show as online again. A screenshot was requested and a possible solution was suggested. It was advised to submit a case to support@controlup.com with logs and screenshots for further analysis. Different ways to change logging levels were shared and it was asked if the server has AV in place. A possible explanation was offered and it was mentioned that logs would provide more insight into the issue. One user stated that they had put in exceptions for the AV, and another needed to wait before reporting. Screenshot and log files were recommended to help find a solution.
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Read the entire article here...
Troubleshooting Screen Recording in ControlUp for macOS with an MDM Deployment
A user posed a question regarding an MDM deployment of ControlUp for macOS and how the screen recording window should behave when remote access is attempted. Other users clarified that the pop-up is expected and not able to be managed by an MDM due to Apple restrictions. Additionally, it was noted that only standard users can approve screen recording via PPPC and other Quotes could be found. The article available is no longer available.
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ControlUp QoS Issues on MacOS – Investigation Underway
Users have reported a problem with ControlUp QoS on MacOS, where the window disappears after a few seconds. ControlUp is currently investigating and users are advised to open a ticket for this issue. The affected MacOS version is believed to be 15.7.3 and the issue may have been resolved in version 26.2.
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Partial Visibility for Windows 365 Cloud PC Via BYOD
A team member needed partial visibility from a BYOD connecting to a Windows 365 Cloud PC. The Cloud PC had Device Agent installed, but not the BYOD. The solution was to install the Remote Client plug-in on the BYOD Windows PC. More information can be found at https://support.controlup.com/docs/windows-365-edge-dx.
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Help Desk Tips and Tricks with ControlUp Products
A user asked for help with scripts to assist their Help Desk staff, mentioning that they use Microsoft Intune in their Microsoft shop. Another user replied with suggestions for scripts that can automate tasks such as clearing cache and repairing Office. Another user shared two stories about using their ControlUp products to improve their support process and provide a better experience for customers. The community is encouraged to share their own tips and experiences.
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Troubleshooting Issues with Downloading Files on ControlUp VPN
A user was experiencing issues with downloading files on VPN through the new Management feature. They noticed in the network log that the system was attempting to upload the requested file to Azure before downloading it. The user shared their findings in the ticket and was asked to provide details on their VPN type. They also brought up the need for specific IPs or more granular access for the firewall team. Another user mentioned they were curious if the same issue would occur with their company's new VPN. The original user suggested it was more likely a firewall policy issue than a VPN issue. A request was made for the user to provide unfiltered Wireshark logs for troubleshooting.
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ControlUp data update intervals and new agent method for collecting data
In a group discussion, a question was raised about the update intervals for different data points in desktops. The company was asked for a document listing these intervals and for access to scripts that can manually update desktops on demand. A specific script was requested but it was explained that the company is moving away from using scripts in future versions. However, a different way to collect data is already in the latest version of the agent. The suggested method gets around issues with unsigned PowerShell scripts. Further information and support can be found at support@controlup.com.
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Live Remote Management: Troubleshooting Without Taking Over the User
See how Live Remote Management in ControlUp for Desktops enables real-time troubleshooting and remediation without disrupting the end user or taking over their session.
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Read the entire article here...