• No PCoIP Metrics on Unidesk Desktops

    When viewing Unidesk created VMware / VDI desktops in the Real Time Console Grid, the PCoIP metrics are blank. 

    If you open Perfmon on the affected desktop you will see that there are no counters for PCoIP in the list.

    image001.jpg

     

    This happens when the VMware Agent is deployed to the desktop via application layer. 

    Solution: Remove the VMware Agent as an application layer and move it to the Operating System layer.

  • Changing ControlUp's Color Scheme

    In ControlUp v7.1 update, we've introduced a new color scheme for our users but the previous color scheme still exist. This article will explain to you how to change it back and forth.

    Regular color scheme

    new.jpg

    New color scheme

    old.jpg

    In order to change the color scheme go to: Registry Editor > HKLM\Software\Smart-X\ControlUp\Console

    (For v7.1.1.150 build) Create the following key:

    • Value name - LightColorScheme
    • Value Type - REG_DWORD
    • Binary value:
      • 0 - Regular color
      • 1 - New color

     **After this procedure, restart the Console in order for the change to take affect 

    (For v7.1.1.158 and v7.1.1.162) Same key but in HKCU instead of HKLM.

     

    Change is also possible via PowerShell: 

    For v7.1.1.150 build:

    $ColorSchemePath = "HKLM:\Software\Smart-X\ControlUp\Console"
    New-Item -Path $ColorSchemePath -Force | New-ItemProperty           -Name LightColorScheme -Value 0

    For v7.1.1.158 build:

    $ColorSchemePath = "HKCU:\Software\Smart-X\ControlUp\Console"
    New-Item -Path $ColorSchemePath -Force | New-ItemProperty           -Name LightColorScheme -Value 0

  • ControlUp Monitor deployment might timeout due CRL validation.

    The Issue:

    Installing the ControlUp Monitor fails with timeout (screenshot)

    After installation of ControlUp Monitor or when upgrading from a previous version, installation of the Monitor can fail to validate the certificate in environments without access to the internet. 

    Example:

    image002.png

    The Cause:

    The Monitor issues CRL authentication (click here for more information) to the internet in order to validate the certificate and the session times out (internet unreachable.)

    Traced packets can revel connection attempt to cacerts.digicert.com 

    Known IP addresses:  104.16.238.184, 104.16.239.184, 104.16.237.184, 104.16.241.184, 104.16.240.184

    crl3.digicert.com - aka: cs9.wac.phicdn.net  IP: 72.21.91.29                                              crl4.digicert.com - aka: rvip1.ue.cachefly.net  IP: 66.225.197.197

    Suggested Solution:

    To update CTL follow instructions here: 

    Microsoft Trusted Root Certificate Program Updates

    Microsoft Support downloadable packages 

    How to update step by step guide 

    The suggested workaround to this issue it to bypass the Monitor need to verify the digital signature or update trusted and disallowed CTLs in disconnected environments in Windows.

    To manually apply the workaround for this issue: (A text file is downloadable below ready for use.)

    1. Go to ->  C:\program files\controlup monitor\7.0.2.11
    2. on the remote machine create a notepad file and name it: cuMonitor.exe.config with the following text: 

    <?xml version="1.0" encoding="utf-8"?>
    <configuration>
    <runtime>
    <generatePublisherEvidence enabled="false"/>
    </runtime>
    </configuration>

     

     

     

     *To view similar issue with installing the Agent click here to view the article.  

     

     

     

     

  • ControlUp Agent deployment might fail due CRL validation

    The Issue:

    Installing the ControlUp Agent fails with timeout (screenshot)

    After installation of the ControlUp Agent or upgrading from previous versions, the Console can experience difficulties reconnecting to remote agents in environments without access to the internet. 

    Example:

    image001.png

    The Cause:

    The Agent issues CRL authentication (click here for more information) to the internet in order to validate the certificate and the session times out (internet unreachable.)  

    Traced packets can revel connection attempt to cacerts.digicert.com 

    Known IP addresses:  104.16.238.184, 104.16.239.184, 104.16.237.184, 104.16.241.184, 104.16.240.184

    crl3.digicert.com - aka: cs9.wac.phicdn.net  IP: 72.21.91.29                                              crl4.digicert.com - aka: rvip1.ue.cachefly.net  IP: 66.225.197.197

    Suggested Solution:

    To update CTL follow instructions here: 

    Microsoft Trusted Root Certificate Program Updates

    Microsoft Support downloadable packages 

    How to update step by step guide 

    The suggested workaround to this issue it to bypass the Agent need to verify the digital signature or update trusted and disallowed CTLs in disconnected environments in Windows.

    To manually apply the workaround for this issue: (A text file is downloadable below ready for use.)

    1. Go to C:\Program Files\Smart-X\ControlUpAgent\Version 7.1.0.124
    2. On the remote machine create a notepad file and name it: cuAgent.exe.config with the following text: 
    <?xml version="1.0" encoding="utf-8"?>
    <configuration>
    <runtime>
    <generatePublisherEvidence enabled="false"/>
    </runtime>
    </configuration>

     

     

    A text file is downloadable below ready for use. 

     *To view a similar issue with installing the Monitor click here to view the article.   

