ControlUp’s Realtime DX Console and Monitor components currently use LDAP (Lightweight Directory Access Protocol) on port 389 to communicate with Active Directory for essential functions such as reading the domain’s organizational structure, discovering computers, and retrieving user and group information. This communication method is explicitly documented in ControlUp’s support materials. While security teams often prefer LDAPS (LDAP over SSL/TLS) on port 636 to secure directory queries, ControlUp’s product does not automatically fall back from LDAP to LDAPS if port 389 is closed or blocked.
The reliance on LDAP instead of LDAPS is outlined in ControlUp’s official documentation, including the Communication Ports for VDI environments, particularly for the EU region. These documents confirm the use of LDAP on port 389 as a mandatory communication channel for the Console and Monitor to function correctly. Attempting to restrict access by only allowing LDAPS traffic on port 636 without open access on port 389 will disrupt domain querying operations and break functionality.
There is currently no straightforward option within ControlUp to switch these queries from LDAP to LDAPS. The documentation and community experts note that closing port 389 and permitting only port 636 is not supported and will result in operational issues. This limitation is important for network and firewall teams to understand when reviewing and tightening rules related to ControlUp’s network communication.
For detailed information on required ports and communication flows, ControlUp provides a dedicated documentation page at https://support.controlup.com/docs/communication-ports-used-by-controlup-hybrid-cloud-eu-customers, which includes tables and descriptions of mandatory ports for the Console and Monitor roles. Users seeking secure directory communication should be aware of this existing protocol limitation and plan network configurations accordingly to avoid disruptions.
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Unified Communications Related Training & Support Archives
Unified Communications training and support-related archives from inside the ControlUp Community on Slack.
How to Release Remote Control Session Guard in ControlUp During Network Issues
A common issue encountered by Support Teams when using ControlUp for remote session management is the challenge of releasing the session control guard when a user's device experiences network issues. In such scenarios, the support agent is often disconnected and attempts to reconnect to the remote session can fail or be significantly delayed, especially during active phone support sessions. This delay can hinder timely assistance and prolong user downtime.
The root cause stems from the remote control session remaining locked or guarded by the ControlUp client process, preventing immediate reconnection or takeover of the session. To resolve this, a practical workaround involves terminating the ControlUp Remote Control process associated with the session on the support agent's device. Specifically, killing the process named CU_RC.exe frees the control of the remote session, allowing the agent to reconnect without the usual delays caused by the locked session state.
This method has been verified by multiple users within the community as an effective way to release the session control guard promptly. It is recommended as a quick and straightforward action in cases where network instability disrupts remote control continuity. Teams are advised to share this approach as a standard troubleshooting step to minimize downtime during remote support sessions.
It should be noted that forcibly terminating the CU_RC process might interrupt an ongoing session and should be performed with clear communication to the end-user. Additionally, this technique is applicable in environments using current versions of the ControlUp Remote Control feature and may need adaptation if underlying product updates change process names or behaviors.
For more detailed information on managing remote control sessions in ControlUp and handling connectivity issues, users can refer to ControlUp’s official documentation and knowledge base at https://docs.controlup.com or explore training resources at https://cuacademy.controlup.com.
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Resolving macOS Network Extension Approval Prompts During ControlUp Agent Deployment
When deploying the ControlUp macOS agent via ControlUp for Digital Experience (CU4D), users may encounter a system prompt asking for approval related to a Network Content Filter extension. This prompt is legitimate and a standard security feature of macOS. Apple requires explicit user or Mobile Device Management (MDM) approval for network extensions because they run in the background and have the capability to inspect network traffic.
The specific prompt appears due to the agent’s use of a network extension to facilitate Unified Communications and Collaboration (UC&C) live monitoring. While the agent itself continues functioning without this approval, enabling the extension is necessary to capture and provide real-time UC&C data, which is vital for comprehensive digital employee experience monitoring focused on communication tools and services.
Deployment of the ControlUp macOS agent often involves using remote control utilities like ScreenConnect, and configuration of these network extension approvals can be managed through MDM solutions such as Jamf or Microsoft Intune. By applying configuration profiles through MDM, administrators can reduce or prevent these approval prompts from appearing to end users, streamlining the deployment process and improving user experience.
For further details and step-by-step instructions on deploying the macOS agent and handling configuration profiles in MDM environments, refer to ControlUp’s official documentation at https://support.controlup.com/docs/configuration-profiles-for-mdm-deployment. This article has been validated with recent versions of Jamf and Intune, ensuring compatibility and applicability in modern macOS management setups.
