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This page provides troubleshooting instructions for some commonly experienced issues.

Authentication Errors

If you get authorization errors and do not see your private location in the Synthetic Job Editor, try the following:

  • Check the log files for errors: C:\appdynamics\synthetic-agent\log
  • Confirm that your account and location information is correct in the configuration file: C:\appdynamics\synthetic-agent\synthetic-driver\conf\synthetic-driver.yml

Update Account and Location Information

If you had to correct your account and location information, stop and restart the Synthetic Private Agent:

  1. Stop the Synthetic Private Agent by double-clicking the desktop shortcut Stop Agent.

  2. Restart the Synthetic Private Agent double-clicking the desktop shortcut Start Agent.

Administration Privilege Issues

If you have difficulty running the installer as a domain user with administrator privileges, create a local user account with administrative privileges and try again.

Anti-Virus Software Issues

See Using Anti-Virus Software for instructions on how to avoid anti-virus software scanning the Synthetic Private Agent files.

Add Untrusted CA Root Certificates to Firefox

When the synthetic script runs a job in Firefox, it creates a temporary profile that will not have the CA root certificates that you added to the Firefox settings.

Thus, when the script navigates to a website that uses an untrusted server certificate, such as a self-signed certificate, the script will get stuck at the warning page below and not be able to access the page. In addition, the synthetic job will fail with the error Failure: Invalid SSL/TLS certificate.

To add a CA root certificate to Firefox, you need to do the following:

  1. Convert the CA root file (e.g., ca.crt) into a PEM file, such as ca.pem.
  2. Add the following code snippet to the end of the Mozilla configuration file C:\appdynamics\browsers\firefox\49\mozilla.cfg:

    var Cc = Components.classes;
    var Ci = Components.interfaces;
    var certdb = Cc["@mozilla.org/security/x509certdb;1"].getService(Ci.nsIX509CertDB);
    var certdb2 = certdb;
    try {
    certdb2 = Cc["@mozilla.org/security/x509certdb;1"].getService(Ci.nsIX509CertDB2);
    } catch (e) {}
    var cert = "";
    certdb.addCertFromBase64(cert, "C,C,C", "");
  3. From the PEM file you created in step 1, copy the certificate string as one line (no newlines or carriage returns) and assign that string to the variable cert in the code snippet you just added to mozilla.cfg, so that the snippet now looks similar to the code below:

    var Cc = Components.classes;
    var Ci = Components.interfaces;
    var certdb = Cc["@mozilla.org/security/x509certdb;1"].getService(Ci.nsIX509CertDB);
    var certdb2 = certdb;
    try {
    certdb2 = Cc["@mozilla.org/security/x509certdb;1"].getService(Ci.nsIX509CertDB2);
    } catch (e) {}
    var cert = "MIIFbjCCA1YCCQCqwrfhw0a4YzANBgkqhkiG9w0BAQsFADB5MQswCQYDVQQGEwJV...";
    certdb.addCertFromBase64(cert, "C,C,C", "");
  4. Disable and enable your synthetic job. The synthetic job should now be able to access the page.

Add Untrusted CA Root Certificates to Firefox

When the synthetic script runs a job in Firefox, it creates a temporary profile that will not have the CA root certificates that you added to the Firefox settings.

Thus, when the script navigates to a website that uses an untrusted server certificate, such as a self-signed certificate, the script will get stuck at the warning page below and not be able to access the page. In addition, the synthetic job will fail with the error Failure: Invalid SSL/TLS certificate.

To add a CA root certificate to Firefox, you need to do the following:

  1. Convert the CA root file (e.g., ca.crt) into a PEM file, such as ca.pem.
  2. Add the following code snippet to the end of the Mozilla configuration file C:\appdynamics\browsers\firefox\49\mozilla.cfg:

    var Cc = Components.classes;
    var Ci = Components.interfaces;
    var certdb = Cc["@mozilla.org/security/x509certdb;1"].getService(Ci.nsIX509CertDB);
    var certdb2 = certdb;
    try {
    certdb2 = Cc["@mozilla.org/security/x509certdb;1"].getService(Ci.nsIX509CertDB2);
    } catch (e) {}
    var cert = "";
    certdb.addCertFromBase64(cert, "C,C,C", "");
  3. From the PEM file you created in step 1, copy the certificate string as one line (no newlines or carriage returns) and assign that string to the variable cert in the code snippet you just added to mozilla.cfg, so that the snippet now looks similar to the code below:

