• Horizon Integration Troubleshooting

    If you're experiencing performance issues on your Horizon connection servers while the ControlUp Horizon integration is enabled, you can perform this procedure to increase the Horizon Collection interval by 10-second increments. This may help reduce possible high CPU or memory utilization.

    To increase the Horizon Collection interval, you have to add a registry key to any ControlUp component that initiates a connection to the Horizon connection server. In most cases, these would be your ControlUp Data Collector machines.

    To check which machines are configured as ControlUp Data Collectors:

    1. In the Real-Time Console under the organization tree, right-click the relevant Horizon connection. Select Connection Settings and the Add Hypervisor Connection dialog opens. 
      Tip: To see the Connection Options area, click the down arrow at the side. CD_ConnectionAreaHorizon.png
    2. Add the registry key as described in the procedure below for each of the machines appearing in the list of configured data collectors.
      - If the ControlUp Console / Monitor is listed as the data collector, add the registry key and value to that monitor server and every machine running the ControlUp Real-Time Console.
      - If there are machines configured as data collectors, add the registry key and value to each of them.

    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 above 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 > Horizon Data Collection.
    4. Right-click Horizon Data Collection and select Create Value.
    5. In the Create Value pop-up:
      Enter Value Name: Data Collection Interval
      Assign Value Data: Should be between 10 to 3600 - This value is in seconds and the default is 10.
    6. Open the Targets area of the pop-up to see on which machines these registry key values are added.
    7. After you've reviewed and confirmed the list of machines in the Hives area, click OK.


  • AV Exclusions for ControlUp

    While it's not a requirement, we have found that some AVs can cause high CPU utilization when scanning some of the ControlUp binaries.

    If you want to whitelist the following, it may be advantageous in preventing or resolving issues:

    On End-Points with the CU Agent installed:
    C:\Program Files\Smart-X\ControlUpAgent\Version X.X.X.X\AppLoadTimeTracer.exe
    C:\Program Files\Smart-X\ControlUpAgent\Version X.X.X.X\cuAgent.exe
    C:\Program Files\Smart-X\ControlUpAgent\Version X.X.X.X\cuAgentHelper.exe"

    On the ControlUp Real-Time Console Server(s):

    C:\Program Files\Smart-X\ControlUp\ControlUpConsole.exe or where you've placed the executable.

    On the ControlUp Monitor Server(s):
    C:\Program Files\Smart-X\ControlUpMonitor\Version X.X.X.X\cuMonitor.exe

    If you would like to validate that our binaries are safe, you can scan against them on https://www.virustotal.com
    The report will show you the files are digitally signed properly and clean of any viral engines.


  • HA & Backup

    ControlUp's Hybrid Cloud Solution

    By design ControlUp's Hybrid Cloud solution is highly available since most configuration information and Insights Data are saved in our Cloud infrastructure.

    Component Backup High Availability
    Real Time Console For saving Personal’s user configuration such as Draft SBAs, Columns views, credentials set etc. you can backup the folder: C:\Users\<user>\AppData\Roaming\ControlUp The Console - either Cloud or On-Premises - is highly available as most configuration data is store in either the cloud or your on-premises LDS instance.
    ControlUp Monitor For saving the monitor's settings, backup folder -C:\Windows\ServiceProfiles\NetworkService\AppData\Roaming Install 2 Monitors, select the Primary Monitor, once the Primary fails, the 2nd monitor will automatically take over.

    ControlUp's On-Premises Solution

    On-Premises Server Since the ControlUp On-Premises server stores your organization’s LDS database & IIS instance in addition to the CU server service, we recommend using your enterprise standard VM backup tools to protect your data. There is no need to configure an HA pair for this component, the consoles and Monitor services have an offline cache feature that enables them to continue working without a live connection to the On-prem server for up to 24 hours. The only recommendation here is to have a valid snapshot and DRS configuration for this server
    SQL DB Use Microsoft’s recommendations on Backup SQL DB from Here. Use Microsoft’s recommendations on how to make it HA from Here.
    On-Premises Console & Monitor Same as Online mode, backup the relevant folders is a must.
    Insights On-Premises

    Backing up the Activity Files folder is enough to recreate the historical reporting.


    Our recommendation is that this folder be backed up on a daily/weekly basis for 2 reasons:

    1. Be able to clear the folder every week/regularly to avoid bloat

    2. Be able to restore and re-index all data in case the IOP server is no longer available.
    Create an Image of the IOP machine (Linux based) or just install IOP on a fresh machine and check our KB afterwards - Adding Insights On-Premises IOP Module
  • Performance Optimization for ControlUp's Real-time Console & Monitor

    In medium and large environments, the ControlUp Real-Time Console administrator can optimize the performance of the console and the monitor.

