• Getting Started with ControlUp Hybrid Cloud - Version 8.5

    Welcome to ControlUp! This guide gets you up and running with the 8.5 version of the ControlUp Hybrid Cloud environment and links to each article you'll need to get set up. This article includes:

    Architecture Diagram

    Before the installation, you need to understand the different components and what they do. Read below for more details on the components and how to install them.

    Hybrid_Cloud_Architecture821.png

    Prerequisites Articles

    To install and use ControlUp, make sure to meet the prerequisites explained in each of the following articles:

    Component Description and Installation Articles

    ControlUp Real-Time Console

    The ControlUp Real-Time Console is a standalone application that offers real-time monitoring and altering, remote and real-time management of your end-user environments. 

    Go to Installation and Configuration Guide Hybrid Cloud Real-Time Console

    Insights

    Insights is an analytics and monitoring solution that provides historical data. The web interface shows you real-time and historical-based performance data from your ControlUp environment. The integrated virtual expert offers sizing recommendations for your monitored machines, which makes it easier to better allocate resources in your environment. Our analytics platform collects, stores, indexes, and presents performance logs from any ControlUp resource. 

    Go to Getting Started with Insights

    Solve

    Solve is a web-based application that offers new, modern dashboards that visualize real-time metrics of your environment. 

    Go to Welcome to Solve

    Go to Configure Solve

     

     

  • Getting Started with ControlUp On-Premises - Version 8.5

    Welcome to ControlUp! This guide gets you up and running with the 8.5 version of the ControlUp On-premises environment and links to each article you'll need to get set up. This article includes:

    Architecture Diagram

    Before installation, you need to understand the different components and what they do. Read below for more details on the components and how to install them.

    On-Premises_Arch2021-07-27_15-45-44.jpg

    Prerequisites Articles

    To install and use ControlUp, you need to make sure to meet certain prerequisites which are explained in each of the following articles:

    Component Description and Installation Articles

    ControlUp Server (COP)

    The ControlUp Server consists of backend components that build the underlying infrastructure of the on-premises environment. This is the first component you must install.

    Go to Installation Guide COP

    ControlUp Real-Time Console

    The ControlUp Real-Time Console is a standalone application that offers real-time monitoring and altering, remote and real-time management of your end-user environments. After you have installed COP, you should continue with the installation of the Real-Time Console. 

    Go to Installation Guide Real-Time Console

    Insights On-Premises (IOP)

    Insights is an analytics and monitoring solution that provides historical data. The web interface shows you real-time and historical-based performance data from your ControlUp environment. The integrated virtual expert offers sizing recommendations for your monitored machines, which makes it easier to better allocate resources in your environment. Our analytics platform collects, stores, indexes, and presents performance logs from any ControlUp resource. 

    We recommend installing the IOP server after installing the COP and Real-Time Console. You can install IOP from an OVA file (appliance-based) or on a Linux machine in your environment. Additionally, you have to install the IOP Forwarder to forward metrics to your IOP server. 

    Go to Installation Guide IOP (appliance-based)

    Go to Installation Guide IOP (Linux installation)

    Go to Installation Guide IOP Forwarder

    Solve On-Premises (SOP)

    Solve is a web-based application that offers new, modern dashboards that visualize real-time metrics of your environment. If you acquired a license for Solve, you can start installing and configuring the SOP server.

    Go to Installation Guide Solve

    Go to Configuration Guide Solve

    Configuration Guide

    After the installation of these ControlUp components, it’s time to configure your ControlUp Real-Time Console so that you can start using ControlUp in your environment.  

    Go to ControlUp Configuration Guide.

     

  • Install and Configure Hybrid Cloud Real-Time Console - Version 8.5

    Welcome to ControlUp! Let's guide you through the installation and configuration process for the Real-Time Console on Hybrid Cloud. Follow these instructions if you don't have a ControlUp organization and never used ControlUp before. 

    This guide is part of the Getting Started with ControlUp Hybrid Cloud - Version 8.5 introduction, which gives an overview of the requirements for using ControlUp and its components. 

    Get Ready

    1. Download the ControlUp Real-Time Console from here
    2. Unzip the file that you just downloaded.
    3. Double-click the ControlUpConsole.exe and the configuration wizard appears.

    Create a User Account

    To start working with the ControlUp Real-Time Console, you have to create a ControlUp user account. 

    Note: ControlUp requires internet connectivity for the sign-in process.

    Upon opening the ControlUp console for the first time, the following screen displays:
    Welcome.png

    To create the user account:

    1. Click Create a new account and fill out the following form:
      SignIn.png
    2. Provide a valid email address and your contact details.
    3. Select the check box to agree to the Terms and Conditions and click SIGN UP.
    4. Validate the email address that you entered in the Signup wizard. Click OK.

      ValidateEmail.png
    5. Check your inbox and copy the verification code from your mail.
      VerificationCode.png

    6. Paste the verification code into the Passcode field and click Continue.
      EmailVerification.png

    Create a ControlUp Organization

    ControlUp organizations are entities that represent groups of machines managed by the same administrative personnel. Once an organization is created, new ControlUp users may join the same organization so they can manage and monitor the same environment.

    To create a ControlUp Organization:

    1. Choose an Organization Name and click Continue. The organization creation process begins.

      Tip: Choose a clear and descriptive organization name as this will allow future ControlUp users from your company to easily recognize the organization when they sign in to ControlUp. 

      CreateOrganization.png
    1. Once the new organization is created, the start screen of the Real-Time Console appears.
      MainScreenConsole.png

    Congratulations! You successfully set up your ControlUp environment. Let's get started with the initial configuration of your ControlUp environment. The following sections briefly describe the steps that we recommend you to perform in this order. In each step, you can find a link to the articles that describe what you should do for each of the recommended actions. 

    Step #1 - Create Shared Credentials

    The first step is to create shared credentials. Whenever ControlUp needs to connect to a resource that requires authentication, it is recommended to create the necessary credentials and to save them safely in your ControlUp environment. 

    The configuration of shared credentials is described in the Configuring Shared Credentials article.

    Step #2 - Add a Monitor

    Configure a monitor to allow 24/7 monitoring of your resources. The monitor uses credentials that you set up in Step #1. A detailed description of how to set up a monitor in your ControlUp environment can be found here.

    Step #3 - Create Folders

    Once you added a monitor, we recommend creating a folder structure within your Real-Time Console. This helps you to better organize the components of your organization and to view them in your organizational tree in the console. You can find more information on how to create folders in this article.

    Step #4 - Add Managed Machines

    Now it's time to add some machines to the organizational tree in your Real-Time Console. There are several ways to add managed machines to the console. Each of them is explained in the Add Machines article. 

    Step #5 - Add Hypervisors

    We support monitoring and managing virtualization infrastructures based on VMware vSphere, Citrix Server, Nutanix AHV, Microsoft Hyper-V, or a combination of those. A list of supported hypervisors can be found here.

    How to add a hypervisor to your console is described in detail in the Add Hypervisor article.

    Step #6 - Add an EUC Environment

    You can easily monitor, troubleshoot, and remediate your EUC environment with ControlUp. Find more information on how to add an EUC environment to your console in this article

    Step #7 - Add a Netscaler Appliance

    The Add NetScaler Appliance user guide describes how to add a Citrix Netscaler Appliance to your Real-Time Console. 

    Step #8 - Configure a Dedicated Data Collector

    A Data Collector increases the performance capabilities of both your console and monitor when collecting metrics from external sources such as VMware vCenter, Citrix Delivery Controllers, XenServer Poolmasters, AHV Clusters, and NetScaler appliances. The configuration steps for the Data Collector are explained in the ControlUp Data Collector article. 

  • ControlUp Configuration

    Congratulations! You successfully set up your ControlUp environment. During the installation phase, you installed and configured the ControlUp Real-Time Console. Let's get started with the initial configuration of your ControlUp environment. The following sections briefly describe the steps that we recommend you to perform in this order. In each step, you can find a link to the articles that describe what you should do for each of the recommended actions. 

    If you haven't yet installed ControlUp, go to the ControlUp website to download the Hybrid-Cloud mode or read here for installation instructions for the On-premises mode.

    Step #1 - Create Shared Credentials

    The first step is to create shared credentials. Whenever ControlUp needs to connect to a resource that requires authentication, it is recommended to create the necessary credentials and to save them safely in your ControlUp environment. 

    The configuration of shared credentials is described in the Configuring Shared Credentials article.

    Step #2 - Add a Monitor

    Configure a monitor to allow 24/7 monitoring of your resources. The monitor uses credentials that you set up in Step #1. A detailed description of how to set up a monitor in your ControlUp environment can be found here.

