The following sections provide troubleshooting information for the EUM Server installation. 

End User Data Does Not Appear in the Controller

If end user data does not appear in the Controller, follow these steps to troubleshoot the installation:  

  1. Check the Controller logs for errors in attempting to connect to the EUM Server. Also, see if the Controller UI allows you to enable EUM. If so, it's likely that the connection between the Controller and EUM Server is working.
  2. Check the logs of the EUM Server, especially <EUM_home>/logs/eum-processor.log. In the log, verify that the server started successfully and is receiving beacons from agents.
  3. Make sure that the EUM JavaScript Agent is actually injected into the monitored page and that the agent can load the remote JavaScript. 
  4. Use browser debugging tools to check for JavaScript errors in the monitored page.

License Not Installed

If the installer indicates that it was not able to install the license, or after installation, if the EUM Server fails to start with a license exception, try installing the license manually. 

With the Controller running and accessible to the EUM Server machine, install the license manually. Before starting, make sure the license.lic file is at an accessible location on the EUM Server machine. Then install the license as follows:

  1. Verify that the JAVA_HOME/bin is in the system PATH variable and points to a Java 1.7 instance.
  2. In Windows, open an elevated command prompt (run as administrator). 
  3. From the command line, navigate to the eum-processor directory under your AppDynamics home. 

  4. From the eum-processor directory, run the following script:
    • On Linux: 
      ./bin/provision-license <path_to_license_file>
    • On Windows:
      bin\provision-license.bat <path_to_license_file>

EUM License Has Not Been Provisioned for an Account

Follow the instructions below to provision new EUM licenses for accounts on a multi-tenant Controller UI.

  1. Navigate to the Administration page of your on-premises Controller: http(s)://<hostname>:<port>/controller/admin.jsp
  2. Click Accounts.
  3. Select the account name that you want to provision EUM for and click Edit.
  4. Scroll down to the End User Monitoring (EUM) panel.
  5. From the Browser Real User Monitoring section:
    1. Copy the EUM license key from your license file into the EUM License Key field.
    2. Select a license type (EUM Lite or EUM Pro) from the License Type dropdown.
    3. Enter your allotted Browser RUM units into the Browser RUM Units Licensed field.
    4. Set overages from the Allow Overages dropdown.
  6. Complete the steps above for the Mobile Real User Monitoring section.
  7. Click Save.

Exception When Updating Application Store

You may need to tune the database thread pool. The EUM Server ships with a blank c3p0 xml configuration file to help manage this.  For information on using c3p0, see the docs here. You should make your changes to <eum_server_home>/bin/c3p0.xml.

"Too Many Open Files" Exception

Exception messages such as the following indicate insufficient open file descriptor limits on the EUM Server machine: Too many open files

 See EUM Server Deployment for operating system requirements, including recommended settings for nofile and nproc limits for the EUM Server operating system. 

Controller Cannot Reach the Events Service

In the Administration Console, make sure that the Controller setting named is set to the correct connection settings for the Events Service instance, and that the Events Service is properly installed and running at that location. If the Events Service is a cluster with a load balancer in front of it, this should be the VIP of the Events Service as exposed at the load balancer. 

For more information, see Connect to the Events Service.