Documentation forWeb Performance Monitor

Troubleshoot WPM

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:

To find more troubleshooting tips:

Determine if FIPS Mode is enabled

If your organization adheres to the Federal Information Processing Standard (FIPS) and FIPS mode is enabled on the Orion server, WPM may behave differently. For example, recordings and transactions created in earlier versions of WPM may fail on remote systems where FIPS is now enabled. Some actions may fail; for example, steps that involve certificate authentication will return Access Denied messages. CPU and memory usage may be impacted on remote systems, resulting in Down transactions.

Before troubleshooting WPM issues on a remote system, determine if FIPS mode is enabled by checking for FIPS mode icon at the bottom of the Web Transaction Recorder window, as shown here:

Another way to check for FIPS mode is to examine logs.

  1. Log into the remote system.
  2. Enable VERBOSE logs.
  3. Start the Web Transaction Recorder.
  4. Navigate to the default log directory, C:\ProgramData\SolarWinds\Logs\SEUM\
  5. Examine the WPMRecorder.log.
  6. Check for the following entry: FIPS mode enabled

To learn more about this US Government standard, see:

Troubleshoot Web Transaction Recorder issues

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 SolarWinds 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).

Work with JavaScript-related messages in the Deprecated WPM Recorder

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.

You may encounter the following JavaScript issues while performing actions in the Deprecated WPM Recorder:

  • JavaScript menu items are not recognized.
  • Clicks on <div> structures are not recognized.
  • OnMouseOver events are not recognized.

Press Ctrl+Shift while performing the problem action, to add extra data to the recording that reveal the problematic element.

To avoid slow playback, use Ctrl+Shift to record only actions 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.

Recordings cannot authenticate proxy servers

Check if FIPS mode is enabled. If so, add wait times to steps that traverse proxy servers.

You may also want to check proxy settings on Web Transaction Recorders.

With FIPS mode enabled, recordings cannot validate HTTPS SSL certificates

If FIPS mode is enabled, you may encounter an issue where recordings cannot validate HTTPS certificates and navigate to an IP address, even if a valid certificate is installed. Error messages similar to the following may appear: "There is a problem with this website's security certificate. Install a valid certificate on all machines where the recording and related transactions will be played back."

This issue is related to how the Web Transaction Recorder handles Subject Alternate Name (SAN) values in server certificates. By default, the IP Address is set up as a DNS Name entry type in Chrome because domain addresses are more static than IP Address values.

To research possible workarounds, see:

Web Transaction Recorder is unresponsive

Restart the recorder and recreate your recording.

"You must be a WPM Administrator" message appears

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.

The Deprecated WPM Recorder 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 remote 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.

Alternatively, add certificates to the Windows Trusted Root Certificates list on remote systems that host the Web Transaction Recorder and WPM Player service. If Windows and other browsers trust a certificate, WPM recordings and transactions will also.

Troubleshoot X,Y Capture Mode

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 WPM Player service 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:

  1. For the step that redirects to another web page, right-click and select Preserve navigation request from the shortcut menu.
  2. 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.
  • Add the website as a trusted site for domain accounts.
  • Create a Chromium allowlist.
  • Use a Group Policy Object (GPO) to extend permissions for domain accounts.

See also Manage SEUM-User accounts in WPM and Use domain accounts as SEUM-User accounts.

To prevent the Authentication Request dialog box from appearing, grant sufficient permissions for:

  • The domain accounts utilized by the Web Transaction Recorder to capture steps that involve the problematic website.
  • The domain accounts used by the WPM Player service to play steps in a recorded sequence.

Add websites as trusted sites for domain accounts

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.

  1. Open a remote desktop (RDP) session for the domain account.
  2. Use the [Windows logo key + R] keyboard shortcut to open the Run dialog box.
  3. Type inetcpl.cpl and click OK to open the Internet Properties dialog box.
  4. Switch to the Security tab and click Local Intranet > Sites > Advanced.
  5. In the Local intranet dialog box, type the website URL and click Add.
  6. Click Close > OK > OK to close the dialog box.
  7. Navigate to the website you added to verify the updated configuration.

