Overview

Troubleshooting Steps

Step 1 - Check Endpoint Accessibility from the Applications Manager Installed Server

• Azure: https://management.azure.com
• AWS: https://monitoring.us-east-1.amazonaws.com

                                                         

• Azure: Microsoft Azure FAQ – Hosts and Ports
• AWS: Amazon Add Monitor – Hosts and Ports

Note: This step only checks whether the endpoint is reachable from the server. A successful response (even an authentication error or a JSON response) confirms that the endpoint is accessible - proceed to Step 2. If the browser returns a connection timeout, DNS resolution failure, or a proxy error, the endpoint is not reachable - proceed to Step 3.

Step 2 - Check Proxy Configuration in Applications Manager

1. In Applications Manager, navigate to Settings → Proxy Server Settings.
2. Verify the following:
   • If a proxy is configured, ensure the proxy server address, port, and credentials (if applicable) are correct.
   • If a proxy is required to reach cloud endpoints, ensure the cloud API endpoints are not in the No Proxy list (bypass list), so that traffic is correctly routed through the proxy.
   • If the server accesses the internet without a proxy, ensure that no proxy is configured in Applications Manager. If a proxy is configured for other purposes but is not needed for cloud endpoints, add the cloud API endpoints to the No Proxy list - endpoints in this list bypass the proxy and connect directly.
3. After verifying and updating the proxy settings, poll the monitor to check if data collection resumes.

Note: The browser and Applications Manager may use different proxy/network configurations on the same server. The browser typically uses system-level or browser-specific proxy settings, whereas Applications Manager uses its own proxy configuration. This difference is the most common cause of such errors. Confirm with your network or IT team whether a proxy is required to access external endpoints from the Applications Manager installed server.

Step 3 - Endpoint Not Accessible from the Applications Manager Installed Server

1. Network Connectivity: Verify that the Applications Manager server has network connectivity to the internet or the required cloud endpoint.
   • Try running nslookup management.azure.com from the server to confirm the hostname resolves to an IP address. If the hostname resolves successfully, it confirms DNS is working and basic network path exists.
   
2. Firewall or Network Policy: Check if a firewall rule, security group, or network policy is blocking outbound connections to the cloud API endpoint from the Applications Manager server.
   • Coordinate with your network or IT team to ensure the required hosts and ports are allowed. Refer to the host and port list in Step 1 above or the Additional References section.
3. DNS Resolution: If nslookup fails to resolve the hostname, DNS resolution is not working correctly on the Applications Manager server.
   • Check the DNS server configuration on the server.
   • Verify with your network or IT team that the DNS server can resolve external hostnames.
4. Proxy Requirement: If the endpoint is only accessible via a proxy, ensure the proxy is configured correctly in Applications Manager.
   • Refer to Step 2 above to verify and configure proxy settings.

Note: After making any network, firewall, DNS, or proxy changes, poll the monitor in Applications Manager to verify that data collection resumes successfully.

Still Facing Issues?

Step 1 - Enable Debug Logging

1. In Applications Manager, enable the following logging options:
   1. Go to Settings → Logging → General Logging → Select Print all logs.
   2. Go to Settings → Performance Polling → Cloud tab → Enable Log API Responses. This captures the raw API response and helps identify the exact error returned by the cloud provider.

Step 2 - Poll the Monitor

1. Navigate to the affected monitor's details page and click the Poll Now button to trigger a manual poll.
2. Wait for data collection to complete fully before proceeding. Do not trigger another poll or restart the application during this time.

Step 3 - Generate the Support Information File (SIF)

1. Once data collection is complete, generate and download the Support Information File (SIF) from Applications Manager:
   • Go to Settings → Support → Create SIF.
   • The SIF bundles all relevant logs, configuration details, and API responses needed for analysis.

Step 4 - Share the Following

Share the following details with Applications Manager support:

• A screenshot of the monitor page.
• A screenshot of the browser accessibility check result from the Applications Manager installed server (from Step 1).
• The proxy configuration details in Applications Manager (if proxy is configured).
• The generated SIF file.

Additional References