When using ControlUp 4 Desktop (CU4D), users have observed a discrepancy in the user interface and remote control experience depending on how they access device details. Specifically, accessing a device via the global search feature directs users to a different-looking interface than when navigating through the Devices > Details path. The interface reached through global search appears to be the older Angular-based UI, characterized by a red-themed layout and missing certain functional tabs such as RMM (Remote Monitoring and Management), Internet Explorer management, network, and storage tabs that are present in the modern white-themed interface accessed via the sidebar device menu.
This difference is not just cosmetic; the remote desktop experience also varies between these two paths. The remote control window initiated from the global search interface does not match the one available through the Devices > Details route, indicating that two different backend platforms or UI frameworks are in use. The sidebar route leverages the integrated DEX (Digital Employee Experience) platform embedded in the main ControlUp site, while the global search currently directs users to the legacy environment.
This issue has been acknowledged by the ControlUp team as a known problem. A fix is planned to unify the experience so that both access methods will lead to the modern UI and consistent functionality, including the proper remote control interface and management tabs. The resolution was expected to be rolled out within a few weeks from the time the issue was reported.
Until this fix is deployed, users should expect the global search function to open the older interface with limited features, while the Devices > Details navigation provides the full, up-to-date DEX platform experience. For the latest updates on this issue and other CU4D features, users can refer to the official ControlUp documentation and community resources.
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Reporting Related Training & Support Archives
Reporting training and support-related archives from inside the ControlUp Community on Slack.
How to Initiate Remote Assist for VDI Sessions in ControlUp and Upcoming Improvements to Global Search and Enrich Plugin
In ControlUp, currently the primary method to start a remote assist session for a VDI user involves navigating through the interface by selecting VDI > Details > drilling down to the specific pool, or by using the search grid to find a user, then right-clicking their session, choosing Session Management, and finally selecting Remote control. This workflow contrasts with some other remote support tools, such as ScreenConnect, which offer a global search feature enabling quick retrieval of any active session—physical or virtual—directly by searching the user's name.
The new global search functionality in ControlUp primarily directs users to the session activity reports rather than live session data. This design choice was intentional to focus on long-term historical data rather than real-time session information. However, multiple community members highlighted the benefit of extending the global search to include live VDI sessions, which would allow quicker identification and management of active sessions and streamline remote assist workflows, particularly for VDI.
The need for this improvement is tied to efforts by some organizations to consolidate tools, replacing separate remote assist products with ControlUp. The current process for VDI sessions is seen as less efficient compared to physical endpoints, where the user’s device appears directly in the global search, facilitating straightforward remote control initiation. Adding real-time VDI session data to the global search would align ControlUp’s user experience with that of other remote support tools and simplify support staff workflows.
Additionally, the community suggested expanding ControlUp’s Enrich plugin—already valued for integrating with ticketing systems and enhancing remote support capabilities—to cover VDI environments. This expansion is confirmed to be on ControlUp’s roadmap and is expected to be developed later in the year, promising to further enhance VDI support operations.
For more detailed guidance on starting remote control sessions and using ControlUp’s search features, users can consult the official ControlUp documentation at https://docs.controlup.com and explore the ControlUp Academy resources at https://cuacademy.controlup.com.
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How to Use ControlUp Live View to Identify Processes Causing CPU Spikes in VDI Environments
When attempting to diagnose CPU spikes and identify the specific processes responsible using ControlUp, the most effective approach is to utilize the Live view, also known as the VDI page in the ControlUp Web UI. This view provides real-time, granular insights into process-level CPU consumption across virtual desktop infrastructure (VDI) environments. Unlike historical reports, which show aggregated past data such as CPU Utilization Max but lack immediacy, the Live view updates metrics approximately every three seconds, enabling administrators to track CPU spikes as they happen and correlate them with individual processes.
Accessing this Live view requires either appropriate licensing or configuration that may prompt for a user principal name (UPN) login depending on how ControlUp is set up in the organization. When correctly logged in, administrators can drill down into specific machines experiencing CPU spikes and see a detailed, sortable list of CPU-intensive processes. This functionality helps pinpoint the exact processes causing resource bottlenecks, which is critical since the total CPU utilization of a machine does not always equal the sum of all visible processes. This discrepancy arises because kernel interrupts and other system-level operations that consume CPU are not attributed to individual user processes.
Users noted that if access to the Live view is initially unavailable or the relevant VDI tab not visible, it may be due to missing licenses or particular configuration settings controlled by the ControlUp administrator in the environment. In such cases, reaching out to the administrator and providing the UPN for authentication often resolves access issues. Without this, troubleshooting CPU spikes becomes difficult, and users may resort to external scripting solutions like PowerShell, which can be less reliable and less integrated.
Once logged into the Live view, operators can monitor real-time CPU usage per user and process, identify the top five consumers, and respond quickly to performance incidents causing a slowdown in the VDI environment. While the Live view is potent for immediate troubleshooting, storing long-term granular process data in a live manner is impractical due to data volume and cost, so ControlUp uses historical reports for trend analysis. Overall, the Live view is regarded as an essential and powerful feature in ControlUp’s suite for understanding and resolving CPU utilization spikes in virtualized desktop environments.
