• Outlook OST files are locked by the ControlUp Agent.

    The Issue:

    We have seen cases that in certain environments, our agent (process: cuAgent.exe) is having issues with closing an open handle it has to get the process exit time. 

    Users in the organization may come across with the following MS message:


    This is common when using our Application Load Time & Browser URL features since the engine under those features are scanning the processes that are being monitored. The Outlook is an app which we by default monitor the load time.

    You can use Process Explorer to verify this. In the image below we can see the following-

    1. We're RDPing to the machine that has the suspended outlook process. 
    2. We've verified the PID = 24024 as well as the user. 
    3. Via Process Explorer, we viewed the open handled (button marked in red).
    4. We can see that the process with the matching PID is held by the agent. 


    The Solution:

    Implemented the following registry key on the machine with the ControlUp Agent installed.

    • KEY_LOCAL_MACHINE\SOFTWARE\Smart-X\ControlUp\Agent\ExclusionRules
      • DWORD (32-bit) Value.
      • Name: HandleFreeAll
      • Value: 1

     A restart to the agent must be done to apply the changes. 

    NOTE: this key shouldn't be applied via GPP\GPO since there's a chance that it will get applied after the agent process went up.

    This registry key "tells" the agent to NOT open a handle to each running process (by default, we do have an open handle to each process). The handle is used to obtain the process exact exit time.

    With the key enabled, we don't have the exact process exit time (but we still guess it based on the agent query interval.



  • ControlUp Agent is locking a Process

    Currently, up to v7.4 and planned to be fixed in a future version, on rare occasions the cuAgent.exe might lock a process. This usually happens when something is preventing the agent from release\close the handle. 
    To verify it, please do the following:

    1. Uninstall or Disable the ControlUp Agent first to verify the issue does NOT happen when cuagent.exe is not running.

    2. If cuAgent.exe is the culprit, two features can be responsible:

    1. Application Load Time (#3)
    2. Open Handles (#4)

    3. Application Load Time:

    • Try to remove the "hanging app" from the Settings screen by clicking on Edit Rule and restart the agent service.
      Uncheck the checkbox to disable the feature:
    • Disable the App Load Time feature and Browser URL from the Real-Time Console.
    • Disable Application Load Time - Manually configure the reg key mentioned below: HKLM\SOFTWARE\Smart-X\ControlUp\Agent\AppLoadTime\EnableMeasurement=0 (REG_DWORD).

    4. Open Handles -

    • Run Process Explorer to if indeed cuagent.exe is causing a process to hang.
      • Download Process Explorer from here and run procexp64.exe.
    • Go to: HKEY_LOCAL_MACHINE\SOFTWARE\Smart-X\ControlUp\Agent\ExclusionRules
    • Add reg key (REG_DWORD) HandleFreeAll = 1, restart the agent service.


    • Please Note: Once the issue is resolved, you can distribute the key to all machines (using our Controllers pane).
      The only effect with the key enabled is that ControlUp won't get the exact process exit time (but we can still estimate it based on the agent query intervals).

    Here is how you add Exit Time column to the processes view:


    Contact Support@ControlUp.com for more details

  • cuAgent.exe High Resource Consumption

    There are few reasons why cuagent.exe can show high resource consumption:

    1. Determine if those agent are used as a dedicated data collectors – if so, you'll might need to add more resources or another data collector (each data collector usually can support 2-3 hosts).


    2. Test if the Logon Duration is the cause:

    1. Navigate to the key: "HKEY_LOCAL_MACHINE\Software\Smart-X\ControlUp\Agent”
    2. Create the DWORD "EnableLogonDuration" and set it to 0.
    3. Restart the agent service. 


    3. Test if cuagent is not releasing the handle properly:

    1. Go to: HKEY_LOCAL_MACHINE\SOFTWARE\Smart-X\ControlUp\Agent\ExclusionRules
    2. Add reg key (REG_DWORD) HandleFreeAll = 1.
    3.Restart the agent service. 


    4.Disable AppLoadTime feature from the console and set the following registry key:

    try the following:  HKLM\SOFTWARE\Smart-X\ControlUp\Agent\AppLoadTime\EnableMeasurement
    (REG_DWORD = 0)


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

    6. Try to salvage the WMI repository by opening CMD and running the “winmgmt /salvagerepository” command. Then restart the server.

