Use this section to resolve WPM issues you may encounter. It includes known issues and workarounds that may help you get back on track, plus tips for details to collect before contacting SolarWinds Support.
This topic includes the following sections:
- Troubleshoot recorder-related issues
- Troubleshoot WPM Player-related issues
- Collect diagnostic logs for WPM playback issues
- Monitor WPM logfiles with SolarWinds SAM
To determine if FIPS mode is enabled on a remote system that hosts WPM components:
- Enable VERBOSE logs.
- Start the Web Transaction Recorder.
- Navigate to
- Check for the following entry:
FIPS mode enabled
To find more troubleshooting tips:
- See the WPM Release Notes and WPM System Requirements.
- Review configuration information in the WPM Getting Started Guide.
- Search for solutions in the SolarWinds Success Center, which also includes the WPM Troubleshooting Guide.
- Look for related discussions in the SolarWinds online IT community, THWACK.
Pingdom integration issues
You can create recordings that can be used as Transaction Checks in SolarWinds Pingdom, as described in Integrate WPM with SolarWinds Pingdom. If you encounter issues with those files, review requirements and note these details:
- Web Transaction Recorders must be connected to your Pingdom account via an API token with Read-Write access, as described in the WPM Getting Started Guide.
- This functionality is not supported in FIPS-enabled environments.
- Pingdom supports WPM recordings up to 60 seconds long. To shorten recordings, remove extraneous steps and actions. Alternatively, you can save it to Pingdom but note that cloud probes will timeout after 1 minute.
- The following Web Transaction Recorder actions are not currently supported by Pingdom:
- Certificate authentication
- Proxy authentication
- File Download
- File Upload
- Image Match
- Press key
- If you need to change steps in a Transaction Check created in WPM, use the Web Transaction Recorder to edit steps. You can use the Check Editor in Pingdom to add intervals, regions, and tags in Pingdom, or set up alerts, but steps can only be edited in WPM.
If messages about the Pingdom API token appear:
- Check if the token is was entered correctly when correctly entered when the Web Transaction Recorder was configured.
- Log into your Pingdom account and then:
- Confirm that the API token is still valid.
- Confirm that Read/Write permissions were granted to the API token.
If you need assistance from Support, please note that WPM and Pingdom support is provided by separate teams. For help working with recordings in the Web Transaction Recorder, search the Success Center or contact SolarWinds Support. For help using Pingdom (for example, setting up intervals, regions, tags, or alerts), contact Pingdom Support.
Recording file size considerations
SolarWinds recommends limiting the size of recordings to 1 MB. Avoid including unnecessary steps and actions (for example, Image Match) in recordings. Recordings over 1 MB can result in:
- Slow playback.
- The inability to:
- Save recordings to the Orion server.
- Create transaction monitors.
- Delayed WPM Player communication with the Orion server.
- OutofMemory exceptions thrown by the SolarWinds Information Service (SWIS).
SolarWinds recommends using Web Transaction Recorder to create all recordings. As described About supported WPM recorders, the Deprecated WPM Recorder is being phased out of WPM. For details about using the Deprecated WPM Recorder, see WPM online help.
- Clicks on <div> structures are not recognized.
- OnMouseOver events are not recognized.
Press Ctrl+Shift while performing the problem action. This adds additional data to the recording that may allow access to the problematic element. To learn more, see Get the most out of your Web Performance Monitor in THWACK.
To avoid slow playback, use Ctrl+Shift only to record the actions that are causing problems.
Keyboard shortcuts do not work
Use mouse clicks instead of keyboard navigation in the webpage.
The middle and right mouse buttons are disabled when using the Web Transaction Recorder.
Links do not work during recording
Try to find an alternative method. For example, if the Compose email link on a page does not work, perhaps the same action can be accomplished by clicking the Inbox button.
Recorder is unresponsive
Restart the recorder and recreate your recording.