For further information on configuring and accessing the Live view in ControlUp, administrators can consult the official ControlUp documentation at https://docs.controlup.com and the ControlUp Academy at https://cuacademy.controlup.com. These resources cover licensing requirements, configuration steps, and best practices for effectively using real-time monitoring to maintain optimal VDI performance.
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Monitoring CPU Thermal, Power, and Frequency Throttling with Custom ControlUp Scripts and Dashboards
A common challenge in monitoring CPU performance is that traditional CPU utilization metrics often fail to reveal the underlying causes of slowdowns, especially in cases related to thermal or power throttling that reduce CPU frequency without triggering high CPU%. To address this, a detailed custom PowerShell script and accompanying dashboard have been developed to report CPU temperature, frequency, and distinct throttling signals in a granular and actionable way. This solution creates a dedicated data index named `custom_cpu_throttle` to track multiple independent throttling signals, enabling more precise diagnostics of CPU performance issues.
The core innovation of this approach lies in splitting CPU throttling indicators into three separate categories: thermal throttling (hardware/BIOS-related issues such as overheating or dust), power throttling (policy-related causes like power plans, Intune profiles, or BIOS max-state configurations), and frequency throttling (cases where the CPU clock speed drops below 85% of the rated max under load, capturing otherwise silent throttling scenarios common on AMD processors or CPUs with boost frequencies). By differentiating these factors, the method captures scenarios where traditional Event ID 37 logs or CPU utilization metrics miss critical performance degradations.
The script captures a range of per-device metrics during each run, including temperature and its source, throttle status types, current and maximum CPU frequency with a ratio percentage, and comprehensive throttling evidence logs that correlate performance drops with frequency and utilization data. This data feeds into a customizable ControlUp dashboard that aggregates key performance indicators, categorizes throttle types, tracks frequency trends, and identifies devices exhibiting the hottest or most throttled behavior. The dashboard also correlates these metrics with user experience signals like application crashes and digital employee experience (DEX) scores, enabling targeted troubleshooting from a single pane of glass.
Technical details specify that the solution runs on Microsoft Windows devices using PowerShell scripts triggered every two minutes (120 seconds) with a 60-second timeout and sends data to the `custom_cpu_throttle` index only when devices are online. The solution supports filtering by device, throttle type, and status for focused analysis. While the script covers many AMD-specific throttling scenarios, some complexities remain given AMD's diverse behaviors, though unrealistic values are filtered out to maintain accuracy. This tool is well-suited for IT administrators and helpdesk teams looking to resolve performance tickets where CPU utilization appears normal but throttling impacts response times, such as in Outlook or other user-facing applications.
For detailed setup or a walkthrough, the script (`SP-CPU-Throttle-v2.ps1`) and ControlUp dashboard configuration (`SP-CPU-Throttle-Dashboard.json`) are available on request. This solution is an example of extending ControlUp’s monitoring capabilities via custom scripts and dashboards to deliver deeper insights into CPU performance issues that go beyond default instrumentation.
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Issues with Failed Scheduled Runs on ControlUp
Multiple users reported issues with scheduled runs showing as failed despite successful manual runs. The ControlUp Engineering team has been notified to investigate. Additionally, there is a separate case regarding scheduled flows not firing. A user expressed their thanks for avoiding the need to open a ticket about the issue.
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ControlUp Remote Control Log Out Issues.
Users had been logged out of ControlUp mid-remote control session. A member suspected the issue may have been due to active session time out. ControlUp support suggested checking the Audit logs to see if this was the case. Some users also reported being logged out of other SAML-authenticated apps. A rogue tab or SAML/IDP provider may be the cause of the issue.
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Generating a Disk Usage Report for All Laptops in ControlUp
A user asked for a report on disk usage for all laptops and found a report for 'Top Devices By Disk Usage' but could only export the top 100. They asked about the specific columns in a different report and were directed to the Hardware and OS Report where they could expand drive information. Thanks were given to Eugene and Luke for their help.
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Troubleshooting EUC test failures after updating HIVE to 1248
A user reported trouble with EUC tests failing after updating HIVE to version 1248. The ControlUp team suggested enabling debug mode, zipping and sending the logs, as well as the Scout ID in a support ticket to troubleshoot the issue. It was also mentioned to make sure the Scoutbees Hive service is healthy and running.
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Formatting Message Text on Microsoft Teams
A discussion about formatting message text on Microsoft Teams was had, with the suggestion to use the "Send Message to Channel" integration to define titles and flag messages as important using Markdown or Adaptive Cards. A sample JSON payload was provided for reference. The user who brought up the question was encouraged to try it out and report back on their experience.
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Importing Tagged Data from ControlUp with API and Workflows
A user is trying to export historical data from ControlUp, but is facing issues with their complex Active Directory structure and use of tags. They ask for suggestions on an easier or better way. Another user suggests using the API with device queries to filter the data, and provides an explanation with practical examples. They also mention that this can be utilized in Workflows with the Get Custom Data node. It is also mentioned that the user's desired result is possible.
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