ControlUp community members raised a question about the availability of a reference for macOS agent errors and resources for troubleshooting or triaging these errors. This inquiry specifically concerned a crash issue observed with the macOS agent in ControlUp environments. The discussion revealed that the reported crashes were linked to a beta or release candidate version of the macOS agent, specifically version 2.18.
ControlUp experts confirmed that the issue causing these agent crashes had been identified and a fix was underway. Although quality assurance (QA) testing was still in progress, a new release candidate (RC9) of the macOS agent 2.18, which addressed the crash problem, was available. Customers experiencing these issues were offered access to this updated version to prevent further crashes on their tenants.
To facilitate resolution, users were encouraged to share their organization name privately with ControlUp support or directly email support@controlup.com to have the macOS 2.18 RC9 agent enabled on their tenant. This direct support channel ensures that affected customers can quickly obtain the fixed version before a full official release. User feedback in the community was acknowledged as valuable input that helps ControlUp improve the quality and stability of their product.
For ongoing or future macOS agent error triage, users should monitor official ControlUp support channels and documentation, and reach out to support for prompt assistance. ControlUp’s knowledge base and ControlUp Academy (https://cuacademy.controlup.com) are recommended resources for learning about agent troubleshooting best practices. Additionally, emailing support@controlup.com remains the primary route to address specific macOS agent issues, especially during pre-release or fixed-release candidate phases.
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ControlUp Agent Related Training & Support Archives
ControlUp Agent training and support-related archives from inside the ControlUp Community on Slack.
Troubleshooting Missing macOS Script Details in ControlUp Event Logs and Resolution via 2.18 RC Agent
Users managing macOS devices within ControlUp reported an issue where script execution events only displayed "script started" and "script completed" messages without showing which script was run or its output. This behavior was a departure from prior functionality, where script details and outputs were visible. Windows devices did not exhibit this problem, and macOS scripts continued to generate output as expected. The concern arose when verifying the actual execution of scripts on macOS devices became necessary, but the ControlUp console failed to surface detailed script information.
Further investigation revealed that ControlUp versions 2.17 and 2.18 for macOS, as well as the Windows version, should include script details in raw event data accessible either through developer browser tools or the ControlUp API endpoint at https://api.controlup.io/reference/get-system-events. However, in the normal device view within ControlUp, the description field showing script details was missing or blank, even though the event index properly contained the script output information. This suggested a user interface issue rather than a complete loss of the event data.
The root cause appeared to be tied to the macOS 2.18 release state. The 2.18 build available was a special release candidate (RC) version, not yet generally available (GA), and it contained fixes targeting this exact problem. Users running this 2.18 RC version (including builds like 2.18.301.5B9E7EB35 and RC9) reported that the issue was resolved in those builds, with script details properly displayed alongside event logs. ControlUp staff offered to enable this release candidate on affected tenants to restore full visibility of macOS script execution events.
In summary, the lack of script detail visibility on macOS devices in ControlUp event views was a recognized bug in releases prior to 2.18. The problem was fixed in the 2.18 RC macOS agent builds, which restored proper logging and display of script names and outputs. Users encountering this should verify their macOS agent version and upgrade to the 2.18 RC or later when it becomes generally available. Meanwhile, script event data can still be queried directly via the ControlUp API or found in event indices, offering a workaround until the UI fully reflects the script details. For more information on monitoring system events and interacting with the ControlUp API, consult the official documentation at https://docs.controlup.com/ and https://api.controlup.io/reference/get-system-events.
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How to Update Device Registration Codes for Existing ControlUp Agents After Code Expiration
ControlUp has deprecated the old Device Registration Codes across all tenants, requiring a transition to new codes for agent deployment. While new agent installations using the latest Device Registration Code proceed without issues, existing devices that were registered prior to the code expiration retain the old registration code in the Windows registry. This persistence causes a problem when these devices become inactive and are removed from ControlUp. Upon attempting to re-register, the ControlUp Agent reads the outdated, expired Device Registration Code from the registry, which leads to a registration failure.
