Documentation forSolarWinds Observability

Troubleshooting SolarWinds Observability

If the following troubleshooting information does not address your problem, check the Known issues for a workaround.

General troubleshooting steps

  1. Check the operation status of SolarWinds Observability and its services at

  2. Check whether there is a Known Issue that addresses your problem.

  3. Review the SolarWinds Observability System Requirements to ensure your environment is compatible.

  4. If it's a problem with a single entity, see Why don't I see data for my entity?.

  5. Contact support.

Troubleshooting agent, library, or collector installation

Review the SolarWinds Observability System Requirements to ensure your environment is compatible. If you still run into problems installing one of our agents or libraries, see the following topics:

How long does it take before I see data for a newly created entity?

It may take between a few seconds and a few minutes for data to appear for your entity. In general, you should expect to see data for your entity start to fill the widgets in the Entity Explorer after a few seconds. The following entities may have additional data delays:

  • Websites: Someone must visit your website before RUM data will appear in dashboards and explorers.
  • Network devices: Some metrics are polled at different intervals (2-10 minutes), so data will not appear until the polling interval has passed.

Why don't I see data for my entity?

General guidance

  • It may take some time for data for newly created entities to appear for your entity. Make sure enough time has passed since the entity has been created.
  • For entities that use an agent, collector, or library to collect telemetry data, make sure your firewalls and access control lists allow data to flow to SolarWinds Observability. See Firewall or access control requirements.
  • The API token used to configure the entity must still be active. Make sure it hasn't been removed in the API Tokens settings page.
  • For entities that use an agent, collector, or library to collect telemetry data, make sure the agent, collector, or library is running.

Missing cloud (AWS or Azure) data

Depending on the way your cloud platform or its services and resources were configured, some metrics may not be available. Use the Azure Resource Manager to gather metrics for an Azure resource. Metrics for an AWS service are only available if CloudWatch metrics have been enabled in the AWS Console.

The metrics available may also depend on the subscription pricing tier of your cloud platform or its services and resources. For some Azure metrics, the premium pricing tier would need to be selected when configuring your Azure namespaces. To gather additional AWS metrics, enable detailed CloudWatch metrics for your AWS services.

See Overview of Event Hubs Premium for details about the Premium pricing tier for the Event Hub resources, and Configure processing units for a premium tier Azure Event Hubs namespace for how to set up your Event Hub namespace with the premium tier.

The exact pricing tier requirements and instructions may vary by Azure resource.

Missing database data

Missing Query data in the Profiler or Queries Explorer

If you are missing query data in the Profiler or Queries Explorer you may have web-browser cache issues. Go into your browser settings and delete any cookies. Reload the Profiler or Queries Explorer to display the missing query data.

Missing host data

When you have deployed the SolarWinds Observability Agent on a Windows computer and you stop receiving data after the computer restarts, complete the following steps.

  1. In SolarWinds Observability, click Settings > Agents.

  2. Locate the computer hosting the Agent and review the Agent status. If it is disconnected, the service was not restarted correctly.

  3. On the computer hosting the Agent, open Services.

  4. In Services, locate the SolarWinds UAMS Client service and check its status.

  5. If the service is not running, restart it.

  6. If restarting the service doesn't resolve the issue, right-click the service and set the Startup type to Automatic (Delayed Start).

The automatic startup type will resolve the issue, the Agent in SolarWinds Observability will be connected, and you should be receiving data.

Missing K8s data

Verify your SWO K8s Collector configuration is correct. See Troubleshoot the SWO K8s Collector

Missing service data

If metric or trace data is missing for a service, review the following troubleshooting topics.

Missing website synthetics or RUM data

Review the following reasons that a website's availability or RUM data may be missing for a website entity.

Website has wrong URL

Make sure the URL entered in the configuration is valid and loads a webpage.

RUM script not added correctly

If RUM data is missing for a website, make sure the URL entered in the configuration has the same domain as the URL that visitors use to access the site and that the RUM script was added to every page in your website.

Domain aliases

RUM data can be received and associated with your entity only if the public URL your customers visit matches the URL defined for your website entity. If you use a domain alias to map multiple domains to the same content and a visitor uses a domain that differs from the URL defined for your website, no data will be collected for that visitor.

Incompatibility with the Boomerang library

The RUM script uses the Boomerang JavaScript library for several key functions and is subject to the same code limitations and compatibilities as Boomerang. For example, the <MemoryRouter> router is not supported by the RUM script; all other router components for ReactJS and Angular10+ are supported. Data about some of your users' actions may not be collected if incompatible functions are used in your website.

Visitor access to the RUM script disabled

To collect and send RUM data to SolarWinds Observability, your visitors must have unrestricted access to the following domains: and, where xx-yy is determined by the URL you use to access SolarWinds Observability, described in Data centers and endpoint URIs. If your website visitors' firewall or access control settings restrict access to those URLs or if they are using ad blocker tools to block Javascript calls, the RUM data will not be collected or sent to SolarWinds Observability.