Use a Chromium allowlist to specify legitimate sites for domain accounts

Another method is to use a Chromium allowlist. Instead of adding trusted sites for each domain account, you can create a allowlist 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 allowlist:

  1. On systems that host the Web Transaction Recorder and WPM Player service, add this key to the registry: HKLM\Software\Policies\Google\Chrome\AuthServerWhitelist
  2. Append the registry key with the website URL, as shown in this example: HKLM\Software\Policies\Google\Chrome\AuthServerWhitelist="www.google.com"

Extend permissions for domain accounts with a GPO

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.

  1. Open GPMC on your Domain Controller.
  2. Create a GPO or use an existing GPO linked to the Organizational Unit (OU) that contains the domain accounts used in WPM.
  3. Under User Configuration, expand Policies > Windows settings > Internet Explorer Maintenance > Security.
  4. Double-click Security Zones and Content Ratings, then chose Import the current security zones and privacy settings.
  5. Click Continue, and then click Modify Settings.
  6. 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 application

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 web application. After loading a page from a different domain into an iFrame, clicks that occur inside that iFrame will not be highlighted during playback and text verification will fail.

To learn about workarounds and adjusting default settings for iFrame handling, see Capture coordinates in iFrames.

Recordings created in the Web Transaction Recorder that use Image Match for pattern images are too large

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.

Disable Windows authentication when playing recordings

If authentication issues occur when playing back recordings, check if the recorded website 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:

  1. Log into the system that hosts recorder with a local user account instead of a domain account.
  2. Open Internet Explorer and click Settings > Internet options.
  3. Switch to the Advanced tab, clear the Enable Integrated Windows Authentication check box, and save your changes.
  4. Restart Internet Explorer.

Troubleshoot WPM Player-related issues

If you encounter transaction playback issues on remote systems that host the WPM Player service (for example, if transactions take longer than usual or don't play at all), start with these basic troubleshooting steps:

  • Confirm that remote systems meet WPM Player specifications in the WPM System Requirements.
  • Check the WPM Player configuration. See Deploy WPM Players to remote systems.
  • Try using a different browser.
  • Flush the browser cache.
  • Leverage browser debug tools. For example, press F12 in Chrome to open the Developer Tools (DevTools) pane.
  • Verify that SEUM-User accounts have adequate permissions.
  • Use the Orion Service Manager to restart WPM agent services.
  • Disable screenshot captures during transaction playback.

Tips to troubleshoot WPM player locations that stop working after an upgrade

Here are examples of issues you may encounter after upgrading WPM:

  • Transactions assigned to a WPM Player location switch to unknown status.
  • The WPM Playback player service enters a retry loop when attempting to spawn a new WPM Worker process. Each attempt is cited in C:\ProgramData\SolarWinds\Logs\SEUM\AgentService.log.
  • A WPM Player location appears as Down in the Orion Platform, or the status intermittently switches between Up and Down.
  • "Location not responding" entries appear in SEUM.Jobs.log files typically stored C:\ProgramData\SolarWinds\Logs\SEUM\.

If navigation to a URL takes too long or times out, open the browser's Development Tools (DevTools) network tab, and determine if the SSL portion consumes most of the navigation request. If so, the following details may be helpful: 

  • Check if the WPM Player location has a pure Internet connection, of if communication is blocked by a firewall.
  • Communication delays may be related to the Automatic Root Certificates Update component (© 2021 Microsoft Corp., available at docs.microsoft.com, obtained on June 24, 2021). This component checks the list of trusted authorities on the Microsoft Windows Update Website. A list of trusted root Certification Authorities (CAs) stored on the local computer. When an application is presented with a certificate issued by a CA, it checks the local copy of the trusted root CA list.
    • If the certificate is not in the list, the Automatic Root Certificates Update component contacts the Microsoft Windows Update Web site to see if an update is available.
    • If the CA was added to the Microsoft list of trusted CAs, its certificate is added to the trusted certificate store on the computer.

    When an application is presented with a certificate issued by a CA, it inspects the local copy of the trusted root CA list. If the certificate is not in the list, the Automatic Root Certificates Update component checks the Windows Update website for available updates. If the CA was added to the Microsoft list of trusted CAs, its certificate is automatically added to the trusted certificate store on the system hosting the WPM Player.

