Documentation forServer & Application Monitor

Troubleshoot APM service monitoring

This topic describes issues you may encounter when monitoring APM services in SAM. You can also refer to AppOptics documentation, as well as search the Success Center and THWACK for information.

Issue Solution
APM services do not appear
  • Make sure you're using SAM 2020.2.5 or later.
  • Wait 10 to 20 seconds for data to load, depending on the number of services involved.
  • Log into 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 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 Orion administrator. Contact your Orion administrator, if necessary.

Cannot find alerts APM alerting is not handled within the Orion 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.