     

  • Resetting your ControlUp Account Password

    When you first download and launch the ControlUp Console, you’re prompted to provide user information such as Name, Email, and create a password.

    This information is used by ControlUp to validate your environment when launching the console within your organisation.

    Sometimes it is necessary to reset your password. Follow these steps to reset your ControlUp Password:

    1. Launch the ControlUp Console
    2. Click the link “Forgot your password?”2017-08-10_1125.png
    3. An email with a link to reset your password will be emailed to you.2017-08-10_1133.png
    4. Click the link in your email.
    5. Provide your new password

    2017-08-10_1133_001.png

  • Dropped received packets and Dropped transmit errors

    In case you see a high rate of dropped packets reported by ControlUp, please check if the issue is mainly with Xenserver or Vmware ESXi.

     

    11.png

    In this example we noticed that it wasn’t only the Horizon VMs but all VMs that reside on the vSphere Cluster had dropped packets issue.

     

    111.png

     

    When we checked the vSphere Performance charts for affected VMs, we saw that it definitely showed a packet loss issue - 

    1111.png

     

    Troubleshooting research led to this VMware knowledge base article, which determined packet loss issue is false and includes a patch to be installed, for more details please click here

     

    With the specific patch installed only on one host (ESX01), packet loss issue is no longer present on this specific host (stress found below is related to high CPU utilization and others)

     

    11111.png

  • How to transfer and edit your Private Settings?

    As long as you work in the same ControlUp organization, you can share some settings.

    In general there are public configurations which are shared via the cloud servers or LDS server (on-premises mode), such as stress settings, trigger settings, agent settings and more.

    Private configurations, such as: columns order, width and height can be shared manually.

    Private configurations are saved in two local xml files, both files are located under: %AppData%\Roaming\ControlUp\Configuration\

    Please note that by copying these files to your colleagues machine, credentials are not shared, they are encrypted.

    First file - CommonPrivateConfiguration.xml

    What can I edit? 

    * Main View Preferences

    * User Preferences

    * Event Log Filter

    * SMTP Collection Settings

    * Uninstall Agent Option

    * Agent Advanced Settings 

     Field Name

    Default Value

    Description

    MainViewPreferences

     

     

    HideNavigationBar

    false

    Show/Hide Navigation Bar

    HideNavigationHistory

    false

    Show/Hide Navigation History

    ShowSystemSessions

    false

    Show/Hide System Sessions

    AllowGrouping

    false

    Enable Grouping

    HideComputersDomain

    false

    Show/Hide Computer’s domain

    HideActionsPane

    false

    Show/Hide Actions Pane

    HideConfigurationErrorBalloon

    false

    Show/Hide Configuration Error Balloon

    HideDisconnectedComputers

    false

    Show/Hide Disconnected Computers

    ShowParentGridView

    true

    Show/Hide Show Parent Grid View

    HideComputersWithErrors

    false

    Show/Hide Computers With Errors

    ShowPoweredOffComputers

    true

    Show/Hide Powered Off Computers

    HideUnmanagedVMs

    false

    Show/Hide Unmanaged VMs

    HideUnmanagedSessions

    false

    Show/Hide UnmanagedSessions

    CollapseActionsPane

    false

    Collapse Actions Pane

    CollapseRibbon

    false

    Collapse Ribbon

    HideAddXDSite

    false

    Show/Hide AddXDSite

    UserPreferences

     

     

    EventsRetentionPeriod

    60 minutes

    Events Retention Period (under Event Settings)

    AutoConnectInterval

    5 Minutes

    Reconnect to computers automatically after X minutes (under Agent settings)

    EventLogFilter

     

     

    SmartEventFiltering

    true

    Frequent Event automatic filtering

    EnableApplicationHide

    false

     

    EnableMonitoring

    OnlyWhenMinimized

     

    LogMonitorEvents

    false

     

    DisableShowNotificationFilter

    false

     

    PlaySoundAlerts

    true

    Play Sound Alerts on Console

    SMTPServerSettingsCollection

     

     

    IsSMTPOn

    true

     

    ConfigurationVersion

    1

     

    RemoveAfterUninstallArgs

     

     

    RemoveAfterUninstall

    true

    Agent will be uninstalled when not used

    AgentAdvancedSettings

     

     

    IsActiveMode

    false

    Regulate Information updates

    UpdatesIntervalInSec

    3

    Data Collection Cycle

    UpdatesConcurrency

    100

    Maximum Concurrent Transactions

    ProcessDisabled

    false

    Disable Flat Views

    SuggestPOD

    true

    Disable Processes View when limit passed

    SuggestPODLimit

    100000

    Limit for disabling Processes view

     

    Second file - OrgID_PrivateConfiguration

    In this file, you will find each view separately, and can be edited (its columns preferences) Folders/Hosts/Computers/Sessions/Processes/Accounts/Application/Storage/Events 


    If you decide to edit it, please change only the Width & Visible fields.

     

     132213.png

     

    After editing each file, save it.

    To share it, just copy it to your colleagues machine, to the same location as described above.

  • Citrix Cloud Pop Up

    The Issue:

    Each time I try to connect to the XD Site, I get a Citrix Cloud pop up.

