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    This page provides general troubleshooting techniques for deployment issues and workarounds for certain scenarios in Application Analytics. 

    General Troubleshooting Issues

    If you encounter problems with your Analytics deployment, first check the logs for errors and warnings.

    These logs are useful for the following:

    • Determining if the Analytics Dynamic Service is enabled or disabled. 
    • Viewing the configurations used on startup.
    • Determining if the Analytics Dynamic Service encounters errors sending messages to the Analytics Agent. For example, when the Analytics Dynamic Service is not able to communicate with the Analytics Agent due to invalid connection configuration.
    • Determining if messages are being dropped by the Analytics Dynamic Service because its internal buffers are full.

    The components write log information as follows:  

    • Analytics Dynamic Service: The Analytics Dynamic Service is built into the Java and .NET App Agents and writes logs to the same file as the App Agent. The logs are in <application_home>/<app_agent_home>/logs
    • The primary log file to use for troubleshooting is the file named agent.<timestamp>.log. Search the file for messages written by the Analytics Dynamic Service. 
    • The Analytics Agent writes log messages to files in the directory <analytics_agent_home>/logs.
    • The Events Service writes log messages to files in the directory <events_service_home>/logs.
    • The analytics-api-store.log file can help you with troubleshooting. 

    Configuration Issues

    Verify that your configuration settings are properly configured with the required account name and key. Slashes in account names and key values must be escaped.

    Starting the Analytics Agent Issues

    If an instance of the Analytics Agent terminates and leaves behind a process ID file (PID file), the next agent startup will fail with the following error:

    java.lang.RuntimeException: Unable to create file [D:\AppDynamics\analytics-agent\analytics-agent.id] to store the process id because it already exists. Please stop any currently running process and delete the process id file

    In agent versions prior to 4.3, you needed to delete the old process id file and restart the agent to work around this issue.

    For versions 4.3 and later, you can use the -f flag option while starting the agent. This option causes a pre-existing process id file to be deleted. The flag is not required when you are starting the agent as a Windows service. 

    Use the -f flag as follows:

    • UNIX type OS: start -f
    • Windows CLI: start -f

    The -f flag option only works for the standalone Analytics Agent. This option does not work for the Analytics Agent embedded in the Machine Agent. In versions 20.6 and later of the Machine Agent, the bundled Analytics Agent no longer drops a PID file.

    For the Analytics Agent running inside the Machine Agent (Embedded Mode), upgrade the Machine Agent to 20.6. You no longer need to delete PID files from previous runs where the agent crashed.

    Transaction Analytics without an Analytics Agent (Agentless Analytics) Issues

    This section describes known issues with agentless Transaction Analytics. To disable Transaction Analytics, see Disable Transaction Analytics without an Analytics Agent.

    Known Issues

    • On Windows, you cannot delete a log file with the del command while the analytics agent is collecting log data from the file.
    • Avoid using robocopy/move commands to move files in Windows. Instead, it is recommended that you use the move command.
    • If you are running the Analytics Agent as an extension to the Machine Agent with JRE 1.8.0_171 or later, starting the Analytics Agent with encrypted credentials will fail. Disable encryption or use JRE 1.8.0_162 to run the Machine Agent.

    Firewall Configuration

    Transaction Analytics without an Analytics Agent requires a connection between the Java Agent and the Events Service. If you have a firewall that blocks requests from the Java Agent to the SaaS or on-premises Events Service, you need to open the firewall. See Connection Ports and Agent-to-Controller Connections.

    High CPU Usage

    AppDynamics recommends using Java Agent Version 20.3+ (or 4.5.19 if necessary).

    Disable Transaction Analytics without an Analytics Agent

    You can disable agentless Transaction Analytics at the Controller or node/tier level. Disabling will revert your deployment to the Analytics Agent mode. 

    Disable on the Controller

    The instructions below apply to on-premises deployments only. If you need to disable agentless Analytics for a SaaS deployment, contact AppDynamics Customer Support.

    To disable agentless Analytics at the Controller level: 

    1. Navigate to http://<localhost:port>/controller/private/ControllerFlagsServlet.
    2. Set appdynamics.analytics.features.agentless.enabled to false.
    3. Restart the Java Agent or refresh the configuration in your Controller. 

    To disable the feature across Controller restarts, pass the property to the domain.xml file, as shown below.

    <jvm-options>-Dappdynamics.analytics.features.agentless.enabled=false</jvm-options>

    Disable Agentless Analytics on Particular Tiers or Nodes

    To disable the feature at the tier or node level, add the agentless-analytics-disabled property and set to true. When set to true, this property reverts the tier/node to Analytics Agent mode. See App Agent Node Properties for information on adding a node property. 

    Re-enable Agentless Analytics

    To re-enable agentless Analytics:

    • Remove the properties referenced above, or
    • Set the value of the agentless-analytics-disabled property to false

    Then, you need to manually disable and re-enable Transaction Analytics for your applications.

    1. In the Controller UI, navigate to Analytics > Configuration
    2. Go to the Transaction Analytics - Configuration tab, and find the desired application. 
    3. Uncheck the app(s). Wait a few minutes for processing. 
    4. Recheck the app(s), then select your business transaction(s). Wait a few minutes for the agents to receive information. 

