Step 1: Verify the RUM Agent configuration

1. Access the RUM Agent web console by navigating to http://agenthost:agentport in your browser. Replace the <agenthost> and <agentport> with your RUM Agent's host and port details.
   
2. Check the connectivity status. It should be displayed as successful.
   
     

In case of any error, refer to the troubleshooting guide below.               

Step 2: Verify the RUM script injection

Real User Monitoring in Applications Manager requires the RUM script to be injected into the monitored website.

Ensure that the RUM script displayed on the RUM monitor details page in Applications Manager is correctly added to the webpage you intend to monitor. 

Verify that the following parameters are specified correctly in the RUM script:

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 the RUM monitor details page -> Copy Script tab.
   

Sample snippet:

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

Ensure that the script injected into the application belongs to the respective monitor. In case of a mismatch, data will be pushed to another monitor. 

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

1. Open any browser and launch the Developer's tool (F12).
   
2. Click on the Networks tab, and search for the keyword "RUM".
   
3. Access the webpage in which the RUM script is injected. 
   

You should be able to see a request for RUMScript.js.

1. If the request fails, verify that the RUM Agent host and port details in the script are correct.
2. If the request is not present, recheck whether the RUM script is properly injected into the webpage.
   

Please note: Ensure that End Users accessing the website also have access to the RUM Agent.

If the website is accessible over the internet, the RUM Agent port should be open in the firewall.

                
           

Resolution: Update the script injected in the application with RUM Agent HTTPS port and protocol to resolve the error.

Sample snippet:

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

Resolution:

1. Ensure the CSP configuration allows requests to the RUM Agent.
   
2. Verify that inline scripts are not restricted by CSP directives. 
   
3. Refer to the troubleshooting guide for more information.
   
                
     
   

Step 4: Check the RUMScript.js response

1. Open any browser and launch the Developer's tool (F12).
2. Click on the Networks tab, and search for the keyword "RUM".
3. Access the webpage in which the RUM script is injected.
   
4. Check for any error message in the RUMScript.js response. 
   
   

Step 5: Troubleshoot using the error message

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

1. Ensure that the RUM Agent version is compatible with Applications Manager.
   
2. Refer to the download page to know the compatibility matrix.
   

1. Provide a valid RUM API Key in AppServer.properties by referring to this KB.
   
2. The REST API Key is available under: Settings → REST API → Real User Monitor in Applications Manager.
   

1. Real User Monitor is not supported in the free edition of Applications Manager.
   
2. Upgrade to a licensed or a trial edition of Applications Manager.
   

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

1. An internal server error has occurred.  Contact our support team to resolve the issue.

1. We allow only a certain number of page views per month based on the license purchased.
   
2. When the page views have exceeded the limit allowed per month, the 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 the page views used count is reset.

Make sure you purchase a license based on your customer base to avoid the above case.

1. Restart the RUM Agent and check again.
2. This may occur when:
   
1. The agent is still fetching monitor details during startup.
2. The monitor has been deleted in Applications Manager.
3. The app key in the injected script has been modified.

1. Copy the correct key from the Copy Script tab in the monitor details page.
2. Ensure the same key is used in the webpage script.
   

Note: If the monitor is mapped to a specific RUM Agent, data collection will occur only through that specific agent.

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

Don'ts:

1. Adding multiple RUM scripts to the same webpage (can disrupt data collection)
2. Using the same script across multiple webpages (can mix data across monitors)
3. Keeping the Applications Manager server down for extended periods

Still facing issues?

If the problem persists, contact our support team along with the following details:

1. Zip file of <RUMAgent_Home>/logs folder.
2. Share the latest Support Information File (SIF) from Applications Manager, with the "Print all logs" option enabled. To do this, go to Settings > Logging, and choose "Print all logs".
   

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