    7. Download our 'Create process memory dump' script from the Script-Based Actions store and create a dump of the agent process. Once you obtain the dump file, please send it to us for analysis. 


    Contact Support@ControlUp.com for more details or if the agent's resource consumption is still high.

  • Failed to replace agent error

    The Issue:

    You open the ControlUp console and fail to connect to your managed computers.

    You receive an error: " Failed to replace agent files to match version X"

    The Reason:

    The ControlUp console is trying to match the versions of the Console and agents.

    It fails to upgrade the agents because they were installed via MSI installer.

    The Solution:

    If the agent is installed via agent MSI, you have to remove the older version with the same MSI package or from the add\remove programs before you install a newer version.

    Once the new version is installed, if the versions match, the Controlup console will be able to connect to the agents.

    If you're still having an issue with removing the agent, please refer to the following article -> I can't remove the ControlUp agent (MSI Installed)

  • Agent Logging Tool For In-Depth Troubleshooting

    In case you need to do comprehensive agent troubleshooting, we would like to share the following logging tool - Agent Log4net

    1. Please download it from here
    2. Save it where the CUagent.exe resides in (on the target machine)
    3. Restart the agent's service
    4. A log will automatically be created
    5. Once the issue reproduces, please send us the log to support@controlup.com
  • I can't remove the ControlUp agent (MSI Installed)

    The issue:

    The ControlUp agent fails the uninstall process. 

    The Reason:

    The Agent was originally installed via MSI package and you tried to remove it via the console or with MSI package of a different ControlUp agent version.

    This might lead to MSI data base corruption in addition to missing registry keys or files in the file system.

    The Solution:

    First thing you need to know is that an agent deployed by the Console can be removed from the Console but an agent installed by MSI package can only be removed by the MSI package and not from the Console.

    1. Please run the same MSI package (you originally used to install the agent), to remove it. (for previous console \ agent versions - click here)
    2. If that fails try to repair by the MSI package and then remove.
    3. You can also go to add\remove programs and right click the agent and choose to remove.
    4. If you get to a point the agent cannot be removed, please find attached to this article a batch file which will help you remove it. Please download it and run in the CMD.exe as administrator. (The script should remove all relevant smart-x keys)

    Using PowerShell:

    Use this PowerShell script linked here. (also linked at the bottom).

     Additional Notes:

    • In general you need to manually remove all smart-x registry keys and file system folders\files.
    • To workaround the MSI data base corruption, if that is the case you can also try and uninstall the msi package with the attached tool - Windows Installer CleanUp Utility (msicuu2.zip)
    • A customer also reported that he was able to remove the agent once he enabled the local windows firewall, you can try that as well.
    • If you do not see the attachments, please open the article in a new tab.

    For more information about agent deployment issues, be sure to check out our short video - Troubleshooting Agent Deployment Issues

     To download the latest ControlUp Agent MSI click here

  • Computer already belongs to another ControlUp organization

    Relevant ControlUp Agent Error Messages

    Failed to open connection to remote agent. This machine (‘COMPUTERNAME‘) only accepts connections from organization OrgNameA To change this, log on to organization OrgNameA and uninstall the ControlUp agent from this machine. Then, log back into organization OrgNameB and add the computer.

    Suggested Solution

    A managed computer can only belong to a single ControlUp organization at a time.

    If you no longer have access to the original ControlUp organization, perform these steps to remove the computer from the old organization:

    1. Logon to the target computer via RDP
    2. Stop the ControlUp Agent service
    3. Delete the following Registry key – HKLM\Software\Smart-X\ControlUp\Agent

    If you have more than one computer with this issue, you can automate the process a bit by using the following PowerShell script (execute it as admin):

    $ServerList = Get-Content -LiteralPath c:\ServerList.txt

    Foreach ($i in $ServerList) {

    sc.exe \\$i stop cuagent

    reg.exe delete \\$i\HKLM\Software\Smart-X\ControlUp\Agent /va /f

    sc.exe \\$i start cuagent

    For more information about agent deployment issues, be sure to check out our short video - Troubleshooting Agent Deployment Issues

  • Errors when deploying a ControlUp agent to the computer running the ControlUp console

    Relevant ControlUp Agent Error Messages

    Failed to perform the requested operation. This error may occur due to any of the following reasons: 

    • Your user account does not have the required rights over the remote computer.
    • UAC might be enabled and fail the operation. Please try running ControlUp as an Administrator.
    • The remote component is in the middle of a previous operation. If this is the case, please retry in several seconds.

