Step 1: Check the RUM Agent configuration

1. Real User Monitor requires the RUM Agent to be installed and mapped to the Applications Manager. Refer this help page to know how to setup RUM Agent for Real User Monitoring.
   
2. Follow the below steps to verify the connectivity with APM (Supported only from RUM Agent version 3.5 and above)
1. Access the RUM Agent web console by opening (http://agenthost:agentport) in a browser. Replace the agenthost and agentport with your RUM Agent host and port details.
   
2. Applications Manager connectivity status should be success. In case of any error, refer the below troubleshooting guide.

                              

1. Real User Monitoring in Applications Manager requires RUM script injection in the website monitored.
   
2. Make sure the RUM script shown in the RUM monitor details page in Applications Manager is injected properly in the webpage intended to be monitored. 
   
3. Verify if the RUM agent protocol, host name, port and App key are specified correctly in the RUM script injected.

(window,document,'$agentprotocol://$agenthost:$agentport/RUMScript.js?appKey=','apmr','$monitor_app_key');

1. "agentprotocol" - RUM Agent protocol 'http' or 'https' .
   
2. "agenthost" - Hostname or FQDN where the RUM Agent is installed.
3. "agentport" - Port number in which the RUM Agent is running. The port number should correspond to the agent protocol.
   
4. "monitor_app_key" - Unique key used to identify the monitor in Applications Manager. App Key can be seen in RUM monitor details page -> Copy Script tab.
1. Make sure the script injected in the application belongs to the respective monitor. In case of mismatch data will be pushed to another monitor. 

Step 3: Ensure the connectivity between the Client browser and RUM Agent

1. Open any browser and then open its developer tool by pressing F12, Click Networks tab and search for "rum" in the filter.
   
2. Access the webpage in which the RUM script is injected. Request for RUMScript.js can be seen.
   
3. If the RUMScript.js request fails, Verify the agent host and port details in the request.

Note: End users accessing the website monitored in Applications Manager should have access to the RUM Agent. If the website is accessible in internet, RUM Agent ports should also be opened in firewall.

                                                

1. Mixed content error: If the website monitored is accessed in HTTPS and the script injected points to RUM Agent HTTP port, Then browser will block the request with mixed content error.

                                                

 For this, Update the script injected in the application with RUM Agent HTTPS port and protocol to resolve the error.

(window,document,'https://$agenthost:$agenthttpsport/RUMScript.js?appKey=','apmr','$monitor_app_key'); 

1. Content security policy: If the web server has strict content security policy, browser will block the request with CSP error. Troubleshooting Guide.
   

                                                

1. If the RUMScript.js request is not seen, verify the script injection in the page monitored. Check if the Content security policy directive prevents the inline script. Troubleshooting Guide.

                                          

Step 4: Check the RUMScript.js response

1. Open any browser and then open its developer tool by pressing F12, Click Networks tab and search for "rum" in the developer tool.
   
2. Access the webpage in which the RUM script is injected.
   
3. Check for any error message in the RUMScript.js response. 
   
4. If error message is shown, Follow the next step to resolve the error.

Step 5: Troubleshoot using the error message

1. Check if Applications Manager is accessible from the machine where RUM Agent is installed.
   
2. Verify Applications Manager details provided in AppServer.properties file located under <RUMAgent_Home>/conf/ directory. 
3. Refer the KB to know how to change Applications Manager details in RUM Agent.
   
4. If Proxy is required to communicate with Applications Manager configure the same by referring the KB.
   

1. Make sure you use compatible version of RUM Agent for Applications Manager. Refer the download page to know the compatibility matrix.

1. Provide valid RUM API Key in AppServer.properties by referring the KB.
   
2. RUM API Key will present in Settings -> REST API -> Real User Monitor in Applications Manager.
   

1. Real User Monitor is not supported in Free edition of Applications Manager. You need to purchase an license or use a trial edition of Applications Manager.

1. You need to purchase an RUM add-on for enabling RUM data collection. Refer the help page for pricing details.

1. Internal server error has occurred.  Contact out support team to resolve the issue.

1. We allow only certain amount of page views per month based on the license purchased.
   
2. When the page views have exceeded the limit allowed per month, PAGE VIEWS QUOTA EXCEEDED message will be shown and data collection will be stopped.
   
3. Page views used count will be reset to zero on every month start.
   
4. Data collection will begin once page views used count is reset.

Purchase license based on your customer base to avoid above case.

1. Restart RUM Agent and check again.
2. Above message will be shown when RUM Agent is trying to fetch monitor details from Applications Manager on RUM Agent startup. Wait till RUM Agent fetches RUM monitor details from the Applications Manager.
   
3. Above message can also be seen when the respective monitor is deleted in Applications Manager or the key has been modified in the script injected in the webpage.
   
1. Note down the RUM monitor key from the script displayed in respective monitor details page in Copy Script Tab. Sample key AfHowG5D62YOiWQHXp84DpV8eC2waN2E10000217. Search for the same key in the script injected in the web page. If the key has been modified, replace it with the exact key shown in respective monitor details page in Copy Script Tab.

Note : If the RUM monitor is mapped to specific RUM Agent, data collection will happen only in that specific agent.

Note: After making above changes if the data collection did not begin, restart RUM Agent once and check the issue.

X Dont's

1. Placing multiple scripts in the same webpage. It will affect RUM data collection.
   
2. Placing same script in multiple webpages. It will populate multiple webpage data in single monitor from where the script was taken.
   
3. Don't keep Applications Manager server down for long time. Applications Manager should be up for continuous data collection.

1. RUM Agent FAQS
   
2. How to get ISP data in Real User Monitor?
   
3. How to enable HTTPS connection between end user and RUM Agent?