"You must be a WPM Administrator" message
You may receive this message when creating a recording if you inherited Admin permissions as part of an Active Directory (AD) group. To resolve this issue, add the AD account as a user in the Orion Web Console. You can also check the PermissionValue in the [Solarwinds_APM].[dbo].[SEUM_WebUserPermissions] table. See the Orion Platform Administrator Guide for details about Active Directory. See also How the Deprecated WPM Recorder handles account permissions in the Success Center.
WPM cannot include a certificate in a recording because the private key cannot be exported
To include a certificate in a recording, WPM exports that certificate with private key. If WPM cannot export the key, this message appears:
WPM cannot include the selected certificate in the recording because the private key cannot be exported. Import the certificate locally with a private key that can be exported or install the certificate on all systems where that recording will be played.
To make the private key exportable for the certificate on the system that hosts the recorder, either Import the certificate locally with a private key that can be exported, or install the certificate on all systems where that recording will be played. For details, click here.
Use this checklist to help diagnose common problems with X,Y Capture Mode:
- Add steps to a recording to better identify the action where playback failed. By doing this, you break down the transaction to multiple steps so you can examine the screenshots to find the action that caused an issue.
- Run the transaction in the recorder and ensure that all necessary items load during playback. The object to be clicked must be in place and active before the click action is executed.
- If page content loads slowly, insert a Wait action before the XY action. This will allow the content to load completely before executing the XY action.
- Try to re-record the recording on the same system where the player is installed.
- If playback fails on the Image Match action, try the following:
- Check "zoom" settings on the remote system's OS. Windows Display settings for "Scale and layout" should be set to the default value, 100%.
- Examine the screenshot page to see if the image is present on the page.
- Ensure that the same version of Internet Explorer is used during both recording and playback.
- Image Match may be affected by font smoothing settings. Do not use Image Match on plain text; use the Match Content action.
Image Matching on animated objects is not supported.
The Deprecated WPM Recorder cannot count duration time on web pages with automated redirects
If a transaction recorded in the Deprecated WPM Recorder involves navigating to a web page that includes an automatic redirect to another web page, the time spent navigating to the first web page may not be included in calculated in the overall duration time.
To capture accurate durations when creating a recording that involves navigating to web pages that redirect to another web page:
- For the step that redirects to another web page, right-click and select Preserve navigation request from the shortcut menu.
- When prompted to verify that you want to preserve navigation requests, click Yes.
If you enable this option, navigation may take longer to complete than it would if this option was disabled.
Resolve issues with Authentication Required dialog box during recording and playback in WPM
In WPM 3.0 or later, an Authentication Request dialog box may appear while creating a recording or playing back a WPM transaction that involves a website. This can occur if:
- The SEUM-User account used by the Web Transaction Recorder or WPM Worker process cannot access the website.
- The browser's Internet Properties are configured to prompt for user names and passwords and/or the website URL is not in the list of trusted sites.
There are several ways to resolve this issue:
- Adjust domain permissions. See Manage SEUM-User accounts in WPM.
- Add the website as a trusted site for domain accounts.
- Create a Chromium whitelist.
- Use a Group Policy Object (GPO) to extend permissions for domain accounts.
To prevent the Authentication Request dialog box from appearing, grant sufficient permissions for:
- The domain users utilized by the Web Transaction Recorder to capture steps that involve the problematic website.
- The domain accounts used by the WPM Player to playback a recording that includes steps recorded against the website.
Another way to avoid the Authentication Required dialog box is to add the website that requires authentication as a trusted site for the domain accounts used by WPM for transactions.
For each domain account, perform these steps:
- Open a remote desktop (RDP) session for the domain account.
- Use the [Windows logo key + R] keyboard shortcut to open the Run dialog box.
inetcpl.cpland click OK to open the Internet Properties dialog box.
- Switch to the Security tab and click Local Intranet > Sites > Advanced.
- In the Local intranet dialog box, type the website URL and click Add.
- Click Close > OK > OK to close the dialog box.