    Step #3 - Create Folders

    Once you added a monitor, we recommend creating a folder structure within your Real-Time Console. This helps you to better organize the components of your organization and to view them in your organizational tree in the console. You can find more information on how to create folders in this article.

    Step #4 - Add Managed Machines

    Now it's time to add some machines to the organizational tree in your Real-Time Console. There are several ways to add managed machines to the console. Each of them is explained in the Add Machines article. 

    Step #5 - Add Hypervisors

    We support monitoring and managing virtualization infrastructures based on VMware vSphere, Citrix XenServer, Nutanix AHV, Microsoft Hyper-V, or a combination of those. A list of supported hypervisors can be found here.

    How to add a hypervisor to your console is described in detail in the Add Hypervisor article.

    Step #6 - Add an EUC Environment

    You can easily monitor, troubleshoot, and remediate your EUC environment with ControlUp. Find more information on how to add an EUC environment to your console in this article

    Step #7 - Add a Netscaler Appliance

    The Add NetScaler Appliance user guide describes how to add a Citrix Netscaler Appliance to your Real-Time Console. 

    Step #8 - Configure a Dedicated Data Collector

    The Data Collector increases the performance capabilities of both your console and monitor when collecting metrics from external sources such as VMware vCenter, Citrix Delivery Controllers, XenServer Poolmasters, AHV Clusters, and NetScaler appliances. The configuration steps for the Data Collector are explained in the ControlUp Data Collector article. 

     

     

  • Add Machines

    You can easily add the machines you want to be monitored by ControlUp to your organization.

    Note: We recommend that you secure communication between the agents deployed onto these machines and the ControlUp Real-Time Console and ControlUp Monitors. For details on our security recommendations see ControlUp Agent Security Best Practices.

    Click Add Machines in the Home ribbon. You can also right-click anywhere in your organization folder and select Add > Machines.

    The Add Machines window prompts you to select your managed machines, using one of the following methods:

    By selecting machine accounts from your Active Directory (default)

    mceclip0.png

    Choose a domain containing the machines to be added using the Domain selector button.

    Choose a root OU for the Active Directory search using the Search Root selector. This is useful in large environments, in which the size of the directory may slow down the discovery process.

    Search for and select computer accounts from Active Directory. Typing text in the Search Filter box performs inline filtering of the result table, which allows for faster location of machine accounts. The text you type in the Search Filter box can be any part of the machine name and does not require the use of wildcard characters.

    By default, ControlUp attempts to contact your machines by using the DNS suffix configured in the Active Directory DNSHostName attribute of the account. In case the DNS configuration in your network specifies a DNS suffix which is different from the domain name, use the “Alternate suffix” text box to input the name suffix used in your network.

    After locating the machines you would like to add to ControlUp, select them and click Add. The right pane will show all machines currently selected for addition.

    By entering IP addresses or scanning your internal IP range

    AddMachinesIP.png

    You may provide a list of IP addresses in the IP Addresses field. Multiple addresses should be separated by a semicolon (;). A contiguous IP address range may be scanned by using the IP Range option. Provide the start and end addresses for the IP range and click Scan to discover machines in that range.

    By providing a text file that includes a list of machines to be added

    mceclip4.png

    ControlUp supports adding managed machines from a text file that includes a list of machines separated by line breaks, commas, semicolons, or spaces. Use the “File Path” field to select a file, choose the file encoding if needed and click Load.

    Note: When adding machines using a text file or by IP address, expand the Connection Settings optional pane to select the user account for the discovery of the selected machines and to configure connection timeouts:

    The credentials you provide here will be used for the Active Directory query only. To configure the credentials used for the agent deployment, edit your Active Directory connection on the Settings Window.

    When you have selected your target managed machines and clicked Next, all selected computers are contacted and the following tests are performed:

    1. Ping test (unless disabled).
    2. .Net Framework installation test (unless disabled).
    3. Security test – the Windows user account you are using to connect to every managed computer is tested for local administrative rights on that computer.
    4. Existing ControlUp agent installation – if a ControlUp agent is already present on the machine, this agent will be used unless its version is outdated, in which case you may perform a seamless upgrade of the agent.
    5. You may rerun the agent installation process for any selected machine if an issue preventing agent installation has been resolved. You can also rerun the process for all failed machines using the “Rerun Failed” button.

    At the end of this process, ControlUp agents start reporting performance data, and the ControlUp console will be ready to perform a variety of management tasks on your selected machines.

    Deploying ControlUp agents from the hypervisor

    After hypervisor connections have been made (see Connect to the Virtualization Infrastructure), you see all of the VMs that are managed by the hypervisors. If they already have the ControlUp agent installed, they look like all other managed machines. If they do not have the ControlUp agent installed and the status is “Install Agent”, you can easily deploy the agent to them by either clicking on the link in the status Install Agent or right-clicking the machine in the Information Grid. To deploy to multiple VMs at the same time, shift-click or control-click to choose your targets and then right-click on one of those selected machines.

    The same Add Machines window opens as described above, with a few changes specific to adding machines from a hypervisor.

    The Selected Folder field enables you to choose which folder to place the machines once an agent is installed.

    AddComputerHV.png

    The credentials at the top of the window are for the same purpose as described above. If you change the credentials you choose to use, you can click Scan to rescan the chosen VMs with the new credentials. If the credentials are valid and have sufficient permissions for installing the agent, the Description column will say Done and the VMs put into the target list. If there are any problems, the Description column will give as much detail as it can to help solve the problem.

    AddComputerHVDets.png

    The Add Machine process then continues as described above.

    Deploying the agent from the hypervisor works only in the information grid and not from the organizational tree.

    Any VM with a status of “Unmanaged” does not have any IP address information offered by the hypervisor, and therefore this method is not available for those VMs. If you want to deploy the agents to VMs in the unmanaged state, you will have to use a different method, as this method relies on knowing the IP address from the hypervisor.

    In this version, ControlUp does not filter the ability to install the agent by guest OS, since not all hypervisors always tell what the guest OS is.

    Deploying ControlUp agents behind firewalls

    By default, ControlUp uses RPC for agent deployment. In some environments, RPC access to the managed computers may be blocked by firewalls or other security measures. To deploy ControlUp agents to these computers, on the ControlUp website, you can download a Windows Installer package. You can then use your deployment mechanism of choice to install the ControlUp agent on the managed machines. After completing the deployment, you are able to add these machines to ControlUp using the Add Computers window, provided that the agent communication TCP port (40705 by default) is not blocked by your security hardware and software.

    Note: ControlUp agents installed using this method cannot be uninstalled remotely using the ControlUp Real-Time Console. You should uninstall these packages manually or using your software deployment system of choice.

    Note: The following functionality may be limited when accessing ControlUp agents behind firewalls: Remote Event Viewer, File System Controller (Get file properties, Gather and Send Files Here). These features rely on RPC communications and may not work if firewalls or other security measures on your network prevent this type of connection.

    Secure communications between ControlUp Console/Monitor and ControlUp Agent

    To secure the communication between the installed agent and the ControlUp environment, we recommend you do the following.

    1. On any computer running the ControlUp agent, enable a Firewall inbound rule that allows access to port 40705 only to authorized computers.
    2. Add these computers which ideally should use static IP addresses:
      • Computers running the ControlUp Monitor service
      • Computers running the ControlUp Console

    If you don't own a firewall for your network, we recommend using the built-in Windows firewall alongside a Group Policy to apply the firewall rule to all machines running the ControlUp Agent.

    Note: This recommendation reduces the risk of a potential attacker manipulating a ControlUp Agent using malicious code in case that potential attacker has penetrated the organization network. 

    Installing .Net Framework for managed machines

    .Net Framework 3.5 or 4.5 is a prerequisite for computers that you would like to manage using ControlUp. After completing the Add Machines action, the computer/s appears in the organization as “Installation Failed” with an explanation that the required .Net Framework was not found.

    For machines running Windows Vista or later and Windows Server 2008 R2 or later, .Net Framework feature installation can be performed remotely. To do so, select the machines, and from the Actions menu, select Agent Control, and click Deploy .Net Framework. ControlUp agent installation for these machines resumes as soon as the .Net Framework installation is complete.

    The .Net Framework needs to be installed manually or deployed using your software deployment mechanism of choice for machines running Windows XP or Windows Server 2003.

     

     

  • Connect to Your Virtualization Infrastructure

    ControlUp supports monitoring and managing virtualization infrastructure based on VMware vSphere, Citrix XenServer, Nutanix AHV, Microsoft Hyper-V, or a combination of those. This means that besides gathering performance data and system information directly from your managed computers, you can also receive updates and perform actions on your managed computers using the underlying hypervisor servers. ControlUp visualizes the utilization of physical resources (such as the impact of VMs on the CPU, RAM, or storage of the host) and allows for performing actions such as turning VMs on and off.

