APMInsight - .NET Agent Data Collection - KB
Overview
📌 Note: For any onboarding or agent installation-related issues, please refer to the APM Insight .NET Agent Onboarding KB.
This document provides a step-by-step guide to troubleshoot the data collection issue with the APM Insight .NET Agent. It includes environment prerequisites, connectivity validation, licensing checks, and corrective actions for common failure scenarios where the monitor shows "UP but no data" or "DOWN with no data collection."
Prerequisites
Please note that restart of your application is necessary (i.e. IISRESET cmd execution for IIS sites, restart for windows service & desktop apps) to start monitoring after agent installation
Prerequisites 1. Environment should aligns with our agent's supported components
To verify the environment, Run following cmd using windows powershell administrator mode
Get-ChildItem 'HKLM:\SOFTWARE\Microsoft\NET Framework Setup\NDP' -Recurse | Get-ItemProperty -Name Version, Release, SP -ErrorAction SilentlyContinue | Where-Object { $_.PSChildName -match '^(?!S)\p{L}'} | Select-Object PSChildName, Version, SP, Release- Confirm that .NET Framework v3.0 listed and has SP ≥ 1
- Confirm .NET Framework v4 (Full) listed and has Release ≥ 378389
If the prerequisites are met but the agent (.msi) installation still fails:
- Recheck prerequisites and try the `Installation via command line`.
- If issue still persists, locate the `apm_install.log` file in the installation directory & send the log file to appmanager-support@manageengine.com for further assistance.
Prerequisites 2. Network and Firewall
Outbound communication from the agent-installed machine to the Applications Manager (Host and Port) should be allowed — either directly or via a proxy.
To verify connectivity:
1. Get the configured the "Apm Endpoint Urls" from APM Insight .NET Agent Configuration tool
2. Open the same URL in a browser on the agent-installed machine and confirm it loads.
3. Run the below PowerShell command (as Administrator) using the same “Apm Endpoint Url”
add-type 'using System.Net;using System.Security.Cryptography.X509Certificates;public class TrustAllCertsPolicy : ICertificatePolicy {public bool CheckValidationResult(ServicePoint a,X509Certificate b,WebRequest c,int d){return true;}}';[System.Net.ServicePointManager]::CertificatePolicy=New-Object TrustAllCertsPolicy;(Invoke-WebRequest -Uri '<Apm_EndPoint_Urls>/index.do').Content -split "`n" | Where-Object {$_ -match 'Applications Manager'}
and verify the output must contain the text "Applications Manager" as below screenshot:
4. If the output does NOT contain "Applications Manager", configured endpoint is incorrect or network/firewall is blocking communication.
- Ensure the correct endpoint is configured.
- Ensure the network and firewall configuration allows communication from this APM Insight .NET agent installed machine to the Application Manager
- If a proxy is used, specify the "Proxy Authentication" → Behind Proxy in the "Edit APM Insight .NET Agent Configuration" tool
5. After updating the settings, restart the application and the APM Insight .NET Agent service for the changes to take effect.
Prerequisites 3. Application user should have full permissions over the agent directory - C:\ProgramData\DotNetAgent & C:\ProgramData\DotNetCoreAgent
To verify the application user permission,
1. Open Task Manager → Details tab
2. Locate your target application process: w3wp.exe for IIS app, <service_name>.exe for services, or the main executable for desktop apps.
3. Note the "User name and Go to the above folder (C:\ProgramData\DotNetAgent & C:\ProgramData\DotNetCoreAgent) → Properties → Security.
4. Confirm the user/group (e.g., IIS_IUSRS, SYSTEM, or service account) has Read & Write permissions.
5. If missing permissions, click Edit → Add → [User Name] → Allow Read & Write permissions, then restart the application and check.
Prerequisites 4. Competitor agent of other tools like (E.g Dynatrace, AppDynamics, etc..) should be removed before installing our agent.
Follow this steps to identify and resolve conflicts between other APM products and the APM Insight .NET agent.
Prerequisites 5. SharePoint/Multi-Domain environment: Specific configuration changes required due to security concerns in these environments.
Follow this steps to identify the SharePoint/Multi-Domain environment and configure the "Support Multi-Domain Applications" checkbox
Scenarios & Troubleshooting
Scenario1: Monitors shows "DOWN" & No data collection
Could not connect to the host
Configured "APM Endpoint Urls" - Application Manager Endpoint might not reachable from the agent installed machine. i.e. Sometime outbound communication for Applications Manager host might be modified or restricted from the agent installed machine — either directly or via a proxy.