- Navigate to the website you added to verify the updated configuration.
Another method is to use a Chromium whitelist. Instead of adding trusted sites for each domain account, you can create a Chromium whitelist that includes legitimate sites by editing the Windows Registry.
SolarWinds strongly recommends that you back up your Windows Registry before modifying it. You should only edit the registry if you are experienced and confident in doing so. Using a registry editor incorrectly can cause serious issues with your operating system, which could require you to reinstall your operating system to correct them. SolarWinds cannot guarantee resolutions to any damage resulting from making registry edits.
To create a Chromium whitelist:
- On systems that host the Web Transaction Recorder and WPM Player, add this key to the registry:
- Append the registry key with the website URL, as shown in this example:
You can also use a GPO to provide permission for domain accounts used by WPM so they don't require extra authentication to access websites.
To extend permissions for domain accounts with a GPO:
- Open GPMC on your Domain Controller.
- Create a GPO or use an existing GPO linked to the Organizational Unit (OU) that contains the domain accounts used in WPM.
- Under User Configuration, expand Policies > Windows settings > Internet Explorer Maintenance > Security.
- Double-click Security Zones and Content Ratings, then chose Import the current security zones and privacy settings.
- Click Continue, and then click Modify Settings.
- In the Internet Properties dialog box, switch to the Security tab and click Local intranet, click Sites, and add the websites you want domain accounts to be able to access.
Access iFrames in a different domain from the parent web applications
By default, capturing coordinates in inline frames (IFrames) is not directly supported in WPM 2019.4 or later due to timing issues. WPM blocks X,Y clicks inside IFrames that are in different domains than the parent document. After loading a page from a different domain into an IFrame, clicks inside that IFrame will not be highlighted during playback and text verification will fail.
As a workaround, record a click on an empty area of a scrolled page, and then click the area where you want to capture coordinates. This allows extra time for page elements to load during playback.
To override that setting, change "false" to "true" in the following line of the
WPM Recorder.exe.config file, located in this default folder:
at C:\Program Files (x86)\SolarWinds\Orion\SEUM\Recorder:
<disableWebSecurity value="false" />
Select only small regions or portions of the image to improve playback performance. Images that exceed 1 MB may cause the following issues:
- SolarWinds Information Service (SWIS) OutOfMemory exceptions
- Saving recordings to the Orion Server may fail
- Creating a transaction based on a recording may fail due to crashes or communications failures.
- General WPM performance issues, including Orion Web Console functionality, the Web Transaction Recorder, and the WPM Player.
Additional tips for using Image Match with pattern images include:
- Avoid using Image Match for an image that appears over text displayed by the web application.
- Do not use Image Match for an image that appears over a GIF, JPEG, PNG, or other lossy format image types. Actions may fail randomly due to the lower precision of those formats.
- Image Match action doesn't work over Inline Frame (IFrame) elements due to scrolling limitations.
If authentication issues occur when playing back recordings, check if the recorded web site uses Windows authentication for its login process. Some systems are set up to pass-through Windows credentials without prompting for a username and password. If you create a recording on such a system, the username and password required for the website is not saved with the recording. This may result in an authentication problem when the recording is played back on a different system.
To force a recorder to always prompt for a username and password for websites protected by Windows authentication:
- Log into the system that hosts recorder with a local user account instead of a domain account.
- Open Internet Explorer and click Settings > Internet options.
- Switch to the Advanced tab, clear the Enable Integrated Windows Authentication check box, and save your changes.
- Restart Internet Explorer.
Transactions that already include wait times result in timeout errors.
If a transaction already includes wait times for text validation or Image Match but errors still occur during playback, you can extend the request timeout value for an entire Web Transaction Recorder or WPM Player service. See Configure WinHTTP request timeouts.
WPM Player cannot play a transaction due to SEUM-User account permissions.