    To enable these features, you need to supply ControlUp with credentials and connection details for your virtualization infrastructure. This operation is performed by creating a hypervisor connection in the Hypervisors folder, which is automatically created in the root of your organization tree. This is the location where all supported hypervisor connections and related objects can be created and monitored. You can manage and monitor any combination of supported hypervisors that you may have in your environment. To do so, you must create a hypervisor connection for each hypervisor instance (VMware vCenter, Nutanix AHV cluster, XenServer pool or standalone server, Hyper-V cluster, or standalone server) in your environment.

    Note: There is no need to install XenCenter, vSphere client, or any other hypervisor client software in order to make connections to supported hypervisors in ControlUp.

    Creating a hypervisor connection

    To create a hypervisor connection, click the Add Hypervisor button on the Home ribbon of My Organization view, or right-click on the Hypervisors folder and choose Add -> Hypervisor.


    2020-06-08_13-05-08.png 

    vSphere Connection

    If you are adding a vCenter server, enter the appropriate vCenter URL (in the format of https://<vCenter name or IP>/sdk) and create a meaningful name that you would like to see in the ControlUp console. Then, use the Credentials drop-down to select or create a set of Active Directory credentials for connecting to the vCenter.

    Nutanix AHV Connection

    To connect to a Nutanix AHV cluster, enter the cluster's virtual IP address in the format https://<cluster virtual IP>:9440 and provide a connection credential that has at least "Viewer" role permissions. 

    You can read more about adding a Nutanix connector in this article.

    XenServer Connection

    To connect to a XenServer server or pool, choose ‘XenServer’ as the hypervisor type, and then enter the appropriate URL for the server or pool master (in the format of http://<Pool Master name or IP>). The connection name is automatically created from the name of the pool.

    If your XenServer pool uses Active Directory for authentication, use the Credentials drop-down to select a set of Active Directory credentials for connecting to the pool. If the XenServer pool uses built-in Unix accounts (e.g. root), use the credentials drop-down to select or create a “Local Computer” credentials set.

     Hyper-V Connection

    In order to connect your Hyper-V-based virtualization infrastructure to ControlUp, you need to add your Hyper-V hosts as managed computers to your organization tree. Use the Add Computers button on the Home ribbon to select and add your hosts and then proceed with the steps below. For more details on adding managed computers, please refer to the Add Computers page of the user guide.

    Once your Hyper-V hosts are added as managed computers in the organization tree, performance data and system information is collected from those computers as generic Windows machines. In order to enable ControlUp to recognize those computers as virtualization hosts, click the Add Hypervisor button and select Hyper-V in the Type drop-down.

    The Add Hypervisor Connection dialog shows you with a list of Hyper-V clusters and standalone hosts found in your ControlUp configuration. Select the cluster or host you would like to monitor and click OK to add the connection.

    Configuring Credentials for a Hypervisor Connection

    Note:: Hyper-V hosts monitored by ControlUp do not require credentials to be explicitly configured. If your virtualization infrastructure is based on Hyper-V, you may skip the next paragraph.

    If multiple colleagues are using ControlUp in your environment, please ensure each of them uses the same credentials for the hypervisor connection/s you create. Once a hypervisor connection is configured, ControlUp expects to find an identical set of credentials on all machines on which an instance of the Console or Monitor is used. This behavior is intended to ensure that only authorized users have access to hypervisor-related information and management actions. Therefore, it is recommended that you use a dedicated service account to connect ControlUp to your virtualization infrastructure.

     

    Configuring Data Collection Agents

    Note: Hyper-V hypervisor connections in ControlUp do not support dedicated data collectors.  If your virtualization infrastructure is based on Hyper-V, you may skip the next paragraph.

    The Connection Options dialog allows you to change the computer responsible for collecting hypervisor-related data on behalf of ControlUp. By default, any open console or running monitor retrieves data directly from the connected hypervisors.

    You may want to change the computer that collects data for some reason, such as performance issues due to the extra work involved in collecting the hypervisor data, connectivity limitations between the monitor/console and the hypervisor itself, or the desire to implement high availability for the data gathering component. In that case, use the Connections Options dialog to define one or more computers as designated data collector agents. Any active ControlUp agent is eligible to collect data from hypervisors.

    Click ‘Add’ to open the list of active agents, and choose however many agents you would like to use. You can then test the connection of the agent to the hypervisor with the ‘Test Connection’ button. The connection is tested with the configuration information at the top of the Connection window. If there is an error, ControlUp indicates any errors from the test.

     

    Note: when a ControlUp Agent is designated for collecting hypervisor data, it consumes additional CPU and memory resources for connecting to the hypervisor infrastructure and retrieving performance data. Depending on the scale of your virtualization infrastructure, the resource footprint of the cuagent.exe process may grow significantly for those computers, so please keep this in mind when planning your deployment.


    HypervisorConnection.png

    When ControlUp connects to a VMware vSphere connection, it automatically retrieves a list of all data centers, clusters, and hosts that your connection credentials have access to. For more information on how to restrict access to the vCenter objects, please refer to VMware’s documentation. XenServer connections automatically retrieve a list of all XenServer hosts in the pool. Hyper-V connections start monitoring any clustered and standalone hosts that exist in your ControlUp organization tree as managed computers.



     

     

     

     

  • Professional Services Packages

    Our Professional Services team ensures that your organization takes full advantage of the features and capabilities of ControlUp. Our team offers a full suite of customized professional services, tailored to the unique needs of your organization.

    The Professional Services team provides:

    • On-site and remote training.
    • Consultant services including design, special configurations, configuration review, queries, generating reports, developing dashboards, creating special scripts, assisting with ControlUp and third parties integrations.
    • Hands-on analytics services, deployment, upgrades, integrations and more in the your own environment.

    We’ve created these packages to help your organization get up and running, efficiently and productively, in the shortest time possible.

    There are four different onboarding packages available, plus one to get you set up and using automated actions and another that provides custom development, tailored specifically to your needs. 

    ControlUp is here to help SOLVE your IT pain. Our Professional Services Team and our exclusive onboarding packages are just one more way we’ll help get you there.

    Click the package name to download more details about each.

    Onboarding Packages

    • Self-paced - Combines self-paced training with on-demand support to accelerate the deployment and time-to-value (TTV) of ControlUp. Includes access to training videos and live sessions, as well as to our Global Customer Support (GCS) team. 
    • Essentials - Provides fully remote onboarding services with a ControlUp Software Architect to accelerate the deployment and usage of ControlUp. Also includes one month of post-configuration, remote best practices sessions.
    • Accelerated - Combines remote and on-site services with a ControlUp Software Architect to accelerate the deployment and usage of ControlUp. Also includes two months of post-configuration, remote best practices sessions.
    • Enhanced - Combines remote and on-site services with a ControlUp Software Architect to accelerate and enhance the deployment and usage of ControlUp. Also includes three months of post-configuration, remote best practices sessions. 

    Post Deployment Services

    • Custom Development and Implementation - Provides development and implementation of custom solutions designed especially for your monitored environments. These can include automated actions and custom dashboards and reports.

     

     

     

  • Service Level Agreement and Support Definitions

    ControlUp Support aims to provide our customers the best service with our global support centers. These centers are staffed around the clock with highly trained professionals to provide ongoing support, regardless of your geographical location. 

    Severity Level Definitions

    ControlUp Support prioritizes its actions for a submitted service request based on an assessment of the impact of the issue on the customer’s operations.

    Each ticket is prioritized according to these guidelines:

     

    1 - Urgent

    • Production server or other mission critical system is down and no workaround is immediately available. 
    • All or a substantial portion of end user’s mission critical data is at a significant risk of loss or corruption. 
    • End user is experiencing a substantial loss of service. 
    • End user’s business operations have been severely disrupted.

    2 - High

    • Major functionality is severely impaired. 
    • Operations can continue in a restricted fashion, although long-term productivity might be adversely effected or a major end user milestone is at risk. 
    • Ongoing and incremental installations are affected. 
    • A temporary workaround is available.

    3 - Normal

    • Partial, non-critical loss of functionality of the software. 
    • Impaired operations of some components, but allows the end user to continue using the software.
    • Initial installation milestones are at minimal risk.