    Suggested Solution
    Launch ControlUp console on another Windows computer and deploy the ControlUp agent remotely.

  • Missing RPC/WMI access to the target computer

    Relevant ControlUp Agent Error Messages

    1. Failed to contact COMPUTERNAME using WMI with the following error: The RPC server is unavailable
    2. An error occurred querying service cuAgent onComputerName Failed to contact ‘COMPUTERNAME‘ using WMI with the following error: The RPC server is unavailable.
    3. Validating WMI availability Error from WMI: Failed to contact ‘COMPUTERNAME‘ using WMI with the following error: The RPC server is unavailable.
    4. RPC service is not available and cannot connect to admin$ share
    5. Failed to contact 'COMPUTERNAME' using WMI with the following error / HRESULT: 0x80070721 / WMI connectivity

    Suggested Solution

    If a firewall prevents you from gaining remote RPC / file system and WMI access, you can manually install the ControlUp agent MSI package on the target computer, thus avoiding the need for RPC / remote WMI access.

    Once the ControlUp agent MSI package is installed only TCP port 40705 needs to be open on the target computer (the MSI package setup wizard automatically creates a Windows firewall rule to open this port).

    Also please refer to article Failed to replace agent, which also discussed WMI issue.


    In some cases, the WMI of the operating system is too corrupt, this can be verified by accessing the local Windows Management Instrumentation (WMI), run wmimgmt.msc and go to Action, Properties, You should see info like Processor, OS, SP and WMI version, any errors there, means the local WMI is corrupted and needs to be repaired on the OS.


  • Failed to register for information events - Access Denied

    The Issue:

    The ControlUp Monitor service does not connect to all monitored resources.

    The error you see is - "Failed to register for information events..."



    The Reason:

    The AD user defined in the Monitor settings as the user for authentication towards the managed computers is not allowed to monitor computers (connect to agents) in the Security Policy.


    The Solution:

    Please go in the ControlUp Console to Settings -> Monitor Settings and click in the Settings button.

    Find the AD user defined in the domain identity top window, as marked in the following screenshot - 


    Next step is to go and verify in the Security Policy that the same user is not part of a Role which does not have the permission "Connect to Windows Computer" over those folders or computers, as shown in the next screenshot:




    Please allow Monitor Computer to the AD user, the Monitor is using in order to connect to your monitored resources.

    For more information about User Delegation, please click here.

  • Monitor cannot connect to computers - Disconnected Error

    The Issue:

    The monitor fails to connect to computers in the monitored resources list. the status is Disconnected, as shown in the screenshot below - 

    The Reason:

    Those computers are excluded from monitoring.

    The Solution:

    Please go to the folder, those computers reside in, right click it and choose properties.

    In the properties, window make sure to include the computers in the Monitor's resources.

    By default, all folders inherit the configuration from the root (top) folder.

    If the folder is excluded by mistake, check the root folder properties as well.

  • Unable to gain access to "computer.domain.com"

    The Issue:

    You try to connect to a managed computer but receive an error - "Unable to gain access to the computer"

    The Solution:

    1. Check if the user which logged in to windows and launched ControlUp, is part of the administrators' group on the managed computer
    2. If you are using a non-admin user to launch ControlUp, you can go in the Console to settings -> AD Connections and set an administrator user which the Console will use when it tries to connect to your managed computers.
    3. It might be a DNS registration issue, please verify the server DNS registration.


  • Adding Non-Domain Computers to ControlUp

    As you know ControlUp does not officially support monitoring non-domain computers. However, we can fool ControlUp into thinking that a workgroup computer is domain joined. We will still need a functional AD domain for this to work, but the computer doesn’t really need to be joined to it. In brief, we will make sure name resolution is available, create a bogus computer account, pre-install ControlUp Agent using an MSI package and we’re good to go!

