Troubleshooting Data Loading Issues in ControlUp VDI App

A user was having issues with loading data in the VDI app on ControlUp. Suggestions were given for troubleshooting, including checking the agents on the data collector and following courses in the academy. The user also shared a connectivity test they ran from one of their monitors. After examining the monitors, everything seemed to be inbound and outbound communication was set up. However, the user noticed a recurring error in the event viewer on the agent machines.

Read the entire ‘Troubleshooting Data Loading Issues in ControlUp VDI App’ thread below:

Hi,

Brand new to ControlUp. We´re setting up controlup VDI for a new DC/Hypervisor. The console is working but when trying to look in the VDI app (web console), no data ever loads. Where would I start looking/troubleshooting?

Sorry for the noob question 🙂

Thanks!

You need to make sure the agent on you data collector is communicating with a monitor – monitor is what actually sends the data to our backend

Not at home to share screen but in the real time console check in monitor status -> data sources

This should help as well

https://support.controlup.com/docs/communication-ports-used-by-controlup-hybrid-cloud-eu-customers

https://support.controlup.com/docs/controlup-data-collector

Thank you, I’ll have a look!

I also recommend following the courses in our academy for some basics

I’ve ran the Connectivity tester from one of my monitors and it throws no errors.

“`ControlUpTester v3.5 – Results Export

Date: 2026-02-02 11:01:20 am

User:

Region: EU

Platforms: ControlUp for VDI,Agent Outbound,Websockets

https://fe1.controlup.com – OK

https://fe2.controlup.com – OK

https://fe3.controlup.com – OK

https://fe4.controlup.com – OK

https://app.controlup.com – OK

https://rt-app.controlup.com – OK

https://rt-app-eu-central-1.controlup.com – OK

https://rt-app-eu.controlup.com – OK

https://cu-ca-eu.controlup.com – OK

https://cu-ca-eu-central-1.controlup.com – OK

https://cu-services-cpa-eu.controlup.com – OK

https://cu-services-cpa.controlup.com – OK

https://cu-services-cpz-eu.controlup.com – OK

https://mp.controlup.com – OK

https://monitor-receiver-azure-westeurope-prod.controlup.com/v1/data – OK

https://insights-hec.controlup.com – OK

https://solve.controlup.com – OK

https://s3.eu-central-1.amazonaws.com – OK

https://prod-dex-login-westeurope.controlup.com – OK

https://solve-cdn.controlup.com – OK

https://prod-dex-login.controlup.com – OK

https://solve-ws-proxy-eu.controlup.com – OK

http://formatters-prod-eu-east-1.s3.amazonaws.com – OK

https://cu-agents-cpa.controlup.com – OK

https://cu-agents-cpa-eu.controlup.com – OK

– Open

– Open

– Open

End of Results“`

The tenant have existing sites that are working OK and are visible in the Web UI. It is for this new site that I have the issue.

I am running two monitors that connects to EUC (Omnissa Horizon) and the Hypervisor (vSphere). I have not set up any dedicated data collectors.

When inspecting the monitors, everything seems to go inbound. The agent deployment settings is ticked for Outbound Communication.

I’ve noticed the followin recurring error in the event viewer on the agent machines.

“`Failed to open channel to broker

Process ID: 9520

Server address:

Client computer name:

Error Description:

1. Error type – ServiceCallFailedException : Failed to access gRPC server at

Stack Trace:

1. at paServer.Communication.Grpc.GrpcServiceClientFactory.c37e54375f8b5cddf2e83ba140d4d65bb(Uri c853bdac0e1250826932376227b3dbac1)

at paServer.Communication.Grpc.GrpcServiceClientFactory.ccae451f0683d8f7feb995832e31d28d5()

at System.Lazy`1.CreateValue()

at System.Lazy`1.LazyInitValue()

at paServer.Communication.Grpc.GrpcServiceClientFactory.CreateServerVersionsClient()

at A.ccfb54332264a731264057abf5c46197b.c658fb4988e73ea014deffcef8b868196(MonitorEndpointData c47ec30516bce5df0aa1df2214ee6f601, CancellationToken cae29b4fe8565d6b1927c9bbf05711a8f)

at A.ccfb54332264a731264057abf5c46197b.c5d35af305a1eda971e2676569abe0add(MonitorEndpointData c52ab63a3cffc22f077cce75194e49e52, CancellationToken cae29b4fe8565d6b1927c9bbf05711a8f)

at A.cb150a287f652731d00efb0d86d15f4d1.cb12a4ed493f5d8b18ff89f56c55eab28(IEnumerable`1 c2474c07f88d3e063162d2e6cebd4323e, ccfb54332264a731264057abf5c46197b c28f3ef3cc92ffb441d54c2863eaaeba0, String c4d15afaa64b286a9da7e9ad96aa3633c, CancellationToken cae29b4fe8565d6b1927c9bbf05711a8f, MonitorEndpointData& c0903802c17a489967f14328a6eabb915)

“`

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