    4 - Low

    • General usage questions. 
    • Cosmetic issues, including errors in the documentation

     

    Support Plans & Response Time

    Depending on your support plan as defined in your contract with us plus the severity level of the request, we provide our initial response time based on this table:

     

    Support Plan

    Severity Level (as defined above)

    Initial Response Time

    Ultimate / Platinum customers with 1,000 or more ControlUp licenses

    1 - Urgent

    2 Hours,

    24 hours a day,

    7 days a week

    2 - High

    4 Business Hours

    3 - Normal

    4 Business Hours

    4 - Low

    8 Business Hours

    Enterprise customers OR Platinum customers with fewer than 1,000 ControlUp licenses

    1 - Urgent

    4 Business Hours

    2 - High

    4 Business Hours

    3 - Normal 

    8 Business Hours

    4 - Low

    12 Business Hours

    Pro customers

    1 - Urgent

    4 Business Hours

    2 - High

    8 Business Hours

    3 - Normal

    8 Business Hours

    4 - Low

    12 Business Hours

    Business Hours are defined as 06:00 - 00:00 UTC, Monday - Friday.

    Customer Care 

    A Support SLA is performed and monitored according to a specific flow that includes verification and escalation management via CRM software. This insures efficient implementation of the Support SLA timeline.

    ControlUp customers are responsible for reporting issues and determining their priority. Customers can submit issues via the following:

    ControlUp website Support page > Submit a Ticket (preferred method)
    ControlUp application console Under the Help tab
    ControlUp email support@controlup.com

    To enable us to track Urgent priority tickets against our SLA, do the following:

    • When opening a ticket from the website, select Urgent as the priority.
    • When sending an email to support, write Severity1 as the subject of the email. 

    ControlUp’s support team receives the service request (SR) and communicates with ControlUp customers on its status. The handling of the service request is according to ControlUp's internal support procedure.

    SLA_response.png

     

    Support Response

    Our support team responds to all requests via email and occasionally via remote screen-sharing sessions.

  • How to Activate Your ControlUp License

    Congratulations on Joining the ControlUp Family! 

    This article explains how to activate the ControlUp license that you just purchased.
    There are two ways to deploy ControlUp: Online & On-premises - each one is explained. 

    When your purchase is done, you get an activation code via email from your sales representative and it includes your license type, activation code, transaction ID etc.

    The activation code is in the form of a UUID constructed from 36 characters (including the minus signs), for example: 4a7b1234-a981-2b5a-a311-9995581dff28.


    Cloud Deployment

    1. Log into your ControlUp Console. In the upper ribbon pane, select Help > About and select Licensing. The main licensing page opens.
    2. Select I have already purchased ControlUp and click Activate License.
    3. Enter the activation code that you received and click Activate Online.
      2019-01-07_16-40-52.jpg

    Your license is now activated. When going back to the main licensing page, you should see all the details updated.

    Note: If the I have already purchased ControlUp button is grayed out, it means that you're using an On-premises deployment. Follow the instructions in the section below.
    2019-01-08_10-38-40.jpg


    On-premises Deployment

    For On-premises environments, the license is created by the ControlUp Support team.
    Email us at support@controlup.com with the following details:

    • The Activation Code that you got from your sales representative.
    • A ControlUp Server License Request XML file. 
      1. The file can be generated by the On-premises installer.
      2. Fill in all the details as shown here and save the requested file.
        2019-01-07_16-59-10.jpg

    If you requesting for the first time after a trial period, follow these steps:

    1. Log into the ControlUp Server.
    2. Go to Programs and Features > ControlUp Server Installation and click Change.
      License.png
    3. Apply for License > Request a License.
    4. Fill in all the details as in the image above and save the requested file.

    To activate the new license:

    1. Log into the ControlUp Server.
    2. Go to Programs and Features > ControlUp Server Installation and click Change.
    3. Click Apply for License > Browse for an existing license file and selected the requested file you just saved.

    For more information, contact support@controlup.com

  • Create User Account

    The first step you need to take to unleash the full power of ControlUp, is to Download the ControlUp Real Time Console from our website, and then create your User Account.
    For licensing and authentication purposes, you need to create a ControlUp Application User Account.
    If you are not the first user in your organization that uses ControlUp, just signup and login to the ControlUp Organization created by the  Org Admin.

    Steps to Create a User Account

    On the first launch, you'll see the sign-up screen. If you've registered your account previously you can click "Use an existing account" or click "Create a new account" to get started.

    Complete the new user registration form.
    1_001.png

    We will send you a validation email to enable your new ControlUp Account.
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    After you've completed your new user account creation, you can Create a new ControlUp Organization or select an existing Organization to log into.

     

  • Create Folders

    Before adding managed computers to ControlUp, it is recommended that you create a folder tree that reflects the structure of your IT assets. For example, you might want to create a folder for your RDS farm, a folder for file servers, and a folder for workstations. You can also create subfolders for different types of servers, for example, to separate physical machines from VMs. Keep in mind that a neat folder structure will make it easier to configure stress levels and security policies. In addition, the Folders View will allow you to view aggregated measurements for every folder you create, such as the total number of highly stressed workstations in a selected department.

    Note: The settings above are shared within your ControlUp organization. Any configuration changes may affect other ControlUp users in your organization. In case any of your configurations seem altered, please keep in mind that the change could be performed by another ControlUp user on your network.

    While it is best to invest several minutes in planning your folder structure before adding managed computers, it is entirely possible to move computers between folders and re-arrange the folder structure at a later time.

    To create a folder:

    1. Right-click on the root folder you would like to add an additional folder under and select Add from the available options.
    2. From the submenu click the Folder option and a new folder is created. 

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    3. Enter a descriptive name for a better distinction between the folder and its purposes.

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      You can also add subfolders to an existing folder structure.

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  • Add Computer (Machine)

    You made it, this is step three in the process of getting started. You will now need to add the resources you'd like to monitor in order to actually get performance metrics. These include servers, desktops and hypervisors (we’ll get to that in the next step).

    In addition, if you are preparing a master image for later cloning or provisioning, make sure to go over our FAQ article - How to install an agent on a master image.

    For more information please refer to our User Guide article here.

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      For more information please refer to our User Guide article here.


     The following video will walk you through the steps to add computers:

  • Add Hypervisor

    In these steps, you will see how to add Hypervisors in order to get a deeper view of your environment.

    The following details are required:

    • Type - The type of Hypervisor that you're connecting to.
    • URL - Enter the full name (FQDN), hostname or IP address of the vSphere, Broker, or Virtual Host that you want to connect to.
    • Credentials - Use the drop-down to select or add a set of credentials that will be used for data collection from your infrastructure.
      • In version 7.1 we've introduced the Shared Credentials Store used via the Monitor.
      • For more information on configuring ControlUp Monitor for Hypervisor monitoring see below.
    • For more information on optimizing the performance of Hypervisor data collection see below.

    Important Note
    If multiple colleagues are using ControlUp in your environment, please ensure each of them uses the same credentials for the hypervisor connection/s you create. Once a hypervisor connection is configured, ControlUp expects to find an identical set of credentials on all machines on which an instance of the Console or Monitor is used. This behavior is intended to ensure that only authorized users have access to hypervisor-related information and management actions. Therefore, it is recommended that you use a dedicated service account to connect ControlUp to your virtualization infrastructure.

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    Configuring ControlUp Monitor for Hypervisors

    After creating a Hypervisor connection, all ControlUp Monitor instances in your organization will start connecting to the site and retrieving data. In order to avoid conflicts between data collected from different sources, all ControlUp instances in your network are required to use the same credentials for Hypervisor data collection. It is therefore recommended that you create a service account with adequate permissions for your Hypervisor environment and save its credentials with all ControlUp instances on your network.

    In order to ensure that the monitor is able to collect data from the Hypervisor environment, you need to ensure all monitor instances have the credentials you selected when creating the connection.

    To ensure that, please perform the following steps for each installed monitor instance:

    1. Open the Hypervisor connection settings dialog by right-clicking the site connection in the folder tree and clicking Connection Settings.
    2. Note the username configured for Hypervisor data collection.
    3. Double-click a ControlUp monitor instance in the area below the organization tree.
    4. Click the Monitored Resources tab and locate the Name of your Hypervisor environment.
      If its status is Connected, your monitor is communicating with the Hypervisor. Otherwise, proceed to the next step.
    5. Click Settings to open the ControlUp Monitor configuration wizard.
    6. Click Add Credentials Set and provide the username, password and domain for the user account recorded in step 2 above.

    Optimizing Hypervisor Data Collector Performance

    The following step is optional but strongly recommended in order to ensure optimal performance of the Hypervisor connection.

    By default, when you create a Hypervisor connection in ControlUp, all consoles and monitor instances in your organization will start connecting to it automatically in order to collect information. This may create unnecessary performance overhead, especially if multiple instances of ControlUp Console and Monitor are used in your network. It is a best practice to designate one or more computers in your ControlUp organization to act as dedicated collectors for Hypervisor data.

