Missing “Client Device Score” icon in ControlUp Solve?

Members discussed the issue of not seeing Client Device Score in ControlUp Solve, and why metrics like Client Wi-Fi Signal, Lan Latency, Total Session Latency, and Internet Latency indicate the score. They concluded that Remote DX must be installed on the endpoints and the registry values need to be deployed. Members also noted that 3rd party software can be tricky with virtual channels, and that the default MSTSC rdp client should be used. Support ticket can be created at support@controlup.com.

Read the entire ‘Troubleshooting ControlUp Client Device Score Issue’ thread below:

Hi, does anyone know why I don’t see the “Client Device Score” icon in solve? I have Edge DX and Remote DX installed on the Client.

The metric description for “Client Device Score”:

Experience stress score of the client device based on the worst threshold among these metrics: Client WiFi Signal, Lan Latency, Total Session Latency, Internet Latency

I guess the problem is the N/A that you see exactly for those metrics

This data comes from Remote DX

You can see that at least one of the above mentioned metrics must be displayed to show Client Device Score

Benjamin is correct, there doesn’t seem to be a connection with the remote dx plugin as the score says none.

Thanks @member and @member. For Remote DX I only need to install curdx_windows_microsoft.exe or? And I don’t need to add some installer parameter (AUTHKEY) or?

Yep. No parameters needed. But make sure to close Citrix Workspace App after installation and make sure that your user is connecting to a new session, not an existing one.

And if you are using Citrix above 2109 make sure to setup “virtual channel security” properly:

https://support.controlup.com/docs/install-citrix-workspace-app-with-bundled-remote-dx#add-remote-dx-process-path-to[…]a-wildcard-for-agent-versions

@member Remote dx is something that needs to be installed on the endpoint Download Center – ControlUp has the various versions depending on euc and endpoint type

@member, we don’t use Citrix, we are using Terminal Server Farm (RDP). @member thanks, I installed the correct one.. During PoC last year it was working…

I checked the account and you should have it included with your license. Can you double check for me under help > about > licensing if Remote DX says yes?

Yes, it’s included.

could it be somehow blocked on firewall? but all other data I can see.

not sure, could be that virtual channels have been blocked. I recommend opening a support case so we can find out what’s happening

Could be that rdp virtual channels are blocked.

Sorry, I misread the curdx_.exe file 🙂

@member provided me a private fix for hybrid console where we hade some issues with RemoteDX metrics for a VMware Horizon customer. Maybe it could be also help here?

Normally you will not have to open firewall ports because the data will flow thru virtual channels thru the protocol (RDP in your case), so if RDP is open you should be fine.

So here are some troubleshooting steps for Remote DX

Check if the feature is enable in the license

Download the reg files here https://controlup.sharefile.com/d-s3f0d31aeb0df4d0c8fc7aa21835c38ed

Deploy the registry values on both the client and the RDS server

It should create logs here C:\Program Data\ControlUp\Remote DX\Logs

Provide the log here so we can have a look at them

Or if you prefer you can still create a support ticket at

support@controlup.com

Thanks Samuel for your inputs here.

You’re more than welcome!

But 10 min. ago, I found the problem.

Better and faster than me 😛

Seems this is only working when using the default MSTSC rdp client. I was using mRemoteNG client and that was the problem.

ah yes that is correct

our plugin essentially attaches itself to the default client

Arff. Yes, virtual channels can be tricky with 3rd party software

@member fyi

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