Troubleshooting Missing Unified Access Gateway Metrics in ControlUp Due to Horizon API Version Limitations

When configuring the connection to VMware Unified Access Gateway (UAG) in ControlUp version 9.2.5.634, a common issue arises where the UAG appears connected but does not show any metrics or visibility under the EUC Environment or the DEX Connection Servers section. Although the initial connection test succeeds, UAG metrics are missing from the interfaces, leading to confusion about what might be incorrectly configured.

One critical root cause identified is related to the Horizon REST API version supported by the UAG and Connection Servers. ControlUp relies on Horizon’s Monitor Gateways API version 5 to retrieve UAG data, but many Horizon environments running version 2412 or earlier only support versions 3 or 4 of this API. This incompatibility prevents ControlUp from properly monitoring the UAG, resulting in the absence of UAG metrics despite a seemingly successful connection configuration. This limitation is not explicitly detailed in ControlUp’s documentation, making it an easy pitfall for users in older Horizon environments.

Users who upgraded their Horizon Connection Servers to version 2603 reported that after refreshing the UAG settings in ControlUp, UAG metrics became visible and functional, confirming that full UAG monitoring support requires Horizon environments with API version 5 or newer. For those in unsupported environments, the UAG section will fail to sync correctly, although some other synchronization data like “NIC” sync may still appear. This partial failure causes issues with automatic EUC syncs, which will fail on an hourly schedule unless UAG syncs are disabled. Manual syncs from the ControlUp Console, however, still function as a workaround until an official fix or workaround is provided by support.

In light of these findings, users experiencing missing UAG metrics should verify the Horizon API version compatibility and consider upgrading their Horizon environment if UAG monitoring is required. It is also advisable to coordinate with ControlUp support to analyze logs and explore potential short-term solutions. Additional monitoring configuration details can be found in ControlUp’s official documentation on monitoring OmniSaaS and UAG here: https://support.controlup.com/docs/monitor-omnissa-unified-access-gateway. This document clarifies the expected behaviors and limitations with UAG monitoring in various Horizon versions.

Read the entire ‘Troubleshooting Missing Unified Access Gateway Metrics in ControlUp Due to Horizon API Version Limitations’ thread below:

Can’t find and UAG metrics after configuring the connection to the UAG. In the EUC Environment connection, I was able to successfully add and test the UAG, but I don’t see it anywhere after that. It’s not listed under the EUC Environment and I don’t see it in DEX under Connection Servers. What am I missing? We are running 9.2.5.634

hi let me look at this and come back to u

Hi. Any luck finding anything?

sorry i got quite busy i’ll come back to u on this on monday

Sorry only coming back i have a crazy few day

Thanks Luke. I saw that document. There is nothing that says UAG on my screens even though it says they are conencted.

I’d sugget logging with support we might need to look at logs#

I have a support case open about this same issue, and it is looking like it may be related to the Horizon REST Swagger version. They asked that I check whether monitor gateways for version 5 is available. My Horizon 2412 Connection Servers only support version 3 or 4 for the monitor gateways API. I’m awaiting any workaround or fix.

Thanks. We just upgraded our connection servers to 2603 from 2406. last weekend. After reading your comment, I refreshed the settings for the UAG in Control Up. I can at least see it now.

Well, that helps show that the new UAG Monitoring does not work in Horizon 2412 or earlier…

One interesting thing to note for those that configure UAG Sync on a non-supported Horizon Environment. You will see the “NIC” sync, but the UAG section will fail because currently ControlUP’s API only uses version 5 API, which Horizon 2412 and under does not support. When setup like this, your monitors’ EUC Syncs will fail to work. Running a manual sync from the Console will work. Hourly syncs fail until you disable UAG syncs.

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