    2017-06-06_1741.png

     

    The Solution:

    You have not installed the correct SDK on the Data Collector's machine, for more information about that, please click here.

  • 1 Old Incident...ControlUp Incidents Service Was Unavailable

    The Issue:

    If the Console/Monitor failed to inform the ControlUp database (ControlUp Hybrid Cloud or On-Premises) about an incident more than 10 minutes, it disposes it and writes an event.

     

    Error1201.jpg

     

    Solution:

    We recommend verifying the connection to the IIS and to the data base are working properly.

    In ControlUp Hybrid Cloud, make sure you do not have any connection failures. If you have a proxy, check its logs and if not, check the firewall\gateway logs.

    In On-premises mode, make sure you can connect with no issues from the console\monitor to the on-premises server and from the on-premises server to the SQL server.

     

     

  • AWS CloudWatch API Costs

    ControlUp will be making API calls on your behalf when monitoring your AWS account for retrieving CloudWatch metrics. These API calls are charged for by Amazon (https://aws.amazon.com/cloudwatch/pricing/).

    Amazon charges a fee for CloudWatch API access above 1 million requests/month.

    These charges are billed to the account associated with the credentials you provide us when adding AWS cloud connection to ControlUp.

    Currently we use the AWS services every 5 minutes for a regular instance, and every 1 minute for a detailed monitored instance, and make an API call for 8 metrics per instance.

    For scale, monitoring an instance without detailed monitoring will result in a maximum monthly cost of about $0.69, and a maximum monthly cost of $3.45 for an instance with detailed monitoring enabled.

    The above estimate assumes that instances are up for the entire month.

     

    Related to ControlUp Real Time Console Version 7.0.

  • How ControlUp connect to XenServer?

    The connection is established in two steps:

    1. The XenServer pool master (or the XS configured in the hypervisor connection) - defined as HTTPS and brings metadata such as the host names and VM names.
    2. Following that connection we connect directly to each XenServer which is part of the pool - this connection is established via HTTP. By connecting directly to the RRDs and we get performance metrics directly from each XenServer. (via this address : http://<HOST>/rrd_updates?start=<TIME>&host=true)  

     

    12.png

  • ControlUp Powershell Commands

    ControlUp supports a variety of commands to use in Powershell which allows the user to run basic commands freely. Every command in this article contains the synopsis of the command, full description and examples. 

     

    These powershell commands must be run from the CU Monitor, and you have to import the modules by first running the following command:

     

    Import-Module "C:\Program Files\Smart-X\ControlUpMonitor\Version X.X.X.X\ControlUp.PowerShell.User.dll"

    PowerShell_5.0_logo.png

    Add-CUFolder

    NAME

    Add-CUFolder

    SYNOPSIS

    Adds a folder to ControlUp real-time Console

    SYNTAX

    Add-CUFolder -Name <string> [[-ParentPath] <string>] [[-Description] <string>] [-ExcludeFromMonitor <boolean>]

    DESCRIPTION

    Adds a folder to ControlUp real-time Console. Folder name is specified by the -Name parameter, and its parent location by the -ParentPath parameter. If -ParentPath is not specified, the new folder will be created under the root folder.

    Optional parameters - ExcludeFromMonitor determines whether the folder contents will be excluded from connection by ControlUp Monitor services. If this parameter is not specified, its values will be inherited from the parent folder.

    PARAMETERS

    -Name

    Required true
    Position Named
    Accept pipeline input false
    Parameter set name (All)
    Aliases                   None
    Dynamic false


    -ParentPath

    Required false
    Position Named
    Accept pipeline input false
    Parameter set name (All)
    Aliases                   None
    Dynamic false


    -Description

    Required false
    Position Named
    Accept pipeline input false
    Parameter set name (All)
    Aliases                   None
    Dynamic false


    -ExcludeFromMonitor

    Required false
    Position Named
    Accept pipeline input false
    Parameter set name (All)
    Aliases                   None
    Dynamic false

     

    EXAMPLES

    Example 1:

    Add-CUFolder -Name “SQL Servers”

    Will create a folder named “SQL Servers” under the organization root folder.

    Example 2:

    Add-CUFolder -Name “Production” -ParentPath “Organization Name\SQL Servers”

    Will create a folder named “Production” under the SQL Servers folder.

    Example 3:

    Add-CUFolder -Name “Test” -ParentPath “Organization Name\SQL Servers” -Description “Test SQL Servers” -ExcludeFromMonitor $True

    Will create a folder named “Test” under the SQL Servers folder with the specified description,  will instruct ControlUp to exclude this folder from monitor connections.

    RELATED LINKS

    Remove-CUFolder

    REMARKS

    The following characters are allowed: letters, numbers, space, dash and underscore.

    The following folder names are reserved and cannot be used: “Hypervisors”, “Cloud Connections”, “XenDesktop Sites”.

    ____________________________________________________________________________

    Remove-CUFolder              

    NAME

    Remove-CUFolder

    SYNOPSIS

    Removes a folder from ControlUp real-time Console

    SYNTAX

    Remove-CUFolder  -FolderPath “\Servers\Foldername” -Force $False

    DESCRIPTION

    Removes a folder from ControlUp real-time Console. Folder path is specified by the -FolderPath parameter.