The recommended approach to resolve this for existing devices differs from the process for new installations. The latest Agent Manager deployment automatically uses the new Device Registration Code for fresh agent installs; however, it does not automatically update the registration code already stored in the registry of existing agents. Therefore, device re-registration fails if the persisted old code is expired. There is no official migration tool provided by ControlUp to update this registry value across existing installations en masse. The key registry path involved is `HKLM\SOFTWARE\Avacee\SIP` and the relevant value is `DeviceRegistrationCode`.
For an immediate workaround, ControlUp acknowledges that updating the registry manually or via script on affected devices is effective. This involves stopping the SIP Agent service, updating the `DeviceRegistrationCode` registry value to the current valid code, and restarting the service. Given that agent version auto-updates are managed separately (either by ControlUp version control or via user-managed software deployment like SCCM or Intune), it is the administrator’s responsibility to ensure deployment tools push such remediation scripts or silent Agent Manager reinstalls outfitted with the new Device Registration Code to devices at scale.
In practice, many organizations use deployment platforms such as Intune or SCCM to run remediation scripts that overwrite the expired registration code in the registry of existing agent installations, thereby preventing registration failure without full reinstallation. This approach balances efficiency and scale, allowing smooth transition without requiring large-scale agent removal and fresh installation. Administrators should plan to deploy these registry updates proactively to avoid disruptions caused by automatic agent attempts to re-register post device inactivity cleanup.
For further details on Agent Manager deployment and registry settings, consult the ControlUp documentation at https://docs.controlup.com/.
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Managing ControlUp’s CoreAgent on macOS without a Bundle ID
ControlUp's C4Desktop for macOS utilizes the CoreAgent process to collect and transmit inventory data to the ControlUp platform. This agent is responsible for maintaining device registration, managing credentials, and facilitating communication between the device and ControlUp services. Additionally, CoreAgent oversees scheduled tasks such as periodic device reporting, license checks, and configuration updates. It also monitors and manages supporting modules that gather specific data, including CPU usage, Wi-Fi status, process information, crash reports, location data, and collaboration application activity. In the event that any of these supporting modules cease functioning, CoreAgent is designed to restart them to ensure continuous data collection. Furthermore, CoreAgent serves as the central hub for data transmission, securely uploading collected information to ControlUp and facilitating features like remote control and file browsing.
The CoreAgent binary is located at `/usr/local/com.controlup.edgedx.agent/Bin/CoreAgent` on macOS systems. It's important to note that CoreAgent is a signed binary and not an `.app` bundle, which means it does not have a `CFBundleIdentifier` and, consequently, lacks a bundle ID. This absence can present challenges when integrating with Mobile Device Management (MDM) solutions like Jamf, which typically rely on bundle IDs for application management. ControlUp does not publish a bundle ID for CoreAgent, and there is no documented `CFBundleIdentifier` for it in the Jamf or MDM documentation. Instead, for CU4Desktop on macOS, MDM profiles target other agent components by bundle ID. The main one tied to the core agent stack is:
This approach allows MDM solutions to manage and configure the necessary components of the ControlUp agent effectively, even in the absence of a bundle ID for CoreAgent itself. For detailed instructions on deploying ControlUp for Desktops with Jamf, including the creation of configuration profiles and deployment scripts, refer to the official ControlUp documentation. ([support.controlup.com](https://support.controlup.com/docs/deployment-with-jamf?utm_source=openai))
In summary, while CoreAgent is integral to the functionality of ControlUp's C4Desktop for macOS, its lack of a bundle ID requires alternative methods for management and deployment, particularly when using MDM solutions like Jamf. By targeting other agent components with known bundle IDs, organizations can effectively deploy and manage the ControlUp agent on macOS devices.
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Troubleshooting FSLogix Profile Lock Event Triggers with ControlUp’s New Windows Event Log Monitoring in DEX
A common issue arises when configuring ControlUp triggers for FSLogix profile event handling, particularly with the new Windows Event Log Monitoring feature in ControlUp Digital Employee Experience (DEX). A user setting up a trigger based on FSLogix event ID 999 (ControlUp-FSLogixProfileLocked) noticed that although the event appeared in the local Windows event log, the associated trigger action (such as running a script on profile lock) did not execute. After enabling the new Windows Event handling and creating a corresponding filter for event 999 in the ControlUp web console, the event was correctly detected, and the action was attempted but failed with the error: "Script execution failed: CUTriggerObject is not available. This script must be run from a ControlUp trigger."
