Documentation forServer & Application Monitor
Monitoring your applications and environment is a key capability of Hybrid Cloud Observability and is also available in a standalone module, Server & Application Monitor (SAM). Hybrid Cloud Observability and SAM are built on the self-hosted SolarWinds Platform.

Troubleshoot APM service monitoring

AppOptics is approaching its End of Service Life. Migrate to SolarWinds Observability SaaS for the next generation of application performance monitoring. To view both SaaS and self-hosted observability data in one place, use the Platform Connect feature. For more details, see AppOptics End of Service Life FAQ and Connect SolarWinds Observability Self-Hosted to SolarWinds Observability SaaS.

This topic describes issues you may encounter when monitoring APM services in SAM. You can also search the Success Center and THWACK for information.

Issue Solution
APM services do not appear
  • Make sure you're using the latest version of SAM.
  • Wait 10 to 20 seconds for data to load, depending on the number of services involved.
  • Log in to AppOptics or the APM Integrated Experience and navigate to AppOptics > Organization Settings to:
    • Check service activity, and
    • Verify that the API token is still valid and has a Full Access role.
  • Review Configure APM service monitoring in SAM.
  • Examine Advanced Configuration settings to verify that AppOptics polling is enabled. Scroll to the AppOptics.Settings section and select the AppOpticsApmServices Enabled check box, if necessary.
Some nodes are represented by a gray icon with a question mark.

SAM can detect the service but only retrieves data for APM services associated with SAM nodes. Click the Nodes link in the service row, then click Monitor to launch the Add Node wizard.
Metrics on the APM Services page do not match metrics displayed for the same service in AppOptics. If you compare data on the APM Services page in SAM with data on the AppOptics > Services page, you may notice discrepancies due to the difference in polling times between the two products.
The Nodes value on the APM Services page in the SolarWinds Platform Web Console does not match the Service host count in AppOptics.

SAM uses MAC and IP addresses to match nodes to services. External and ICMP nodes do not provide that data, so they are excluded from the count.
The Configure AppOptics Credentials link is missing on the APM Services page

This option only appears on the APM Services page if you're logged in as an SolarWinds Platform administrator. Contact your SolarWinds Platform administrator, if necessary.
Cannot find alerts APM alerting is not handled within the SolarWinds Platform Web Console Use Metric Alerts in AppOptics instead.
Cannot find an API key If you have access to APM, you can find API tokens on the API Tokens tab in Organization Settings. The service key (used for APM) is comprised of a write-enabled token and the name of the instrumented service and takes the format of <api-token>:<service-name>.
APM service data takes a long time to load in PerfStack

Data takes more time to load because it is loaded via a proxy. The query is passed to the AppOptics API; data is not stored locally.
Unknown error

Verify the API token and reenter it, if necessary. See Configure APM service monitoring in SAM.

Examine logs in C:\ProgramData\SolarWinds\Logs\SAM.AppOptics.

Review the AppOptics.Settings section of Advanced Configuration settings, on the Global tab.