App Visibility - Receiving "Data might be missing or incorrect because at least one of the App Visibility components was not accessible." message when viewing an application in TrueSight Presentation Server (TSPS) console

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    PRODUCT:

    TrueSight App Visibility Manager Server


    COMPONENT:

    App Visibility Portal


    APPLIES TO:

    App Visibility Portal App Visibility Collector(s) App Visibility Proxy App Visibility Agent for Java App Visibility Agent for .NET Synthetic Transaction Execution Adapter (TEA) Agent



    PROBLEM:

    When viewing an application in the TrueSight Presentation Server (TSPS) console, the following message appears at the top of the TSPS console:

    Data might be missing or incorrect because at least one of the App Visibility components was not accessible.


    CAUSE:

    This message indicates that one or more of the App Visibility components are not accessible for this application within the last 24 hours. It does not necessarily mean that the problem occurs right now.


    SOLUTION:

    Below are the App Visibility components:

    - App Visibility Portal
    - App Visibility Collector(s)
    - App Visibility Proxy
    - App Visibility Agent for Java
    - App Visibility Agent for .NET
    - Synthetic Transaction Execution Adapter (TEA) Agent

    To troubleshoot this issue, perform the following steps:

    Step 1) In the TSPS console, go to Administration (located on the left menu) and then click Components.  Confirm if the App Visibility Portal is connected and online.

    Step 2) In the TSPS console, go to Administration (located on the left navigation) and click App Visibility Agents.  Confirm if the App Visibility Agents are connected and online.

    Step 3) Log into the App Visibility Portal console and confirm the following components are connected and online:

    - App Visibility Collector(s)
    - App Visibility Proxy
    - App Visibility Agent for Java
    - App Visibility Agent for .NET
    - Synthetic Transaction Execution Adapter (TEA) Agent

    If anyone of the above components are offline/disconnected then investigate the root cause of that component.

    If the "Data might be missing or incorrect because at least one of the App Visibility components was not accessible." message is still present after confirming all of the components are connected and online then please send the following items to BMC Support to troubleshoot this issue further:

    Item 1) On the server with TrueSight Presentation Server (TSPS), go to the \TrueSightPServer\truesightpserver\logs directory and send the following files:

    App-Visibility.log
    TrueSight.log

    Item 2) In the TSPS console, go to Administration (located on the left menu) and then click Components.  Send a screen shot of this screen.

    Item 3) In the TSPS console, go to Administration (located on the left navigation) and click App Visibility Agents.  Send a screen shot of this screen.

    Item 4) Log into the App Visibility Portal console and click the Zip & Download button.  Send the .zip file.


    Article Number:

    000138177


    Article Type:

    Solutions to a Product Problem



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