A user reports that the Storage tab is not showing reliably in the recently installed newer Desktop Agent for a large VDI pool with around 1000 non-persistent machines. They haven't seen any reports of this issue and suggest opening a support case for further investigation. Another user adds that kernel ETW messages may be used for this feature and advises the user to provide more details on how the data is collected for troubleshooting. The affected machines are single-session and a new image is being rolled out, so the user will check if the issue persists and create a case if needed.
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ControlUp for Desktops Training & Support Archives
ControlUp for Desktops (Edge-DX) training and support-related archives from inside the ControlUp Community on Slack.
How to Manage Device Location Map Access in ControlUp?
A user asked if it was possible to hide/show the device locations map on the 'overview' page using RBAC role, with potential privacy concerns. Another user suggested opening a UserVoice to manage the view with RBAC access, and a PM confirmed that the company plans to enable this capability for all customers soon.
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Read the entire article here...
ControlUp Dashboard Issue and Snowstorm Update
A user mentioned having issues with the ControlUp dashboard for disk space and uptime. The issue has been identified as a conversion bug and a hotfix is planned for release the next morning. The user is asked to send a har file and screenshots to support@controlup.com for further investigation. The conversation moves on to a snowstorm in Wisconsin and it is noted that the bug has been fixed.
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Read the entire article here...
File Deletion and RMM Management: What Happens to the User’s Recycle Bin?
@member asked if deleting a file through the RMM management will send it to the user's recycle bin or permanently delete it. Another user confirmed that it will be permanently deleted.
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Read the entire article here...
Improving Understanding of CPU Queue Events in ControlUp
The group discussed how to better understand the details behind CPU queue events in ControlUp for Desktops. Some suggestions included adding specific event IDs for collection and using the new active processes > threads view to identify threads waiting for CPU availability. Complications to consider include CPU spikes and threads changing state rapidly. Running a WPA CPU trace may provide a better understanding of thread queueing.
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Read the entire article here...
Troubleshooting Offline Windows Servers in ControlUp
Some Windows servers appear as offline, but when a user logs in through the hypervisor's remote console, they show as online again. A screenshot was requested and a possible solution was suggested. It was advised to submit a case to support@controlup.com with logs and screenshots for further analysis. Different ways to change logging levels were shared and it was asked if the server has AV in place. A possible explanation was offered and it was mentioned that logs would provide more insight into the issue. One user stated that they had put in exceptions for the AV, and another needed to wait before reporting. Screenshot and log files were recommended to help find a solution.
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Read the entire article here...
Troubleshooting Screen Recording in ControlUp for macOS with an MDM Deployment
A user posed a question regarding an MDM deployment of ControlUp for macOS and how the screen recording window should behave when remote access is attempted. Other users clarified that the pop-up is expected and not able to be managed by an MDM due to Apple restrictions. Additionally, it was noted that only standard users can approve screen recording via PPPC and other Quotes could be found. The article available is no longer available.
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ControlUp QoS Issues on MacOS – Investigation Underway
Users have reported a problem with ControlUp QoS on MacOS, where the window disappears after a few seconds. ControlUp is currently investigating and users are advised to open a ticket for this issue. The affected MacOS version is believed to be 15.7.3 and the issue may have been resolved in version 26.2.
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Read the entire article here...
Partial Visibility for Windows 365 Cloud PC Via BYOD
A team member needed partial visibility from a BYOD connecting to a Windows 365 Cloud PC. The Cloud PC had Device Agent installed, but not the BYOD. The solution was to install the Remote Client plug-in on the BYOD Windows PC. More information can be found at https://support.controlup.com/docs/windows-365-edge-dx.
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Read the entire article here...
Help Desk Tips and Tricks with ControlUp Products
A user asked for help with scripts to assist their Help Desk staff, mentioning that they use Microsoft Intune in their Microsoft shop. Another user replied with suggestions for scripts that can automate tasks such as clearing cache and repairing Office. Another user shared two stories about using their ControlUp products to improve their support process and provide a better experience for customers. The community is encouraged to share their own tips and experiences.
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Read the entire article here...