    Here are the step-by-step instructions, where SERVER01 is the computer name, is its IP address and domain.local is the AD domain suffix:

    1. Make sure the computer is accessible using an FQDN with your AD domain suffix. You can do one of the following:
      1. Create a host (A) record in your DNS zone. If you’re scripting, do:
        dnscmd DNSSERVERNAME /RecordAdd domain.local SERVER01 A
      2. Alternatively, add an entry to your Hosts file with the FQDN and IP, like10.1.6.6                SERVER01.domain.local
    2. Prepare a bogus computer account in your functional AD domain, with the dNSHostName attribute populated. Here’s a Powershell snippet that does that:
      Import-Module ActiveDirectory
      New-ADComputer -Name “SERVER01” -SAMAccountName “SERVER01” -Path “CN=Computers,DC=domain,DC=local” –DNSHostName “SERVER01.domain.local”
      Note: this step is only required in order to add the computer to ControlUp. You can later delete the bogus AD account. However, DNS resolution needs to stay in place.
    3. Install ControlUp Agent on the target computer using an MSI package. Make sure you download a package with the correct CPU architecture and .NET version.
    4. Configure the Security Policy to grant the “Connect” permission under “Run Computer Actions” to Organization Members:
    5. In ControlUp Console, use the Add Computers button to browse for the target computer in AD. As long as the agent service is running on the target computer (it should. Since the service startup type is Automatic), you should be able to connect to the computer, monitor it and even perform management actions!

    Beware, this functionality is essentially a hack, so don’t be surprised if you encounter unexpected errors. However, our tests indicate that monitoring and management actions work, which is great for anyone out there who’s interested in monitoring computers in DMZ or not joined to a domain for other reasons.

  • Agent Version Does Not Match (ControlUp 7.1 and below)

    For ControlUp 7.1 and below.
    From ControlUp 7.2 we have backward compatibility that supports connectivity new Consoles with old Agents (7.1 and Above).

    The Issue:

    Each time I launch the ControlUp Real Time Console and connect to the group of servers that I normally connect to, it attempts to update the agent version running on these servers. This keeps happening even though the Agent version is already the same version of the Management console (e.g.

    The Reason:

    There is a Monitor service or another console running in your network that keeps downgrading the agent (e.g. A pre-508 version)

    The Solution:

    Please right click one of your servers and choose properties as presented in the image below.


    Then check out which consoles are connected to that specific server.

    Now you know which console might be downgrading your agents.

  • Failed to replace agent

    The Issue:

    When you try to connect to an endpoint after upgrading to a new Controlup Real-Time Console version, the console is trying to upgrade the agent but fails with error:

    "Failed to replace files to match version X. Failed to terminate the server agent on machine X"

    The Reason:

    The reason for this issue could be:

    1. Permissions
    2. Connection
    3. WMI repository issue


    The Resolution:

    To troubleshoot the connection issue, please use ControlUp's diagnostics tools:

    1. Ping - to test connection
    2. Admin$ - to see if you have administrative rights on the target end point
    3. Test WMI - to check the target end point's WMI repository functionality

    In case you have connection issue please refer to the article Troubleshooting Connections Issues To Managed Computers and if the issue is with admin access, please refer to Missing Admin Rights.

    By running the Test WMI diagnostics, you are trying to execute the following command: wmic /NODE:computername /user:domain\username SERVICE list Full

    If it fails, try to run the command locally on the target endpoint to verify this is not a connection issue and is a WMI issue.

    If you discover that the WMI repository is corrupt on the servers that would not allow a push of the new agent, we suggest you run 'winmgmt /salvagerepository' at an elevated command prompt.

    To verify the issue is resolved you can run 'wmic service list full' and see that now it works.