When the WPM Player simulates an end user by playing back transactions, it employs a SEUM-User account for each WPM worker process that occurs in the transaction. If you cannot playback a transaction from the Player's location, it may be because a SEUM-User account does not have permission for required resources, including logging into the local system.
SEUM-Users must be members of the local Administrator group on the system hosting the WPM Player that will use them. To learn more, see Manage SEUM-User accounts in WPM.
Player symptoms include:
- Cannot play any transaction from some location, with the transaction in Unknown status.
- A transaction plays back fully in the recorder but not in the player.
- Transactions fails to play due to WPM worker process errors on the player's server.
- Transaction bounces between Up and Down status.
Recorder symptoms include:
- Transition plays on the recorder (located on the same system where Player is) but fails when played directly in player.
- When recording with WPM, the website's Windows authentication works. But when deployed, it does not and the page returns "not authorized" page.
A log entry similar to this one appears in the AgentWorker logs:
The WPM Player cannot play the transaction because the SEUM-User utilized for playback does not have permission for required resources, including logging in to the local system.
To resolve this issue, add all SEUM-User accounts to the local Administrators group on the Player server.
Here are some additional tips:
- When using GPO in an environment, adjust Local Security Policies to grant permission to Allow log on locally for all SEUM-User accounts on the local system. Otherwise, changes in the user configuration on the local system are overwritten with every GPO update.
- When GPO is applied, it may prevent WPM services from using the SEUM-User accounts for certain tasks, such as creating WPM worker processes. Pay attention to which GPO is used and modify it for WPM requirements.
- If you encounter WPM transaction steps with a "Not played yet" status on the Transaction Details page, this may be related to domain policy access rights to the WPM Player, or incorrect passwords for user accounts in configuration files. See this article in the SolarWinds Success Center.
- If adding SEUM-Users to the local Administrators group still doesn’t help in your environment, set up domain users for playback instead local users. See Use local domain accounts as SEUM-User accounts.
- If you encounter an Authentication Required prompt when playing back transactions, see this article.
WPM transactions fail to play — ERROR LOGON TYPE NOT GRANTED - Logon Failure
To support WPM, a WPM worker process plays steps of transaction recordings, collects statistics and screenshots, and returns playback results to the WPM Player. If the player service cannot start the WPM worker processes, you may receive the following message:
ERROR_LOGON_TYPE_NOT_GRANTED - Logon failure: the user has not been granted the requested logon type at this computer. This message may appear if the security policy was changed that limited the "log on locally" permissions.
To troubleshoot this issue:
- Check if the SEUM-User account has permissions to log on locally.
- If the user does not have permission, change the limitations for user accounts.
It is also important to check that the player service is running as "Local System" rather than logging in to a specific user account.
"Element not found during playback" message
If an element was not found during playback, you may need to recreate both the recording and the transaction.
WPM Player drops queued items.
The SEUM agent has an internal queue that it uses for transaction playback requests that cannot be immediately executed because there are no free WPM worker processes. If the number of items in the queue is close to the number of transactions assigned to the Player, it usually means that the Player is close to its capacity and is not able to play transactions fast enough. If a transaction is in the queue and a new playback request for the same transaction arrives, it is dropped because the queue cannot contain duplicate requests.
If the number of dropped requests increases significantly, it usually means that the player is not able to play transactions as fast as they are requested. You should remove some transactions from the player.
If SolarWinds SAM is also installed, use the SolarWinds Web Performance Monitor (WPM).apm-template to assess the status and overall performance of the WPM Player installed on the Orion server by using Windows Performance Counters. See Monitor WPM logfiles with SolarWinds SAM.
Internal WPM Player database exceeds capacity.
Depending on the number and complexity of assigned transactions, the size of the internal WPM Player database that stores playback requests, results, and screenshots can grow rather large. This file is located at
C:\Program Files (x86)\SolarWinds\Orion\SEUM\Data\AgentStorage.s3db.
