When setting up a Citrix Cloud connection in ControlUp within an MSP environment, an issue can arise where unassigned machines—those not part of any Delivery Group—are still appearing in client views even when the "Include Unassigned Machines" checkbox is unchecked. This behavior can cause security and privacy concerns, especially in a Citrix CSP (Cloud Solution Provider) model where multiple clients share the same CSP tenant but must not see each other’s resources.
The key insight is that the "Include Unassigned Machines" checkbox does not control whether unassigned machines are collected in ControlUp; rather, it controls ownership assignment. Unchecking this box only indicates that a particular connection does not own those unassigned machines. If no other connection claims ownership, ControlUp will assign all unassigned machines for that customer ID to the last available Citrix Cloud connection by default, causing them to appear in that connection’s view regardless.
Since filtering by Delivery Group names (for example, using exclusion rules like "*") does not affect unassigned machines—which by definition have no Delivery Group—this method is ineffective for hiding these machines from clients.
The recommended solution is to use a dedicated MSP-only Citrix Cloud connection for unassigned machines. This involves adding a second Citrix Cloud connection using the same Customer ID but naming it something clearly internal, such as "CSP-Unassigned." On this connection, the "Include Unassigned Machines" checkbox is checked, while on all client-facing connections it remains unchecked. By placing this MSP-only connection in a folder or with permissions that clients cannot access, unassigned machines are effectively segregated and hidden from end clients. This setup ensures clients only see Delivery Groups and connectors specific to them, while unassigned machines remain visible only to the MSP’s internal team.
In rare cases where the connector setup itself does not behave as expected—such as when unassigned machines do not show even when the "Include Unassigned Machines" box is checked—it may be necessary to contact ControlUp support for assistance.
For more details on configuring Citrix Cloud connections and collection rules, refer to ControlUp official documentation at https://docs.controlup.com and the ControlUp Academy at https://cuacademy.controlup.com.
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Citrix Related Training & Support Archives
Citrix training and support-related archives from inside the ControlUp Community on Slack.
How to Monitor Hyper-V Hosts in ControlUp After Migrating from ESX
When transitioning from VMware ESX to a Hyper-V environment for Citrix, monitoring Hyper-V hosts through the ControlUp Management Console requires a different setup than for ESX hosts. Unlike ESX, which can be monitored directly once properly connected, Hyper-V monitoring in ControlUp necessitates deploying the ControlUp agent on each Hyper-V host. This agent installation allows ControlUp to gather detailed performance and health data from the Hyper-V hypervisors.
A common issue encountered during this transition is that ControlUp might mistakenly identify a few virtual machines as Hyper-V hosts instead of the actual hypervisor servers. This usually happens if the agents are not installed on the Hyper-V hosts themselves, or if the connection configuration is not correctly set up for Hyper-V clusters. Therefore, simply having the hypervisor hosts visible in the environment without the agent does not provide full monitoring capabilities.
To properly monitor Hyper-V clusters with ControlUp, administrators should follow the official guidance for connecting to Hyper-V hypervisors. The key step is to deploy the ControlUp agent on every Hyper-V host within the clusters. This enables comprehensive visibility into the hypervisor layer similar to what was available for ESX hosts. Detailed instructions and best practices for this process can be found in the ControlUp documentation at https://support.controlup.com/docs/connect-to-your-hypervisors#connect-a-hyperv-hypervisor.
In summary, migrating from ESX to Hyper-V environments requires deploying the ControlUp agent on Hyper-V hosts to achieve effective hypervisor monitoring. Proper identification of Hyper-V hosts and cluster setup within ControlUp hinges on this agent deployment, ensuring accurate and actionable insights for Citrix environments running on Hyper-V.
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Troubleshooting AI Query Errors for Connection Failure Metrics and Using ControlUp Dashboards as an Alternative
A user encountered difficulties querying connection failure data within a specified time range using the ControlUp AI assistant. Despite attempting a straightforward query to count connection failures during a certain period, the AI repeatedly generated errors instead of delivering the requested information. This issue highlighted limitations or temporary glitches in the AI interface for composing complex filter criteria involving time intervals.
