Resolving RemoteDX Plugin Incompatibility During ControlUp Windows Agent 64-bit Upgrade

When upgrading the ControlUp Windows Agent (CWA) from a 32-bit to a 64-bit version, users may encounter an installation error related to the RemoteDX plugin, specifically involving the cuepux library. The log shows a warning indicating that third-party add-ons, including cuepux, are incompatible with the 64-bit application. The message references a saved JSON file listing the incompatible plugins and halts the installation process accordingly.

The root cause is that the installed RemoteDX plugin version 2.4.2.136, although appearing to be 64-bit, is not compatible with the new 64-bit CWA. To resolve this, it is necessary to update the RemoteDX plugin to a more recent version that supports the 64-bit agent. ControlUp recently released updates to the RemoteDX/Remote Client plugin and the RemoteDX plugin installer for Citrix environments. The latest recommended installer versions are 1.0.8 or 1.0.9. These versions address compatibility issues that prevent the older plugin from functioning with the 64-bit CWA.

Deployment methods vary depending on the environment. For organizations leveraging Citrix Cloud, the RemoteDX plugin can be updated through Citrix Client app management (formerly Global App Configuration service) under the Updates and Plug-ins section. However, if this service is not in use—such as in cases where organizations perform manual deployment—the update must be handled via existing software deployment systems like SCCM. It is important to note that the ControlUp Agent Manager automates only the agent updates and does not manage RemoteDX plugin deployment, requiring separate handling.

Direct download links for the updated RemoteDX plugin installers are provided by ControlUp to facilitate straightforward manual deployment:
– Version 1.0.9: https://downloads.controlup.com/RemoteDX/plugin-installer/RemoteDXPluginInstaller_1.0.9.msi
– Version 1.0.8: https://downloads.controlup.com/RemoteDX/plugin-installer/RemoteDXPluginInstaller_1.0.8.msi

Updating the RemoteDX plugin to one of these versions resolves the incompatibility issue and allows the successful installation of the 64-bit ControlUp Windows Agent. Users experiencing this error should ensure the latest compatible RemoteDX plugin is deployed in their environment according to their deployment capabilities.

Read the entire ‘Resolving RemoteDX Plugin Incompatibility During ControlUp Windows Agent 64-bit Upgrade’ thread below:

hey gang. when installing the latest CWA (migrating from 32bit to 64bit) it throws the followign error, complaining about cuepux
13:09:45: Warning – CWAInstallerHelper::WriteLogs(33) – Supportability: Found 1 third-party add-on(s) that will not work with the 64-bit app: cuepux. The list of affected add-ons was saved to: C:\Program Files\Citrix\Logs\IncompatibleThirdPartyPlugins.json
13:09:45: Warning – CWAInstallerHelper::WriteLogs(33) – Supportability: Installation was stopped because incompatible third-party add-ons were found.
we have version 2.4.2.136 installed and it appears to be the x64 version. anyone seen this?

Afternoon Matt – There is a newer version of the RemoteDX/Remote Client available at 2.4.2.218, but there was also a recent update released for the RemoteDX Plug-in installer for Citrix version 1.0.8 made available. Can you tell me how you are pushing out your RemoteDX plug-in currently?

do you have the download link for the 1.0.8?

Morning Matt – this should get you what you need:
Update the ControlUp RemoteDX Plug-in Management configuration in Citrix Cloud to deploy version 1.0.8.
Citrix Client app management, formerly Global App Configuration service > Updates and Plug-ins

we’re not using GACS

we’ll need to use sccm if we have to deploy something manually. shouldn’t the cu agent manager handle these udpates automagically?

Hi Matt!
Please use this instead.

As far as I’m aware, the CU Agent Manager would only deal with the Agent, not the RemoteDX plugin

tagging for her awareness

If you prefer version 1.0.8, here is as well

Thanks sir!

Let us know if this version fixes this issue

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