Troubleshooting ControlUp Endpoint Installation Issues: Logs, Version Control, and Deployment Guidance

When troubleshooting issues with ControlUp endpoint installations where the Agent Manager installs correctly but additional components like SIP, EdgeDX, or Remote DX do not, the primary locations for diagnostic information include the Windows Event Viewer (Application logs) and the folder at C:\ProgramData\ControlUp\Logs. However, users have reported that this logs folder might sometimes exist but be empty, making Event Viewer logs the primary source for troubleshooting.

One potential root cause identified is related to the Version Control settings in the ControlUp portal. These settings can delay or prevent the deployment of additional components beyond the Agent Manager. Verifying and adjusting the Version Control configuration is recommended to ensure it is not interfering with installation timing.

Besides configuration settings, antivirus or endpoint security solutions frequently interfere with ControlUp installations. It is important to check that all ControlUp-related folders and files are excluded from real-time scanning and quarantine, as security software blocking these files can halt installation progress without clear error messages.

Another consideration is the deployment method used for Remote DX, which differs from the Agent Manager and may require separate deployment steps or tools. This factor should be verified, especially in complex or staged deployments.

While there is an MSI installer log that could provide more detailed insights and may reside under the ControlUp program data path, its location and availability may vary based on setup. Users are advised to consult the ControlUp documentation on Version Control and agent deployment for the latest guidance. If further help is needed, providing Event Viewer logs, any available installation logs, and screenshots of Version Control settings to ControlUp support will facilitate resolution.

For more details on controlling agent versions and deployment, see the official ControlUp documentation at https://support.controlup.com/docs/agent-version-control.

Read the entire ‘Troubleshooting ControlUp Endpoint Installation Issues: Logs, Version Control, and Deployment Guidance’ thread below:

morning. i’m troubleshooting a widespread issue with endpoint installs. i’m installing the agent manager via the cmd generated in dex portal which is using our latest devreg code. agent manager installs fine but sip/edgeDX or remote dx never get installed. where can i find relevant logs?

Hi Matt,
Thanks for posting!
Logs can be found in Event Viewer (Application) and `C:\ProgramData\ControlUp\Logs`
Please send both with the ticket.
Also, having a screenshot of your Version Control settings will help us assist you.

Folder exists but it’s empty

Then Event Viewer logs are the way to go

If I had to guess, your Version Control settings are delaying the deployment

There is an msi installer log i think is in program data controlup but can confirm later. But check that your av and security solutions are excluding the controlup folders / files

Also a abel says see if u gave gradual deployment over a few days.

U also mention remote dx that is a different install how are u deploying that?

Hey Luke, Matt already has this sorted
Sorry did not update here

Happy days

Continue reading and comment on the thread ‘Troubleshooting ControlUp Endpoint Installation Issues: Logs, Version Control, and Deployment Guidance’.  Not a member? Join Here!