• Microsoft known issue: User Input Delay counter may cause handle leaks in ControlUp Agent

    If a machine on which the ControlUp agent is deployed is running Windows 10 1809 or later or Windows Server 2019 where the User Input Delay feature is enabled by default, you may encounter the list of leaked handles growing too large. This could happen if the machine is up for a long time and/or has many user sessions. This leak could create unexpected issues on the OS.

    The root cause of this issue is a Microsoft handle leak associated with the User/Session Input Delay performance counter. We at ControlUp have an open case with Microsoft Support and have received the following fixes from Microsoft per these versions:

    For each of these fixes, be sure to read the section in each article on How to get this update.


    If you have a different Microsoft version or cannot implement the fix for any reason, follow this procedure to prevent the issue. Be aware that by implementing these workarounds, you are disabling these features.

    Disable the User Input Delay feature using the registry keys on all the machines where the ControlUp agent is deployed. You can use the Controllers feature in the ControlUp Console or however you update registry keys on multiple machines using the same values detailed below.  

    To add the registry keys using the Controllers tab of the ControlUp Console:

    1. In the organizational tree of the Console, select the affected machines.
    2. In the grid, right-click and select Manage Registry. The Controllers tab opens.
    3. Under Registry Keys, select HKEY_LOCAL_MACHINE > SOFTWARE > Smart-X > ControlUp > Agent > ExclusionRules.
    4. Right-click ExclusionRules and select Create Value.
    5. In the Create Value pop-up:
      Enter Value Name: UserInputDelayProcess
      Select Value Type: REG_DWORD
      Assign Value Data: 1
    6. Repeat creating the exclusion rule value for the following:
      Enter Value Name: UserInputDelaySession
      Select Value Type: REG_DWORD
      Assign Value Data: 1
    7. Open the Targets area of the pop-up to see on which machines these registry key values are added.
    8. After you've reviewed and confirmed the list of machines in the Hives area, click OK.
    9. The ControlUp Agent service must be restarted on all the machines where these registry keys were added. 
    10. To verify that the registry keys were added and that the feature is disabled, you can:
      - Access the regedit of one of the machines:
      - Review the Processes view in the ControlUp Console for the relevant machines and verify the User Input Delay column shows N/A for all processes: 



  • 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. 

    8. Disable Browser URL/Active App and use DotTrace https://www.jetbrains.com/profiler/


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

  • Cannot Connect to Target Machine - Actively Refused


    You try to connect to an agent and fail with the following error:

    "Could not connect to...The connection attempt lasted for a time span...target machine actively refused it"


    The Console is trying to connect to an agent, but the agent's service is down.

    In addition, the "Deploy agents automatically" (in agent's settings) is disabled, so when you click connect, the Console will try to connect, and if the agent's service is down, it will fail.




    In order to fix this issue, the Console needs to start the agent's service while trying to connect.

    You can manually select Upgrade Remote Agent from Agent Control, or use the Deploy agents automatically option, to automatically try to restart the agent's service when you connect.



    Important Note:

    If Deploy agents automatically is checked/enabled, the monitor might have high resource consumption.

    There are situations where there are many computers that the monitor cannot connect to (network issue, server is down, etc).

    In these situations, the monitor attempts to upgrade them repeatedly, which might use a significant amount of CPU\Memory.


  • 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
    4. Start the 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 reasons 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

    To download our latest ControlUp Real-Time Console, click here.

    To download our latest ControlUp agent in as an MSI package, 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 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.