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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.

Troubleshooting High Latency Events in ControlUp Network Monitoring

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A user asked for help with high latency events on a machine. They have set up traceroutes to monitor the network, but the data doesn't seem to correspond to the displayed value. Another user suggested looking at the device at the time of the spikes and running a continuous ping. It was also mentioned that the traceroutes and pings are only run at set intervals, so some packets may have high latency while others are in a lower range.

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Remote Control Issue with Consent Pop Up

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Multiple users experienced errors when trying to use remote control to access a device without a logged in user. This may be due to changes that were made, as it used to work in the past. It was suggested that the issue may be related to the user consent pop up. Some users reported getting the same error message when trying to remote in. It was also noted that the issue may be caused by using the 2.13 GA agent or the 2.13 RC on the tenant.

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Troubleshooting Edge DX and Netskope CASB

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A user asked about Netskope CASB causing Edge DX to show their IP address as a Netskope owned one instead of their actual ISP IP. They found an article about ZScaler needing to be set up to bypass some ControlUp URLs for the real IP to show, and asked if this would likely be the same fix for Netskope. Another user responded saying they had a similar issue with ZScaler and needed to set up a bypass in order to correctly report ISPs. It is likely that EdgeDX is looking at the IP the client is coming in from and showing the Netskope IP. The ZScaler bypass information can be found here: https://support.controlup.com/docs/show-the-real-ip-address-for-devices-using-zscaler-vpn

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Using Edge DX and Flagging Devices in ControlUp

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A user had multiple questions about using Edge DX, including whether there is a way to mark a device as stolen or lost and how long an offline device remains in Edge DX before being removed. Another user suggested utilizing the notes field and tagging feature to keep track of the device and potentially create an alert condition for it. The data can also be viewed in the "_devices data index."

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Troubleshooting Missing Edge DX Script Actions in ControlUp

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A discussion was held on missing Edge DX script actions in the script library of one org. It was suggested that the missing scripts could be added as "custom" in the Settings/Scripts section. The corresponding option can be found under Organizations > Manage Organizations > Select Organization > Settings > Scripts. One user also mentioned that these scripts are not out of the box items and will need to be added manually. ControlUp URL: https://app.controlup.com/ui/#/org/organization/manage/configuration/settings/scripts

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The Audit Log in DEX – Availability and Plans for the Future

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A user asked about the availability of the audit log in DEX. It was confirmed that the VDI & Daas audit log can be found in the top right settings by selecting "VDI & Daas". It was also mentioned that an effort will be made to bring all audit logs together in DEX. The most central audit log will require effort from multiple pieces and will not be available before April. The user thanked Wouter for the information.

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