• Session shadowing cannot be established


    The “Session Remote Control” or “Session Shadowing” action may fail in any of the following cases:

    1. The “Allow users to start both listed and unlisted programs on initial connection” setting is not selected in RemoteApp configuration on your RDS.
    2. The “Run initial program specified by user” setting is not selected setting on the Environment tab of RDP properties in Terminal Services Configuration.
    3. The “Always Show Desktop on Connection” setting in Group Policy is enabled.
    4. In Citrix XenApp environments, the “Launching of non-published programs during client connection” in XenApp user policies is not enabled.
    5. When executing Remote Control on Citrix ICA sessions, the Citrix Online Plugin is not installed on the computer on which you are running ControlUp console.
    6. Several known issues (http://support.citrix.com/article/CTX125693) affect the session shadowing functionality in various scenarios including multiple monitors, using Windows Aero and more.


    Using Remote Assistance instead of session shadowing is a recommended fallback option in these cases.

  • Remote assistance sessions cannot be established


    On computers running Windows XP. Creating a Remote Assistance session may fail on computers that were cloned without using the Microsoft Sysprep utility. 


    Please run the Sysprep utility on these computers and try using Remote Assistance again.

  • RDP connection to Windows XP failed


    Establishing a RDP connection to a computer running Windows XP might fail due to invalid credentials


    Windows XP only supports NetBIOS domain names for RDP connection. By default ControlUp saves credentials using the fully qualified domain name (FQDN). 


    Create saved credentials using the domains NetBIOS name in the username field. In the form of Domain\username.