    Optional parameter - Force ignores any validation questions

    PARAMETERS

    -FolderPath

    Required true
    Position Named
    Accept pipeline input false
    Parameter set name (All)
    Aliases                   None
    Dynamic false


    -Force

    Required false
    Position Named
    Accept pipeline input false
    Parameter set name (All)
    Aliases                   None
    Dynamic false

     

    EXAMPLES

    Example 1:

    Remove-CUFolder -FolderPath “MyFirstCUFolder” -ParentPath “Organization Name”

    Example 2:

    Remove-CUFolder -FolderPath “MySecondCUFolder” -ParentPath “Organization Name\XD Folders”

    Example 3:

    Remove-CUFolder -FolderPath “MyThirsCUFolder” -ParentPath “Organization Name” -Force True

    RELATED LINKS

    Add-CUFolder

    ____________________________________________________________________________

     

    Add-CUComputer

    NAME

    Add-CUComputer

    SYNOPSIS

    Adds a computer to ControlUp real-time Console

    SYNTAX

    Add-CUComputer -ADComputerName “PC001” -DomainName "domain.dom" -FolderPath “\Servers\Foldername”

    DESCRIPTION

    Adds a computer account from Active Directory to ControlUp real-time Console.

    ADComputerName describes the computer account name as appears in Active Directory

    DomainName describes the domain name from which the computer will be added

    FolderPath describes the ControlUp folder path to which the computer will be added

    PARAMETERS

    -ADComputerName

    Required true
    Position Named
    Accept pipeline input false
    Parameter set name (All)
    Aliases                   None
    Dynamic false


    -DomainName

    Required true
    Position Named
    Accept pipeline input false
    Parameter set name (All)
    Aliases                   None
    Dynamic false 


    -FolderPath

    Required true
    Position Named
    Accept pipeline input false
    Parameter set name (All)
    Aliases                   None
    Dynamic false 

     

    EXAMPLES

    Example 1:

    Add-CUComputer -ADComputerName “PC001” -DomainName “NTNET” -FolderPath “\SQL Servers”

    RELATED LINKS

    Remove-CUComputer

    ____________________________________________________________________________

     

    Remove-CUComputer               

    NAME

    Remove-CUComputer

    SYNOPSIS

    Removes a computer from ControlUp real-time Console

    SYNTAX

    Remove-CUComputer  -Name “PC001.domain.dom”

    DESCRIPTION

    Removes a computer from ControlUp real-time Console

    Name indicates the computer that will be removed from ControlUp real-time Console and can be entered as it appears in ControlUp, as an FQDN or as an IP address

    PARAMETERS

    -Name

    Required true
    Position Named
    Accept pipeline input false
    Parameter set name (All)
    Aliases                   None
    Dynamic false 


    EXAMPLES

    Example 1:

    Remove-CUComputer -Name “John-PC”

    Example 2:

    Remove-CUComputer -Name “117.34.2.7”

    RELATED LINKS

    Add-CUComputer

    ____________________________________________________________________________

     

    Move-CUComputer                

    NAME

    Move-CUComputer

    SYNOPSIS

    Moves a computer between ControlUp folders

    SYNTAX

    Move-CUComputer -Name “PC001.domain.dom” -NewFolderPath “\Servers\Foldername”

    DESCRIPTION

    Moves a computer between ControlUp folders

    Name indicates the computer that will be moved from current location to -NewFolderPath which determines the new location in ControlUp real-time Console.
    Name can be entered as it appears in ControlUp, as an FQDN or as an IP address

    PARAMETERS

    -Name

    Required true
    Position Named
    Accept pipeline input false
    Parameter set name (All)
    Aliases                   None
    Dynamic false 

     

    EXAMPLES

    Move-CUComputer -Name “John-PC” -NewFolderPath “\Servers\Boston”

    ____________________________________________________________________________

     

    Get-CUComputer

    NAME

    Get-CUComputer

    SYNOPSIS

    Returns a list of managed computers in ControlUp organization.

    SYNTAX

    Get-CUComputer [-Name] <string> [-Domain] <string>

    DESCRIPTION

    Returns a list of managed computers in the current ControUp organization, including their fully qualified domain names and their paths in the ControlUp organizational tree.

    When executed with no parameters, this cmdlet returns all managed computers in the organization. When a name or a search string is specified for the Name parameter, all computers matching the query string are returned.

    PARAMETERS

    -Name

    Required False
    Position Named
    Accept pipeline input false
    Supported values all strings, arrays, and wildcards
    Aliases                   None
    Dynamic false  


    -Domain

    Required False
    Position Named
    Accept pipeline input false
    Supported values all strings, arrays, and wildcards
    Aliases                   None
    Dynamic false   


    EXAMPLES

    Use cmdlet without parameters, to display all managed computers in organization.

    Get-CUComputer

    Name Domain Path

    -------- ---------- -------

    UKHQFS02 ibm.com UK\HQ\Servers

    DEHQDC02 ibm.com DE\HQ\Servers

    DEMUDC01 ibm.com DE\MU\Servers

    Use Name and Domain parameters to look for specific computer(s) matching strings with wildcards.

