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Troubleshooting Outbound Issues with ControlUp 9.0 Upgrade

Posted on June 5, 2024

A user experienced issues with upgraded servers that were reporting to the wrong site. They received helpful information and links on how to fix this issue. Additionally, a related question was asked about updating template machines and their effect on new deployments. They were informed that the outbound change would need to be made on new deployments.


Read the entire ‘Troubleshooting Outbound Issues with ControlUp 9.0 Upgrade’ thread below:

I’m sure I am missing something easy…

Just upgraded to 9.0. My monitors are all now yellow and I have nothing connected Outbound. I ran the ControlUp tester on a handful of systems and nothing showed as an issue. What did I miss?


You have to turn it on and mark the machines before they flip.

https://support.controlup.com/docs/agent-outbound-communication-set-registration-key-in-console


Thanks for the link that helps.

Related follow-up question:

I have at least one server that has been reporting to the wrong site. I attempted to enable outbound connection on it, but it can’t reach across the VPN connection over 443. I moved it to the proper site and it appears to be talking there now, but still wants to attempt OutBound Connection through the old site connection…

Will it figure out the error in its ways eventually and attempt to connect to the proper location or do I need to find some registry keys and clean them up or something?


Site assignment is part of the central config in the cloud. The agent has no idea what site it belongs to. If the machine is not in the right site then you need to move it in the monitor settings and/or update your sync.

In fact, as part of outbound the agents need to talk to our cloud in order to get the right monitor site to connect to before making the 443 connection to the monitor.

https://support.controlup.com/docs/agent-outbound-communication#broker-discovery-service


I moved it in Monitor Settings to the proper site. Restarted the agent multiple times.

I could see it connecting to the proper monitor service, but I could not get the outbound communication to switch.

I ended up deleting keys for siteid and LastDiscoveredMonitors. Restarted the agent and things started working properly.

It seems like it should have picked up the site change…and maybe I just didn’t wait long enough for something to change on the cloud side…


The agent should log issues with outbound in the event log.


Also, just deleting LastDiscoveredMonitors and restarting the agent did not help. That key just repopulated with the same monitor servers that it couldn’t connect with.

Glad to know the errors are logged. It didn’t really provide any more information than I already had figured out though…It couldn’t connect to the monitor servers.

I appreciate all of the information that I probably should have found before the upgrade. 🙂


If the agent can contact the cloud it should have gotten the updated monitors from the new site if it was truly in the new site. I suspect that is your root problem.


just to piggyback on the outbound discussion… if I set my template machines we use for MCS to outbound, will that reflect on the machines deployed from that template? Or will i need to make the outbound change on new deployments? Thanks

Continue reading and comment on the thread ‘Troubleshooting Outbound Issues with ControlUp 9.0 Upgrade’.  Not a member? Join Here!


Categories: All Archives, ControlUp for VDI
Topics: Cloud Computing, ControlUp Agent, Logs, Reporting, Security, VPN

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