The root cause relates to how the new DEX Windows Event Log Monitoring selectively forwards events based on collection rules. By default, custom events like event 999 are not included in these rules and thus remain only in the local event log, preventing real-time triggers from detecting them. When such events are collected through DEX, the script execution context differs—in particular, the `$CUTriggerObject` scripting object (which provides event details like username and machine name) is not available in scripts run through DEX event filters. This causes the script failure because it expects this object to be populated.
The solution is to add a DEX rule that explicitly collects event 999 to allow monitoring and alerting, but continue using the imported Real-Time trigger for executing the FSLogix logoff script. This trigger runs in the correct context and has access to `$CUTriggerObject`, allowing the script to function as intended. The presence of the event in the web console and receiving email notifications after adding the DEX rule demonstrate that events are collected, but only the real-time trigger can correctly handle the associated script action. Also, users should verify their scripts have the "Execute with.NET engine" option enabled to ensure proper script execution.
This issue does not stem from permissions or account misconfiguration but from the distinct operational contexts between DEX event filtering and real-time triggers. For detailed guidance, users can consult the ControlUp blog article on fixing FSLogix profile attach issues at https://www.controlup.com/blog/how-to-fix-the-fslogix-issue-the-user-profile-failed-to-attach/. Additional troubleshooting tips and best practices for script and trigger setup can be found in the ControlUp Knowledge Base and Academy resources at https://docs.controlup.com and https://cuacademy.controlup.com respectively.
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Resolving Permission and Custom Field Issues When Creating ServiceNow Records via ControlUp Flows
When attempting to create an event in ServiceNow via a flow, a common issue encountered is the error message stating, "You don't have permission for this action(edit_ai_agent)." Despite this message, extra fields can be added in the flow, but these custom fields do not appear in the REST message received by ServiceNow. This issue is often accompanied by the problem where fields such as short description, description, or custom fields (e.g., "company") show up empty or without values on the created record, especially when the target is a custom table extended from the task table.
The root cause of the permission error "edit_ai_agent" was identified as a bug on the integration side, which was scheduled to be fixed in an upcoming release. Importantly, this error itself does not affect the actual payload sent to ServiceNow. Rather, the missing field values within ServiceNow are typically due to two main configuration issues on the ServiceNow instance side. First, custom fields must be referenced using their internal column names, which start with the prefix "u_" (for example, "u_company") rather than their field labels. ServiceNow ignores unknown or incorrectly named fields silently without showing an error. Second, the integration user account used by the flow requires proper Access Control List (ACL) permissions: specifically, it needs create ACL rights on the custom table and write ACLs on the individual fields. Without these permissions, ServiceNow will create the record but omit values for fields lacking write permissions, resulting in empty fields.
To validate what data is actually received by ServiceNow, administrators can use the inbound REST transaction logs (found under System Logs > Transactions) to inspect incoming requests. If there are errors like "ACL Exception Insert Failed" in the flow's run history, it confirms that ACL permissions need adjustment for the integration user. Ensuring these conditions—correct internal field names with the "u_" prefix and appropriate ACL permissions—will allow custom fields to populate correctly in ServiceNow records created via the flow.
Relevant documentation for working with ServiceNow's field naming conventions and ACL settings can be found in ServiceNow's official resources, and for troubleshooting integration issues, ControlUp's knowledge base and support channels offer further guidance. The fix for the "edit_ai_agent" permission bug was targeted for the next product release following this report.
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How to Identify and Manage Duplicate Devices in ControlUp Desktops Due to Reimaging and Agent Re-registration
A common challenge with ControlUp's Desktops product arises when IT teams test new device models by repeatedly reimaging machines, causing multiple instances of the same device to register with unique device IDs but identical hostnames. This scenario leads to an inflated license count, as each registration consumes a license until the devices are flagged inactive and subsequently removed from the system.
To identify these "duplicate" devices, one effective method involves querying the ControlUp `device_status` data index. While leveraging ControlUp Dashboards can help visualize this data, caution is advised when running queries based solely on device IDs without applying appropriate filters to avoid misleading results. Advanced options in the dashboard allow adding additional metrics that can pinpoint such duplicates by hostname or device name, which is particularly helpful since the root issue is not duplicate device IDs but duplicate device names retained after reimaging.