    Get-CUComputer -Name *FS* -Domain ibm.com

    Name Domain Path

    -------- ---------- -------

    UKHQFS02 ibm.com UK\HQ\Servers                

    REMARKS

    1. When cmdlet returns multiple records it should support collection structure.
    2. If user provided explicitly a name and domain of unmanaged computer, then display
    3. Cmdlet output includes following computer properties as columns:
    • Name
    • Domain DNS
    • Folder path in configuration

     

    ____________________________________________________________________________

     

    Get-CUFolder

    NAME

    Get-CUFolder

    SYNOPSIS

    Returns a list of folders in ControlUp organization.

    SYNTAX

    Get-CUFolder [-Path] <string>

    DESCRIPTION

    Returns folders in the current ControUp organization, including their full path, description and whether the folder is excluded from ControlUp monitor.

    When executed with no parameters, this cmdlet returns all existing folders in the organization. When a folder path is specified for the Path parameter, all folders matching the query string are returned.

    PARAMETERS

    -Path

    Required False
    Position Named
    Accept pipeline input true
    Supported values all strings, arrays, and wildcards
    Aliases                   None
    Dynamic false   

     

    EXAMPLES

    Use cmdlet without parameters, to display all existing folders in organization.

    Get-CUFolder

    Path Description Exclude from ControlUp monitor

    -------- ---------------- -------------------------------------------

    UK\HQ\Servers servers in UK-HQ No

    DE\HQ\Servers servers in DE-HQ No

    DE\MU\Servers servers in DE-ME Yes

    Use Path parameter to look for specific folder(s) matching strings with wildcards.

    Get-CUComputer -Path *MU*

    Path Description Exclude from ControlUp monitor

    -------- ---------------- -------------------------------------------

    DE\MU\Servers servers in DE-ME Yes

     

    REMARKS

    1. When cmdlet returns multiple records it should support collection structure.
    2. Cmdlet output includes following computer properties as columns:
    • Path
    • Description
    • Exclude from ControlUp monitor



     

  • ControlUp Action Auditing SBA

    The following script based action will provide audit ControlUp Actions against a computer, if local, on the machine where you run the ControlUp real time console on, or remote machine.

     

    In the next example I have launch the Flush DNS action and then executed the ControlUp Action Auditing SBA on multiple servers.

    First, right click the computer or computers and go to Script Based Actions and then choose ControlUp Action Auditing:

    2017-03-16_1037.png

    Choose how back you like to scan (in hours):

    2017-03-16_1037_001.png

    The result:

    2017-03-16_1038.png

  • Analyzing ControlUp App Launch Time using the Application Profiler

    In order to use the Application Load Time Profiler to analyze historical application load times please verify the following first:

    1. Make sure that “Application Load Time” is enabled in the ControlUp Console.
      1. Open the ControlUp Console.
      2. Open Settings, Application Load Time.                                                                                            
      3. Verify that Application Load Time is enabled as shown below.
      4. Make sure the application you wish to monitor is in listed in the “Whitelist” as shown below.                 
    2. On the machine/s you want to monitor the Application Load Time
      1. Open the Registry
      2. Navigate to the path “HKEY_LOCAL_MACHINE\SOFTWARE\Smart-X\ControlUp\Agent\AppLoadTime”
      3. Create a new REG_SZ (String) Value named: “DebugPath”
      4. Set the path of the folder you want the logs to be written to in the registry value from the step before, as follows:                                                                                                                  

    *In case you don’t see the logs go to the following KB to troubleshoot.

     

    1. Open the Application Load Time Profiler
      1. Switch to the Log Analyzer
      2. Click on the Plus button in order to add the folder where your logs are saved.                                                                                 
      3. Choose the log you wish to analyze and press “Display profiling data”                                  

     

  • ControlUp Sizing Guidelines

    This guideline should help organizations properly size Console/Monitor/Data Collector per Concurrent sessions (both Hybrid Cloud and On-premises Modes).

     

    RDSH based workloads

     

    The sizing numbers below are based on networks where the majority of end users run on RDSH based servers (with or without 3rd party software such as Citrix XenApp or Horizon View). The main factor is the number of concurrent sessions being managed using ControlUp. Please note that when managing more than 2,000 concurrent user sessions disabling the process flat views in the real-time console is a mandatory requirement. In addition, configuring dedicated data collectors for Hypervisors and XenDesktop sites is always recommended, in large environments the data collector should run on a dedicated VM.

    Note: Dedicated Data Collectors MUST be configured to ease up resources, each Hypervisor/XD Site should be configured with a dedicated data collector on a dedicated VM (not shared with the Monitor/Console/IOP).

     

    VDI based workloads

     

    The sizing numbers below are based on networks where the majority of end users run on VDI based endpoints (e.g. Windows 7 or Windows 10 VMs with or without 3rd party software such as Citrix XenDesktop or Horizon View). The main factor is the number of VDI endpoints being managed using ControlUp. Please note that when managing more than 500 VDI endpoints  disabling the process flat views in the real-time console is a mandatory requirement. In addition, configuring dedicated data collectors for Hypervisors and XenDesktop sites is always recommended, in large environments the data collector should run on a dedicated VM.