Upon reporting the problem to the ControlUp support team, it was acknowledged as potentially related to recent network issues, which may have contributed to the AI malfunction on the previous day. The team requested formal feedback submission to investigate the problem further and verify if it could be reliably reproduced under similar conditions.
In the meantime, a practical alternative was suggested from within the community: a pre-built Citrix connection failures dashboard created by a peer user. This dashboard presents connection failure metrics in an organized and visually accessible format, allowing administrators to monitor relevant data without relying solely on raw AI-driven queries. Such dashboards provide easier insights into connection issues and can be a more reliable solution for identifying failure trends over time.
For users experiencing similar problems with AI query errors related to connection failure data, exploring the ControlUp dashboard options is recommended as an effective workaround. Additionally, reporting such AI issues to ControlUp support ensures ongoing improvement of AI capabilities for querying monitoring data. More information on creating and customizing monitoring dashboards can be found in the ControlUp Knowledge Base at https://docs.controlup.com and tutorials at the ControlUp Academy https://cuacademy.controlup.com.
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Troubleshooting “Detect Workspace” Stuck Prompt for Citrix Cloud Synthetic Monitors on Public Hives
Some users running synthetic monitors to test Citrix Cloud connections from public hives reported that a few monitors become stuck at the "Detect Workspace" prompt. This behavior was inconsistent, with some monitors seemingly configured the same way functioning normally while others encountered this issue.
The root cause was identified as related to the Citrix Workspace store’s launch method settings. The "Detect Workspace" screen corresponds to the Citrix client detection page, which is controlled on the store side rather than by Scoutbees or the synthetic monitors themselves. Specifically, when the store is configured with the "Launch virtual apps and desktops" setting set to either "Open in Citrix Workspace app" or "Let the user choose," this page appears. On public hives, where the browser environment is fresh and does not retain prior user choices, the prompt recurs on every run, causing the monitors to stall at this screen.
To resolve this, it is necessary to verify and compare the launch settings in Citrix Cloud under Workspace Configuration (or the targeted StoreFront store). Monitors stuck on the detection prompt typically point to stores configured with "Open in CWA" or "Let the user choose," while those that bypass the prompt are connected to stores set to "Use web browser to access apps and desktops." Changing the store’s launch setting to "Use web browser" bypasses the native Citrix Workspace app detection page, allowing the synthetic monitors on public hives to proceed without interruption.
Before making any changes, administrators should confirm these settings by comparing the store configurations between monitors that are stuck and those that are working. This ensures an accurate diagnosis and prevents unintended side effects from changing the launch mode. Since this is a store-level configuration, it requires adjustments within the Citrix Cloud management console, specifically under Workspace Configuration. If the issue persists or if the public hive environments themselves seem problematic, submitting a support ticket for those specific hives is recommended.
For additional guidance on managing Citrix Cloud Workspace configurations and optimizing monitor setups, see the ControlUp Knowledge Base and Citrix documentation on Workspace Configuration: https://docs.controlup.com and https://docs.citrix.com/en-us/citrix-cloud/workspace-configuration.html.
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ControlUp Community Meetup 15: How to: Connecting MCP AI to your Real-Time Data
Learn how to connect AI to live enterprise data using the ControlUp MCP Server. In this session, Chris Twiest explains the fundamentals of Model Context Protocol (MCP), including LLMs, prompts, system prompts, tool calling, and retrieval, before demonstrating how to connect Claude Desktop to ControlUp. Watch a live walkthrough of configuring the MCP Server, querying real-time endpoint data, visualizing application crashes, comparing results against historical baselines, and using system prompts to dramatically improve AI accuracy. The session also explores practical use cases, including upgrade planning, combining multiple MCP servers, building custom AI interfaces, and the future of autonomous endpoint management.
