OneAgent diagnostics

You can run fully automated OneAgent troubleshooting for Dynatrace SaaS and Managed environments starting with Dynatrace version 1.202.

The workflow enables you to:

  • Automatically pinpoint a OneAgent-related issue in highly dynamic environments, at a specific point in time
  • Easily collect the diagnostic data for a specific entity, and automatically get potential solutions for detected anomalies
  • Quickly resolve common issues on your own, reducing the amount of time spent on diagnosing
  • Directly provide Dynatrace Support all the details they need to diagnose the issue

Requirements

  • Dynatrace version 1.202+
  • View sensitive request data environment permission

Analyze automatically

This procedure describes the default procedure for Dynatrace SaaS customers: Dynatrace collects diagnostics data for a host or process and immediately analyzes it.

The fully automated workflow is available in Dynatrace SaaS version 1.202+ and will be available in Dynatrace Managed soon.

If you are a Dynatrace Managed customer, or you are a Dynatrace SaaS customer who prefers to collect and review the data before manually submitting it to Dynatrace for analysis, see Collect and review locally.

Select Hosts from the navigation menu.

Select the host you want to troubleshoot.

Run diagnostics on the host or process level.

  • Host level: on the host page, open the browse menu (...) and select Run OneAgent diagnostics.

  • Process level: on the host page, open a process page, and then select Run OneAgent diagnostics from the browse menu (...) on the process page.

On the Run Dynatrace OneAgent diagnostics page, briefly describe what isn’t working as expected from your point of view.

Optional By default, 24 hours (1 day) of data is collected for analysis. If you need more data, select the Advanced options link, change the number of days, and select Apply.

Select Start analysis.

What happens next

Dynatrace does the following:

  • Collects diagnostic data for the last 24 hours (if you didn't change the default) of the affected host or process
  • Stores the collected diagnostic data
  • Uploads the diagnostic data to an S3 bucket in the AWS region of your environment for further analysis

The State column describes the current phase of the process.

Review the Dynatrace analysis

When the analysis is complete, Dynatrace sends the results back to your environment. If a potential solution is identified, Dynatrace lists it in the Alerts section.

In this example, you can see that the fully automated OneAgent troubleshooting workflow has detected that this OneAgent was mounted on a network file system (NFS), which isn’t supported. Instructions for resolving the issue are included.

Collect and review locally

This procedure describes how to collect diagnostics data for a host or process locally. Use this option if you are a Dynatrace Managed customer, or you are a Dynatrace SaaS customer who prefers to collect and review the data before manually submitting it to Dynatrace for analysis.

If you instead want to collect data and submit it to Dynatrace automatically for analysis, see Analyze automatically.

Select Hosts from the navigation menu.

Select the host you want to troubleshoot.

Run diagnostics on the host or process level.

  • Host level: on the host page, open the browse menu (...) and select Run OneAgent diagnostics.

  • Process level: on the host page, open a process page, and then select Run OneAgent diagnostics from the browse menu (...) on the process page.

On the Run Dynatrace OneAgent diagnostics page, briefly describe what isn’t working as expected from your point of view.

Select the Advanced options link.

Select and store locally.

  • While you are here, you can also change the number of days of data to collect (default = 1 day).

Select Apply.

Select Start collection to collect diagnostic data and store it locally.

What happens next

Dynatrace now:

  • Collects diagnostic data for the last 24 hours (if you didn't change the default) of the affected host or process
  • Stores the collected diagnostic data

The State column describes the current phase of the process.

What to do with the collected data

Now that the data is collected, you can:

  • Download the collected data.
    • You can review the data. See Contents of diagnostic data for an overview of what's in the download.
    • You can add the data to your support ticket.
  • Analyze the data.
  • Delete the issue, including the collected diagnostic data.

OneAgent troubleshooting in Dynatrace Managed environments

In a Dynatrace Managed environment:

  1. Use the Store locally option under Advanced options as described above.
  2. After diagnostic data is collected, you can add the data to your support ticket.
  3. Dynatrace can then fetch the diagnostic data from your support ticket, analyze it, and provide automated feedback to Dynatrace Support about detected anomalies.

Stringent data privacy protections are enforced and logged throughout this process.

Contents of diagnostic data

All the collected diagnostic data is compressed into a SupportArchive<ID number> ZIP file that includes the following source files and folders:

  • host folder
    Contains a snapshot of the topology information of the host entity including any relationships to other hosts.
  • monitored_entities folder
    Contains a snapshot of the topology information of all involved process groups, process group instances, services, and service instances.
  • agent_registration_entries JSON
    Contains information about which OneAgent code modules are connected to Dynatrace.
  • archive JSON
    Contains information about who, when, where, and why the diagnostic data was collected.
  • monitoring_state JSON
    Contains information about the monitoring state of processes and related problems.
  • support_archive ZIP
    Contains the local configuration of the OneAgent installed on the host or process where you’ve run the troubleshooting, as well as the OneAgent related log files.
  • diagnostic_files ZIP
    Contains information about the process group detection, auto-injection problems, and OneAgent extension configuration.

OneAgent diagnostics overview

For an overview of all OneAgent troubleshooting runs in your environment

  1. Select Hosts from the navigation menu.
  2. Open the browse (...) menu and select OneAgent diagnostics overview.

The Dynatrace OneAgent diagnostics overview page lists all OneAgent diagnostics activity in your environment. Expand any entry to see details. If the data has not been deleted (all diagnostic data is automatically deleted after 30 days), you can download it or delete it.

Data privacy

To comply with regional data protection and privacy regulations, Dynatrace does the following:

  • Masks some personal data (for example, IBANs and URI credentials) automatically before storing it.
  • Automatically deletes all diagnostic data 30 days after its collection. This applies to the data in your Dynatrace environment and on the Dynatrace Cluster.

You can choose to delete collected diagnostic data earlier. To ensure transparency, Dynatrace keeps only a small set of information about who, when, where, and why the diagnostic data was collected.

For related details on Dynatrace data privacy, see: