From be1c7e50e1e8809ea56f2c9d472eccd8ffd73a97 Mon Sep 17 00:00:00 2001 From: Daniel Baumann Date: Fri, 19 Apr 2024 04:57:58 +0200 Subject: Adding upstream version 1.44.3. Signed-off-by: Daniel Baumann --- .../troubleshooting-agent-with-cloud-connection.md | 147 +++++++++++++++++++++ 1 file changed, 147 insertions(+) create mode 100644 docs/guides/troubleshoot/troubleshooting-agent-with-cloud-connection.md (limited to 'docs/guides/troubleshoot/troubleshooting-agent-with-cloud-connection.md') diff --git a/docs/guides/troubleshoot/troubleshooting-agent-with-cloud-connection.md b/docs/guides/troubleshoot/troubleshooting-agent-with-cloud-connection.md new file mode 100644 index 00000000..9c69ee91 --- /dev/null +++ b/docs/guides/troubleshoot/troubleshooting-agent-with-cloud-connection.md @@ -0,0 +1,147 @@ +# Troubleshoot Agent-Cloud connectivity issues + +Learn how to troubleshoot connectivity issues leading to agents not appearing at all in Netdata Cloud, or +appearing with a status other than `live`. + +After installing an agent with the claiming token provided by Netdata Cloud, you should see charts from that node on +Netdata Cloud within seconds. If you don't see charts, check if the node appears in the list of nodes +(Nodes tab, top right Node filter, or Manage Nodes screen). If your node does not appear in the list, or it does appear with a status other than "Live", this guide will help you troubleshoot what's happening. + + The most common explanation for connectivity issues usually falls into one of the following three categories: + +- If the node does not appear at all in Netdata Cloud, [the claiming process was unsuccessful](#the-claiming-process-was-unsuccessful). +- If the node appears as in Netdata Cloud, but is in the "Unseen" state, [the Agent was claimed but can not connect](#the-agent-was-claimed-but-can-not-connect). +- If the node appears as in Netdata Cloud as "Offline" or "Stale", it is a [previously connected agent that can no longer connect](#previously-connected-agent-that-can-no-longer-connect). + +## The claiming process was unsuccessful + +If the claiming process fails, the node will not appear at all in Netdata Cloud. + +First ensure that you: +- Use the newest possible stable or nightly version of the agent (at least v1.32). +- Your node can successfully issue an HTTPS request to https://app.netdata.cloud + +Other possible causes differ between kickstart installations and Docker installations. + +### Verify your node can access Netdata Cloud + +If you run either `curl` or `wget` to do an HTTPS request to https://app.netdata.cloud, you should get +back a 404 response. If you do not, check your network connectivity, domain resolution, +and firewall settings for outbound connections. + +If your firewall is configured to completely prevent outbound connections, you need to whitelist `app.netdata.cloud` and `mqtt.netdata.cloud`. If you can't whitelist domains in your firewall, you can whitelist the IPs that the hostnames resolve to, but keep in mind that they can change without any notice. + +If you use an outbound proxy, you need to [take some extra steps]( https://github.com/netdata/netdata/blob/master/claim/README.md#connect-through-a-proxy). + +### Troubleshoot claiming with kickstart.sh + +Claiming is done by executing `netdata-claim.sh`, a script that is usually located under `${INSTALL_PREFIX}/netdata/usr/sbin/netdata-claim.sh`. Possible error conditions we have identified are: +- No script found at all in any of our search paths. +- The path where the claiming script should be does not exist. +- The path exists, but is not a file. +- The path is a file, but is not executable. +Check the output of the kickstart script for any reported errors claiming and verify that the claiming script exists +and can be executed. + +### Troubleshoot claiming with Docker + +First verify that the NETDATA_CLAIM_TOKEN parameter is correctly configured and then check for any errors during +initialization of the container. + +The most common issue we have seen claiming nodes in Docker is [running on older hosts with seccomp enabled](https://github.com/netdata/netdata/blob/master/claim/README.md#known-issues-on-older-hosts-with-seccomp-enabled). + +## The Agent was claimed but can not connect + +Agents that appear on the cloud with state "Unseen" have successfully been claimed, but have never +been able to successfully establish an ACLK connection. + +Agents that appear with state "Offline" or "Stale" were able to connect at some point, but are currently not +connected. The difference between the two is that "Stale" nodes had some of their data replicated to a +parent node that is still connected. + +### Verify that the agent is running + +#### Troubleshoot connection establishment with kickstart.sh + +The kickstart script will install/update your Agent and then try to claim the node to the Cloud +(if tokens are provided). To complete the second part, the Agent must be running. In some platforms, +the Netdata service cannot be enabled by default and you must do it manually, using the following steps: + +1. Check if the Agent is running: + + ```bash + systemctl status netdata + ``` + + The expected output should contain info like this: + + ```bash + Active: active (running) since Wed 2022-07-06 12:25:02 EEST; 1h 40min ago + ``` + +2. Enable and start the Netdata Service. + + ```bash + systemctl enable netdata + systemctl start netdata + ``` + +3. Retry the kickstart claiming process. + +> ### Note +> +> In some cases a simple restart of the Agent can fix the issue. +> Read more about [Starting, Stopping and Restarting the Agent](https://github.com/netdata/netdata/blob/master/docs/configure/start-stop-restart.md). + +#### Troubleshoot connection establishment with Docker + +If a Netdata container exits or is killed before it properly starts, it may be able to complete the claiming +process, but not have enough time to establish the ACLK connection. + +### Verify that your firewall allows websockets + +The agent initiates an SSL connection to `app.netdata.cloud` and then upgrades that connection to use secure +websockets. Some firewalls completely prevent the use of websockets, even for outbound connections. + +## Previously connected agent that can no longer connect + +The states "Offline" and "Stale" suggest that the agent was able to connect at some point in the past, but +that it is currently not connected. + +### Verify that network connectivity is still possible + +Verify that you can still issue HTTPS requests to app.netdata.cloud and that no firewall or proxy changes were made. + +### Verify that the claiming info is persisted + +If you use Docker, verify that the contents of `/var/lib/netdata` are preserved across container restarts, using a persistent volume. + +### Verify that the claiming info is not cloned + +A relatively common case we have seen especially with VMs is two or more nodes sharing the same credentials. +This happens if you claim a node in a VM and then create an image based on that node. Netdata can't properly +work this way, as we have unique node identification information under `/var/lib/netdata`. + +### Verify that your IP is not blocked by Netdata Cloud + +Most of the nodes change IPs dynamically. It is possible that your current IP has been restricted from accessing `app.netdata.cloud` due to security concerns, usually because it was spamming Netdata Coud with too many +failed requests (old versions of the agent). + +To verify this: + +1. Check the Agent's `aclk-state`. + + ```bash + sudo netdatacli aclk-state | grep "Banned By Cloud" + ``` + + The output will contain a line indicating if the IP is banned from `app.netdata.cloud`: + + ```bash + Banned By Cloud: yes + ``` + +2. If your node's IP is banned, you can: + + - Contact our team to whitelist your IP by submitting a ticket in the [Netdata forum](https://community.netdata.cloud/) + - Change your node's IP -- cgit v1.2.3