Monitor Alerts
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    Monitor Alerts

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    Article summary

    This article describes some of the alerts you may receive indicating that the monitor is not working properly.

    No Monitor Activity

    This alert indicates that your monitor service is either not running or can't connect to ControlUp's servers. To fix this, check the following:

    Login to the console and click Settings > Monitors. Expand the problematic monitor.

    • When working properly, it should have the 360011524917mceclip0.png icon and status indicating that the monitor is running properly.
    • If not, it appears as follows:
      • If the status shows that it is not running, Restart the monitor service. If you can't get it to run contact our support team
      • If the status is running, but still fails to upload data, as shown here:
        verify that the machine running the monitor service can access our backend servers:
      • If you are missing data, it might be a proxy issue. For more details, see here.

    No Upload Activity

    This alert indicates that your monitor is running successfully and is connected to our configuration servers, but does not upload properly due to a connection issue with our S3 bucket.

    You can check the status of each monitor by clicking Settings > Monitors. Expand the problematic monitor(s).

    In this situation, the following message is displayed:


    To fix this, verify that the machine running the monitor can access the following DNS hostnames:


    Make sure that these DNS hostnames are allowlisted on your firewall.

    If you are missing data, it might be a proxy issue. For more details, see here.

    Low Upload Volume

    This alert indicates that you are still uploading data, but the volume of data has dropped in comparison to the same time last week.

    This may be intentional due to migration or holiday. However, it can also indicate that the monitor can't connect to some machines due to a service account that's locked or a password change.

    In the Monitors screen, you can see the relevant errors in both the Summary and Monitored Resources tabs:

    • Summary: Resources connected display lower number of connected machines.

    • Monitored Resources: All agent connections with the monitor are shown in this screen.
      The root cause can be agents not upgraded (pre version 7.1), no connection using the port (build 40705), agent service not running, etc.
      You can also verify if the agents connect using the console.

    For more details, contact our support team.

    Monitor Disconnected from Hypervisors

    This alert indicates that your ControlUp Monitor is not connected to one or more of your extensions, for example Hypervisors, EUC environments or Citrix ADC.

    To verify this, click Settings > Monitors:

    This is usually due to changing a service account's password or a locked user. To verify the user, click Monitors Settings and edit the user/password in the bottom pane:


    For more information, see Connect to your Virtualization Infrastructure or contact support at

    Missing Shared Credentials

    Error message: Could not find suitable connection credentials for account

    Your monitor cluster might not have access to Configuring Shared Credentials which the monitors use to connect to your monitored extensions, such as VMware Horizon or CVAD. In most cases, this error appears when credentials were changed without updating them in the Real-Time Console.

    To check the credentials of your monitor cluster, click Settings > Monitors > Data Sources. Click Show in the Status column of specific data sources to verify that there are no errors based on credentials.

    Process on Demand Enabled (pre 8.8)

    Settings Removed

    Note that the disable process settings were removed in Real-Time DX version 8.8.

    From version 9.0, you can use the Process Data Collection feature.

    For versions lower than 8.8, if you receive this alert, it means that the Advanced Setting Disable views that depend on process-level information is selected. Enabling this option means that no process-level information will be shared to the monitors. It is best practice not to select and enable this option.


    Information Updates Regulation Not Enabled

    If you receive this alert, it means that the Advanced Setting Do not regulate information updates is selected. By default, without this option selected, the activity reported from the agents to the monitors is regulated. The monitors approach the agent at a set interval, at an average of 3 seconds, and request that they push the data. Selecting this option means that there are unregulated updates to the information being reported from the agents to the monitor. While this may provide faster updates than the average of 3 seconds, this is very resource-intensive and may cause undue strain on the monitors.

    For more details, see here.

    Insufficient Data Uploaded

    If you receive this alert, it means that your monitor is uploading incomplete information. ControlUp might be unable to produce meaningful reports based on this data. The monitors have previously uploaded process, session, and machine data, but have now stopped.

    This might be caused by a monitor-agent communication issue. To remedy this issue, restart the monitor machine.

    If restarting the monitor doesn't remedy the issue, and it still uploads insufficient data, see above Low Upload Volume for more ways to diagnose and remedy the issue.

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