What Information to Collect for Anypoint Runtime Manager case

Server Status

1) Follow troubleshooting steps
KB: ARM Unexpected Server Status Troubleshooting Guide

2) Create a Support case with the information below
- Screenshot (Full screen including URL bar)
- Timestamp and Timezone when you see the problem
- Log files under $MULE_HOME/logs
- Config files under $MULE_HOME/conf
- Runtime version
- Agent version
 

Metric

1) Check Known Issues
- Search for KB by using your search keywords KB Search Link

2) Create a Support case with the information below
- Screenshot (Full screen including URL bar)
- Log files under $MULE_HOME/logs
- Config files under $MULE_HOME/conf

3) After narrowing down the problem, check these KBs for further troubleshooting
- KB: How to troubleshoot communication issues between the Mule Runtime Agent and the OnPrem server
- KB: How to retrieve HTTP archive files (HAR)

amc_setup

1) Check Known Issues
- Search for KB by using your search keywords KB Search Link

2) Create a Support case with the information below
- amc_setup output log
- Runtime version
- Agent version
- DEBUG enabled log for amc_setup, see KB: How to Enable SSL Debug on amc_setup Script

Application Status

1) Follow troubleshooting steps
KB: ARM Unexpected Server Status Troubleshooting Guide

2) Create a Support case with the information below
- Screenshot (Full screen including URL bar)
- Timestamp and Timezone when you see the problem
- Log files under $MULE_HOME/logs
- Config files under $MULE_HOME/conf
- Runtime version
- Agent version
 

Cluster Creation

1) Check Prerequisites
- Check document Create Clusters in Runtime Manager - Restrictions to check if all the prerequisites are met

2) Check Known Issues
- KB: Create Cluster Fails with "Provided license has no entitlement to use clustering"
- Check if Agent certificate is not expired, see KB: How to check Mule Agent certificate expiration date
- Check if Ports, IP Addresses, and Hostnames to Allow is not blocked
- Check generic Cluster creation issues, see KB Create Cluster Fails
- Search for other KB by using your search keywords KB Search Link

3) Create a Support case with the information below
- Screenshot (Full screen including URL bar)
- Log files under $MULE_HOME/logs
- Config files under $MULE_HOME/conf
- Runtime version
- Agent version

4) After narrowing down the problem, check these KBs for further troubleshooting
- KB: How to retrieve HTTP archive files (HAR)
 

Cluster Communication Issue

1) Follow troubleshooting steps
KB: Get error "Communication issues detected" in Runtime Manager in your cluster configuration

2) Create a Support case with the information below
- Screenshot (Full screen including URL bar)
- Timestamp and Timezone when you see the problem
- URLs (will give org id, environment id, cluster id, server id)
   + cluster details page url showing cluster url
   + server/node details page url 
- Log files under $MULE_HOME/logs
- Config files under $MULE_HOME/conf
- Runtime version
- Agent version
 

3) After narrowing down the problem, check these KBs for further troubleshooting
- KB: How to Enable Wire Logging for Mule Agent
- KB: How to Capture Network Traffic Between Two Systems Using Tcpdump/WinDump Tool
 

Websocket connectivity

1) Check Known Issues
- Check if Agent certificate is not expired, see KB: How to check Mule Agent certificate expiration date
- Check if Ports, IP Addresses, and Hostnames to Allow is not blocked
- Search for other KB by using your search keywords KB Search Link

2) Create a Support case with the information below
- Log files under $MULE_HOME/logs
- Config files under $MULE_HOME/conf
- Runtime version
- Agent version

3) After narrowing down the problem, check these KBs for further troubleshooting
- KB: How to get more details on Mule Agent WebSocket connectivity errors
- KB: How to Capture Network Traffic Between Two Systems Using Tcpdump/WinDump Tool
 

Runtime Agent upgrade

1) Check Known Issues
- Search for KB by using your search keywords KB Search Link

2) Create a Support case with the information below
- Screenshot (Full screen including URL bar)
- amc_setup output log
- Runtime version
- Agent version

3) KB for further troubleshooting
- KB: Issues with Runtime Manager after upgrading Runtime Agent from older versions to later versions
 

Agent Certificate

1) Check Known Issues
- Check if Agent certificate is not expired, see KB: How to check Mule Agent certificate expiration date
- Search for other KB by using your search keywords KB Search Link

2) Create a Support case with the information below
- Screenshot (Full screen including URL bar)
- Log files under $MULE_HOME/logs
- Config files under $MULE_HOME/conf
- Runtime version
- Agent version

3) After narrowing down the problem, check these KBs for further troubleshooting
- KB: Mule Runtime Agent Certificate Renew Issues Troubleshooting Guide
- KB: Applications and Servers showing as Unknown and Disconnected state in Anypoint Runtime Manager due to expired key pair
 

Runtime Manager Alert

1) Follow troubleshooting steps
KB: Troubleshooting Unreceived Email Notifications From CloudHub Alerts

2) Create a Support case with the information below
- The recipient email address which is expected to receive the Alert email
- Screenshot of the Alert Configurations (including the browser URL)
- An Alert URL from the address bar in text format
- Confirm if the Alert condition was met. Screenshot of the Alert history
- Timestamp with timezone since you stopped receiving the Alert emails
- Refer here to read more about the Runtime Manager Alerts

Runtime On-prem Schedule

Create a Support case with the information below
- Full mule_ee.log, mule_agent.log and <app_name>.log  files under $MULE_HOME/logs 
- Config files under $MULE_HOME/conf
- Runtime version
- Mule agent version
- Application jar file exported from the Anypoint Studio
-Full screenshot of the schedule setting in Runtime Manager 

If RCA cannot be found based on the information collected above, additional steps below would be requested by the support engineer.
-Enable schedule package "org.mule.service.scheduler" and set it to "TRACE"
You will have to edit your system log configuration settings, which is the file called log4j2.xml and located in the <MULE_HOME>/conf directory ( Mule Runtime's home installation directory ).
Just add the following lines in the Loggers section:
Mule 4:

<Loggers>
    ...
    <AsyncLogger name="org.mule.service.scheduler" level="TRACE"/>
    ...
</Loggers>

-Provide the timestamp (including the timezone)  when the on-prem schedule is supposted to be triggered 
-Collect the full mule_ee.log, mule_agent.log and <app_name_in_question>.log
-Config files under $MULE_HOME/conf
-Collect one heap dump and minimum thread dumps with 1 min interval from the on-prem server as per KB here.