Remote DX Known Issues
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Remote DX Known Issues

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Here you can find details on issues that you may encounter while working with Remote DX. We provide solutions and workarounds whenever possible.


To see all known issues and bugfixes for Remote DX, refer to our Release Notes

Issue #1 - No Remote DX data in Real-Time Console or Solve

With the introduction of Citrix Virtual Apps and Desktops (CVAD) release 2109, third-party virtual channels need to be explicitly allowed. A policy that controls the allow list was automatically enabled with CVAD 2109. To learn more, refer to the official Citrix blog article.

If you don't see Remote DX data in your Real-Time Console or in Solve, check the Windows Event Log for entries from the rpm source (Citrix):




You must add the process path for the ControlUp Agent retrieving Remote DX data to the virtual channel allow list. For details, refer to the Citrix documentation. Use the parameters listed below depending on the CVAD release you are using.

For CVAD Releases below 2206

Add to the virtual channel allow list for Remote DX to CVAD releases below 2206:

  • Virtual channel name: CUEPUX
  • Process: C:\Program Files\Smart-X\ControlUpAgent\Version #.#.#.#\cuAgentHelper.exe
  • Allow list entry: CUEPUX,C:\Program Files\Smart-X\ControlUpAgent\Version #.#.#.#\cuAgentHelper.exe

For CVAD Release 2206 and above

If you are using CVAD release 2206 or higher, you can add a wildcard for the version number and use the following parameters when you add to the virtual channel allow list:

  • Virtual channel name: CUEPUX
  • Process: C:\Program Files\Smart-X\ControlUpAgent\*\cuAgentHelper.exe
  • Allow list entry: CUEPUX,C:\Program Files\Smart-X\ControlUpAgent\*\cuAgentHelper.exe

If you don't want to add the virtual channel, you can follow the workaround by disabling the Virtual channel allow list policy in CVAD 2109 and later. Once disabled, restart the VDA to apply the Virtual channel allow list policy.

Issue #2 - MacOS may not display values correctly when connected via VPN

When you are monitoring MacOS, values that are related to the network connection may not be displayed correctly when connected to a VPN. These values include NIC name, NIC speed, Gateway, and others.


If you want to accurately monitor these values from MacOS, that device should not be connected to your infrastructure via VPN.

Note: We are working on a fix and will update you when the fix is ready.

Issue #3 - For linux sessions, Wi-Fi signal is displayed as 0% instead of N/A

When using a Linux device such as HP ThinPro, IGEL, Stratodesk or Dell Wyse, the WiFi Signal metrics shows 0% even when no Wi-Fi is turned on.

A number of metrics are used to calculate the Client Device Score metric, including WiFi Signal.

To exclude the WiFi Signal metric from the calculation

  1. In the console, go to Settings > Stress and navigate to the folder where your Linux devices reside.
  2. Click the Sessions tab and select WiFi Signal.
  3. Uncheck the checkboxes Inherit.., Yellow, and Red. This ensures that a WiFi signal of 0% does not affect the calculation.
  4. Click Apply to save the settings.

To fix the issue with the wrong display, we're working on a new release of the Remote DX plugin.

Issue #4 - For VMware Horizon sessions, no data is displayed in the console after a disconnected session is reconnected

The Real-Time Console does not display data after a user disconnects and reconnects from a Horizon session. This problem does not affect logged out sessions.

If the session is reconnected, you can restart the cuAgent to display data. It is necessary to do this after each reconnection of the session or after the end of the workday.

Contact and ask for a private build that includes the fix.

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