    Note: Dedicated Data Collectors MUST be configured to ease up resources, each Hypervisor/XD Site should be configured with a dedicated data collector on a dedicated VM (not shared with the Monitor/Console/IOP).

    • Please use the bottom scroll, to view all columns

     

    RDSH Workloads
    Concurrent Sessions Monitor Realtime Console
    0-1000 2 x 2+ GHz CPU 2 x 2+ GHz CPU
    4 GB RAM 4 GB RAM
    1000-2000 2 x 2+ GHz CPU 2 x 2+ GHz CPU
    8 GB RAM 8 GB RAM
    2000-5000 4 x 2+ GHz CPU 2 x 2+ GHz CPU
    16 GB RAM 8 GB RAM
    5000-40,000 8 x 2+ GHz CPU 2 x 2+ GHz CPU
    32 GB RAM 12 GB RAM
    VDI Workloads
    0-500 4 x 2+ GHz CPU 2 x 2+ GHz CPU
    8 GB RAM 6 GB RAM
    500-2000 8 x 2+ GHz CPU 2 x 2+ GHz CPU
    16 GB RAM 8 GB RAM
    2000-20,000 8 x 2+ GHz CPU 2 x 2+ GHz CPU
    32 GB RAM 8 GB RAM

     

     For Specific On-Premises Mode Sizing Guidelines, Click Here

     


     

  • ControlUp Logon Simulator Guide

    Like its name implies the ControlUp Logon Simulator allows you to simulate user logons using “synthetic sessions” to test the availability and the responsiveness of all the elements taking part in a real user’s login in your XenApp /XenDesktop Environment.

    The ControlUp Logon Simulator is designed to communicate directly with the Citrix Storefront store (even through Citrix Netscaler Gateway) via native API’s to:

    • Authenticate via Citrix Storefront.
    • Mimic Citrix Receiver traffic flow.
    • Ensure the availability of the StoreFront Service.
    • Enumerate applications and ensure broker availability.
    • Launch application or desktop sessions against your catalogs.
    • Track key metrics such as connection time, logon time, etc. to ensure a successful end to end connection.

     

    For more details please refer to our user guide and video clip -

     

    Logon Simulator Guide

  • ControlUp & Citrix Director show wrong VDA registration state

    The Issue:

    Desktops are incorrectly being shown as unregistered and Not Available in ControlUp Console, but are Registered and Available when looking in Citrix Studio. 

     

    The Reason:

    Citrix Director and the ControlUp Console both get their information from the OData interface of the Broker.
    The ControlUp Console gets it's information specifically from the Machines table, that is why it shows "Unregistered" in the Console, although the Trends View shows the right information.

    Here is a screenshot of the director showing the status as the ControlUp console - 

     

    The Solution:

    We suggest restarting the Citrix Desktop Service, that should help in correcting the data, the issue is on the Citrix side.

    We encourage our customers to open a ticket at Citrix Support and request a permanent solution for this issue.

     

     

     

     

     

     

     

     

     

  • Error Accessing The Service

    The Issue:

    You try to define a data collector for your hypervisor and get the following error - "There was an error accessing the service at the supplied address".

     

     

    The Cause:

    The connection between the agent (the data collector) and then hypervisor is done via https and https is disabled in the Internet options.

     

    The Solution:

    Please enable TLS 1.0.

     

  • My computers/Hypervisors are not re-connected after I reboot them or restart the console. Why is that?

    Automatic reconnection requires a one-time manual configuration. Please follow these steps:

    1. Under the organization tree on the left, turn on the checkbox that says “Show auto-connect state”. The tree should now display a checkbox next to every folder/computer, while an enabled checkbox indicates that this object will be reconnected automatically.
    2. Turn on the checkboxes for all Hypervisors/computers which you would like to be monitored automatically. You can also turn this option for entire folders (or the root folder, to affect the entire organization).

    Turn off the “Show auto-connect state” checkbox when done. ControlUp will attempt to connect to the selected computers every 5 minutes.

  • Application Load Time

    ControlUp now has the ability to measure the time it takes every application to become available for the end user. The application’s load time in seconds is displayed in the Processes view. Average app load time for all processes is aggregated on the session, computer, and folder levels.

    In case that does not work, here are few steps you can take in order to troubleshoot the issue:

    1. First, verify you are running version v6.0.1.734 or later

    2. Define the applications you like to monitor in the Real Time Console, if the application load time is not enabled, it won't work. 

     

    3. On the target machine, please check the following:

    •  Application Load Time process is running -

    Please Note: In rare cases the AppLoadTimeTracer.exe loads and drops due to timeout, in that case you can the following:

    1. Add REG_DWORD key - ALTTracerWaitingTimeoutInSeconds = Number of seconds (default is 30, please try 60), under HKEY_LOCAL_MACHINE\Software\Smart-X\ControlUp\ALT.
    2. Restart the agent and check if the AppLoadTimeTracer.exe is loaded persistently. 