    Here are a few optimizations that can be applied, according to your needs (displayed in the table and detailed blow) 

    Optimization Name Console Monitor
    Disable Process Flat Views  
    Increase Data Collection Cycle
    Dedicated Data Collectors
    Optimize Auto Connection Settings ✓ 
    Exclude Folders From Monitor  
    Disable Console Incidents Processing  
    Change Search  
    Deploy Agents Automatically ✓ 


    1. Disable Process-level Dependent Views

    By default, the console offers 9 different views: Folders, Hosts, Machines, Sessions, Processes, Accounts, Applications, Storage and NetScalers.

    In large environments, the Processes view may cause high resource consumption during the operation of the console, mainly due to the high total number of processes the console monitors (summary of all processes running on all monitored resources).

    In such cases, it is advised to disable the flat views and still monitor the processes by drilling down:
    Machine > Session > Processes or Machines > Processes, as shown in the below screenshots.


    In order to disable the "Process-level views" go to Settings > Advanced as displayed in the following screenshot.

    Once you disable the “Process-level views” those tabs will be grayed out: Processes, Accounts and Applications. 4.png

    2. Increase the Data Collection Cycle

    By default, all ControlUp Agents push information updates to the console every 3 seconds.

    The update interval can be configured by the ControlUp Admin, so the ControlUp Console will pull the information from the agents in set intervals. In addition, you can set the number of computers the console connects to concurrently.

    To increase the data collection cycle and change the updates intervals go to Settings > Advanced as shown in the screenshot below.

    To update ControlUp Monitor’s intervals go to Monitor Settings.


    The first 2 optimizations can be configured via GPO for all console users, click here for more details about UI management via GPO.

    3. Set Up a Dedicated Data Collector

    Note: This configuration is crucial to prevent severe performance implications.
    Install agent 4.5 MSI, and assign it as a data collector.

    By default, every Console and Monitor connects to the hypervisors or to the XenDekstop brokers.

    In large environments where multiple consoles and monitors are running, the best practice is to create a relay or a data collector so you have a single point of hypervisor\XD data collection.

    For details on configuring a dedicated data collector, see this article.

    4. Optimize Auto Connection Settings

    You can have the console automatically connect to disconnected computers. Once a computer gets disconnected for any reason, the console will try to contact that endpoint.

    To enable this feature: As seen in the below screenshot, under the organization tree, check the "Show Auto-Connect State" and check the computers you would like ControlUp to automatically connect to.

    This feature will also enable the console’s automatic connection immediately upon launching the console.

    The reconnect interval time can be configured by the ControlUp Admin.

    To define the interval go to Settings > Agent Settings as displayed in the following screenshot.

    In large environments, if all computers are set to auto-connect this may extend the console launch process, mark only important servers or folders to automatically connect.

    5. Excluding folders from the Monitor

    By default, all folders, hypervisors and computers are monitored. You can reduce the monitored resources in order to optimize Monitor performance.

    To exclude any resource right click it and choose properties and then "Exclude from ControlUp Monitor"=Yes.

    6. Disable Console Incidents Processing

    Once you add a Monitor, it is responsible for all your incident collection and trigger alert notifications. The Console also processes and collects all incidents in parallel to the Monitor when running.

    In order to disable the incidents collection and free up console resource consumption, open regedit.exe on the machine running the Console and go to - HKCU\Software\Smart-X\ControlUp\Console and create a DWORD with Value name DisableIncidents, with value data = 1

    That will disable the incidents collection and optimize the performance.

     7. Change the search options to Name Only

    By default, the search will be done in the search field, in all fields.

    Change the default search option to Name only, which will decrease the resources the console uses because the search is filtered just to the Name column.

    These settings can be managed and enforced for all console users via GPO, click here for more details.2017-07-26_1510.png

    8. Uncheck the "Deploy agents automatically"

    By default, the "Deploy agents automatically" is checked in the Agent Settings.

    By unchecking that option, you take control of agent deployment. Otherwise, when the Console attempts to connect to a monitored computer or endpoint and fails, it will attempt agent deployment. In large environments that may cause degradation in Console performance Try to deploy the agent in the background to all agents which are not connected.

    The Monitor is also affected by this Checkbox, when checked, the monitor will try to connect to all machines in the folder tree (besides those who were excluded), which will cause high resource consumption.

    Note: If added multiple machines to the folder tree that doesn't have agents installed, the Monitor might crash if the "Deploy agents automatically" is checked.

    Only enable that option if you fully deployed the agents via MSI or Installed Agent Mode.

    We recommend disabling Automatic Agent Deployment for VDI customers with more than 1000 computers.


  • Console performance issue / high RAM consumption

    The Issue:

    The Real Time Console performance is slow and the RAM consumption is high.


    The Reason:

    There are 2 distinct culprits for console performance issue / high RAM consumption 

    1. High rate of Windows events being reported to the Console
    2. A large amount of performance updates that are sent to the Console


    The Solution:

    Please try each of the following fixes separately:

    1. High rate of events – please go to Settings –> Events Settings –> Event Type and uncheck all 3 checkboxes. Click on OK to apply and restart the console process (this will disable Windows Events collection on the agent side)


    2. High rate of performance updates – please go to Settings – Advanced Settings and check the “Disable process flat views” checkbox (see attached screenshot). This will disable the Processes flat view