    To configure dedicated data collectors, open the Hypervisor connection settings dialog, expand the Data Collectors panel and click the Add.. button to select a computer in your ControlUp organization to add as a dedicated data collector for Hypervisor. The following guidelines will help you select an optimal data collector:

    • 1GB of available RAM
    • Uninterrupted connectivity to the Hypervisor environment
    • Always on (except for planned maintenance/reboot windows)

     

  • Add XenDesktop Site

    Version 7.1 of ControlUp significantly improves XenDesktop monitoring functionality by adding a data collector component which gathers operational metadata directly from XenDesktop API. This allows ControlUp to display real-time XenDesktop-specific information, such as VDA registration status, brokering performance in the console and send it to ControlUp Insights for historical analysis and reporting.

    By adding a XenDesktop connection to ControlUp, you will benefit from the following features:

    • ControlUp will automatically discover VDAs, delivery groups and brokers associated with your XenDesktop deployment. VDAs and brokers will appear on the Machines view and XenDesktop sessions will appear on the Sessions view. Note that with XenDesktop integration, ControlUp Agent deployment is not required for this discovery process.
      • Note: ControlUp Agent is required in order to monitor the performance of your VDAs and brokers, and in order to display processes running on your VDAs and brokers.
      • Note: Each session discovered by the XenDesktop connection is counted as 1 ControlUp license.
    • The XenDesktop site will appear in the organization tree under “XenDesktop Sites”. The site itself, its delivery groups and the “Brokers” container will be displayed as folders as long as the XenDesktop connection is active. You can use the Focus action on these folders in order to filter the information grid to display VDAs or sessions in a specific delivery group, or to examine the health of your XenDesktop brokers.
      • Note: the child folders of the XenDesktop connection in the organization tree (delivery groups and the Brokers container) are ephemeral objects which are not stored in ControlUp’s configuration. As such, they cannot be used to configure custom stress settings, incident triggers or column presets. In order to save custom settings for delivery groups or brokers, please add the corresponding computers to the organizational tree using the Add Machines button.
    • Resources displayed in ControlUp will be enriched with dozens of XenDesktop-related metrics and operational metadata. For example, the Computers view will show the “XD Computer Availability” column which will show “Available” for any VDAs which should be accessible by users, and the Sessions view will show the “XD Launched via HostName” column which will contain the name of the StoreFront server used to launch each session.
      • Note: for the full list of metrics and metadata retrieved from the XenDesktop infrastructure, please refer to the Machines and Sessions column reference. For your convenience, all XenDesktop column names are prefixed with “XD ”

     

    Adding a XenDesktop connection

    In order to connect ControlUp to your XenDesktop deployment, you will need to create a XenDesktop site connection in ControlUp Console. The connection will define the address/es of the broker/s from which data will be gathered and the credentials used for data collection and management actions. The following are mandatory prerequisites for adding a XenDesktop connection:

    • XenDesktop 7.5 or later
    • XenDesktop PowerShell SDK installed on all computers running ControlUp Console and Monitor, as well as any computers configured as dedicated data collectors

    Note: It is recommended to designate at least one computer on your network as a designated collector for XenDesktop data, especially in environments in which multiple instances of ControlUp are being used concurrently. For more information on configuring dedicated data collectors for XenDesktop, see below.

    To add a XenDesktop site connection, click on the Add XenDesktop button on the Home ribbon or right-click the root folder of your organization tree and select Add > XenDesktop Site. The Add XenDesktop Site Connection dialog box will be presented.
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    The following details are required:

    • Broker name / IP - enter the full name (FQDN), hostname or IP address of a broker in your XenDesktop site
    • Credentials - use the drop-down to select or add a set of credentials that will be used for data collection from your XenDesktop infrastructure.
    • In version 7.1 we've introduced the Shared Credentials Store used via the Monitor.
      • Note: For more information on configuring ControlUp Monitor for XenDesktop monitoring see below

    Once ControlUp establishes a connection with your XenDesktop site, it will automatically populate the Site Name field with the site’s name and the Brokers Failover List tab with the names of all the broker servers assigned to the XenDesktop site.

      • Note: For more information on optimizing the performance of XenDesktop data collection, see below

     

    Configuring ControlUp Monitor for XenDesktop

    After creating a XenDesktop connection, all ControlUp Monitor instances in your organization will start connecting to the site and retrieving data. In order to avoid conflicts between data collected from different sources, all ControlUp instances in your network are required to use the same credentials for XenDesktop data collection. It is therefore recommended that you create a service account with adequate permissions for your XenDesktop site and save its credentials with all ControlUp instances on your network.

    In order to ensure that the monitor is able to collect data from the XenDesktop site, you need to ensure all monitor instances have the credentials you selected when creating the connection.

    To ensure that, please perform the following steps for each installed monitor instance:

    1. Open the XenDesktop connection settings dialog by right-clicking the site connection in the folder tree and clicking Connection Settings.
    2. Note the username configured for XenDesktop data collection.
    3. Double-click a ControlUp monitor instance in the area below the organization tree.
    4. Click the Monitored Resources tab and locate the Name of your XenDesktop site.
      If its status is Connected, your monitor is communicating with the XenDesktop site. Otherwise, proceed to the next step.
    5. Click Settings… to open ControlUp Monitor configuration wizard
    6. Click Add Credentials Set… and provide the username, password and domain for the user account recorded in step 2 above.

     

    Optimizing XenDesktop Data Collector Performance

    The following step is optional, but strongly recommended in order to ensure optimal performance of the XenDesktop connection.

    By default, when you create a XenDesktop connection in ControlUp, all consoles and monitor instances in your organization will start connecting to it automatically in order to collect information. This may create unnecessary performance overhead, especially if multiple instances of ControlUp Console and Monitor are used in your network. It is a best practice to designate one or more computers in your ControlUp organization to act as dedicated collectors for XenDesktop data.

    To configure dedicated data collectors, open the XenDesktop site connection settings dialog, expand the Data collectors panel and click the Add.. button to select a computer in your ControlUp organization to add as a dedicated data collector for XenDesktop. The following guidelines will help you select an optimal data collector:

    • 1GB of available RAM
    • Uninterrupted connectivity to the XenDesktop site
    • Always on (except for planned maintenance / reboot windows)

    We added the option to view new entities in the console - XenDesktop Site, Brokers and Delivery Groups.

    Focusing on each of the new entities shows the relevant new metrics pooled from the XD connection in the regular folder, machines and session views.

    This enabled us to also add a drill-down from unmanaged XD VDAs to their sessions.

    In case one of the brokers or VDA machines have an agent deployed - the console will show all available metrics both from the XD site connection and the agent.
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    We added the ability to calculate the health of each broker in the XenDesktop site.

    The health column calculation is based on a list of services, databases and hypervisors, and in case all services are available and running, all databases can be reached and all hypervisors are available, the broker’s health is 100%. In case one of the parameters is not ok, it affects the broker’s health by a few percents.

    Each of the parameters that the calculation is based on can be excluded from the registry (by default the % hypervisors available is excluded).

    The Site itself shows an aggregated calculation of what % of brokers are 100% healthy.
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  • Add Cloud Infrastructure

    By using ControlUp’s AWS EC2 cloud management all instances are visible in the same place. Their performance metrics and cost metrics are displayed with a great level of granularity, all live and in real time. If resources are strained, they’re shown in flashing red. If any aspect of the cost shoots up, so will the red flags.

    Adding an EC2 instance to ControlUp is as easy as adding a cloud connection from within the console, simply provide your AWS EC2 credentials (which can be read only) and within seconds the ControlUp console will populate with live performance and cost metrics.

    The permissions required to retrieve the data from AWS, are (as defined in the IAM User):

    Note: The following JSon can retrieve data but can't take any action as: Stop, Start an Instance, or Take a Screenshot.

    {
       "Version": "2012-10-17",
       "Statement": [
             {
                      "Effect": "Allow",
                      "Action": "ec2:Describe*",
                      "Resource": "*"
              }
         ]
    }

    For more details about IAM Management, click here.

     

    Here are the steps you need to follow in order to add your Cloud Connection:

    1. Click on Add Cloud Connection

     

     2. Set the Type of the Web Services

    3. Choose your Region (Name is set automatically)

    4. Set the Credentials -

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    5. Provide your Access Key, Secret Key and define a Friendly Name

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    5. Define a Dedicated Data Collector - 

    In order to optimize the Console's and Monitor's performance, mainly in large environments, it is important t to define a dedicated data collector. For more information, click here 

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    Want to see what it looks like? Click here to see a short video.

  • Add NetScaler Appliance

    In order to add a NetScaler Appliance follow these steps:

    Click on Add NetScaler button on the top banner or by right-clicking the NetScaler Appliance Folder and choose NetScaler Appliance. 