    • Driver - please check if the application load time driver is running. The driver is smdrv64.sys and can be viewed by DriverView (if the target computer is 32bit OS then the driver name will be smdrv32.sys)

    • Please open command line and go to C:\Program Files\Smart-X\ControlUpAgent\Version 6.x.x.xxx and run the following command - AppLoadTimeTracer C
    • It will show if the process holds the list of applications it needs to monitor

    • Registry - Open regedit.exe and go to HKEY_LOCAL_MACHINE\SOFTWARE\Smart-X\ControlUp\ALT\appmond and see if all applications you defined are correctly configured in the whitelist value
    • See that all applications you defined are located under HKEY_LOCAL_MACHINE\SOFTWARE\Smart-X\ControlUp\ALT\appmond\apps key

     

    • Make sure the application load time columns are visible in the grid, go to Columns button and check the Application load time column

     

    • If the application load time still does not work, please contact support - [email protected]

     

    If you like to enable the application load time only on specific servers 

     

    In order to enable ALT manually you need to follow these steps:

    1. Configure the reg key you mentioned below (HKLM\SOFTWARE\Smart-X\ControlUp\Agent\AppLoadTime\EnableMeasurement=1 (REG_DWORD))
    2. Restart the ControlUp agent service from the console (to enable ALT)

    If you want to be 100% sure, you defined that correctly, you can run DebugView and verify ALT works (https://technet.microsoft.com/en-us/sysinternals/debugview.aspx)

     

    If the you want to add 3rd party apps, you can edit the below key, add the process name and then restart the ControlUp agent:

     

     

    Known Issue:

    Adobe Reader hangs when added to the app load time list of processes, please remove it if you have added it already.

  • There was an error accessing the service at the supplied address

     

    The Issue:

     

    Cannot connect to your VMware hypervisor with the supplied address, you receive an error - "There was an error accessing the service at the supplied address".

     

     

    The Cause:

     

    The address provided is blocked by the proxy.

     

    The Solution:

     

    Please add the address of the hypervisor to the exceptions list, located under the proxy settings, in the Internet options, click on the LAN settings.

     

    Once the address is added, the connection is established correctly. To verify, click Test Connection.

     

  • The user is already connected to machine...

    The Issue:

    You login with the same Controlup user to two ControlUp Real Time Consoles, at the same time, and try to connect to your monitored computers and receive the error -  "The user is already connected..."

     

     

     

    The Cause:

     

    The same ControlUp user cannot connect to the same monitored resource from two separate consoles at the same time.

     

    The Solution:

     

    This limitation is by design, for security reasons we do not allow connecting with the same user from two consoles to the same machine.

    You have to have two registered users or log off the first console session.

  • Cannot add new Security Policy Roles\Change Owner and Roles Manager

    The Issue:

    I see the roles are grayed out and cannot be changed.

     

     

    The Reason:

    You are not the Owner or the Roles Manager.

     

    The Solution:

     

    First, you need to understand there is a difference between your local AD account and your ControlUp account.

    The ControlUp account is used only to login to ControlUp and authenticate your user.

    Your AD account which launched the ControlUp Real Time Console is in fact the one which becomes the owner and roles manager once you login (the first user in your organization to login to ControlUp).

    We recommend on using an AD group as the owner and the roles manager so you won't get stuck in case the AD account leaves the company or changes roles within the organization.

    In order to remove a Roles Manager, it requires starting the console with the local AD account of the Roles Manager or the Owner. (Run as...). That gives you the ability to change the occupants of that role, not which ControlUp account is used in the login screen. 

    Once you login with the AD user defined in the owner field, click on the 3 dots button marked below and choose an AD group which contains your ControlUp administrators.

     

     

  • Exceeded the daily quota of 1000 Incidents

    The Issue:

    You see a red banner error in the incidents pane which indicates you have exceeded the 1000 incidents quota.

     

    The Reason:

    Each customer has a quota of 1000 incidents per day, which means that after you exceed the quota, no additional incidents will be saved but alerts will keep on working as you defined in the incident triggers.

    Out of the box, each customer receives 11 predefined triggers, they are marked in Yellow as in the following screenshot:

    Most predefined triggers do not have a filter, thus in large environments you might exceed the limit.

     

    The Solution:

    Please make sure to go over all triggers and define them according to your needs. You can disable the ones you don't need and edit the ones you do by narrow them down a bit by using the filter editor. For more information about how to create and edit a trigger alert, please refer to our article - How to add an Incident Trigger 

    After verifying the triggers settings, if the issue persists, please contact ControlUp support and open a support ticket.

     

     

     

     

     

     

  • Server CPU Usage Displays ERR

     

    The Issue:

     

    Some of our servers display ERR in the CPU, disk queue, avg. disk read and write time field.

     

    The Reason:

     

    This issue might happen due to corrupted WMI / performance counters on the target computer.

     

    The Solution:

     

    Try running a "lodctr /r" command on the problematic server and then restart the ControlUp agent.

    If that doesn't work, you may need to salvage the WMI repository by opening CMD and running the “winmgmt /salvagerepository” command. Then restart the server.

