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Question A number of business transactions are showing up, but they have 0 calls (using data for last one year). Why they would at all show up. If a business transaction was discovered by an agent, that means there was a call for that business transa...
Question What if you see a case using EUM where you are not seeing all the expected Pages/Ajax requests? For example, you observe that the Pages/Ajax grid only shows a few requests, even though in the Browser snapshots view you can see many more t...
This may indicate that the agents are not correctly configured. Begin troubleshooting by looking at the server.log file. All log files for Controller are located in the <Controller_Installation_Directory>/logs folder. Error Message Solution ...
This article describes how policies and health rules behave depending on which entities/objects are used in the configuration. You can specify affected entities, such as nodes and tiers, in both Health rules and policies. It is important to underst...
Question How can I use AppD4DB to alert if a database instance goes down? This is not for when an OS goes down. We want to know if SQL Server crashes, for example. Answer Set up a Custom SQL Alert like this: If the SQL Connection is successful...
Symptoms You encounter an issue with the POST to /eumcollector/beacons. JS error is "Request header field X-TS-AJAX-Request is not allowed by Access-Control-Allow-Headers". Diagnosis Research revealed that Access-Control-Allow-Headers is a CORS pr...
You can assign multiple MIDCs to the same class and method or multiple information points to the same class and method. However, you cannot assign more than one type of interceptor to the same class and method in a .NET application. For example, de...
JDBC connection pool metrics are not configured out-of-the-box for GlassFish. To configure them, uncomment the JDBC connection pool section and provide the relevant information in the following file: <agent_home>/ver<version_number>/conf/jmx/ser...
In some situations, JMX metrics from GlassFish are not reported. Also, some metrics may not be enabled by default. Try this solution: Confirm that JMX monitoring is enabled in the GlassFish server. Navigate to the <agent_home>/ver<version_number>/c...
In certain situations, you may encounter the following exception in the agent.log file for the Java Agent deployed on the WebSphere Application Server (WAS). [AD Thread-Transient Event Channel Poller0] 17 Aug 2011 08:14:08,031ERROR JMXTransientOper...
Java Web Start software allows you to download and run Java applications from the web and is included in the Java Runtime Environment (JRE) since release of Java 5.0. Java Web Start applications are launched by using the Java Network Launch Protocol ...
Updated 7/23/18 Issue I am receiving the following notification on the Controller. CONTROLLER_METRIC_DATA_BUFFER_OVERFLOW Explanation This message indicates that the data buffer used to store the metrics is full before these can be flushed ...
Question A count of HTTP error codes appears on the main dashboard. Is there a way to get a list of the specific error codes, such as 301, 401, 404, 500 and so on? Answer In the Controller UI, go to Troubleshoot -> Errors, select the Exceptions tab...
Question How can I debug my controller install? Answer The Controller installer actually keeps a verbose log of what it is doing on every platform. The filename is of the general format i4j_log_Controller_nnnnnnnnnnnnnnnnnnn.log. On Linux, you ca...
Question How can I check the expiration date of the SSL certificate being used by my Controller? Answer 1. Use the following command and change localhost:8181 to match the controller you are querying. echo ^D |openssl s_client -connect localhost:...
I need to instrument an Adobe ColdFusion app — how do I do it? Table of Contents How do I install the Java Agent on Cold Fusion?Tips: ColdFusion with Java AgentResource Summary How do I install the Java Agent on Cold Fusion? Install the AppDynam...
This topic describes the tier and node life cycle within AppDynamics. Phase 1 - Agent Startup Phase 2 - Registration Phase 3 - Metric Registration Phase 4 - Metric Reporting Phase 5 - Metric Rollup A combination of agent logs and REST logs reveal t...
Understanding the AppDynamics error detection life cycle can help you to troubleshoot missing errors and related error metrics. Use agent log files to search for evidence of each phase of error detection and reporting. Errors and exceptions are cou...
Understanding the AppDynamics asynchronous (async) thread detection life cycle can help you to troubleshoot missing threads and related async metrics. Use agent log files to search for evidence of each phase of thread detection and reporting. The p...
What are the steps to enabling DEBUG mode for logging? Updated on 7/26/18 Most AppDynamics app agents use INFO level logging by default. Sometimes, it is useful to collect logs with DEBUG level logging—for example: when confirming life cycle phases...
First, ensure you can access Cisco SCM with a valid Cisco.com account. If you were part of the migration this should have been done automatically. If you still need to request a Cisco.com account, please refer to the earlier communication about User Identity changes found here.
Make your way to the AppDynamics portal on appdynamics.com/support. When you log in to the AppDynamics portal you will be automatically redirected to Cisco SCM.
Figure 1
Figure 2
Choose the Technology that most closely relates to the issue and click the “Select” button.
Figure 4
Figure 5
In conjunction with the migration to Cisco SCM, AppDynamics customers will be making use of the Case severity definition as determined by Cisco in the table below.
|
Case Severity |
Description |
|
Severity 1 (S1) |
Critical impact on the customer’s business operations. Cisco’s hardware, software, or as a service product is down. |
|
Severity 2 (S2) |
Substantial impact on the customer’s business operations. Cisco hardware, software, or as a service product is degraded. |
|
Severity 3 (S3) |
Minimal impact on the customer’s business operations. Cisco hardware, software, or as a service product is partially degraded. |
|
Severity 4 (S4) |
No impact on the customer’s business operations. The customer requests information about features, implementation, or configuration for Cisco’s hardware, software, or as a service product. |
Note! Post-migration, some functions will be limited. These include:
Often, case notifications are turned off because users miss setting Case Notifications to "On" while opening a case. As the case creator, you have the ability to enable/disable notifications from the Support Case Manager (SCM) user interface. Enabling notifications ensures that our support engineers' responses are also received via email.
1. Global Configuration:
2. Per-Case Basis:
From Support Case Manager:
You can always turn case notifications on/off after opening the case and before the case closure:
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