    Analytics Data Issues

    Clock Management

    AppDynamics recommends maintaining clock-time consistency throughout your monitored environment. If analytics metrics are consistently reporting zero, confirm that clocks are synchronized across the application, Controller, and Events Service nodes. 

    Timestamps

    There are potentially four time zones involved when dealing with log analytics.

    1. The timestamp and time zone from the log file.
    2. The event timestamp and pickup timestamp time zones can be different from those in the log for a number of reasons:
      1.  When the time zone is overridden.
      2. The time zone is not provided correctly in the log.
      3. The timestamp and time zone parsing goes awry.
      4. When no time zone is specified in the log timestamp, then local time is assumed.
    3. The Events Service time zone and the Events Service stores all timestamps in UTC time.
    4. The browser used to view the analytics data in the Controller UI (such as event timestamp column displayed in the UI search results or the time picker widget) converts all timestamps to the browser's local time.

    Log Analytics Missing Field Extractions Issues

    If you are missing fields in your Log Analytics data that you expect to see based on your source rule configuration or using regex (including grok patterns) in your field extraction, you may encounter a performance safeguard.

    If a regex pattern takes more than five seconds to match against a log line, the attempt to extract the fields is terminated. No further processing that requires the extracted fields will occur. As a result, some fields may be missing when viewed on the controller for that log line. In this case, the following error message appears in the analytics agent log: 

    [ERROR ] java.util.concurrent.TimeoutException: The current regex has spent 5 seconds attempting to match the log line, further processing has been stopped for this log line.

    Another reason for missing fields is if the log line doesn't contain the field to be extracted as defined in the pattern. 

    Custom Analytics Metrics Issues

    If you are having issues with metrics created from saved searches or with the alerts performance for those metrics, try increasing the query batch size. You can increase the size using the analytics.scheduledqueries.batch.size Controller setting in Controller Settings > Controller Configurations. The default value for this setting is 5. 

    Controller Configurations

    See Access the Administration Console for information about accessing the setting.  

    Business Transaction Events Limits

    The Analytics Dynamic Service sends messages to the Events Service where the request body is an array of event segments. A business transaction event consists of one or more segments that are related to each other by the business transaction requestGUID. There are ingestion limits related to messages.

    • Event (segment) size: The maximum size of an individual business transaction segment collected by the Analytics Dynamic Service is .1 MB. This limit is defined by the appdynamics.analytics.message.maxSizeBytes Java system property. To change this value, pass it on the command line as a system property when the Java Agent starts. For example:

      '-Dappdynamics.analytics.message.maxSizeBytes=1024000'
    • Events per request: The maximum number of segments per request is defined by the appdynamics.analytics.agent.send.batch.items.max Java system property. The default value of this property is 16. To change this value, pass it on the command line as a system property when the Java Agent is started.  

    • Message Size: This limit refers to the size of a single request body sent to the Events Service, which is usually an array of event segments. Publish requests for all event types are limited to 1 MB. If the limit is exceeded, you will see exceptions in agent log file and messages in Events Service logs. 

    Firewall Considerations

    For SaaS-based installations, you configure the Analytics endpoint by modifying the http.event.endpoint setting in the \conf\analytics-agent.properties file (as described in Installing Agent-Side Components). For example, http.event.endpoint=http://analytics.api.appdynamics.com:443.

    If your firewall rules require you to use specific IP addresses, rather than hostnames, note the following information. If you are unable to see transaction analytics data collected as expected (even after configuring your firewall rules) and you see repetitive Connection Reset messages in the logs similar to the following, your firewall rules may not include the correct IP addresses.

    [2015-12-18T16:08:39,907-06:00] [INFO ] [AD Thread Pool-Global0] [o.a.http.impl.execchain.RetryExec] I/O exception (java.net.SocketException) caught when processing request to {s}->https://analytics.api.appdynamics.com:443: Connection reset

    Your firewall rules may not include the correct IP addresses.

    In SaaS environments, both analytics.api.appdynamics.com, fra-ana-api.saas.appdynamics.com and syd-ana-api.saas.appdynamics.com are round-robin DNS aliases and may resolve to multiple DNS (54. vs 52.) in the following examples.

    Name: analytics.api.appdynamics.com
    Address: 54.213.173.141
    Name: analytics.api.appdynamics.com
    Address: 52.88.111.157
    Name: fra-p-con-2.saas.appdynamics.com
    Address: 52.28.42.67
    Name: fra-p-con-2.saas.appdynamics.com
    Address: 52.57.96.225
    Name: syd-p-con-1.saas.appdynamics.com
    Address: 54.153.248.179
    Name: syd-p-con-1.saas.appdynamics.com
    Address: 54.153.246.219

    Amazon Web Services (AWS) controls the IPs used, so they may change from time to time. AWS publishes its current IP address ranges in JSON format, so if you are unable to open firewalls to hostnames, you can download the AWS IP address ranges. If you want to be notified whenever there is a change to the AWS IP address ranges, you can subscribe to receive notifications using Amazon SNS. 

    See Analytics IP Ranges for the AWS regions for the SaaS Analytics environments. You can view the AWS IP Ranges for each listed region.