• 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


  • 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.



    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.




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



    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)



  • 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







    Show/Hide Navigation Bar



    Show/Hide Navigation History



    Show/Hide System Sessions



    Enable Grouping



    Show/Hide Computer’s domain



    Show/Hide Actions Pane



    Show/Hide Configuration Error Balloon



    Show/Hide Disconnected Computers



    Show/Hide Show Parent Grid View



    Show/Hide Computers With Errors



    Show/Hide Powered Off Computers



    Show/Hide Unmanaged VMs



    Show/Hide UnmanagedSessions



    Collapse Actions Pane



    Collapse Ribbon



    Show/Hide AddXDSite





    60 minutes

    Events Retention Period (under Event Settings)


    5 Minutes

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






    Frequent Event automatic filtering















    Play Sound Alerts on Console















    Agent will be uninstalled when not used






    Regulate Information updates



    Data Collection Cycle



    Maximum Concurrent Transactions



    Disable Flat Views



    Disable Processes View when limit passed



    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.




    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.



    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 (Cloud or On-Premises) about an incident more than 10 minutes, it disposes it and writes an event.





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

    In Cloud mode, 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)  



  • 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:


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


    The result:


  • 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.


    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


    Realtime Console

    Data Collector


    2 x 2+ GHz CPU

    4 GB RAM

    2 x 2+ GHz CPU

    4 GB RAM

    Monitor can be used


    2 x 2+ GHz CPU

    8 GB RAM

    2 x 2+ GHz CPU

    8 GB RAM

    Monitor can be used


    4 x 2+ GHz CPU

    16 GB RAM

    2 x 2+ GHz CPU

    8 GB RAM

    2 x 2+ GHz CPU

    4 GB RAM


    8 x 2+ GHz CPU

    32 GB RAM

    2 x 2+ GHz CPU

    12 GB RAM

    2 x 2+ GHz CPU

    8 GB RAM

    VDI Workloads


    4 x 2+ GHz CPU

    8 GB RAM

    2 x 2+ GHz CPU

    6 GB RAM

    Monitor can be used


    8 x 2+ GHz CPU

    16 GB RAM

    2 x 2+ GHz CPU

    8 GB RAM

    2 x 2+ GHz CPU

    4 GB RAM


    8 x 2+ GHz CPU

    32 GB RAM

    2 x 2+ GHz CPU

    8 GB RAM

    4 x 2+ GHz CPU

    16 GB RAM

    On-Premises Server

    All Env'

    2 x 2 GHz CPU

    8 GB RAM

    Insights On-Premises Server

    Minimum Server Requirements

    12 x 2+ GHz

    16 GB RAM

    Physical server recommended, RAID 0 or 1+0, OS Windows 2008 R2/2012 R2, 2016 

    SQL Server (for On-Premises installations)





    10 GB




  • 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.


  • 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 -

    • 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 - support@controlup.com


    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, 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. 




  • 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.



    Step 2.

    Click on Citrix Studio




    Step 3.

    Agree to the terms and Click Next




    Step 4.

    Verify the install path, and click Next




    Step 5.

    Click Install and wait for the installation to finish.







  • 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).


  • The ControlUp Dashboard

    "ControlUp dashboard" is a phrase customers frequently ask us about, so we want to explain the two dashboard options ControlUp offers.


    ControlUp's Real Time Dashboard -

    ControlUp's Real Time Console can be used as a dashboard on a big screen. Customers who have a NOC use this to see the real time status of their servers.

    To make the console act as a dashboard, click F11 and fine-tune the rows' height while working in the ControlUp Console.

    Here is an example - 


    ControlUp's Insights Dashboard

    ControlUp Insights is an innovative web-based operational intelligence solution for monitoring and analysing enterprise network environments. It features historical reports that allow for investigating the past behavior of performance counters and other system information gathered by ControlUp Real-time.

    For more information about ControlUp Insights and how to set up your environment to benefit from it, read how to upgrade to Insights.

  • XenDesktop SBA Failure


    The Issue:


    Trying to run an Analyze XenDesktop Logon Duration SBA and it fails. The error message indicates insufficient admin privileges.


    The Cause:

    Windows User Account Controls (UAC) notifies when programs try to make changes to the computer, and it gets the script to hang.


    The Solution:


    Disable the UAC. To achieve this, you can change the registry key listed below.

    Use Controlup Controllers to apply that change to multiple computers, if needed.

    Open Regedit.exe and go to -





    Change “EnableLUA” from ‘1’ to ‘0’, and then please restart the endpoint.




  • Setting Up a Multi-Domain Environment

    Does ControlUp support multiple AD forests/networks?


    For multi-AD support, where a single console supports multiple (untrusted) AD forests, the following prerequisites apply:

    • The computer running the console should have LDAP access to the relevant AD forests’ Domain Controllers.
    • DNS conditional forwarding should be configured so the computer running the console is able to resolve any relevant AD DNS entry in the external forest.
    • The console should have valid AD credentials in the external forest.