In practice, customizing dashboard widgets with additional filters and metrics can enable teams to monitor and isolate devices that have been repeatedly reimaged and registered, streamlining license management. For devices already deployed, it is possible to run a script that forces re-registration of devices with a new unique ID to prevent license count inflation. This step may be beneficial where device IDs need to be refreshed or reset in the ControlUp environment.
Another important factor involves deployment parameters. For example, the `REGISTERWITHNAME=1` flag, if set during agent deployment, can cause devices to register under the same name, exacerbating duplicate name issues. However, in many cases, the default setting with the `ALLUSERS=1` flag, used in ControlUp's standard installer from the Downloads pane, is sufficient and does not trigger duplicate registrations unless devices are repeatedly reimaged and reset by users.
Overall, the underlying cause of the inflated license usage is the repeated device reimaging and agent re-registration under the same hostname but with unique IDs. Proper use of the `device_status` index for querying, cautious dashboard configurations, potential scripting to reset device IDs, and awareness of deployment flags can effectively manage and mitigate "duplicate" device issues within the ControlUp Desktops product.
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How to Use ControlUp Workflows to Add Devices to Groups and Tagging Devices Efficiently
A new user of ControlUp sought guidance on building workflows to manage device organization, specifically adding devices to groups and tagging them. The user was attempting to create a workflow starting with a "List Devices" step, filtering devices by an ID pattern containing "HR," followed by a "Set Group" step intended to assign those devices to an "HR" group. However, uncertainty arose over what value to enter in the "Device ID" field within the "Set Group" step.
A key insight provided by community members clarified that the "List Devices" action returns multiple device records, each representing a unique device. Consequently, the "Set Group" step cannot directly accept multiple device IDs at once in a simple field. Instead, it requires isolating each device's ID through iteration. This can be accomplished by using an array to collect the IDs and then looping through the array to apply the group assignment individually to each device. This approach ensures that each device is addressed correctly when setting group membership.
Further advice noted that an alternative and potentially more streamlined approach is to assign the group at the time of agent deployment. According to ControlUp's official documentation on agent installation and distribution (https://support.controlup.com/docs/edge-dx-agent-distribution-and-installation-for-windows#installation-methods), groups can be set during the agent installation process itself, which might simplify workflows where initial grouping is critical.
For complex or specific setup requirements, it is recommended to consult your ControlUp Customer Success Manager (CSM), who can provide tailored support based on your environment and goals. This guidance should help new users effectively automate device grouping and tagging using ControlUp workflows while leveraging best practices outlined in the official resources.
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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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Understanding macOS Crash Reporting in ControlUp 2.18 through the Windows Event Log Data Source
Starting with version 2.18, the ControlUp agent introduced a new feature that captures macOS crash reports in a manner similar to how Windows crash events are reported. Specifically, macOS crash events are logged into the `win_event_log` data source. Despite the name suggesting Windows-specific logs, the `win_event_log` was retained for these macOS crash reports to maintain compatibility with existing dashboards, reports, and other analytics tools that use this data source.
In the `win_event_log`, macOS events can be identified by the `platform` column, which uses the value 2 to represent macOS. This mechanism allows users to distinguish between Windows and macOS crash events within the same log. It's important to note that prior to version 2.18, the `platform` column was either absent or not used for such differentiation because macOS crash reporting was not implemented in this way. If the `platform` column is missing in your index, it likely means no macOS crash reports from version 2.18 or later have been collected yet.
When creating dashboards or queries to analyze these logs, you cannot filter on `os_name` with the expectation that macOS events will appear under Windows Event Log sources. Instead, you should query the `win_event_log` but use the `platform` column to separate macOS crash events from Windows ones. This approach leverages the backward compatibility of the log source naming while correctly distinguishing between operating systems in your monitoring views.
For more detailed guidance on working with macOS crash reports and the implications of their integration in the `win_event_log`, refer to ControlUp’s official documentation and the release notes for version 2.18. These resources offer comprehensive information about this feature and best practices for its usage.
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