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Reporting Related Training & Support Archives

Reporting training and support-related archives from inside the ControlUp Community on Slack.


How to Identify Java Process Executable Paths on VDIs Using ControlUp Real-Time Data and Recurring Exports

Posted on September 14, 2026

A common challenge among IT teams managing virtual desktop infrastructure (VDI) environments is identifying the exact executable paths of Java processes running on their VDI machines. In a recent inquiry, a ControlUp user sought to locate Java processes and determine the full execution path of these processes on their VDIs using ControlUp dashboards. Although they were able to create a dashboard widget that revealed the folder structure, they found no direct way to report the full executable path for historical data within ControlUp. The root cause identified is that ControlUp does not retain the full executable path information as part of its historical data records. Instead, this level of process detail—specifically the executable path—is only available in live, real-time data monitoring. For those needing to track Java process paths over time, this limitation means historical analysis of full executable paths is not natively supported by ControlUp’s historical data collection. Several users acknowledged that having the executable path data visible and reportable in a historical context would be highly valuable, especially for use cases such as identifying outdated Java runtime versions and understanding diverse Java process usage patterns across an organization’s VDI environment. While real-time data is sufficient for immediate troubleshooting, historical visibility would enhance trend analysis and proactive software management. As a practical workaround, it was suggested to leverage ControlUp’s live monitoring capabilities combined with recurring data exports using the ControlUp PowerShell module command `Export-CuQuery`. By regularly exporting live process data—including executable paths—over time, teams can build their own longitudinal datasets outside of ControlUp. This approach allows filtering and analysis of Java process paths beyond what the platform currently stores in its historical database. Regarding the broader context of Java monitoring integration into ControlUp for Azure Virtual Desktop (CU4A), current support remains focused on real-time visibility, with no confirmed release date for extending these capabilities to historical data or enhanced Java-specific monitoring features. Users are encouraged to stay updated through official ControlUp resources. For further details on ControlUp capabilities, data export options, and dashboard customization, users may consult the ControlUp Knowledge Base at https://docs.controlup.com and the ControlUp Academy at https://cuacademy.controlup.com.

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Troubleshooting macOS Agent Crashes with ControlUp 2.18 Release Candidate

Posted on September 10, 2026

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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Automating Device Group Assignment in ControlUp Workflows Using Registry Key Data

Posted on September 10, 2026

A community member inquired about automating device group assignment in ControlUp based on a specific registry key value. The initial approach discussed involved writing a PowerShell script to read the registry key and create a custom index in ControlUp, which could then feed into a workflow for moving devices to the appropriate device group. This method also opened possibilities for using the data in dashboards, creating alerts for registry changes, and triggering remediation workflows. A practical PowerShell script example was shared to demonstrate how to write, read, and output a registry key value under the current user (HKCU). This script was integrated with ControlUp’s Device Events by printing the output between defined event markers. Subsequently, a more detailed script was contributed, which collects registry information along with system and timestamp metadata, outputs it as a compressed JSON object, and supports error handling if the registry key access fails. This script is intended to run periodically to populate ControlUp’s data index, providing the basis for alerting and workflow triggers. The recommended implementation steps include adding the script to the environment to gather registry data regularly, setting up alerts to trigger on specific registry values, and using ControlUp workflows with webhooks to move devices to the correct device groups based on the registry data. While alerts were initially used for this purpose, the community acknowledged the drawback of proliferation—needing many alerts for multiple groups—and expressed a preference to rely more on workflows for automation, preserving alerts for genuine issues. To advance beyond alerts, the suggestion was made to leverage ControlUp’s API to retrieve custom data directly, enabling workflows to act on this real-time data without spawning numerous alerts. This approach supports scalable device management workflows, automating group assignments effectively. A recommendation was offered to engage ControlUp Customer Success Management (CSM) or Professional Services for further assistance with complex workflow setups integrating API data extraction. The discussion underscores the evolving use of ControlUp’s scripting, alerting, and workflow capabilities to streamline device group management based on registry key states. For further reference, ControlUp’s official documentation on custom data scripting, workflows, and alerts can be found at https://docs.controlup.com, and detailed learning modules are available via ControlUp Academy at https://cuacademy.controlup.com.