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    Fill in the details of your NetScaler Appliance:

    • Choose the protocol - HTTP or HTTPS
    • Provide the NetScaler Appliance management name or IP
    • Choose a name for the NetScaler Connection
    • Provide credentials for the NetScaler Management (Read-Only is a minimum requirement)
      We suggest using "Shared Credentials" for the Connection - to read more click here.

    NoteAD accounts are not supported - only local NS accounts

    2020-05-12_1008.png

    Next, define Dedicated Data Collector, to review full guided procedure, click here 
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    Once you are done, you will be able to see your NetScaler Appliance details in the ControlUp Real Time Grid
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  • Adding a ControlUp Monitor

    A monitor is a Windows service that allows continuous monitoring of the system resources. For sizing recommendations for the ControlUp Monitor, see the ControlUp Monitor Guidelines section. Support for large organizations is implemented by the Monitor Cluster feature, which enables multiple ControlUp Monitors to work together to monitor a single organization

    Large organizations with more than 5,000 monitored resources or multiple sites require multiple monitors, with at least one monitor deployed at each site. You can add as many monitors to your organization as necessary, and they will automatically be configured to work together as a cluster.

    Prior to installation, choose a machine or virtual machine that is correctly sized for your needs and the size of your environment. Make sure this machine can be dedicated to only running the ControlUp Monitor service and make sure that you have RPC Access to the selected machine.

    It is also recommended to create a dedicated service account with local admin permissions on all managed machines.

    To install a monitor:

    1. Click Add Monitor in the Home ribbon to start the ControlUp Monitor Installation Wizard.
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    2. Click OK on the popup message and the Sites and Monitors – Configuration Wizard appears.
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      The first configuration task for the monitor cluster is to add valid domain credentials that are used by the monitor cluster to connect to managed computers, and, optionally, deploy the ControlUp agent.
    3. Click Add Domain and the Add New Domain Identity popup appears.
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      Enter the Domain FQDN and valid domain credentials. It is recommended that the domain account be a member of the local administrator group to deploy agents remotely.
    4. Check the Shared credentials for each credential set. See Configuring Shared Credentials Prerequisites for this option to work.
    5. Optional: If you want to add additional credentials for hypervisor connections or EUC environment connections:
      • Click Add Credentials Set and the Add New Credentials popup appears.
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      • Enter the relevant information and click OK and the credentials are added
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    6. Click Next and the Proxy Settings tab appears.
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    7. Configure any Proxy settings, if required, for the default site, and click Next and the Export Schedule tab appears.
      Note: The proxy settings option can be configured separately for each site.
    8. Configure Export Schedule, if needed. Click Next and the SMTP setting screen appears.
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    9. In the Solve Settings wizard, click Next.
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    10. Configure SMTP settings for Trigger Alerts if needed. Click Next and the Advanced Settings screen appears.
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    11. The Advanced Settings screen displays the default monitor service resource settings. We recommend using the default interval configuration. If you want to change it, see here.
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      Note
      : The Export schedule, SMTP settings, and Advanced settings are global and are not set per site.
    1. Click Finish and the ControlUp Monitor Installation Wizard appears.
    2. Select the machine you would like to install the monitor on.
      If needed, modify the port that the monitor will listen to ensure that the corresponding port is open in your firewall. By default, the port the monitor listens to is 40706 (console <> monitor).
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    3. Click Install and the ControlUp Monitor Installation Wizard appears. The installation may take a few seconds.
      The monitor installation wizard tests various components of the target machine before deploying the service to make sure that it will be able to run.
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    1. Click Finish and then click OK and the added monitors appear in the Monitors tab with a green icon next to it.
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  • Log Into ControlUp Insights

    You made it – ControlUp Insights is now available and ready for your use. Historical reporting is finally at your fingertips, just log into ControlUp Insights, it really is that easy!
    Once in the ControlUp Insights portal, you will have access to a plethora of reports. Check the health of your VDI environment by identifying the source of existing disruptions and getting ahead of emerging ones.

    To log in and use ControlUp Insights, make sure you first Create a User Account in ControlUp Console. To see data in Insights, you must first Install ControlUp monitors.

    Note: We fully support Chrome and not IE or Firefox when working with Insights.

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  • Incident Triggers

     

    This article will highlight ControlUp’s incident trigger and an e-mail alerting feature. By exploring the ins and outs of the feature, along with its major use cases, we will demonstrate how to create a specific incident trigger using a typical use case. Covering the entire process from start to finish, we will also explain how an incident is detected, what happens after it is unearthed, and finally the resulting email alert configuration. With this information, you will be able to configure an advanced incident trigger, including email alerts, with your very own console.

    ControlUp incident triggers let you know about important events in your network, whether you, specifically, indicate the events you want to be observed or ControlUp brings them to your attention. That way, whenever a specific incident is taking place, you can take proper action. Whenever a specific incident is detected, multiple follow-up actions can be carried out (i.e. email alerts, mobile push notifications to Android or IOS applications, and event logs).

    Here we will walk you through defining incident triggers. Don’t skip this step, as it will enable you to get alerts for any abnormal incidents which may happen in your environment. You will want to be notified immediately when things go wrong – so you can stay on top of things even when you are not in the office.

    ControlUp Incident Triggers – Primary Use Cases

    Some common incident trigger use cases include:

    1. Detecting when critical Windows services are no longer available - (i.e. have crashed or stopped) – ControlUp can monitor particular Windows services so the appropriate actions can be taken.
    2. Uncovering host, server, or endpoint performance issues - (i.e. when RDS servers or VDI Endpoints exceed a stress level threshold) – ControlUp can detect when high resource usage causes increased levels of stress to be placed on systems or processes.
    3. Identifying application performance issues – ControlUp observes application stress levels and detects when an application or specific process (i.e. .exe file) is consuming too much memory, I/O, or CPU.
    4. Monitoring specific application usage – Exposing certain metrics for particular applications (i.e. how many times the application has been opened and by who).
    5. Catching specific Windows events – ControlUp triggers can detect when a specific event is created on any Windows-managed computer.

    Creating an Advanced Application Performance Incident Trigger

    Let’s begin our exploration into incident triggers with an application performance use case. One of our customers’ ERP applications started behaving erratically to the extent that when a user would begin performing an action, CPU usage would reach 30%. After a mere 30 seconds, this caused processes to jam up, prohibiting end users from using the application. As a result, the sysadmin wanted to be notified of this peculiar behavior as well as the accompanying information that could be saved for further analysis and troubleshooting.

    ControlUp monitors specific processes and enables the detection of similar cases, including notifying sysadmins when issues occur. ControlUp triggers can be configured with advanced filters to monitor a specific process at hand with a defined threshold metric, such as CPU utilization.

    For this specific use case, we will simulate an ERP.EXE application’s processes, in an effort to show exactly how to create an incident trigger with the valid parameters, as well as a follow-up email alert.

    For more information on the different options, see Trigger Settings.

     

     

  • ControlUp Monitor

    Introducing ControlUp Monitor

    ControlUp Monitor is a component principally equivalent to ControlUp Console but without an interactive user interface. Once installed and started, ControlUp Monitor signs into your ControlUp organization and connects to your managed computers.
    The Monitor starts receiving system information and performance updates from your organization, just like an additional ControlUp Console user. The primary difference between a Monitor and a Console is the fact that the Monitor runs as a Windows Service 24/7 requiring no user interaction,  and allowing for continuous monitoring and auto-remediation of your environment.

    Note: If you upgrading the ControlUp Monitor from 7.x to 8.x please refer to this article - Link

    Table of Contents

    Benefits of ControlUp Monitor

    ControlUp Monitor offers a number of benefits to admins who require continuous monitoring and auto-remediation of their environment (only after a Monitor is installed in the organization):

    1. Monitoring of resources is a continuous process, running 24/7 regardless of the presence of active ControlUp Consoles in the network. Multiple Monitor instances automatically provide mutual cluster, backup, and high availability for monitoring.
    2. Monitors can be configured to alert ControlUp users about incidents that cannot be detected by ControlUp Console. For example, only the Monitor records “Computer Down” incidents, since the detection of this incident requires continuous monitoring.
    3. ControlUp Monitor can be configured to export data tables to disk in CSV format for further analysis. The Export Schedule process runs in the background and ensures continuous logging, which cannot be guaranteed using the interactive Console. 
    4. The Monitor is mandatory for uploading data to ControlUp Hybrid Cloud Insights and for exporting activity files for the Insights On-Premises
    5. The ControlUp Monitor allows you to set a Shared Credential for use with your configured Hypervisor, EUC, and Netscaler connections. 
    6. Automated Actions are executed by the ControlUp Monitor. Automated Actions are Script Actions (SAs or SBAs) that are configured to run automatically as follow-up actions of Incident Triggers. 