If the file grows too large, (for example, over 2 GB), playback results may not be downloaded properly if a slow network connection exists between the Orion server and the WPM Player. The file will continue to grow because results are generated faster than they are downloaded from Player. If SAM is also installed, use the SolarWinds Web Performance Monitor (WPM).apm-template to track the size of the internal WPM Player database. See Monitor WPM logfiles with SolarWinds SAM.
The Player Load Percentage widget on the Transaction Locations page shows the load percentage of a system hosting an individual WPM Player is at 100%.
Per the Scalability Engine Guidelines for SolarWinds Products, SolarWinds recommends limiting the number of monitored transactions assigned to a WPM Player to 12 or less. However, note that many factors can impact the load on transaction locations that host WPM Players, including:
- The complexity of assigned transactions.
- The length of playback for each transaction.
- The length of intervals between each transaction playback.
- The processor speed and RAM available on the system hosting the WPM Player.
- The amount of SEUM-User or domain accounts involved in playback. See Manage SEUM-User accounts.
If you notice a high load percentage, consider increasing polling time intervals and/or deploying WPM Players to additional systems at a given location to distribute loads more evenly. Visit the SolarWinds online IT community, THWACK, and see the Player Load Percentage thread to learn more about player load performance.
After upgrading a remote system to Windows 10 v.1607 or later, the WPM Playback service may not start. A "Player could not be registered — Please check firewall settings" message may appear even if the firewall is completely disabled. You may be prompted to authenticate certificates even though recordings include embedded application certificates. This issue can occur if a Windows 10 upgrade overwrites existing registry entries and prevents the WPM Playback service from starting.
- First, verify the following conditions:
- SEUM-User accounts exist on the target system.
- The target system is part of a domain that supports Active Domain accounts.
- The WPM Player is configured to use Active Domain accounts.
- Back up all player and recorder configuration files with a *.config suffix in these default folders:
C:\Program Files (x86)\SolarWinds\Orion\SEUM\Player
C:\Program Files (x86)\SolarWinds\Orion\SEUM\Recorder
- Reinstall the WPM Player and restore the *.config files if necessary.
All WPM transactions on a system switch to an Unknown state.
If you uninstall the WPM Player on a system, transactions enter an Unknown state. Transactions begin running again after you download and install a new player on the same system with the same settings, as described in Deploy WPM Players to remote systems.
Transactions created with the Deprecated WPM Recorder included in WPM 2.2.3 and earlier cannot store the size of the webview in recordings, even if you enlarge the webview before creating a recording. The WPM Player uses a default window size during playback. Use the new Web Transaction Recorder instead.
To work around this issue in the Deprecated WPM Recorder, start recording and enable XY, Capture Mode briefly before disabling it. Then create your recording as you normally would and WPM will remember the screen size.
- Resize the webview to the desired size.
- Click Record to start capturing steps.
about:blankin the address bar and click OK to navigate to a blank page.
- Click X,Y Capture Mode to enable it.
- Click anywhere in the top left corner of the webview.
- Click X,Y Capture Mode again to disable it.
- Enter the URL where you want to record steps and click OK.
- Create your recording.
WPM Player service cannot play transactions due to lack of permissions.
Group policies and user permissions can block the WPM Player service from running transactions. This assumes local SEUM users are local administrators of the remote system that serves as the player location. Group policies that are known to block transactions include:
- Allow log on locally
- Run all admins in admin approval mode
Check the local group policy on the remote system to determine if:
- "Allow log on locally" is set to Disabled, or
- "Run all admins in admin approval mode" is set to disabled.
To adjust settings so the WPM Player service can log on locally:
- Log into the remote system.
- From the Windows Start menu, open the Local Security Policy app.
- Expand Local Policies and click User Rights Assignment.
- Double-click Allow log on locally.
- Click Add User or Group.
- (Recommended) Add all SEUM users to the local 'Administrators' group.
- Click OK and then OK to save your changes and close the Properties window.
To adjust User Account Control (UAC) settings:
- Log into the remote system.
- Open the Local Security Policy app.
