This page does not apply to m25, m35, or r45.

If you wake up one morning to find that your device has lost its connection to AppNeta Performance Manager (APM), follow this flow chart to troubleshoot.

Click if your appliance shows connection lost on the manage appliances page.

The appliance shows connection lost…

1Go to the manage appliances page.

2The appliance’s status will show to the left of the appliance name in the table, or in the right panel if you click the appliance’s row.

Ping the appliance—the appliance ip address is on the manage appliances page. Ping that address from the command line of your PC.

Ping the appliance

1Go to the manage appliances page.

2Click the appliance row: the ip address appears in the panel that appears to the right.

3Ping the address from the command line of your PC.

Click if your appliance responds to the ping
Click if your appliance does not respond

Log in to web admin

Log in to web admin

1 Enter the appliance ip address into your browser address bar.

2 Log in to web admin with the username admin (or root for m22, m30, r40, r400) and the password you selected when first setting up the appliance. Forgot your password?

Is the sequencer operational?

Check the sequencer status

1 Check web admin to discover the status of your software sequencer.

2 In web admin, navigate to the file manager and delete .id; it should be 0 B.

3 Exit the file manager and restart the sequencer.

Is the appliance configured to connect to AppNeta?

Check the appliance configuration

1 Configuration status can be found on the web admin home page.

2 Download nis.config for the organization that has the appliance.

3 From web admin, upload the nis.config to the appliance.

Are you connected via a proxy?

Check the proxy status

1 Server connection status can be found on the web admin home page.

2 Open seq.site_conn. A connectivity status file on the appliance file system might give you clues about why the appliance can’t connect to AppNeta.

3 The examples below show how the seq.site_conn can reflect proxy issues.

Connected w/o proxy
Connection OK
Protocol: TCP
Secured: true
Remote Address: pvc-esp-1.pathviewcloud.com
Remote Port: 80 Connected through proxy: false Connected through relay: false
Connected w/ proxy
Connection OK
Protocol: TCP
Secured: true
Remote Address: pvc-esp-1.pathviewcloud.com
Remote Port: 8080
Connected through proxy: true
Proxy Server: shiva
Proxy Port: 3128
Proxy Authentication: basic
Connected through relay: true
Connection Relay Address: pvc-scr-1.pathviewcloud.com:443
Connection Relay Port: 443
Bad proxy password
Connection FAILED
Protocol: TCP
Secured: true
Remote Address: pvc-esp-1.pathviewcloud.com
Attempted Ports: 80, 8080
Proxy Server: shiva
Proxy Port: 3128
Proxy Authentication: basic
Status: Connected to proxy. Failed proxy authentication...
Bad proxy port or hostname
Connection FAILED
Protocol: TCP
Secured: true
Remote Address: pvc-esp-1.pathviewcloud.com
Attempted Ports: 80, 8080
Proxy Server: shiva
Proxy Port: 3129
Proxy Authentication: none
Status: Failed to connect to proxy.

Can your appliance connect to the internet?

Check the appliance connection status

1 You can determine whether the appliance is able to connect to the Internet by pinging Google DNS at 8.8.8.8 from web admin.

2 If the appliance cannot connect, double-check that the appliance network configuration makes sense. Check the ip address, subnet mask, default gateway, and dns servers.

Are you connecting through a firewall?

Check if the firewall is blocking connections

1 Determine your AppNeta server and navigate to running processes.

2 From the run tab, use netcat to scan ports 80, 8080, and 443 on your AppNeta server. All attempted connections should succeed. If you can’t connect to web admin, you can run the same scan from any other end-station behind the firewall.

3 If there are any ports you can’t reach, adjust your firewall settings. The complete list of required ports and protocols is here.

Is the system time correct to within 5 minutes?

Check the system time

1 You can find appliance system time on the web admin home page.

2 If it’s out by more than five minutes, restart the appliance from the web admin home page.

Open a support ticket

Get your appliance’s current configuration.

Get your appliance’s configuration

1 Get the current appliance configuration as described here.

2 If your appliance was able to output a configuration summary, we know three things: it’s on, the software is running, and the usb is working. If the appliance does not respond to usb as described, continue troubleshooting here.

Is the sequencer operational?

Check the sequencer status

1 You can find the status of the sequencer in profile.html.

2 If the sequencer is not operational, power cycle the appliance either by unplugging it or using the power switch, if it has one.

Is the appliance configured to connect to AppNeta?

Check the appliance configuration

1 Configuration status can be found in profile.html.

2 Add the appliance back to its organization using the add appliances wizard.

Are you connected via a proxy?

Check the proxy status

1 AppNeta server connection status can be found in profile.html.

2 If the appliance cannot connect, check seq.site_conn. A connectivity status file on the appliance file system might give you clues about why the appliance can’t connect to AppNeta. You can see the contents of this file in profile.html.

3 The examples below show how the seq.site_conn can reflect proxy issues.

Connected w/o proxy
Connection OK
Protocol: TCP
Secured: true
Remote Address: pvc-esp-1.pathviewcloud.com
Remote Port: 80
Connected through proxy: false
Connected through relay: false
Connected w/ proxy
Connection OK
Protocol: TCP
Secured: true
Remote Address: pvc-esp-1.pathviewcloud.com
Remote Port: 8080
Connected through proxy: true
Proxy Server: shiva
Proxy Port: 3128
Proxy Authentication: basic
Connected through relay: true
Connection Relay Address: pvc-scr-1.pathviewcloud.com:443
Connection Relay Port: 443
Bad proxy password
Connection FAILED
Protocol: TCP
Secured: true
Remote Address: pvc-esp-1.pathviewcloud.com
Attempted Ports: 80, 8080
Proxy Server: shiva
Proxy Port: 3128
Proxy Authentication: basic
Status: Connected to proxy. Failed proxy authentication...
Bad proxy port or hostname
Connection FAILED
Protocol: TCP
Secured: true
Remote Address: pvc-esp-1.pathviewcloud.com
Attempted Ports: 80, 8080
Proxy Server: shiva
Proxy Port: 3129
Proxy Authentication: none
Status: Failed to connect to proxy.

Can your appliance connect to the internet?

Check the appliance connection status

1 You can determine whether the appliance is able to connect to the Internet by looking in profile.html.

2 If the appliance can’t connect, double-check that the appliance network configuration makes sense. Check the ip address, subnet mask, default gateway, and dns servers.

Are you connecting through a firewall?

Check if the firewall is blocking connections

1 Determine your AppNeta server and navigate to running processes. Then, scan ports 80, 8080, and 443 on your AppNeta server. All attempted connections should succeed. This can be done from any end-station behind the firewall.

2 If there are any ports you can’t reach, adjust your firewall settings. The complete list of required ports and protocols is here.

Is the system time correct to within 5 minutes?

Check the system time

1 If you’re using profile.html and can’t open the file immediately, you can compare system time to the timestamp on the file itself.

2 If it’s out by more than five minutes, power cycle the appliance either by unplugging it or using the power switch, if it has one.

Open a support ticket