    Respectively, the following limitations apply to ControlUp organizations which do not have a Monitor instance installed:

    1. Monitoring of resources and alerting about system issues can only occur if at least one instance of ControlUp Console is active and connected to the entire organization.
    2. “Computer Down” incidents cannot be detected or recorded.
    3. In order to support historical reporting and trending analysis, at least one instance of ControlUp Console has to be connected to the entire organization and configured to export data tables to a disk.

    How Many Monitors Should Be Deployed in an Organization?

    Organizations with less than the max-supported capacity per a single monitor node, (e.g. less than 400K processes organization-wide) of managed computers and other resources to monitor will normally only require one ControlUp Monitor, especially if all of their managed resources are at the same location. In such organizations, a second Monitor can be deployed to serve as a backup for the main Monitor and ensure high availability.
    Larger organizations, or those with multiple data centers in different regions, should deploy additional Monitors – about one monitor node up to the max-supported volume which is 400K processes. With an additional one per site for backup and high availability. For additional information, see Introduction to ControlUp v8.1 .

    Prerequisites for ControlUp Monitor

    ControlUp Monitor can be deployed on any computer running Windows Server 2008 R2 or later. It requires the .NET Framework 4.5 features to be enabled, RPC access to be enabled at the installation phase and Powershell 5.0 (for Windows PS API).
    In addition, in order to enable the Monitor Service to connect to all your managed computers, you will need to assign domain credentials to the Monitor Service as described below in the "Domain Identity" section.

    Note: For any Sizing Recommendations please refer to this KB article: ControlUp Sizing Guidelines

    Installing and Configuring ControlUp Monitor

    By default, no instances of ControlUp Monitor exist in a ControlUp organization. In order to install a new instance of ControlUp Monitor, go to the Home Ribbon and click on Add Monitor.
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    Alternatively, click on the "Monitor Status" label in the ControlUp Monitors area below the organization tree and then click on the "Deploy Monitor" button to install and configure a monitor.
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    Click on “Add Monitor”. ControlUp Monitor Installation Wizard will guide you through the process of installing and configuring the monitor instance. The first stage of the Wizard is a computer object picker. Use this page to select a computer from one of your managed domains that will host the Monitor Service.

    Note that by default, the Monitor Service listens on TCP port 40706, which is also customizable on this screen. After checking for prerequisites, all the files required for the installation of the Monitor Service are copied to the selected computer and a “ControlUp Monitor” Windows service is created. Immediately after installing the service, ControlUp will open the Monitor Configuration Wizard, which will gather all the required information to configure and start the Monitor service. The Wizard will go through the following stages:

    Domain Identity

    In the first stage, the wizard offers to import your currently saved credentials for use by the Monitor service. If you agree, then your current list of AD Connections and Credentials Store are imported. Note that you need to click “Edit” for each entry to confirm that the correct credentials are being used for each AD Connection. If you connect to more than one AD domain, choose one of the connections to be the primary one. If you decline to import your personal credentials, you will be prompted to create at least one set of valid AD credentials for the Monitor instance to use when connecting to your resources.
    The Monitor Service needs valid credentials to establish connections with all of your managed computers. It is also responsible for deploying ControlUp Agents to the managed computers, in case they have no agent installed. By default, the ControlUp Monitor service is configured to start using the Network Service account, which is not sufficient for administrative connections to your managed computers. In addition, if your organization includes several Active Directory domains, the Monitor will need valid administrative credentials to access all these domains.SharedCred.png
    It is recommended that you create a dedicated account for the ControlUp Monitor in each of your Active Directory domains. This account needs to possess:

    1. Local administrative privileges on all your managed computers (this is optional and only required if your Monitor will be expected to deploy Agents to systems)
    2. Modify permissions on the directory used for scheduled data export (see below) 

    Shared Credentials Store – ControlUp allows managing credentials centrally so all authorized users can use shared credentials sets. This enables for more streamlined management of credentials and a quicker onboarding process for new ControlUp users which does not require them to know the service usernames and passwords.
    Please note that the Shared Credentials permission are set by the roles in the Security Policy Panel 

    Note: “Local Admins” and “Organization Members”  Roles are not allowed to use the Shared Credentials Store, you MUST create a new role

    The bottom of the Domain Identity page hosts the credentials saved with the Monitor instance in order to enable it to connect to your virtualization infrastructure. In order to monitor virtualization hosts, ControlUp requires for consoles and monitors to use the same credentials. In order to enable continuous monitoring of the virtualization hosts using the monitor, use this page to save the same service account credentials used by other ControlUp users in your organization to connect to your hosts. Saving those credentials is optional. However, if no credentials are provided for hypervisor connections, the monitor will not be able to connect to the hypervisor infrastructure. For more information on monitoring virtualization hosts with ControlUp, please refer to the Connect to the Virtualization Infrastructure page.

    Login Mode

    At this stage, select the type of ControlUp login for your Monitor instance. If your organization works with online ControlUp login, leave the default online option selected. In this case, ControlUp will automatically create a new ControlUp user account for your monitor instance.
    If your organization uses ControlUp in Offline Mode, your ControlUp Monitor will need an offline license file, just like a regular ControlUp user.

    Proxy Settings

    If applicable, configure the proxy settings needed for the Monitor to connect to the Internet for login. Please keep in mind that if the Monitor is installed in a network subnet that differs from your administrative workstation, the required proxy settings may be different from the ones used on your machine.
    In case of an issue connecting to ControlUp servers or uploading data to S3, please refer to this article - Missing Data In Insights 

    Scheduled Export

    The Scheduled Export feature allows ControlUp to record any activity displayed in the My Organization pane. The output CSV files can later be used to produce reports. If your ControlUp console is already configured to export data on a scheduled basis, the Monitor configuration wizard will offer you to move your export rules from your personal settings to the monitor. If you choose to agree, the monitor service will start exporting the data instead of your ControlUp console, which eliminates the need to keep a ControlUp console open in order to produce data reports. You can configure additional export rules for the Monitor.

    For the scheduled export feature to work, you are required to configure the export path for the CSV files, as well as a credentials set which is sufficient for the monitor to write files to that directory. The export path can be either a local or a UNC path. In case the “Delete files older than…” option is configured, the configured account will also need permission to delete files.

    SMTP Settings

    ControlUp supports the delivery of email alerts using a user-provided SMTP server, which is useful for customers who cannot or prefer not to utilize the built-in cloud alerting service. In order to submit alert messages to a custom SMTP server, the Monitor service needs to be configured with the server name or IP, sender details, and credentials.
    This tab of the Monitor Configuration window allows for customizing those details. If no information is provided on this page, incident triggers using the “Send an email alert using a local SMTP server” follow-up action will fail to generate email alerts.

    Advanced Settings

    ControlUp Monitor can be configured to regulate information updates from the Agents. Configurations on this tab of the Monitor Configuration window may help with optimizing resource consumption by the Monitor Service.
    For more information regarding the regulation of information updates and its impact on the performance of ControlUp, please refer to the Advanced Settings section in the Settings Window documentation.

    Service Port

    After the initial installation and configuration, this tab is available in the Monitor Configuration window. This allows you to configure a TCP listening port number for the ControlUp Monitor Service. The default port is 40706.

    Note: ControlUp Monitor is similar to a ControlUp console, acting like a client that connects to a listening TCP port (40705 by default) on the managed computers. The Monitor listens on port 40706 only to allow ControlUp console instances in your organization to receive status updates and display the status of the monitor in the console. This port is not used for communications with managed computers.

  • Introduction to ControlUp Monitor Clusters in v8

    Introduction to ControlUp v8.1

    Beginning with ControlUp v8.1, large organizations with many thousands of data sources can be monitored effectively through ControlUp. Support for large organizations is implemented by means of the Monitor Cluster feature, which enables multiple ControlUp Monitors to work together in order to monitor a single organization. Whereas a single Monitor can typically handle about 2,500 data sources (e.g. 2500 VDIs with 160 processes per machine or up to 400K processes in total per monitor node), a cluster of Monitors can handle virtually more than 50,000 data sources and much more.

    Note:  A data source is any logical resource in your organization that is monitored by ControlUp: physical and virtual machines, hypervisors, XenDesktops, NetScalers, etc.

    This article was written referencing the Controlup Hybrid Cloud solution. The aspects of the monitors are still valid for the On-Premise solution. In On-Premise, the Cloud is equivalent to the OnPrem/Application server.

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    A large organization with two sites employing multiple ControlUp Monitors to monitor the entire organization.

    Table Of Contents

    What a ControlUp Monitor Does

    A ControlUp Monitor is a Windows service that manages the continuous monitoring of your organization’s data sources. The main tasks performed by a Monitor are:

    • Retrieving data from data collectors: The Monitor connects at frequent intervals to each data collector in the organization to gather detailed up-to-date information about the statuses of each of the data sources from which it gathers information.

