Troubleshooting and Remediation

Resolve issues before they affect the digital employee experience and impact productivity by collecting real-time performance metrics.

• Three-second data collection: With ControlUp’s industry-leading three-second data collection, access critical performance metrics across any desktop in your environment.
• Proactive remediation: With true real-time monitoring, tackle experience issues before they affect employees. Instant visibility and alerting empower you to fix problems even before a support ticket is opened.
• From real-time to historical: To prevent future issues, you sometimes need review problems from the past. ControlUp provides up to one year of historical data, including detailed session activity.

From individual incidents to mass healing, actions and scripts can help enhance troubleshooting and resolve experience issues.

• Built-in actions: ControlUp provides built-in actions to address common experience issues, including the ability to end processes, power control, and log off users.
• Action Library: Containing over 500 scripts, the ControlUp Action Library offers a comprehensive set of tools to troubleshoot and remediate almost any issue across your digital workplace.
• Bring-your-own scripts: ControlUp allows you to bring in your own scripts written in languages like PowerShell, Python, and shell scripts, accommodating even more use cases.

With ControlUp’s ServiceNow ITSM connector, tickets are automatically created, populated, and updated when your physical endpoints experience issues.

• Automated ticket creation: Use ControlUp’s condition-based automation engine to create support tickets in ServiceNow ITSM, including details on performance or device health issues that could impact experience.
• Ticket auto-resolution:When issues are remediated through our platform, the workflow will automatically close the ticket.
• Remediate from ServiceNow UI: Access all relevant device health and performance metrics, remediation actions, and remote assist capabilities directly within the ServiceNow interface using ControlUp’s Enrich browser plug-in.

ControlUp includes built-in tools to remotely shadow or control any desktop, streamlining troubleshooting issues and improving resolution times.

• Remote shadow and control: Remotely shadow or take full keyboard and mouse control of Windows, macOS, Linux or thin client endpoints, as well as any virtual desktop to see, in real time, what an employee is experiencing.
• Built-in troubleshooting tools: Enhance your troubleshooting session with built-in tools such as the ability to send and retrieve files from the remote device or session, one-click access to an elevated shell, and taking screenshots.
• Granular permissions: IT admins have granular control over the ControlUp users that are allowed to remotely shadow and control devices and sessions and can enforce end-user consent before a remote assist session starts.

Mitigate issues related to remote networks with improved visibility into the employee experience, regardless of location.

• Networking performance: Get a comprehensive view of potential issues with deep insights into remote performance metrics, including LAN speed, Wi-Fi signal, network latency, internet connectivity, and ISP information.
• End-to-end networking metrics: Instantly access relevant networking metrics from the client device to the virtual desktop, allowing you to quickly pinpoint issues and identify who in the organization can fix them.
• Location insights: ControlUp provides geographical insights into employee device location and factors negatively impacting experiences, enabling rapid action on widespread issues.