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Security Related Training & Support Archives

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

Where to Find the Initial Branch Setting in ControlUp?

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A user needed help understanding where to find the "Initial Branch" setting in their activity report in ControlUp. It was recommended to configure the branch mapping via the ControlUp console settings page, as ControlUp looks at the initial Client IP of the user session to map the correct branch. It was discovered that the "Initial Branch" was set by a previous colleague's test record. The settings page can be found at https://support.controlup.com/docs/branch-mapping.

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Troubleshooting ControlUp Scout for Microsoft Teams

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Rick was attempting to configure ControlUp Scout for Microsoft Teams but one of the tests was failing. They wanted to know where the hive was located and after they identified it as a custom hive on the internal network, it was suggested that it may be due to a firewall issue. As a first step, it was suggested to make sure calls can be initiated from the custom hive location. More information can be found in the ControlUp support page https://support.controlup.com/docs/custom-hive-overview.

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ControlUp Agent Status Reports “Error” While Working Perfectly

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A user asked about an issue with Instant Clone VMs; potential causes suggested included DNS resolution, firewall blocking, Agent not installed, or Agent not running. To find the exact error message, they need to look at 'Monitor Status' in the Console. It was then mentioned that if these VMs are not connecting to the Monitor, they will cause errors in Solve (missing historical data). Lastly, the user realized that the Agent may not be running.

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Troubleshooting Tips for AppX Package Issues

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The discussion covered troubleshooting tips for appx package issues. It suggested using "AppX packages loaded" section and procmon'ing the affected user to gain more visibility. It also included a link to a video and summarized the relevant section relating to troubleshooting gaps. The video can be found at https://youtu.be/jyj5dEpXg_Y?t=1872.

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Issues Setting Up ControlUp with Split Accounts

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A user was setting up ControlUp with split accounts and was facing issues when connecting with the console. It appeared that the impersonation activity was using the wrong account, causing access denials. Support explored the issue but couldn't find a rootcause. It turned out changing the account for a specific application pool in IIS to the SVC_CU_DB account fixed the issue, suggesting it was an installer problem. An event log in security was making logon failures with a STATUS_WRONG_PASSWORD code.

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How to Troubleshoot ‘Request Timed Out’ Error When Implementing ControlUp’s High Latency Analysis Script

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A user asked for help with a script found at https://www.controlup.com/script-library-posts/analyze-high-latency-issues/, which was running the full 5 minutes before timing out. A member suggested to change the endpoint IP to the public one if the client is on the same network or at least pingable, but noted that most home firewalls will not allow ping so it will likely time out.

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How to Select Storage Region and Understand Security in ControlUP (Cloud)?

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A user asked about setting up ControlUp Cloud - the default regional location depends on the user's location and can either be the US or EU. Historical data loss will occur if migration to a different region is requested. The region specific locations are US-East-1 (N. Virginia) and EU-central-1 (Frankfurt). There might also be some customers on eu-west-1 (Ireland). Any client identifiable information should be discussed with the sales team.

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