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How to Diagnose Microsoft Teams SlimCore Optimization in Citrix and Other VDI Environments Using PowerShell Scripts
This discussion highlights two PowerShell scripts developed to aid tracking and diagnosing Microsoft Teams SlimCore Optimization specifically within Citrix environments, with potential applicability to Azure Virtual Desktop (AVD), Windows 365 (W365), and VMware Horizon sessions. SlimCore is an optimized media stack used in virtual desktop infrastructure (VDI) scenarios to enhance Teams call performance by offloading audio and video processing to the client side.
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Troubleshooting issues with RemoteDX plugin manager updates
A user asked about issues with the RemoteDX plugin manager updating, and a suggestion was made to open a support ticket. Log paths for troubleshooting were provided. The RemoteDX logs can be found at C:\ProgramData\ControlUp\Remote DX\Logs.
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ControlUp Synthetic Monitoring Workflows and Workarounds
A user named Alexander asked Nathan about a known limitation with ControlUp Synthetic Monitoring - specifically, that the server_name is often empty for NetScaler Gateway scouts. Nathan recommended a few different workarounds for auto-restart and suggested adding more fields to the webhook payload for debugging. The suggested workflow was to use resource and query ControlUp Real-Time DX / CVAD for machines or sessions matching the published resource.
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How to Pinpoint CPU-Heavy Processes Across Your VDI Fleet with ControlUp
This thread walks through a real customer question: how do you find which processes are eating the most CPU across a large VDI estate (200 servers) over a long period, so you know what to optimize?
It starts in ControlUp Dashboards. Using the VDI process data, you can build a widget showing top processes by CPU, then narrow it to the machines you care about using global filters (filter by folder, or switch to query filters with IS / IS NOT). A table beats a bar chart for a top-50 view, and any filters and time frames you set are saved in the URL, so you can bookmark or share the exact view. The built-in Gallery dashboards (notably "Big Screen Dashboard VDI") already include a processes-by-CPU widget out of the box.
The harder part is the one the customer really cared about: getting a meaningful picture across all machines rather than a single noisy spike on one box. The data is stored per process per 5-minute timeslot, not pre-aggregated per machine, so the practical approach that emerged was:
Filter to the folder containing all target machines.
Use CPU usage P95 to strip out short, expected spikes (with a fallback to average CPU, since P95 returned N/A in some environments — a possible bug worth a support ticket).
Add metrics under Advanced: computer_name (unique count) to see how many machines run the process, and process_name (count) to see how often it appeared (each record ≈ a 5-minute aggregate).
The processes worth optimizing are the ones combining high CPU + high machine count + high record count.
Worked example: a process showing ~1,080 records across 197 machines roughly translates to ~90 hours of activity over 7 days, or a few minutes per machine per day. The same method surfaced candidates like CompatTelRunner.exe, WerFault.exe, and WEM-related activity for further investigation. To go deeper, the App Trends and App Statistics reports let you drill into a specific app, and product_name data helps identify what's actually behind generic process names like setup.exe.
A few important caveats came up: averages hide spikes (10% average could be one minute at 100%), process counts are per machine, and hypervisor-level CPU (e.g., XenServer) can disagree with in-VM agent data when hosts are over-provisioned — which is also why a Sizing Recommendations report may suggest removing vCPUs even on a machine that looks maxed out.
Bottom line: use the dashboard to identify the heavy processes (folder filter + P95/avg CPU + machine count + record count), then use the App Trends report to dig into the details per app.
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Using CU4D for Troubleshooting at ControlUp
A user discussed using CU4D for troubleshooting an issue where a user's laptop and Citrix session froze and required a forced reboot. There was high memory usage on Edge and WebView2. Others suggested using CU4D to see process stops and app hangs, power events, and on-demand PowerShell scripts. Someone also suggested looking into network latency features and historical graphing for wireless signal strength or network usage. Event ID 1002 for Citrix Workspace could also help identify the issue.
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