---
title: "Remote Clients Known Issues"
slug: "remote-dx-known-issues"
updated: 2025-07-17T09:21:22Z
published: 2025-07-17T09:21:22Z
canonical: "support.controlup.com/remote-dx-known-issues"
---
> ## Documentation Index
> Fetch the complete documentation index at: https://support.controlup.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Remote Clients Known Issues
The following article includes details on issues that you may encounter while working with Remote Clients (formerly Remote Clients). We provide solutions and workarounds whenever possible.
Note
For all Remote Clients known issues and bugfixes, see our [Release Notes](https://www.controlup.com/controlup-release-notes/).
## Issue 1: No Remote Clients data in Real-Time DX Console or the VDI App
From Citrix Virtual Apps and Desktops (CVAD) release 2109, third-party virtual channels must be explicitly allowed. A policy that controls the allow list was automatically enabled with CVAD 2109. To learn more, see the [official Citrix blog article](https://www.citrix.com/blogs/2021/10/14/virtual-channel-allow-list-now-enabled-by-default/).
If you don't see Remote Clients data in your Real-Time DX Console or in the VDI App, check the Windows Event Log for entries from the rpm source (Citrix):
### Solution
You must add the process path for the ControlUp Agent retrieving Remote Clients data to the virtual channel allowlist. For details, see the [Citrix documentation](https://docs.citrix.com/en-us/citrix-virtual-apps-desktops/secure/virtual-channel-security.html#adding-virtual-channels-to-the-allow-list). Use the parameters listed below depending on the CVAD release you use.
#### CVAD Releases before 2206
Add to the virtual channel allowlist for Remote Clients to CVAD releases before 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**
#### CVAD Release 2206 and higher
If you use 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 allowlist:
- **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 allowlist policy** in CVAD 2109 and higher. Once disabled, restart the VDA to apply the Virtual channel allowlist policy.
## Issue 2: MacOS might not display values correctly when connected via VPN
When you monitor MacOS, values that are related to the network connection might not be displayed correctly when connected to a VPN. These values include NIC name, NIC speed, Gateway, and others.
### Workaround
If you want to accurately monitor these values from MacOS, that device should not be connected to your infrastructure via VPN.
Note
This issue is currently under investigation, and we are working to provide a complete fix soon.
## 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.
### Workaround
**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 Clients plugin.
## Issue 4: BSOD when Remote Clients has not been added to the CVAD virtual channel allow list
**Important**
This issue occurs only on Windows 10 machines running Citrix VDA 2203
### Possible Solutions
There are two possible solutions to fix this issue:
1. As the prefered solution, we recommend to add the process path for the ControlUp Agent retrieving Remote Clients data to the virtual channel allow list. For details, refer to the [Citrix documentation](https://www.citrix.com/blogs/2021/10/14/virtual-channel-allow-list-now-enabled-by-default/). Use the parameters listed below depending on the CVAD release you are using.
2. Disable Remote Clients by adding the **EnableClientMetrics** registry key to all VDA devices under HKLM\SOFTWARE\Smart-X\ControlUp\Agent\
Important
Using Solution 2 will result in Remote Clients metrics not being displayed in the Real-Time DX Console or the VDI App.
## Issue 5: No Remote Clients data displayed on Windows 10 VDA (Horizon)
Make sure that all virtual channels are allowed. To do so, use the following registry settings.
From Omnissa Horizon release version 2412 onwards:
Registry Key: HKLM\SOFTWARE\Omnissa\Horizon\VirtualChannels
Value: AllowVirtualChannels
Data Type: REG_SZ
Value Data: 0
For release versions lower than 2412, use the following registry settings:
Registry Key: HKLM\SOFTWARE\VMware, Inc.\VMware VDM\VirtualChannels
Value: AllowVirtualChannels
Data Type: REG_SZ
Value Data: 0
You can find more information in the following official Omnissa (formerly VMware) documentation:
- [Enabling Virtual Channel Allow List](https://kb.omnissa.com/s/article/84156)
- [Adding a Virtual Channel to the Allow List](https://kb.omnissa.com/s/article/84264)
### Workaround
You can manually set the following registry settings on each Horizon VDI by using the [Controllers pane](/tim-reorg/docs/controllers-pane) in the Real-Time DX Console.
From Omnissa Horizon release version 2412 onwards:
Registry Key: HKLM\SOFTWARE\Omnissa\Horizon\VirtualChannels
Value: CUEPUX
Data Type: REG_SZ
Value Data: C:\Program Files\Smart-X\ControlUpAgent\Version #.#.#.#\cuAgentHelper.exe
For release versions lower than 2412:
Registry Key: HKLM\SOFTWARE\VMware, Inc.\VMware VDM\VirtualChannels
Value: CUEPUX
Data Type: REG_SZ
Value Data: C:\Program Files\Smart-X\ControlUpAgent\Version #.#.#.#\cuAgentHelper.exe
Replace #.#.#.# with the version of the installed ControlUp Agent.
### Permanent Fix
Include the registry keys as described above in your VDA golden images or via Group Policy.
## Issue 6: Dell Wyse - No Remote Clients data displayed (Citrix)
When using Citrix Workspace App on a [Dell Wyse](/tim-reorg/docs/deploy-remote-dx-dell-wyse) device, no Remote Clients data is displayed when publishing the configuration via the editor in the WMS console.
### Root Cause
When installing additional packages after the Remote Clients package is published, the **cuepux** configuration is deleted from the ***module.ini file*** of Citrix.
### Workaround
To fix this issue:
1. First, install the additional packages as needed on your Dell Wyse device.
2. Follow [these steps](https://support.controlup.com/tim-reorg/docs/deploy-remote-dx-dell-wyse#install-remote-dx-on-the-local-device) to Install Remote Clients on your device.
## Issue 7: Citrix viewer crashes or displays a gray screen on macOS version 10.x
This issue occurs because the file `\Users\[user]\Library\Application Support\Citrix\Modules` is corrupted after installing Remote Clients.
### Workaround
To fix this issue:
1. Restore the ***Modules*** file to the way it was before you installed Remote Clients.
2. Open the ***Modules*** file and manually add the entries required for Remote Clients. The entries you need to add are shown below.
```plaintext
...
[ICA 3.0]
VirtualDriver=cuepux, ...
cuepux=On
...
[cuepux]
DriverName=cuepux.dll
...
```
1. Save the ***Modules*** file.
## Issue 8: Custom latency target not appearing in connection graphic
The graphic showing a client device's connection always shows the latency target as "Google 8.8.8.8" even if you have set a custom latency target. The latency data is correct, but the label is not updated to reflect the custom target you have set. We are working to fix this issue in an upcoming Real-Time DX version.