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 50x50_trans.png.

Troubleshooting is slightly different for physical monitoring points, virtual monitoring points and software sequencers.

Physical 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 powered on (the power LED will indicate this). Check that power button has been turned on.
  Check that power cable/adapter is plugged in to device and to a surge protected power source.
  Check that the power source is providing power.
The monitoring point must be connected to the network (by default, use the Primary network connection port) Check that LEDs on the monitoring point port are on or blinking.
  Check that the cable is plugged into the correct monitoring point 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. 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”
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, read the monitoring point configuration then 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.

Software sequencers

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

Requirements Things to check
The software sequencer must be installed and running. Check that the software sequencer is properly installed and running.
- Windows
- OS X
- Linux
The software sequencer must be connected to the network (by default, use the Primary network connection port) Check that LEDs on the port used by the software sequencer 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 software sequencer must be configured to connect through it. Check the proxy configuration on the software sequencer (via Web Admin).
  Verify that the proxy is reachable from the network the software sequencer 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 software sequencer to connect to APM. Check the firewall configuration.

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

Verify installation on Windows

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

  1. Verify that the sequencer is running. If “AppNeta Sequencer Service” does not exist, try “Apparent Networks Sequencer Service”.

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

    C:\>dir nis.config /s
     Volume in drive C is OS
     Volume Serial Number is 76EB-A0EC
    
     Directory of C:\Program Files (x86)\AppNeta\Sequencer\config
    
    01/15/2018  02:31 PM               268 nis.config
                   1 File(s)            268 bytes
    
  3. Confirm that an exception is added to the Windows firewall for the sequencer.
  4. Check for errors in the “Sequencer.log” file.

    C:\>FindStr "ERR" "C:\Program Files (x86)\AppNeta\Sequencer\log\Sequencer.log"
    ERR (6400|5880|Thu Feb 21 2018 15:43:39.741000 Could not connect to NIS at pvc.pathviewcloud.com.
    

Verify installation on OS X

To check that the software sequencer is installed and running on an OS X machine:

  1. Verify that the sequencer is running.

    hostname:~ username$ ps -ef | grep netseq-mac
        0 34326     1   0 31Jan18 ??        84:23.07 ./netseq-mac --upgrade-validate --upgrade-timeout 60
    798102476 97641 81200   0 12:13pm ttys002    0:00.00 grep netseq-mac
    
  2. Verify that the “nis.config” file exists.

    hostname:~ username$ pwd
    /Users/username
    hostname:~ username$ find /Library/PreferencePanes -name 'nis.config'
    /Library/PreferencePanes/AppNetaSequencer.prefPane/Contents/Resources/config/nis.config
    
  3. Check for errors in the “Sequencer.log” file.

    hostname:~ username$ cat /Library/PreferencePanes/AppNetaSequencer.prefPane/Contents/Resources/log/Sequencer.log | grep ERR
    ERR (34326|4551471104|2018-02-19 18:15:09.979341 Could not connect to NIS at pvc-st2.pathviewcloud.com.
    

Verify installation on Linux

To check that the software sequencer is installed and running on a Linux machine:

  1. Verify that the sequencer is running.

    [root@hostname ~]# ps -ef | grep netseq-linux
    root     25660     1  0 Jan29 ?        00:03:25 ./netseq-linux -b
    root     32522 32465  0 10:55 pts/1    00:00:00 grep netseq-linux
    
  2. Verify that the “nis.config” file exists.

    [root@hostname opt]# pwd
    /opt
    [root@hostname opt]# find . -name 'nis.config'
    ./pathview/config/nis.config
    
  3. Check for errors in the “Sequencer.log” file.

    [root@hostname opt]# cat pathview/log/Sequencer.log | grep ERR
    ERR (15103|3080215440|2018-01-28 14:01:23.669926 Could not connect to NIS at pca05.