Getting support

Technical support typically requires a set of data to analyze the issue. Analysis of the issue will start as soon as the data is available. We recommend to provide the data when the ticket is opened. If required data is not available at this moment, technical support will request the data and the analysis of the problem may be stalled until the data is made available by the ticket initiator. If you need assistance when collecting data needed to troubleshoot the issue, please let us know and we will provide instructions.

When opening a ticket, please only report one issue and/or one environment per ticket.
Having multiple issues and/or multiple environments on the same ticket makes it extremely difficult to keep information clear and understandable for all involved as the ticket progresses and delays closure once one of the issues is resolved. Please understand that if you open a ticket with multiple issues and/or environments you will be respectfully asked to open one ticket for each individual issue or environment reported by the original ticket. The first issue reported will be kept for the original ticket and the other issues will need separate tickets opened by you. Thank you your cooperation in creating tickets as this will allow support to better serve you and speed resolution of your reported issues.

How to describe the issue

Please be prepared to provide the following information when submitting a problem to Dynatrace customer support:

  • A detailed description of the problem
    • What was the actual and what was the expected result or behaviour
    • When did the problem occur
    • What were you doing when the problem occurred, can the problem be reproduced
    • Description of relevant circumstances such as network outages or configuration changes
    • What AppMon components are affected (such as agent name, collector instance name, host names)
  • If applicable, please include screenshots that illustrate the issue
  • The exact version numbers of AppMon and relevant applications (such as the monitored application)
  • The text of any error messages shown by AppMon or relevant applications
  • For issues related to PurePath or timeseries data captured by AppMon: an exported PurePath or timeseries session
  • For crashes: crash dumps, crash logs
  • For server or collector issues: an exported session of the AppMon self-monitoring system profile for the relevant timeframe (e.g. covering one hour before and after an incident)
  • For all issues: a support archive (please see below), please include the agent log if you suspect that the issue could be related to the Agent

The ticketing system allows attachments up to 500MB per file. If you need to provide a file to us that exceeds this limit, please let us know and we will provide an upload location. If you can host the file, it is also possible to provide a download URL where we can retrieve the file.

How to select the severity

Severity Severity Definition Examples
S1 - Critical The product or the monitored production application is down or there is major malfunction, resulting in a business revenue loss and impacting the production application functionality for a majority of the users. A critical production issue that impacts the use of the service. No workaround is available.
  • Product or Service is crashing, restarting, down or unavailable.
  • Data corrupted or lost.
  • A critical documented feature / function is not available
  • Production AppMon server suddenly won't start or crashes frequently.
  • The Agent affects the monitored system in production, e.g. is causing crashes, errors, or significant slowdown.
  • Performance Warehouse issues that cause significant data loss in a production system.
S2 - Severe Critical loss of the functionality of the product or significant performance degradation, impacting the functionality for a high number of users. No reasonable workaround is available.
  • Production issues that occur during initial installation or have occurred after changes to the AppMon configuration, deployment, or environment.
  • Production AppMon server crashes occasionally, i.e. less than once per day.
  • Instability of AppMon server in test or development environments.
  • The Agent affects the monitored system in non-production environments. Incompatibility of JavaScript agent (UEM) with the monitored application.
S3 - Moderate Moderate loss of the products functionality or performance issue, impacting multiple users. A reasonable workaround is available.
  • A new system has been added to AppMon but does not get monitored (e.g., no PurePaths or broken PurePaths).
  • A dashlet or report contains incorrect or incomplete data.
S4 - Low Inquiry regarding a routine technical issue or a general question. Cases reported on end-of-life versions or products.
  • A general question
  • A wrong icon is displayed in the AppMon client
  • A typo in the AppMon documentation

How to select the correct version

The version of you AppMon installation can be found in various places. The easiest ones are these:

Alternative locations are the various log files. Each log has the version information on the very top:

+-----------------------------------------------------------------------------
+ AppMon Frontend Server Copyright (C) 2004-2016 Dynatrace
+-----------------------------------------------------------------------------
+ Version 6.5.0.1289  built Fri Jul 01 03:39:59 ICT 2016
+ Platform: Windows Server 2012 R2 6.3, amd64 64bit
+ vm: Java HotSpot(TM) 64-Bit Server VM 1.8.0_77, Oracle Corporation, mixed mode
+-----------------------------------------------------------------------------
+ AppMon Collector Copyright (C) 2004-2016 Dynatrace
+-----------------------------------------------------------------------------
+ Version 6.5.0.1289  built Fri Jul 01 03:39:59 ICT 2016
+ Platform: Windows Server 2012 R2 6.3, amd64 64bit
+ vm: Java HotSpot(TM) 64-Bit Server VM 1.8.0_77, Oracle Corporation, mixed mode

Accessing the System Information Dashlet

The System Information dashlet is associated with a server instance. The Cockpit dashlet contains a node for each connected server. This node launches the server. If your client is connected to multiple servers, you can use the Help menu to associate a server.

The dashlet's upper pane visualizes the AppMon deployment hierarchy. The root node is always the AppMon Server that is associated with the System Information dashlet.

Support information and connected components

The following are the components within a AppMon deployment:

  • The server that is connected to the dashlet
  • The collector(s) connected to the server
  • Your client
  • Agents that are connected directly to the server-embedded collector or a stand-alone collector
  • The Memory Analysis Server that is used for post-processing memory dumps or snapshots

The Connected Components child node of servers and collectors contains all the components that are directly connected.

Each deployment component has a Support Information child node. This branch includes all the collected data for a specific component.

The following sections discuss the data types that the System Information dashlet collects and/or reviews.

Log files

All of the components mentioned above provide log files unless you configure them otherwise.

Note

The log files of the connected Agents are not part of the tree initially. You have to click on a specific Agent to get a list of available logs. Log files that are older than seven days are not included when you package support information. You can include them manually.

Config files

Server, Collectors, Clients, and the Memory Analysis Server have the following two kinds of configuration files:

  • INI file: Contains information for the launcher about how to create the Java process
  • Config.xml file: Contains the rest of the configuration and is read by the Java process during start-up

System Profiles

In addition to the server, copies of these profiles are on all the collectors. The System Information dashlet contains System Profiles in their XML form, as they are stored on disc.

Dashboards

Dashboards can be stored server-side and client-side. Client-side dashboards are available only in the System Information dashlet, if they are stored within the default storage directory. Like System Profiles, the dashboards are represented with XML.

Stored sessions

For each System Profile configured on the server, there are PurePaths available within the PurePath Buffer. Use the System Information dashlet to create a stored session that contains the System Profile PurePaths. This includes the data from the time series center.

Note

Only AppMon self-monitoring is included when you package support information. If you include additional stored sessions, the size of your package can increase drastically.

Include, exclude, and package data

If you want to inspect logs, double-click them or click Download, and the contents appear in the AppMon Client.

We recommend you configure an editor to analyze the logs. If you choose External Editor from the context menu, your editor or the configuration dialog appears so you can configure the editor.

External Tools Dialog
External Tools Dialog

You can use the System Information dashlet to access logs and package the information into a ZIP file. Attach this archive to a support ticket to give the support team an overview of the deployment.

Select Export all selected file from a node menu in the tree in the upper pane to collect support information. AppMon excludes grayed out nodes because the log file is older than seven days. You can also choose to exclude nodes manually.

Select log files to export in ZIP file
Select log files to export in ZIP file