Troubleshooting Common Issues with ControlUp Edge DX on IGEL

IGEL has been a great partner of ours, and installing and running Edge DX on it is an easy way to monitor its performance. But, occasionally, problems do crop up, and in this short blog, I will show you a few things you can check that may help you troubleshoot and verify that you are indeed having an issue with the deployment of Edge DX on your IGEL device. You need to be aware that IGEL has a locked file system for security reasons, which prevents anyone other than IGEL from doing deep troubleshooting of its software.

Check your Edge DX Installation

If you do not see an IGEL device in your Edge DX dashboard after installing the agent on it, you should ensure that the correct values were entered when you installed the agent.

The two values that need to be entered are the tenant name and the Device registration code. These can be located on the Edge DX tenant by selecting Download from the Configuration menu (Figure 1) in the Edge DX dashboard.

Figure 1: Agent Installation Information

On the IGEL device, these values are entered by navigating to SETUP → SYSTEM → FIRMWARE CUSTOMIZATION → CUSTOM PARTITION.

You do not need to download the Edge DX agent; it will be automatically downloaded and installed after clicking Apply in the custom partition dialog box.

Check the Edge DX Log Files

To better understand why you are having issues with Edge DX on your IGEL device, you can look at Edge DX log files. To look at the log files, you must first enable a terminal on the IGEL device.  To do this, select Terminals under the Accessories dropdown menu, click the + (plus symbol), and click Apply (Figure 2).  

Fig2 StartTerminal

Figure 2: Starting Terminal

On the desktop, you will now see a terminal icon labeled Local Terminal; click it. Log on to the terminal window. Enter cd /var/log/avacee to navigate to the log files’ directory and enter cat siplog.log. Figure 3 shows the output on an IGEL device that is running the Edge DX correctly.


Figure 3: Log Files

If the log indicates that the agent is not starting and the device is not registering, you may have entered the registration information incorrectly, or the agent was not able to be downloaded. you can use the information above to double-check your registration information and to verify that the agent can be downloaded enter the following command


If this file cannot be retrieved, you may have networking or firewall issues on the IGEL device.

Check the Edge DX Process

To check to see if theEdge DX  agent is running, enter ps -elf | grep -i sip (Figure 4).


Figure 4: Agent Running

If you do not see a line in the output showing the sip agent running a device, reboot will sometimes cure the problem. 

As stated above, Edge DX has proven to be stable on IGEL. Still, due to its locked-down filesystem, we are limited to what troubleshooting we can perform on it, and any in-depth troubleshooting will need to be done by opening a ticket with IGEL. We have a partnership with them, and they can engage us at the highest engineering level to co-work on issues affecting our users. 

For more information on how Edge DX complements IGEL, visit our Edge DX page or schedule a demo with a ControlUp sales engineer.

About the author

Tom Fenton

Tom Fenton is a Technical Marketing manager here at ControlUp (in addition to an all-around great guy). He’s THE subject matter expert for Edge DX, our physical endpoint monitoring solution, as well as an expert in all things VMware (FACT: he used to work at VMware, teaching their employees about their technology). He creates valuable, educational content for the ControlUp blog, leads deep-dive webinars, and educates our sales teams and other IT professionals with tips and tricks about how to use ControlUp solutions. In his spare time, he writes for and Virtualization Review magazine, and enjoys outdoor sports in the Pacific Northwest. Connect with him on Twitter @vDoppler.