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How to Identify Java Process Executable Paths on VDIs Using ControlUp Real-Time Data and Recurring Exports
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 the “Something went wrong” error on the ControlUp Unified Communications Dashboard Device Count Widget
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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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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Enabling FSLogix Metrics on ControlUp Dashboards Using Real-Time Data and Upcoming API Enhancements
ControlUp users have inquired about displaying FSLogix metrics on the ControlUp Dashboard, but encountered the limitation that no predefined FSLogix metrics are currently available in the existing data scopes. This is because FSLogix real-time data is not currently included in ControlUp’s historical data sets, which underpin the dashboard's metric options and the public API. As a result, FSLogix metrics are not accessible through these channels at present.
ControlUp’s product management and development teams have confirmed that this situation is expected to change soon. There is an upcoming Real-time public API planned for release that will include FSLogix real-time data. This update will enable users to access FSLogix metrics on dashboards in real time, expanding the ability to monitor FSLogix environments directly within the ControlUp interface.
In parallel, ControlUp is also working on extending real-time data access for its AI Assistant functionality. Once implemented, this will allow users to generate dynamic visuals and analyses on FSLogix data using the AI Assistant, further enhancing real-time monitoring and troubleshooting capabilities related to FSLogix.
For now, users cannot directly add FSLogix metrics to dashboards due to the absence of these metrics in the historical data and public API. However, the forthcoming updates will bridge this gap, allowing seamless integration of FSLogix metrics into ControlUp’s real-time dashboards and AI-driven analytics. For further information on ControlUp dashboards and the evolving capabilities, users can refer to the official documentation at https://docs.controlup.com and the ControlUp Academy at https://cuacademy.controlup.com.
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ControlUp Community Meetup 16: From DEX to Autonomous IT: A Fireside Chat with ControlUp CEO Jed Ayres
In this ControlUp Community Meetup, host Douglas Brown sits down with Jed Ayres, CEO of ControlUp, to discuss the growing complexity of IT, the evolution of Digital Employee Experience, and how AI is changing the way technology teams identify and resolve problems.
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How to Use ControlUp’s Beta Features for Desktops: Deployment, Benefits, and Best Practices
ControlUp has introduced new beta features for its ControlUp for Desktops agent, offering users early access to the latest enhancements and improvements. This beta version is designed to allow IT administrators and users to test new functionalities before they are released for general availability. To participate in the beta, users can configure their agent version control settings to deploy the beta version selectively across specific devices. This targeted deployment helps organizations evaluate the beta features in a controlled environment without impacting their entire infrastructure.
The update has been well-received by the community, highlighting the significant value and innovation brought by the new capabilities. The positive feedback underscores the quality and effort invested by the development team in enhancing the user experience and functionality of the ControlUp agent. Although detailed specifics of the beta features were not outlined in the initial announcement, users are encouraged to review the beta release notes and experiment with the new version in their test environments to understand the full scope of improvements.
As this version is a beta, it is important to note that it may contain experimental features or potential issues not present in stable releases. Organizations should exercise caution by limiting beta deployment to non-critical systems or test groups, monitoring performance, and providing feedback to ControlUp to assist in refining the final release. Users can manage agent versions and access version control documentation at https://support.controlup.com/v1/docs/agent-version-control to ensure proper deployment and rollback options are understood.
For further information on ControlUp agent management, deployment best practices, and how to leverage new updates effectively, consulting the official ControlUp documentation at https://docs.controlup.com and the ControlUp Academy at https://cuacademy.controlup.com is recommended. These resources offer comprehensive guidance on everything from installation to advanced feature configuration, ensuring IT teams maximize the benefits of ControlUp across their digital workplaces.
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ControlUp Community Meetup 15: How to: Connecting MCP AI to your Real-Time Data
Learn how to connect AI to live enterprise data using the ControlUp MCP Server. In this session, Chris Twiest explains the fundamentals of Model Context Protocol (MCP), including LLMs, prompts, system prompts, tool calling, and retrieval, before demonstrating how to connect Claude Desktop to ControlUp. Watch a live walkthrough of configuring the MCP Server, querying real-time endpoint data, visualizing application crashes, comparing results against historical baselines, and using system prompts to dramatically improve AI accuracy. The session also explores practical use cases, including upgrade planning, combining multiple MCP servers, building custom AI interfaces, and the future of autonomous endpoint management.
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