R10. FAQ and Troubleshooting
Diátaxis: Reference (a dictionary to look things up in) · Audience: operators / administrators ← Back to contents
This gathers the situations met most often while using the console, and the order in which to check things. Each item links to the relevant guide.
The keyboard shortcuts are gathered separately in R9. Keyboard Shortcuts.
Frequently Asked Questions
Q. A menu is not visible. Most often it is a permission problem. Alert Policy, SLA Setting, Operations Reports, group permission management, and Settings (apart from Guide & Downloads) are administrators only and are not visible to an ordinary account. Check the permissions of the user group you belong to → H18.
Q. A chart is empty. Check in this order.
- Whether a target (group/host/instance) is selected -- if a lower level is narrowed wrongly, set it to All → H1
- Whether the period is fixed in the past -- set it to real time → H2
- Whether the agent is connected on that instance → H20
Q. The date looks a day out. Dates and times are based on the user profile time zone plus the server time. Check the time zone under the user menu at the top right ▸ Profile. If it still looks wrong it may be a server time problem, so ask an administrator → H2.
Q. No alert arrives. The recipients or channel of the policy may be empty, or the channel (email and so on) may not be configured. Also, WAS and server alerts with no individual policy follow the recipients of the default policy (heap, CPU) → H15. Whether the route is alive can be checked with the test event in H15. Testing the Alert Path.
Q. The same alert keeps arriving. Reduce it with mute (the same kind only), pause alarms (everything), or the policy's resend prevention → H16.
Q. The AI (diagnosis) button is not visible. An administrator has turned the AI features off (Cogent AI in Settings). Ask an administrator → H14.
Q. The response is slow -- where do I start? Tracing one slow request all the way through is fastest → T2. By type of cause, see H6 (SQL and external calls), H7 (memory), H8 (the database pool), and H10 (CPU and disk).
The Order to Check When a Screen Is Empty
"The chart or data is not visible" is resolved within the four steps below in most cases.
- Permission -- is it an administrators-only screen? → H18
- Target -- is the group or instance selected correctly in the selector? Set the lower levels to All → H1
- Period -- is it real time, or fixed in the past? → H2
- Agent -- is that instance connected and sending data? → H20
If this does not resolve it, check the agent and system events at the same time of day in the event list (R3), and ask an administrator or support if needed.
If You Need More Help
- Enquiries: https://www.openmaru.io/support/
- Downloading agents and documents: Settings ▸ Guide & Downloads → R6