- Expand Local Policies and click Security Options.
- Scroll down and double-click "User Account Control: Run all administrators in Admin Approval Mode".
- On the Local Security Setting tab, click Enabled and then click Apply.
- Restart the system.
Transactions based on recordings that include AngularJS fail during playback.
Transactions created from recordings that involve Angular JS and the Route AngularJS service may fail during playback if the AngularJS structural framework lacks required resources, as consumed by WPM worker processes.
SolarWinds recommends the following workarounds for this situation:
- Increase CPU and RAM resources on the remote system that hosts the WPM Player service.
- Change the
numWorkerProcessesvalue to 1 in the following file:
C:\Program Files (x86)\SolarWinds\Orion\SEUM\Player\SolarWinds.SEUM.Agent.Service.exe.config.
Restart the WPM Playback Player service to apply the new configuration. This limits simultaneous worker processes on the WPM Player so only one transaction plays at a time and frees resources for use by AngularJS.
Alternatively, schedule transactions assigned to the WPM Player so that only one AngularJS step occurs during scheduled playback time. Restart the WPM Playback Player service to apply the new configuration.
WPM cache grows after upgrade.
After upgrading WPM, unused SEUM-User accounts remain and cause the WPM cache (
Webcachev01.dat) to consume a large amount of disk space. Click here to resolve the issue.
Before contacting SolarWinds Support to troubleshoot failed playback, follow these steps to collect helpful details that can reduce the time required to resolve your issue.
Perform the following steps on the Orion server or the remote system that hosts the WPM Player to which the recording with playback issues was assigned (that is, the transaction location for the recording).
- If possible, unmanage all transactions at the WPM Player location or move assigned transactions to another WPM Player location.
- To reduce the size of diagnostics files, clear all files and folders in the WPM log directory:
- Run the SolarWinds Log Adjuster. Click Start > SolarWinds Orion > Log Adjuster, and then scroll to the WPM section.
- For a transaction based on a recording created in the new Web Transaction Recorder, enable DEBUG for these rows:
- Agent Worker - Browser
- Agent Worker - Player
- For a transaction based on a recording created in the Deprecated WPM Recorder, enable DEBUG for these rows:
- Agent Worker (deprecated)
- Agent Worker (deprecated) - Browser
- Agent Worker (deprecated) - Player
- For a transaction based on a recording created in the new Web Transaction Recorder, enable DEBUG for these rows:
Wait an hour, or as much time as needed for the transaction to fail at least once.
- To collect diagnostics to send to Support, you can either:
- Run Orion Diagnostics from the Windows Start Menu,
C:\Program Files (x86)\SolarWinds\Orion\SolarwindsDiagnostics.exe, or
- In the Orion Web Console, navigate to the My Orion Deployment page, switch to the Diagnostics tab, and then click Collect New Diagnostics.
- To avoid disk space issues, return to the SolarWinds Log Adjuster to turn off DEBUG. Click Reset to default > Apply.
- Export the recording you are having trouble with.
- In the Orion Web Console, navigate to the Transaction Details view, take a screenshot of the Transaction Details widget, and save it to a PDF file.
- Submit a SolarWinds Support ticket that includes a ZIP file with the following items:
- WPM Diagnostic logs
- The recording you are having trouble with.
- Credentials used for the recording, if applicable.
- A PDF of the Transaction Details widget.
Skip any files currently in use by WPM if prompted.
If SolarWinds SAM is also installed, you can use the SolarWinds Web Performance Monitor (WPM) template to track returned values for the AgentService.log related to a specific WPM Player, including:
- Total – The total number of errors in the log file.
- New – The number of newly found error strings.
- Last_Message – The last error message and its position in the log file.
Be sure to specify the correct path to the AgentService.log file in the Script Arguments field for the template. The default path is:
C:\Program Files (x86)\SolarWinds\Orion\SEUM\AgentService.log.
To learn more about templates, see Use SAM templates, application monitors, and component monitors.