    You can use the Windows CAP12 Diagnostics Event Viewer to determine which sites are blocked and then disable the firewall rule that blocks them. (© 2021 Microsoft Corp., available at social.technet.microsoft.com, obtained on June 24, 2021)

  • When the WPM Playback Player service spawns a WPM Worker process to run a transaction step, the service waits for a specific amount of time for the worker process to establish inter-process communication by opening a WCF channel. That time is limited in different ways, in different versions of WPM.
    • In WPM 2020.2.4 and earlier, the timeout was hardcoded at 30 seconds. If the WPM Playback Player service exceeded the timeout, another worker process was spawned. Customers that could not upgrade were advised to disable Automatic Root Certificate updates.
    • In WPM 2020.2.5 and later, a workerConnectTimeout value was added to the SolarWinds.SEUM.Agent.Service.exe.config file on remote systems, typically stored in C:\Program Files (x86)\SolarWinds\Orion\SEUM\Player. The timeout is now 90 seconds and you can adjust the default value for workerConnectTimeout, 90000.
  • Root CA Trusted List (CTL) issues can prevent a worker process from opening a WCF channel if the process cannot use the local cache of CTL for reasons such as:

    • The CTL cache at the system level expired and cleared, or
    • The cache is empty because the WPM Player location lost its internet connection.

The WPM Player Settings tool or the SolarWinds Domain Account Configuration Tool displays the following message: Unable to load player settings from Agent Service. An error occurred while sending the request.

Starting in WPM 2020.2.6, the SolarWinds WPM Playback Player service must be running to support both of these WPM tools. Launch the Orion Service Manager from the Windows Start menu to restart that service, if necessary.

Transactions with wait times cause timeout errors.

If a transaction includes wait times for text validation or Image Match but timeout errors 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.

Screenshots consume excess space on the Orion database server.

During transaction playback, WPM Worker processes capture a screenshot for each step in a transaction.

  • Screenshots for failed steps are sent to the Orion database so they can be included in related WPM alerts. To display those screenshots in the Orion Web Console, navigate to the Transactions Details view and scroll to the Screenshots of Last 10 Step Failures widget.
  • Screenshots for successful steps are saved to a SQLite database on the system that hosts the WPM Player service. If you examine transaction steps in the Orion Web Console (as described above), agent workers transfer related screenshots to the Orion database server so they appear in widgets.

For each system that hosts a WPM Player, you can adjust screenshot settings in config files stored in C:\Program Files (x86)\SolarWinds\Orion\SEUM\Player, by default.

  • SolarWinds.SEUM.Agent.Worker.exe.config
    • saveScreenshotsToLocalDirectory="false"
  • SolarWinds.SEUM.Agent.Service.exe.config
    • saveScreenshotsToLogDirectory="false"
    • includeCurrentScreenshotInResults="false"
    • includeFailedScreenshotInResults="true"

See also Include a screenshot in an email alert for a failed transaction step.

The internal database on the WPM Player expands and blocks playback on a remote system.

As transactions play at scheduled intervals, WPM saves screenshots and playback results to a SQLite database on the remote system. Depending on the number and complexity of assigned transactions, the database file can grow rather large in the following default location: c:\ProgramData\SolarWinds\SeUM\Data\AgentStorage.s3db

If the file size grows too large (for example, over 2 GB), playback results may not be correctly transferred to the Orion server. This can happen due to a slow network connection 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.

To resolve this issue, you can:

  • Edit screenshot settings in SolarWinds.SEUM.Agent.Service.exe.config on the remote system.
  • Adjust database retention settings for the SQLite database on the remote system
  • Edit scheduled intervals for transaction playback in the Orion Web Console.

If your environment includes SolarWinds SAM, you can use the SolarWinds Web Performance Monitor (WPM).apm template to monitor the size of the internal WPM Player database.

WPM Player cannot play a transaction due to SEUM-User account permissions.

When the WPM Player simulates end-user activity 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 account 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:

  • By default, the WPM Player on the Orion server includes 2 SEUM-User accounts and WPM Players deployed to remote systems include 7 accounts. You can add up to 15 SEUM-User accounts, but the recommended limit is 12, based on aspects of the host system such as CPU and RAM.
  • 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 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:

  1. Check if the SEUM-User account has permissions to log on locally.
  2. 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.