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Troubleshooting Missing macOS Script Details in ControlUp Event Logs and Resolution via 2.18 RC Agent

Posted on September 9, 2026

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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Troubleshooting Missing Updated Templates in ControlUp Due to Page Caching

Posted on September 3, 2026

A community member reported an issue with the ControlUp platform where only 11 templates were visible instead of the expected, larger list of templates. The user noted they would wait to see if the issue resolved later in the day. A ControlUp expert clarified that this situation should not occur as there were 23 new templates recently added, meaning the list should be significantly larger. The expert suggested that the most likely cause of the limited visibility was a temporary caching issue on the page displaying the templates. They advised the user to verify if the problem persisted and assured that if it did, the issue would be further investigated to determine the root cause. Subsequently, the user confirmed that after some time, they could see all the templates as expected. This indicates that the caching issue resolved itself, restoring full access to the updated template list. This example highlights that when newly added templates or updates do not immediately appear in the ControlUp interface, it is often due to temporary caching of the page content. Users encountering a similar discrepancy are advised to wait briefly and refresh the page to allow the cache to update. If the problem continues beyond this, contacting ControlUp support for deeper investigation is recommended. For further details on managing templates in ControlUp or troubleshooting display issues, refer to ControlUp’s official documentation at https://docs.controlup.com.

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Managing ControlUp’s CoreAgent on macOS without a Bundle ID

Posted on September 2, 2026

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 the “Something went wrong” error on the ControlUp Unified Communications Dashboard Device Count Widget

Posted on September 2, 2026

A user reported an issue on the ControlUp Unified Communications Dashboard, specifically with the "Amount of devices" metric displaying an error message stating "Something went wrong." The problem was identified within the dashboard gallery, not a customized or private dashboard. Investigation revealed that the user's environment involved Teams integration only, without Zoom integration. Other users confirmed the feature worked correctly in their setups, suggesting the issue might be isolated or related to specific configuration parameters. One recommended troubleshooting step was to review and reselect the data index used by the widget, as this action had previously resolved a similar issue with another widget. The suggestion included taking screenshots of the current configurable settings to restore them if necessary since reselecting an index can reset other dashboard settings. This resolution approach highlights the importance of verifying the correct data source or index selection when dashboard widgets fail to display expected information. Although the issue was not fully resolved within the discussion, the key takeaway is ensuring the widget’s data index aligns properly with the intended source. Administrators encountering similar errors on the Unified Communications Dashboard are advised to confirm their integration settings and, if problems persist, reconfigure the widget's data index while preserving current configuration parameters. For further guidance, see ControlUp’s official documentation on dashboard configuration and index management at https://docs.controlup.com.

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Resolving Permission and Custom Field Issues When Creating ServiceNow Records via ControlUp Flows

Posted on August 28, 2026

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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Understanding Real-Time Access and Limitations of the TCP Connections Table in ControlUp

Posted on August 27, 2026

The TCP Connections table found under the Network Tab in ControlUp is accessible exclusively as a real-time data source. There is no indexed or historical storage of this table's data within ControlUp's platform. This means that the TCP Connections information is gathered and displayed dynamically at the moment of the query, providing a current snapshot of network connections, but it is not archived for later analysis or retrieval. Users seeking to analyze TCP connection trends or historical network session data over a period would need to use alternative monitoring or logging tools designed for data retention and historical reporting. ControlUp focuses on real-time performance monitoring and diagnostics, and the design decision for the TCP Connections table reflects this emphasis. For detailed information on what network-related metrics ControlUp captures and how to leverage them in troubleshooting or performance analysis, the ControlUp documentation and knowledge base offer comprehensive guidance at https://docs.controlup.com. Additionally, exploring ControlUp Academy at https://cuacademy.controlup.com can provide training on optimizing network monitoring within the ControlUp environment.

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Understanding macOS Crash Reporting in ControlUp 2.18 through the Windows Event Log Data Source

Posted on August 24, 2026

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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