    In order to support multiple external networks, the following prerequisites apply:

    • The ControlUp agent needs to be pre-installed on relevant target computers (the agent MSI package can be used to accomplish this).
    • A single incoming TCP port (40705 by default) must be opened on the external network to support console–agent communication.
    • For Hypervisor support, incoming HTTPS port (443) has to be opened on the external network in order to support console-Hypervisor communication.
    • From a bandwidth point of view, each console-agent channel will consume ~1 KB/s.


    AD Connections 

    The AD Connections tab allows you to add managed domains and configure the credentials to be used to connect to these domains. If you are running ControlUp as a domain user, this list may be empty, which means your current domain credentials are used whenever needed.


    AD Connections can be found under Settings -> AD Connections.

    ControlUp supports managing computers from different Active Directory domains and forests. Even computers that belong to multiple untrusted Active Directory domains and forests can be managed within the same console, provided that you have sufficient credentials to manage computers in those domains and forests. All that is needed is an Active Directory connection, which consists of a domain FQDN and valid credentials.

    The Settings window's AD connections tab can also be used to enable ControlUp organizations to span multiple Active Directory forests. Every time you log into ControlUp, a list of available organizations is determined based on the Active Directory forest by which your Windows session is currently authenticated. If you create a new ControlUp organization from forest A and then later open ControlUp from a computer logged into forest B, that organization will not be visible on the logon wizard. To enable the display of that organization in forest B, perform the following steps:

    • Open ControlUp in a Windows session logged into forest A
    • Log into your ControlUp organization
    • Using the AD Connections tab of the Settings window, create an AD connection to forest B while providing valid credentials. Click OK.
    • Edit the newly created AD connection. Select the Trust tab and enable the checkbox next to “Allow users from “<forest B>” to login to organizations created in “<forest A>”. Click OK.
    • Now open ControlUp in a Windows session logged into forest B. Your ControlUp organization should be visible on the organization's drop-down list.
    • Keep in mind that the license is only assigned to a specific forest, so if the license is linked to forest A and you're logged into your ControlUp organization from forest B, you will be able to manage your environment according to the license linked to forest B.



  • Uptime Column Is not up to date

    The Issue:

    Although you have restarted your servers, the ControlUp Real Time Console shows an older uptime value.



    The Reason:

    The WMI Repository is Corrupt.


    The Solution:

    Open CMD and run the following command: “winmgmt /salvagerepository”, once done, restart the server.

  • Logon Duration Columns show N\A

    The Issue:

    In the Real Time Console Grid the Logon Duration related columns show N\A

    The Reason:

    1. The sessions were already running when the ControlUp agent was started

    2. The computer OS is XP/2003

    3. Our ETW Provider was stopped or was not installed properly.


    The Solution:

    1. Please restart the agent and then try to login. (we show logon duration data only for sessions that started after the agent is running)

    2. We only support 2008 / 7 and above OSs, please verify the OS version

    3. Verify ControlUp ETW Collector is functioning - please open the Performance Monitor and check under Event Trace Sessions, if the ControlUpLogOnDataCollection has started properly.

  • Some IOPS data is missing from the Console Grid (N\A)

    The Issue:

    Some of the performance metric columns show N\A, such as “Dropped Received Packets” or "CPU Ready".

    The Controlup Real Time Grid present performance information collected both from the agent and from the hypervisor (agentless).

    These columns are retrieved from the hypervisor.


    The Solution:

     If you are not connected to the hypervisor, the performance metric columns will show no data, in black & white N\A. See this page for details on how to configure hypervisor connections.

    If you are connected, the columns will show up in Green, but if the data is not presented and instead you have N\A, it means that you need to enable those performance metrics on the hypervisors.

    Your VMs are hosted on XenServer, then there are specific performance counter commands that may need to be issued on the poolmaster to enable the counters at the host and VM level.

    First, you need to know that IOPS data is supported starting XenServer 6.1 (In case your host is Xenserver).

    You need to explicitly enable the IOPS metrics by running the following command on the host - "xe-enable-all-plugin-metrics true"

    For more host-level monitoring information, see this page in the online documentation.

    For more VM-level monitoring information, see the following commands:

    Network stats:
    Dropped received packets: Run "xe vm-data-source-record data-source=vif_0_rx_errors uuid=<vm-uuid>" to enable for each NIC to track (eth0, eth1, etc).
    Dropped transmitted packets: Run "xe vm-data-source-record data-source=vif_0_tx_errors uuid=<vm-uuid>" to enable for each NIC to track (eth0, eth1, etc).

    Disk stats:
    Read IOPS: "xe vm-data-source-record data-source=vbd_hda_iops_read uuid=<vm-uuid>" to enable for each VBD to track (hda, hdb, etc)
    Write IOPS: "xe vm-data-source-record data-source=vbd_hda_iops_write uuid=<vm-uuid>" to enable for each VBD to track (hda, hdb, etc)
    Read latency: "xe vm-data-source-record data-source=vbd_hda_read_latency uuid=<vm-uuid>" to enable for each VBD to track (hda, hdb, etc).
    Write latency: "xe vm-data-source-record data-source=vbd_hda_write_latency uuid=<vm-uuid>" to enable for each VBD to track (hda, hdb, etc).

    ** The VBD needs to be a real disk/VDI, not PVS write cache or ISO VDI