To learn more about SEUM-User accounts, WPM worker processes, and configuring WPM account permissions, see the WPM Getting Started Guide and Manage SEUM-User accounts in WPM.

"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.

WPM Player does not work after Windows 10 upgrade.

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 created in the Deprecated WPM Recorder 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.

  1. 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.
  1. 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
  1. Reinstall the WPM Player and restore *.config files, if necessary.

On macOS systems, configuration files are stored here: /Contents/Resources/WPM Recorder.exe.config

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.

WPM screenshots are smaller than the size of the Deprecated WPM Recorder window.

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.

  1. Resize the webview to the desired size.
  2. Click Record to start capturing steps.
  3. Type about:blank in the address bar and click OK to navigate to a blank page.
  4. Click X,Y Capture Mode to enable it.
  5. Click anywhere in the top left corner of the webview.
  6. Click X,Y Capture Mode again to disable it.
  7. Enter the URL where you want to record steps and click OK.
  8. 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:

  1. Log into the remote system.
  2. From the Windows Start menu, open the Local Security Policy app.
  3. Expand Local Policies and click User Rights Assignment.
  4. Double-click Allow log on locally.
  5. Click Add User or Group.
  6. (Recommended) Add all SEUM users to the local 'Administrators' group.
  7. Click OK and then OK to save your changes and close the Properties window.

To adjust User Account Control (UAC) settings:

  1. Log into the remote system.
  2. Open the Local Security Policy app.
  3. Expand Local Policies and click Security Options.
  4. Scroll down and double-click "User Account Control: Run all administrators in Admin Approval Mode".
  5. On the Local Security Setting tab, click Enabled and then click Apply.
  6. 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 numWorkerProcesses value 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.

WPM Players migrated to new systems don't work.

See Troubleshoot WPM Player migration in the WPM Getting Started Guide. Related Success Center articles include:

The following message appears during playback: [SolarWinds.SEUM.Agent.Worker.exe][3] ERROR SolarWinds.SEUM.PingdomRunner.Player - ERROR, System.IO.IOException: The directory name is invalid.

Restart the system that hosts the WPM Player. If that doesn't resolve the issue, verify that the TEMP or TMP environment variable for the SEUM-User-# or domain account used to run the worker process exists.

Collect diagnostic logs for WPM playback issues

Before contacting SolarWinds Support to troubleshoot playback issues, follow these steps to collect details that can reduce the time required to resolve your issue.

The default location for WPM log files in Windows is C:\ProgramData\Solarwinds\Logs\SEUM. Click here to find WPM log files in macOS. You can also gather macOS crash reports (© 2020 Apple Corp., available at support.apple.com, obtained on December 14, 2020).

To collect diagnostic logs on Windows systems:

  1. (Recommended) In the Orion Web Console, unmanage all transactions at the WPM Player location or move assigned transactions to another WPM Player location.
  2. Log into the Orion server or the remote system, depending on where playback issues occur.
  3. To reduce the size of diagnostics files, clear all files and folders in the WPM log directory located at C:\ProgramData\Solarwinds\Logs\SEUM
  4. Skip any files currently in use by WPM, if prompted.

  5. On Windows systems, 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

  6. Wait an hour, or as much time as needed for the transaction to fail at least once.

  7. To collect diagnostics on Windows systems to send to Support, you can either:
    • Run Orion Diagnostics from the Windows Start Menu,
    • Run 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.
  8. To avoid disk space issues, return to the SolarWinds Log Adjuster to turn off DEBUG. Click Reset to default > Apply.
  9. Export the recording you are having trouble with.
  10. 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.

  11. 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 screenshot of the Transaction Details widget.

Locate Web Transaction Recorder log files on macOS systems

To find Web Transaction Recorder log files on a macOS system:

  1. In the Finder window, navigate to the Applications location
  2. Right-click the WPM Recorder icon to open its context menu.

  3. Click Show Package Contents.

Note the following details about default macOS file locations:

  • The recorder configuration file is located here: /Contents/Resources/WPM Recorder.exe.config
  • The recorder log file is located here: ~/Library/Logs/WPM Recorder/WPMRecorder.log

You can also gather macOS crash reports (© 2020 Apple Corp., available at support.apple.com, obtained on December 14, 2020).

Monitor WPM logfiles with SolarWinds SAM

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.