When upgrading a ControlUp monitor server from version 9.0.0.1680 to 9.2.0.733 using the PowerShell commandlet Invoke-CUMonitorUpdate, the process may fail with an "Access is denied" error. This failure occurs after the installation steps "Install Verify Service already installed" and "Install Copy Files" complete successfully, specifically at the step involving stopping the `cuMonitor` service. The error indicates that Windows denied access during the attempt to stop or control this service, despite running PowerShell as an administrator and having folder-level access to the monitor installation directory.
The root cause is typically related to security settings or interference by antivirus (AV) or endpoint detection and response (EDR) software, which can block the service from stopping. Alternatively, a restrictive service Access Control List (ACL) can prevent the upgrade from proceeding. When attempting to upgrade through the ControlUp Console, a similar failure occurs silently because the console relies on remote commands (via admin share or WMI) that suffer the same permissions restrictions.
To resolve this issue, manually stopping the `cuMonitor` service with elevated privileges is required. Running `sc.exe stop cuMonitor` on the monitor host as an administrator can successfully stop the service. If this command fails, it is necessary to configure AV/EDR exclusions for the ControlUp monitor executable and folder (`C:\Program Files\Smart-X\ControlUpMonitor\` and `cuMonitor.exe`) or adjust the service's ACL using `sc.exe sdshow cuMonitor` to inspect and modify permissions. Once the service is stopped, re-running the Invoke-CUMonitorUpdate commandlet completes the upgrade successfully.
When upgrading through the ControlUp Console, ensure the account used has local administrator rights on the monitor host; otherwise, upgrade via the PowerShell commandlet locally on the machine is recommended for reliability. This approach has been verified to resolve the access denied error and enable the upgrade to proceed without interruption.
For more details on managing ControlUp monitor services and upgrade procedures, refer to the official ControlUp documentation at https://docs.controlup.com or consult ControlUp support resources.
Read the entire article here...
ControlUp Monitor Related Training & Support Archives
ControlUp Monitor training and support-related archives from inside the ControlUp Community on Slack.
Troubleshooting a Stuck ControlUp Monitor after Beta Upgrade
A user has a ControlUp monitor at a site that lost membership in the cluster during a beta upgrade. The monitor is now stuck and cannot be deleted or started. It may be stuck in a config somewhere and the user may need to contact support. Additionally, having Monitor logs from the upgrade failure can be helpful for a support case and can be sent to the Beta team.
Read the entire article here...
Read the entire article here...
Troubleshooting ControlUp Upgrade Process
An employee is troubleshooting the upgrade process for ControlUp. They are updating from version 9.0.5.423 to 9.1.5.445 and have encountered an rpc error when trying to add a monitor to a specific region. The issue is due to the console using the Windows identity of the person running the console, so the user may need to run the console as a user with permission or deploy the monitor through PowerShell. The recommended upgrade order is console, monitor, data collector agents, and all other agents. The ControlUp website has a guide for upgrading and the employee has a further question about downloading the Real-Time DX Console.
Read the entire article here...
Read the entire article here...
Understanding ControlUp Monitor Alerts and Their Frequency
A user inquired about the frequency of alerts for when the monitor stops uploading. Another user provided information on Monitor Alerts and confirmed that 3 alerts are sent for no upload activity and then stop. The org name was requested in order to check the alerts on the back-end. To learn more about Monitor Alerts, visit https://support.controlup.com/docs/monitor-alerts
Read the entire article here...
Read the entire article here...
Setting up Triggers in the ControlUp DEX Alerts Tab
A user asked for clarification on how to set up triggers in the ControlUp DEX Alerts tab. They had previously set up triggers that resulted in emails and incidents in the Incidents tab, but nothing appeared in the DEX events. Another user suggested verifying that the incidents show up in the old UI before contacting support for further assistance. The required version for the ControlUp Monitor responsible for collecting this data is 9.1.5.313 or above.
Read the entire article here...
Read the entire article here...
Understanding ControlUp Monitor Database and Query Options
There were questions about where the ControlUp monitor database is stored and what tables are available. It was suggested that the database is stored in RAM and data is only exported to the cloud backend for long enough. There were suggestions to use the powershell invoke-cuquery or api to query the database. It was also mentioned that the export-cuquery may have less impact on the monitor and export more data at a time.
Read the entire article here...
Read the entire article here...
Troubleshooting Permissions for Running Scripts on ControlUp Monitors
Some users suggested using ssh as a workaround for issues with permissions for running scripts on monitors or for more centralized management. Although it may require a "double hop" process, it can be effective. Python was also mentioned as a possible tool for opening an ssh session that opens Powershell. The advantage of ssh is that it allows for redirecting error and std_out streams. In theory, a similar approach using psexec could work but has not been successful for some users.
Read the entire article here...
Read the entire article here...
Best Practices for Redundancy in ControlUp Components for VDI Onboarding
A discussion arose about best practices for redundancy of components for new clients onboarded for VDI. It was suggested to deploy at least 2 ControlUp Monitors and dedicated Data Collectors for failover mode, with configuration instructions provided in the relevant EUC / Hypervisors API connection. ControlUp has a sizing guideline for v8.x, found at https://support.controlup.com/docs/sizing-guidelines-for-controlup-v8-x, though it is advised to monitor with ControlUp and scale as needed.
Read the entire article here...
Read the entire article here...
Troubleshooting a Conversion from ControlUp Trigger Template to JSON and Webhook
A webhook payload in JSON format was causing issues when trying to convert a ControlUp Advanced Trigger template. The user received suggestions on how to properly format the JSON, including using the correct variables and escaping newline characters. The issue was also discussed in a previous Slack thread.
Read the entire article here...
Read the entire article here...
Implementation of ControlUp monitoring for specific failed events
A user is looking to use CU to monitor their CA server for specific failed events, and wants to know if the trigger will work for each event. The trigger will only work for Warning or Error events, and one way to test it is by using a PowerShell script to generate a similar event on a machine with the CU agent installed. The script to create a test event is also provided. The event source must be created first if it does not already exist.
Read the entire article here...
Read the entire article here...