Use this page to help determine why your AppNeta Monitoring Point is not connecting to AppNeta Performance Manager (APM). The Monitoring Point is properly connected to APM when the status icon in > Manage Monitoring Points shows Green circle with white check mark.

Troubleshooting is slightly different for physical Monitoring Points, container-based Monitoring Points, virtual Monitoring Points and native Monitoring Points.

Physical Monitoring Points

The following table lists possible symptoms of the Monitoring Point being unable to connect to APM and the things to check in those cases.

Symptoms Things to check
The power LED is off. Check that the power button has been turned on.
  Check that the power cable/adapter is plugged in to the device and to a surge protected power source.
  Check that the power source is providing power.
The Primary network connection port LED is not blinking. Check that the Monitoring Point is connected to the network via the Primary network connection port)
  Check that the cable is also connected to an L2 switch on the network.
The Monitoring Point disconnected from Public-Cloud the week of Feb 8, 2021 See Offline Legacy Monitoring Points
The Monitoring Point status shows as Connection Lost () Check the Monitoring Point configuration (via USB) and verify that the following are as expected:
- Time On System - time and timezone must be correct.
- Address Assignment - should be “Dynamic” (for DHCP) or “Static”
- IP address
- Subnet Mask
- Default gateway
- DNS servers
- Sequencer Status - should be “Operational”
- Internet Connection - should be “Available”
- Server Connection Status - should be “Connection OK”
  Check the firewall configuration.
  If a proxy is being used, check the proxy configuration on the Monitoring Point (via Web Admin).
  If a proxy is being used, verify that the proxy is reachable from the network the Monitoring Point is on.
  If a proxy is being used, verify that the APM servers have been allowed in any access controls which may exist on the proxy.

If you are still unable to resolve the issue, read the Monitoring Point configuration then contact AppNeta Support.

Container-based Monitoring Points

The procedure to use for troubleshooting CMP deployments depends on how the Monitoring Point was deployed. Deployment options include AKS and Docker Compose.

Troubleshoot AKS deployments

The following table shows the requirements for the CMP deployed using AKS to connect to APM and things to check if it is not connecting.

Requirements Things to check
The Monitoring Point must be running. Check that the containers are running.
Your firewall must be configured to allow the Monitoring Point to connect to APM. Check the firewall configuration.

If you are still unable to resolve the issue, contact AppNeta Support.

Troubleshoot Docker Compose deployments

The following table shows the requirements for the CMP deployed using Docker Compose to connect to APM and things to check if it is not connecting.

Requirements Things to check
The Monitoring Point must be running. Check that the containers are running.
   
If a proxy is being used, the Monitoring Point must be configured to connect through it. Check the proxy configuration of the deployment host.
  Verify that the proxy is reachable from the network the Monitoring Point is on.
  Verify that the APM servers have been allowed in any access controls which may exist on the proxy.
Your firewall must be configured to allow the Monitoring Point to connect to APM. Check the firewall configuration.

If you are still unable to resolve the issue, contact AppNeta Support.

Virtual Monitoring Points

The following table shows the requirements for the Monitoring Point to connect to APM and things to check if it is not connecting.

Requirements Things to check
The Monitoring Point must be running. Check that the virtual machine is running.
The Monitoring Point must be connected to the network (by default, use the Primary network connection port) Check that LEDs on the port used by the Monitoring Point are on or blinking.
  Check that the cable is plugged into the correct port.
  Check that the cable is connected to an L2 switch on the network.
The Monitoring Point must be configured to access APM and its system time must be correct. Log in to Web Admin and verify that the following are as expected:
- General > Monitoring Point Connected - should be “Yes”.
- System Status > System Time - time and timezone must be correct.
- System Status > NTP Synchronized - should be “Yes”.
- Network State > eth0 - Status should be “Up” and IP Address and prefix should be as expected.
If a proxy is being used, the Monitoring Point must be configured to connect through it. Check the proxy configuration on the Monitoring Point (via Web Admin).
  Verify that the proxy is reachable from the network the Monitoring Point is on.
  Verify that the APM servers have been allowed in any access controls which may exist on the proxy.
Your firewall must be configured to allow the Monitoring Point to connect to APM. Check the firewall configuration.

If you are still unable to resolve the issue, contact AppNeta Support.

Native Monitoring Points

The following table shows the requirements for the NMP to connect to APM and things to check if it is not connecting.

Requirements Things to check
NMP 12.8.0 or later. See Offline Legacy Monitoring Points for issues with older Monitoring Points.
Your firewall must be configured to allow the NMP to connect to APM. Check the firewall configuration.
- Windows
- macOS
The NMP must be installed and running. Check that the NMP is properly installed and running.
- Windows
- macOS
The NMP must be connected to the network (by default, use the Primary network connection port) Check that LEDs on the port used by the NMP are on or blinking.
  Check that the cable is plugged into the correct port.
  Check that the cable is connected to an L2 switch on the network.
The system time must be correct. Check the system time and timezone.
If a proxy is being used, the NMP must be configured to connect through it. Check the proxy configuration on the NMP.
  Verify that the proxy is reachable from the network the NMP is on.
  Verify that the APM servers have been allowed in any access controls which may exist on the proxy.

If you are still unable to resolve the issue, contact AppNeta Support.

Verify installation on Windows

To check that the NMP is installed and running on a Windows machine:

  1. Verify that the NMP is running.

    C:\>sc query "AppNeta Native Monitoring Point" | FindStr STATE
            STATE              : 4  RUNNING
    
  2. Verify that the “nis.config” file exists.

    C:\>dir "C:\Program Files\AppNeta\NativeMonitoringPoint\config\nis.config"
     Volume in drive C has no label.
     Volume Serial Number is A215-BFE5
    
     Directory of C:\Program Files\AppNeta\NativeMonitoringPoint\config
    
    08/06/2020  09:31 AM               272 nis.config
                   1 File(s)            272 bytes
                   0 Dir(s)  53,975,257,088 bytes free
    
  3. Confirm that an exception is added to the Windows firewall for the NMP.
  4. Check for errors in the “Sequencer.log” file.

    C:\>FindStr "ERR" "C:\Program Files\AppNeta\NativeMonitoringPoint\log\Sequencer.log"
    ERR (6400|5880|2020-08-11 15:43:39.741000 Could not connect to NIS at pvc.pathviewcloud.com.
    

Verify installation on macOS

Once the NMP is installed on your Mac, the macOS NMP menu bar app will appear on your menu bar at the top of your desktop.

Click the menu bar app and confirm that the Monitoring Point service is running.
Screenshot of the macOS NMP menu bar app opened with Monitoring Point is Running highlighted.