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Virtual Desktops Related Training & Support Archives

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

Understanding ALERT RULES Licensing and Usage in ControlUp One EVENTS Tab

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Within the ControlUp One platform, the EVENTS tab includes an ALERT RULES section that is specifically designed for ControlUp for Desktops (CU4D). Users who do not have a CU4D license will encounter a license error when accessing the ALERT RULES tab, even though other areas like OVERVIEW and EVENT DETAILS function normally. This is because the ALERT RULES feature is directly tied to CU4D licensing and capabilities. The ALERT RULES in ControlUp One covers alerting for CU4D, ControlUp for VDI (CU4VDI), and Synthetic Monitoring; however, the creation and management of alert rules within this tab are exclusive to CU4D. For alerting related to ControlUp for VDI and Synthetic Monitoring, users must configure those alerts within their respective products. Once alerts are configured in each solution, they will be aggregated and displayed together in ControlUp One for centralized monitoring. In summary, the ALERT RULES function in the ControlUp One EVENTS tab is dedicated to CU4D alert creation, and attempting to access this function without the proper CU4D license will trigger a license error. Alert management for CU4VDI and Synthetic Monitoring requires using those individual products’ alerting tools, after which their alerts become visible collectively within the ControlUp One interface. This division maintains clear licensing boundaries and functional segregation across ControlUp’s different monitoring products. For more information, see ControlUp’s official documentation on alerting and licensing at https://docs.controlup.com and explore the ControlUp Academy for training on alert configuration and best practices at https://cuacademy.controlup.com.

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Troubleshooting Script-Based Action Visibility Delays Between ControlUp Console and Web App

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When a Script-Based Action (SBA) is created in the ControlUp Real-Time Console, it typically becomes available in the ControlUp web app almost immediately. The synchronization between the console and the web app occurs through the ControlUp store configuration, which is propagated via the monitor cluster. Generally, no additional manual steps are necessary for the new script action to appear in the web app interface. However, in scenarios where the script action does not immediately show up in the web app, several troubleshooting steps can help resolve the issue. The first recommended approach is to simply refresh the web console page to ensure the interface updates with the latest configuration changes. If the script action still does not appear, verifying user permissions is crucial, as lack of appropriate access often causes visibility problems. An explicit save of the configuration from the console using the File -> Save Configuration option may also accelerate the propagation process. As a last resort, restarting the monitor cluster can force synchronization across components. The most common root cause for delays or failures in SBA availability in the web app is permission settings. Ensuring users have the necessary rights to access and execute the script actions is essential. This sequence of steps—refresh, check permissions, save config, restart the cluster—provides a structured approach to troubleshooting SBA visibility issues across ControlUp environments. For further details on managing Script-Based Actions and permission configurations, refer to the official ControlUp documentation at https://docs.controlup.com and explore ControlUp Academy resources at https://cuacademy.controlup.com.

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Troubleshooting Script Actions in ControlUp Realtime and Web Consoles

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A user asked how long it takes for a script action to be available in the Web Console after creating it in the Realtime Console, and another user responded that it usually takes a few seconds. If the issue persists, instructions were given for a potential solution and to contact support. The process of updating and running the new version of a script on the Web Console was also discussed. The user found that the new version was not immediately populated, but refreshing the web console and using the Save Configuration feature may help in this process. Support can be contacted at support@controlup.com if necessary.

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How to Pinpoint CPU-Heavy Processes Across Your VDI Fleet with ControlUp

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This thread walks through a real customer question: how do you find which processes are eating the most CPU across a large VDI estate (200 servers) over a long period, so you know what to optimize? It starts in ControlUp Dashboards. Using the VDI process data, you can build a widget showing top processes by CPU, then narrow it to the machines you care about using global filters (filter by folder, or switch to query filters with IS / IS NOT). A table beats a bar chart for a top-50 view, and any filters and time frames you set are saved in the URL, so you can bookmark or share the exact view. The built-in Gallery dashboards (notably "Big Screen Dashboard VDI") already include a processes-by-CPU widget out of the box. The harder part is the one the customer really cared about: getting a meaningful picture across all machines rather than a single noisy spike on one box. The data is stored per process per 5-minute timeslot, not pre-aggregated per machine, so the practical approach that emerged was: Filter to the folder containing all target machines. Use CPU usage P95 to strip out short, expected spikes (with a fallback to average CPU, since P95 returned N/A in some environments — a possible bug worth a support ticket). Add metrics under Advanced: computer_name (unique count) to see how many machines run the process, and process_name (count) to see how often it appeared (each record ≈ a 5-minute aggregate). The processes worth optimizing are the ones combining high CPU + high machine count + high record count. Worked example: a process showing ~1,080 records across 197 machines roughly translates to ~90 hours of activity over 7 days, or a few minutes per machine per day. The same method surfaced candidates like CompatTelRunner.exe, WerFault.exe, and WEM-related activity for further investigation. To go deeper, the App Trends and App Statistics reports let you drill into a specific app, and product_name data helps identify what's actually behind generic process names like setup.exe. A few important caveats came up: averages hide spikes (10% average could be one minute at 100%), process counts are per machine, and hypervisor-level CPU (e.g., XenServer) can disagree with in-VM agent data when hosts are over-provisioned — which is also why a Sizing Recommendations report may suggest removing vCPUs even on a machine that looks maxed out. Bottom line: use the dashboard to identify the heavy processes (folder filter + P95/avg CPU + machine count + record count), then use the App Trends report to dig into the details per app.

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How to View CVAD Delivery Controller Information in ControlUp Real Time Console

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A discussion took place about how to see what CVAD delivery controller a machine is registered to within the Real Time Console 9.2.0.622 - the "CVAD Broker Name" column can show the DNS hostname of the controller a machine is registered to, but this may be empty if the machine's registration state is Unregistered or Unknown. The column should show data when connected to the EUC environment where the machine is hosted, and the auto connect feature can also be used to see CVAD data and ControlUp data together. The discussion can be found on the ControlUp Slack channel.

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Troubleshooting VDI Details Not Showing Data

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A user asked about data not showing up in VDI details even though they have followed the necessary steps, such as installing the Remote DX Agent and enabling the Remote DX Plugin. Another user suggests checking if the virtual channel is enabled, and the first user realizes that they had not enabled it initially. After enabling it, they are still not seeing any data but it is suggested to try a new session or open a support ticket. The relevant ControlUp documentation for enabling the virtual channel is provided. Possible solutions are discussed and the user is advised to open a ticket if the issue persists.

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ControlUp Agent Upgrade Troubleshooting and Left-over Files

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A discussion took place about upgrading controlUp agent and left-over files. It was discovered that cuAgent can also be installed/upgraded via winget, and an error message was encountered when trying to upgrade to version 9.2.0.622. Further questions were raised about why there may be left-over files after upgrading and if winget can detect installs pushed via console.

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