    To test the ability to retrieve performance data outside of ControlUp, you can use PowerShell commands, for example - 

    Get-Counter –ComputerName WIN7MED7 -Counter "\Processor(_Total)\% Processor Time"

    Get-Counter -Counter "\Processor(_Total)\% Processor Time"

     

    Note: Please be aware that if your OS is not English locale, we had an issue we solved in version 6.0.1.734, so please upgrade if you are not at that version. 

     

    If you have upgraded to v6.0.1.734 and still have an issue, please check your regional settings of the OS, and see under Copy Settings if all properties are of the same language, if not, ERR will be shown. 

    2017-07-03_1245.png

     

     

  • How Do I Enable Auto Connection to My Servers?

    Use the auto connect feature if you'd like the ControlUp Real-time Console to reconnect to a server which was, for example, restarted for maintenance.

    Click on "Show auto-connect state" to choose which servers or folders to connect to automatically. As presented in the screenshot below, find the option at the left bottom of the console, below the folder tree.

     

    Once you are done with marking servers/folders, decide how much time will pass until the console will try to reconnect.

    The option presented in the screenshot can be found under Settings -> Agent Settings. The interval has been set to 2 minutes in this example. 

     

  • XenDesktop Integration PowerShell SDK Installation

    ControlUp 6 introduces XenDesktop Integration. It is required that the XenDesktop PowerShell SDK will be installed on the machine that initiates the connection to the Citrix XenDesktop Broker.

    This short article explains how to install the Citrix XenDesktop PowerShell SDK.

    The machine which initiates the connection to the Citrix XenDesktop Broker could be the ControlUp Console or other data collector, here are two screenshots, the first is of the Console being the data collector (that is the default settings) and the second screenshot is of a specific ControlUp agent defined as data collector.

    To change the data collector, right click the XenDesktop Broker and choose connection settings. 

    The ControlUp Console is the data collector -

     

    A ControlUp agent is defined as the data collector (remove the console\monitor)-

     

     

    The PowerShell SDK Snap-ins required are:

    1. AD Identity PowerShell Snap-in
    2. Broker PowerShell Snap-in
    3. Configuration PowerShell Snap-in
    4. Delegated Admin PowerShell Snap-in
    5. Host PowerShell Snap-in
    6. Machine Creation Services PowerShell Snap-in
    7. Configuration Logging PowerShell Snap-in
    8. Monitor PowerShell Snap-in

     

    The above MSI installation files for these PowerShell Snap-ins are located in the Citrix XenDesktop media at the path: “<media_root>\x64\Citrix Desktop Delivery Controller”.

    Alternatively, since the Citrix XenDesktop PowerShell SDK is a part of the Citrix Studio installation, it is possible to just install the Citrix Studio on the machine.

    You can also download 7.9 SDK from here.

    Step 1.

    Insert the Citrix XenDesktop installation media and open it.

    131.png

     

    Step 2.

    Click on Citrix Studio

     

    1311.png

     

    Step 3.

    Agree to the terms and Click Next

     

    13111.png

     

    Step 4.

    Verify the install path, and click Next

     

     

     131111.png

    Step 5.

    Click Install and wait for the installation to finish.

     

    1311111.png

     

     

     

     

  • Error type - CryptographicException : Keyset does not exist

    The Issue:

     

    During the work in the ControlUp Real Time Console you receive the following error:

    Stack Trace:
    ------------------
    1. at System.Security.Cryptography.CryptographicException.ThrowCryptogaphicException(Int32 hr)
    at System.Security.Cryptography.SafeProvHandle._FreeCSP(IntPtr pProvCtx)
    at System.Security.Cryptography.SafeProvHandle.ReleaseHandle()
    at System.Runtime.InteropServices.SafeHandle.InternalFinalize()
    at System.Runtime.InteropServices.SafeHandle.Dispose(Boolean disposing)
    at System.Runtime.InteropServices.SafeHandle.Finalize()

     

    The Cause:

     

    Missing permissions to folder - C:\ProgramData\Microsoft\Crypto\RSA\MachineKeys


    The Solution:

     

    Please verify the NT account has write access to the following folder - C:\ProgramData\Microsoft\Crypto\RSA\MachineKeys

     

  • List Redirected User Folders script - Access Denied

    Issue Description

    You try to run the script - List redirected user folders, and get an error - Access Denied

     

     

    Cause Description

    There might be a denied read and execute permissions on the powershell.exe file. So, when a regular user tries to launch powershell, it would deny them access.

     

    Solution Description -

     

    Please permit read and execute permissions on the powershell.exe file. So, when a regular user tries to launch powershell, it would allow them access.

  • “CPU Ready” Column is not showing data

    ControlUp Real Time Console present the vSphere CPU ready VM metric in the "CPU Ready" column.

    We look at the ‘runstate_full_contention’ metric for XenServer VMs to show the “CPU Ready” state.

    However it is not turned on by default, so you will either have to go to XenCenter and add it on the VM Performance tab, or use xe or the XenServer PowerShell cmdlets to turn it on.  

    To help you with implementing this, you can use a couple of bash scripts attached to this article, if you do not see them, open the article in a new and separate tab.

    The first, counter_on, will turn on any single performance counter (like runstate_full_contention). The second is specifically for disk read/write latency (Don’t forget, you can only get disk latency counters if the XenTools package is installed).