Troubleshooting
Problem
This guide provides essential steps for collecting data related to Instana EUM/RUM. Before contacting IBM® support for assistance, please review the information below to familiarize yourself with the troubleshooting process.
Resolving The Problem
To explore potential solutions, search for issues, access documentation, or visit support forums, head to the IBM® Support page. If you are aware of the affected component, refer to the relevant MustGather details below:
MustGather Data Collection Requirements for Instana EUM/RUM
Monitored environment details:
- Kind of deployment (Single host , Kubernetes, docker, etc.)
- OS (Linux/ Windows) and version
Agent logs:
- Collect the Instana agent debug log:
- See the MustGather page for Instana Agent for more details
Agent configuration:
- Collect <instana-agent-dir>/etc/instana/configuration.yaml
Additional output & files to collect:
- If Self-hosted, please share the version details and the MustGather output
- If the issue is related to monitored website, then please collect the following details:
- Is auto instrumentation supported (Yes/No/Unknown)
- Instana website monitoring agent version and reportingURL. These could be found from main html page (index.html as an example). Search for ineum reportingUrl. The script src usually contains Instana agent's version.
- Is issue found in specific browser type and/or version?
- If data is not being reported to Instana from eum, please share the browser Developer Tools logs, including Network tab (filtered by “eum” with responses for all calls) and all Console logs. Also confirm the reporting URL is whitelisted.
- Which language/framework they used to build the website? Example answers (React/Angular/JSP etc..)
- If the issue is related to monitored mobile apps, then please collect the following details:
- Which agent is being used? For example: Flutter, React-Native, Native-iOS, Native-Android? Please collect needed information, based on your response:
- Native android-agent monitors native android app developed with Kotlin or Java language:
- Instana android-agent version used by the app? Example answer is 6.2.4
- Development language? Expected answer is Kotlin or Java
- Is issue found in specific device/emulator type and/or version?
- If possible, please send the following information:
- minSdkVersion version of the app? Example answer is 26
- SDK logs regarding the issue. - from debug log console
- iOSAgent monitors native iOS app developed with Swift or Objective-C language
- Instana iOSAgent version used by the app? Example answer is 1.9.2
- Development language? Expected answer is Swift or Objective-C
- Is issue found in specific device/simulator type and/or version?
- If possible, please send the following information:
- Minimum deployment? Example answer is iOS 13
- Swift version if Swift language is used by the app
- Flutter-agent monitors mobile apps developed with Dart programming language that could run and both Android and iOS devices
- Instana flutter-agent version used by the app? Example answer is 3.1.5
- Flutter version used by the app? Example answer is 3.35.0
- Is issue found on iOS side or android side? What are the device/emulator/simulator type and/or version?
- React-native-agent monitors mobile apps developed with TypeScript/JavaScript language that could run on both Android and iOS devices.
- Instana react-native-agent version used by the app? Example answer is 2.0.9
- react-native version used by the app? Example answer 0.81
- Is issue found on iOS side or android side? What are the device/emulator/simulator type and/or version?
- Native android-agent monitors native android app developed with Kotlin or Java language:
- Which agent is being used? For example: Flutter, React-Native, Native-iOS, Native-Android? Please collect needed information, based on your response:
Document Location
Worldwide
[{"Type":"MASTER","Line of Business":{"code":"LOB77","label":"Automation Platform"},"Business Unit":{"code":"BU048","label":"IBM Software"},"Product":{"code":"SSE1JP5","label":"IBM Instana Observability"},"ARM Category":[{"code":"a8m3p000000UoUQAA0","label":"Mobile Monitoring"}],"ARM Case Number":"","Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"1.0.281;1.0.282;1.0.283;1.0.284;1.0.285;1.0.286;1.0.287;1.0.288;1.0.289;1.0.290;1.0.291;1.0.292;1.0.293;1.0.294;1.0.295;1.0.296;1.0.297;1.0.298;1.0.299;1.0.300;1.0.301;1.0.302;1.0.303;1.0.304;1.0.305;1.0.306;1.0.307;1.0.308;1.0.309;1.0.310;1.0.311;1.0.312;1.0.313;1.0.314;1.0.315"}]
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Document Information
Modified date:
08 March 2026
UID
ibm17262230