    var Cc = Components.classes;
    var Ci = Components.interfaces;
    var certdb = Cc["@mozilla.org/security/x509certdb;1"].getService(Ci.nsIX509CertDB);
    var certdb2 = certdb;
    try {
    certdb2 = Cc["@mozilla.org/security/x509certdb;1"].getService(Ci.nsIX509CertDB2);
    } catch (e) {}
    var cert = "MIIFbjCCA1YCCQCqwrfhw0a4YzANBgkqhkiG9w0BAQsFADB5MQswCQYDVQQGEwJV...";
    certdb.addCertFromBase64(cert, "C,C,C", "");
  4. Disable and enable your synthetic job. The synthetic job should now be able to access the page.

Add Users to Group Policy

If you encounter the following error message:

 

Users do not have allow logon permissions. Please add 'Users' to 'Allow log on locally' group policy. This is required because agent_user is a non administrator and is used to execute measurements.
  1. Open a PowerShell console.
  2.  From the console, open the Local Group Policy Editor

    > gedit.msc
  3. Navigate to Computer Configuration -> Windows Settings -> Security Settings -> Local Policies -> User Rights Assignment.
  4. Double-click the policy Allow log on locally.
  5. Click Add User or Group.
  6. From the Select Users or Groups dialog, enter Users as the object name.
  7. Click Object Types to open the Object Types dialog.
  8. Check the Groups check box.
  9. Click OK to close the Object Types dialog.
  10. Click OK to close the Select Users or Groups dialog.
  11. From the Allow log on locally Properties dialog, click Apply to save your changes.
  12. Click OK to close the Allow log on locally Properties dialog.
  13. Close the Local Group Policy Editor.

Synthetic Job Times Out for Internet Explorer 11

If you notice synthetic jobs running in Internet Explorer (IE) 11 in private agent locations are timing out, you may need to change the Protected Mode settings of IE 11 on the machine hosting your Synthetic Private Agent. 

To diagnose and fix the potential issue with the Protected Mode settings:

  1. From the Synthetic Jobs page, edit the job that is timing out to determine the private agent location.
  2. Log on to the machine hosting the Synthetic Private Agent running in that private agent location.
  3. Open the log file C:\appdynamics\synthetic-agent\log\connector.log.
  4. If you see error messages similar to the one below, this verifies that you will have to update the Protected Mode settings for each of the four zones in IE 11.

    CRITICAL 2018-06-25 15:13:26,019  ad.script.webdriver  measurementID=e325b030-c017-4155-bfd7-19729b9ca3f1~8a0a5b3b-98a1-45e8-8746-9bxxxxx
          Failed to create WD Driver: unable to start remote browser: Message: Unable to create new remote session. desired capabilities = Capabilities [\{ensureCleanSession=true, appdynamicsCapability=\{flushSessions=true, outputDir=C:\appdynamics\synthetic-agent\measurements\1e0b7a1b-bffc-471d-8815-1e40fxxxxx\results, commandWebhook=http://localhost:8888/v1/webdriver/action, testId=e325b030-c017-4155-bfd7-19729b9ca3f1~8a0a5b3b-98a1-45e8-8746-9bf5xxxx}, acceptSslCerts=true, name=e325b030-c017-4155-bfd7-19729b9ca3f1~8a0a5b3b-98a1-45e8-8746-9bxxxxxx, browserName=internet explorer, initialBrowserUrl=about:blank, javascriptEnabled=true, version=, platform=WINDOWS}], required capabilities = Capabilities [\{}]
  5. Launch IE 11.

  6. From IE 11, navigate to > Internet options.
  7. Select the Security tab and then make sure that each zone (Internet, Local intranet, Trusted Sites, and Restricted Sites) has the same setting for the  Enabled Protected Mode check box shown below. For example, you can either check the box and enable protected mode for each zone or uncheck the protected mode to disable protected mode for each zone.
  8. Restart IE 11.
  9. From your Controller, verify that the problematic synthetic job is no longer timing out for IE 11. You can trigger the job to run by editing and saving changes for the job.
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