    Note:   A data collector is a software that connects to monitored entities and collects data from them. ControlUp Agents are data collectors that run on monitored Windows machines and gather status information from them whenever they are running. For non-Windows data sources, data collectors running on other machines retrieve status information by means of APIs.

    • Aggregating collected data: The Monitor organizes collected data from different sources that relate to the same entities (see Associating Related Data Sources below) so that it can be uploaded into Insights. Similar to the real-time console wherein the console it is displayed properly in the grid, the monitor caches the data locally on the monitor machine. 
    • Processing aggregated data: The Monitor analyzes the aggregated data in order to identify resources under stress and incidents that should trigger notifications or other automated actions. It then activates the relevant triggers and sends the aggregated data and the information it extracted from that data about stress levels and detected incidents to all open ControlUp Consoles.
    • Uploading collected data to Insights: In organizations that use ControlUp Insights to store and analyze historical data, the Monitor uploads the aggregated data and associated information to the Insights database. Before it relays the data to Insights, it reduces it to a manageable size (by decreasing the resolution and calculating average values for each data point).

     Deploying Multiple Monitors in an Organization

    In implementations of ControlUp in which less than the max-supported capacity per a single monitor node, (e.g. less than 400K processes organization-wide), data sources are being monitored, a single ControlUp Monitor is usually able to perform all of the tasks listed above. For larger organizations, multiple Monitors are necessary according to our Sizing Guidelines for ControlUp v8.x.

    Note:: The exact number of data sources that can be monitored by a single ControlUp Monitor varies from organization to organization, depending on the specific configuration of hardware and software.

    When multiple Monitors are added to an organization, they are automatically deployed as a cluster. Each Monitor in the cluster is assigned particular roles it is responsible for filling. Typically, each Monitor is responsible for collecting data from specific data sources and performing a preliminary aggregation of the data it collects. In addition, it may be tasked with completing the aggregation process for all of the data retrieved by all of the Monitors in the cluster, preparing and sending the data to Insights, and/or other functions.
    Only one Monitor cluster can be deployed in a single organization.

    How Monitor Clusters Are Managed

    In a cluster of Monitors, one of the Monitors acts as the Master Monitor. This Monitor is responsible for dividing up all of the organization’s monitoring tasks among the Monitors in the cluster. All of the other Monitors in the cluster are subordinate to the Master.

    The Master Monitor decides on-the-fly which Monitors will perform each monitoring task in the organization. It can change the assignments as necessary based on the load each Monitor is handling at that time.

    The first Monitor you deploy in your organization will be the monitor which will perform a 'check-in' to our cloud backend and then it is automatically being chosen as the Master.
    In general, the role of the master monitor can move between monitors in any site. 

    Linking Monitors to Sites

    Monitors work best when they are at the same location as the data sources they are monitoring because it minimizes latency in the collection of data from those sources.

    In order to enable the linkage of Monitors to the data sources at their location, ControlUp v8.1 and above now support the creation of Sites. Each distinct physical location in your organization – e.g., your New York data center and your London data center – should have its own site.
    The site should be configured to include all the Monitors, and all the data sources they monitor, that are situated in that location. The Master Monitor will only task Monitors in each site with the job of collecting data from the data sources in that site.

    Note:: Only one Monitor cluster can be deployed in a single organization, even if the organization has multiple sites. A site can have multiple Monitors.

    Planning the Organization’s Monitor Configuration

    Ideally, separate Monitors should be set up at each physical site in which a significant number of data sources are located. For example, if your organization has two data centers, in Washington and Paris, and each has about 3,000 data sources, it is best to set up a Monitor in N+1 configuration in each site for HA at each of these locations.
    Each Monitor can handle 2,500 VDIs with 160 processes per machine or up to 400K processes in total per monitor node.
    For information about the system requirements of Monitors, see Sizing Guidelines for ControlUp v8.x

    mceclip0.pngConfiguration of Monitors in a large organization

    Allowing for Backup and High Availability

    When a single Monitor is deployed in an organization, High Availability (HA) is achieved by setting up two Monitors to operate as an active/passive HA pair. If the primary Monitor fails, the secondary Monitor automatically takes over its functioning, ensuring that the monitoring process is not interrupted. 

    Note:: High Availability for a single ControlUp Monitor was already supported in ControlUp v. 7.

    When a cluster of Monitors is deployed in an organization, HA is implemented by setting up one Monitor more at each site than is required there, given the number of monitored data sources. When all of the Monitors at a site are functioning properly, some of their available resources remain idle. If any of the Monitors at a site fails, the Master Monitor divides up that Monitor’s tasks among the other Monitors running at the site.
    In addition, one of the Monitors in each cluster is designated to be the Master’s backup. This is an internal role that the master monitor is dynamically assigning to a different monitor.
    When the Master is running, the backup keeps an up-to-date replica of the Master’s state. If the Master Monitor fails, the backup automatically takes over for it.

    Associating Related Data Sources

    Logical entities in an organization are often related to one another. For example, a monitored hypervisor and all of the Guest OS data of the VMs running on it are all separate logical entities but they are also related to one another. The data presented in the ControlUp Console would be incomplete if it ignored the relationships between logical entities. 

    In order to enable ControlUp to match data from related data sources, the properties of every monitored data source include an association index. Related logical entities, like hypervisors and their VMs, all have the same association index.

    Association indexes enable ControlUp to match data from related data sources even if they are tracked by different Monitors. At each site, one of the Monitors is responsible for coordinating the matching of data from different sources based on their association indexes. This Monitor retrieves all the current activity data for each association index from the other Monitors at the site and merges the information to produce a complete picture of each entity’s status.

    Merging of data by association index is only performed per site, and not for the entire organization. Because of this, it is not recommended to assign related data sources to different sites. If, for example, a hypervisor and its VMs are assigned to different sites, it will not be possible to drill down from the hypervisor to its VMs.

  • Controllers

    In this step we will explain how to use controllers within the console. Controllers enable you to compare file systems, programs and updates, registry and services following an end-user complaint. Resolve issues with simple right click management actions.

    The following is a video and few screenshots to help you manage your environment through the ControlUp Real-time controllers:

     

  • User Delegation

    This is the last and final step in getting started. In this step you learn how to delegate permissions within ControlUp. Allow your colleagues access to specific actions according to your needs, roles and preferences. 

    The following is a video and few screenshots to help you set up your security policy, learn best practices for user delegation and delegate permissions within ControlUp:

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    Additionally, you can lock the Console UI with Group Policy, here is an article how you can achieve that - Locking UI with GPO

    For more information, see User Guide articles Security Policy Pane and Secure Your Organization

  • ControlUp Hybrid Cloud v8.2 Quick Start Guide

    This guide is intended to help users implement ControlUp’s system.

  • ControlUp On-premises v8.2 Topology Guide

    This guide is intended to help users implement ControlUp’s On-premises system version 8.2.

    If you are a user implementing the cloud-hybrid system, see this guide
    If you are unsure, contact your ControlUp representative.

    ControlUp On-premises v8.2 Topology Guide

     

  • ControlUp On-premises v8.1.x Quick Start Guide

    This guide is intended to help users implement ControlUp’s On-premises system.

    If you are a user implementing the cloud-hybrid system, see this guide
    If you are unsure, contact your ControlUp representative.

  • Feel Free to Ask for Help

    ControlUp's Help ribbon includes the following features:

    Check for Updates

    Checks whether an updated build of ControlUp is available for download.

    Report Bug

    Please take a minute to report the issue to our development team should you encounter any unexpected behavior using ControlUp. To do this, use the “Report Bug” option. Feel free to describe the issue in maximal detail and attach any relevant data for us to review. Your report, which you can also send anonymously, will be investigated and processed thoroughly by our engineers.

    Note: In order to make your request easier to process, take a screenshot of the condition you would like to report. Click on the Attachments area of the “Report Bug” window and paste the screenshot directly by pressing Ctrl+V or by right-clicking and selecting “Paste.”

    Feature Request

    Most of ControlUp’s features were developed as a result of requests from experienced systems administrators and other IT professionals. If you feel that ControlUp can benefit from any kind of additional functionality, please feel free to request your desired features and we shall consider including them in our future releases. Make sure to provide a clear and detailed description of your requested feature and attach any relevant data when submitting the report.

    Ask the Support Team

    Should you have any queries regarding ControlUp, this form allows you to submit them along with any relevant information.

    About ControlUp

    Presents a window containing versioning and licensing information.

    Online Documentation

    Links to this online documentation website.

    Invite Colleagues

    Allows for inviting friends and colleagues to ControlUp.