To verify connectivity:
1. Get the configured the "Apm Endpoint Urls" from APM Insight .NET Agent Configuration tool
2. Open the same URL in a browser on the agent-installed machine and confirm it loads.
3. Run the below PowerShell command (as Administrator) using the same “Apm Endpoint Url”
add-type 'using System.Net;using System.Security.Cryptography.X509Certificates;public class TrustAllCertsPolicy : ICertificatePolicy {public bool CheckValidationResult(ServicePoint a,X509Certificate b,WebRequest c,int d){return true;}}';[System.Net.ServicePointManager]::CertificatePolicy=New-Object TrustAllCertsPolicy;(Invoke-WebRequest -Uri '<Apm_EndPoint_Urls>/index.do').Content -split "`n" | Where-Object {$_ -match 'Applications Manager'}
and verify the output must contain the text "Applications Manager" as below screenshot:
4. If the output does NOT contain "Applications Manager", configured endpoint is incorrect or network/firewall is blocking communication.
- Ensure the correct endpoint is configured.
- Ensure the network and firewall configuration allows communication from this APM Insight .NET agent installed machine to the Application Manager
- If a proxy is used, specify the "Proxy Authentication" → Behind Proxy in the "Edit APM Insight .NET Agent Configuration" tool
5. After updating the settings, restart the application and the APM Insight .NET Agent service for the changes to take effect.
License Expired
"APM Insight .Net Add-On" license might got expired or addon licensed not enabled on the Applications Manager.
To verify:
1. Open the "APM Insight .NET Agent Health monitor" tool
2. Navigate to the "IIS Applications" tab for IIS sites OR "Windows Service and Apps" for Windows Service & Desktop apps
3. Check the app monitoring status appears as "LicenseExpired" state.
To re-establish the Application monitoring:
1. Apply & Ensure the "APM Insight .Net Add-On" licensing enabled to allow .NET app monitoring on the Applications Manager.
2. From the "APM Insight .NET Agent Health monitor" tool, Click "Fix it" → Yes
Applications Marked as Unmanaged/Suspended
A monitor may appear as Unmanaged or Suspended when:
- It was manually Unmanaged or Suspended from the Applications Manager, or
- No agent communication for continuous 5 mins(default) which common in Azure/AWS/GCP/Docker/Kubernetes environments where instances stop/restart or scale down.
To verify,
1. Open the "APM Insight .NET Agent Health monitor" tool
2. Navigate to the "IIS Applications" tab for IIS sites/"Windows Service and Apps" for Windows Service & Desktop apps
3. Check the app monitoring status appears as "Suspended" state.
To Manage/Activate the manually Unmanaged/Suspended monitors,
- From the Applications Manager, Navigate to the APM → [Your APM Insight Application/Instance] → Monitor Actions
- Click on Activate to start the data collections
For Auto-Suspended Monitors in Container / Cloud Environments (Docker/K8s/Azure/AWS):
- When a container/pod/instance is restarted, the old one becomes inactive.
- A new monitor is automatically created for the new instance.
- The old (inactive) monitors may show no data and will be removed automatically based on the retention period - 3 days(default). Refer here
Scenario2: Monitors shows "UP" but No data collection
No Active Traffic
1. The monitored application doesn't have active traffic/transactions performed in the chosen time window.
2. In such cases, make some transactions/traffic and check after some time.
Application might be renamed/moved
- If the respective application has replaced/renamed/moved in the IIS server, a new monitor instance might have been added and the old monitor would have no data to report. In such cases, kindly suspend (if historical data is required) or delete the monitor.
- Since the applications are mapped to their respective IIS paths, any change to the physical path of the application will require an update to the App Filters.
Application Crash
With agent installation, application might get crashed due to the incompatible Sharepoint/Multi-domain assembly environment apps or Unsupported DLLs methods
- Application Crash issue1: Incompatiblity for Sharepoint/Multi-domain assembly environment apps
- Follow this steps to identify the SharePoint/Multi-Domain environment and resolve this issue by enabling the "Support Multi-Domain Applications" option.
- Application Crash issue2: Unsupported DLLs methods instrumentation
- Follow this steps to identify and resolve the Unsupported DLLs methods crashing issue
Applications Marked as Unmanaged/Suspended
A monitor may appear as Unmanaged or Suspended when:
- It was manually Unmanaged or Suspended from the Applications Manager, or
- No agent communication for continuous 5 mins(default) which common in Azure/AWS/GCP/Docker/Kubernetes environments where instances stop/restart or scale down.
To verify,
1. Open the "APM Insight .NET Agent Health monitor" tool
2. Navigate to the "IIS Applications" tab for IIS sites/"Windows Service and Apps" for Windows Service & Desktop apps
3. Check the app monitoring status appears as "Suspended" state.
To Manage/Activate the manually Unmanaged/Suspended monitors,
- From the Applications Manager, Navigate to the APM → [Your APM Insight Application/Instance] → Monitor Actions
- Click on Activate to start the data collections
For Auto-Suspended Monitors in Container / Cloud Environments (Docker/K8s/Azure/AWS):
- When a container/pod/instance is restarted, the old one becomes inactive.
- A new monitor is automatically created for the new instance.
- The old (inactive) monitors may show no data and will be removed automatically based on the retention period - 3 days(default). Refer here
Still Issues persists?
If still encounter with app data collection failure, contact appmanager-support@manageengine.com (for existing customers) or eval-itom@manageengine.com (for trial users) along with updated Agent diagnostics for further assistance
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