  • Troubleshooting connections to managed computers

    Here’s a quick checklist for successfully adding a managed computer to the console:

    • The managed computer’s name, as appears in Active Directory, should be resolvable to a valid IP address. A name resolution failure is indicated by the following error message: “No such host is known”.
    • The computer’s operating system should be fully started, including the RPC services. If the boot process has not completed, “There is no RPC access” error message will be displayed.
    • The connection requires RPC access, which can be quickly tested by connecting to the administrative shares of the target computer, for example by entering computernameAdmin$ in the “Start > Run” menu of your computer.
    • The computer’s firewall should not be blocking incoming connections to RPC ports
    • At least Microsoft .Net Framework 3.0 is correctly installed (3.5 SP1 recommended). For computers running Windows Vista / Server 2008 or later, .Net Framework can be deployed using the Add Computers wizard.
    • Your domain account has full administrative privileges on the target computer. If using User Account Control, make sure you start ControlUp as an administrator.
    • A corrupt WMI repository may prevent successful connection to managed computers. If your agent installation terminates with errors such as “Error occurred while trying to check if .Net is installed”, “Invalid class” or “Error querying service cuAgent”, you should look into rebuilding the WMI repository on your managed computer/s. The full process of troubleshooting WMI and rebuilding the repository is outlined here.
  • Download Controlup Real Time Console and Agent

    In order to download our latest ControlUp Real-Time Console please click here.

    In order to download our latest ControlUp agent in as an MSI package, please click here.


    If you have an outdated version and an upgrade is not possible at the moment and you need an MSI version that is not on the website, please contact us at Support@controlUp.com with the specific version you have.

  • Missing admin rights on the target computer

    Relevant ControlUp Agent Error Messages

    1. Validating RPC availability: Failed to access \\COMPUTERNAME\admin$ with the following error: The directory does not exist
    2. Validating WMI availability Error from WMI: Failed to contact ‘COMPUTERNAME‘ using WMI with the following error: Access is denied. (Exception from HRESULT: 0x80070005 (E_ACCESSDENIED)

    Suggested Solution

    Please make sure the Windows account running ControlUp console is part of the local administrators' group on the target computer.

    You can also use the AD Connections settings screen to configure alternative admin credentials that will be used for agent deployments

  • Missing ControlUp TCP port 40705 access to the target computer

    Relevant ControlUp Agent Error Messages

    Failed to open connection to remote agent. Failed to open connection.

    Could not connect to net.tcp://FQDN:40705/cuAgent. The connection attempt lasted for a time span of 00:00:XX:XX:XX. TCP error code 10060: A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond IP_ADDRESS:40705.

    Suggested Solution

    Configure an inbound Windows firewall rule to allow incoming access to port 40705. This could be accomplished by running this command line on the target server:

    netsh advfirewall firewall add rule name="ControlUp Agent" dir=in action=allow protocol=TCP localport=40705

    Alternatively, you can automate this task by configuring the “Define inbound port exceptions” GPO setting and adding the following value: “40705:tcp:*:enabled:ControlUp-Agent”

  • Missing ICMP access to the target computer

    Relevant ControlUp Agent Error Messages

    Ping test: Communication failed. Error code: TIMED OUT

    Suggested Solution

    If you have ping disabled in your environment you can disable the ping test. Go to Settings -> Agent and uncheck the “Check if computer answers a ping before deploying agent” checkbox in order to bypass this step of the agent deployment.

  • Managed computers disconnect from the console after a network failure

    If a brief network failure occurs, your managed computers may lose their connections to the console (icon color changes to red in the Navigation Tree). To prevent this, right-click the computer/s or folders of choice and select “Auto-Connect”.


    This way, the ControlUp console will maintain connections to these machines at all times and reconnect to their agents when network connections are restored. 

    You can also change the interval number that the Console is checking the connections via the Agent section in Settings. E.g. below - 


    To view the auto-connect state on the organization level, mark the "Show auto-connect state" under the folder structure and you'll see what's marked and what's not. 


  • ControlUp Agent - Add/Remove Programs

    When you deploy the cuAgent via the Real-Time Console, you have two ways to configure it.

    Temporary mode - The ControlUp Agent will be automatically uninstalled if the Console or Monitor are not connected with that agent, after a duration of 5 minutes. 

    Persistent mode - The ControlUp Agent will stay on the remote machine and will not be uninstalled automatically.

    If you go to Settings-> Agent Settings - use the "Agents will be uninstalled automatically when not used"  in order to manage the agent behavior.

    In addition, when checked, the ControlUp Agent will not appear in "Add/Remove Programs" (appwiz.cpl) and when not checked, it will appear.