MustGather: Instana Access/Login

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:

Monitored environment details

• Type of instana deployment (Self-hosted or SaaS)
  • Self -hosted:
    • single-domain install or multi-subdomain installation (ideally a debug archive and version)
  • SaaS:
    • tenant-unit (URL)
• OS (Linux/Windows, etc.) and version
• Browser and version

Data to collect based on issue type

Follow the steps below for your specific issue. See detailed instructions further below for how to collect each kind of data.

Login related issues:

1. What authentication mechanism is being used (username+password / LDAP / OIDC / SAML / MCSP)?
2. If using username+password, is MFA configured?
3. If using an IdP (LDAP / OIDC / SAML /MCSP), is the system operational and currently reachable by the Instana installation (incl. potential SSL issues)?
4. If IP-Filtering is IP-Filtering configured), we do need to know the complete configuration and the end-users’ IP address.
5. The complete url on which you are trying to login (including Query parameters).
6. Collect the HAR file

Access related issues:

1. Specific to the access (after a successful login) we do need to know more details:

• The id and email address of the user, who is facing the issue.
• The selected scope
• Assigned teams, roles/groups and their configuration at the time that the issue occurred.
• Collect UI information

Detailed data collection instructions

Collect UI information

Google Chrome:

1. Open Chrome and go to the page where you're experiencing the issue.
2. Press F12 on your keyboard (or right-click anywhere on the page and select Inspect).
3. Click on the Console tab at the top of the panel that opens.
4. In the input field, type ‘instana’ and press enter.
5. On the result, press right click and select ‘Copy’ object.
6. Save the content to a file to your computer and send it to us.

Mozilla Firefox:

1. Open Firefox and go to the page where you're experiencing the issue.
2. Press F12 on your keyboard (or right-click anywhere on the page and select Inspect).
3. Click on the Console tab at the top of the panel that opens.
4. In the input field, type ‘instana’ and press enter.
5. On the result, press right click and select ‘Copy’ object.
6. Save the content to a file to your computer and send it to us.

Microsoft Edge:

1. Open Edge and navigate to the page with the issue.
2. Press F12 on your keyboard (or right-click anywhere on the page and select Inspect).
3. Click on the Console tab at the top of the panel that opens.
4. In the input field, type ‘instana’ and press enter.
5. On the result, press right click and select ‘Copy’ object.
6. Save the content to a file to your computer and send it to us.

Safari:

1. First, enable the Developer Tools:
   go to Safari → Settings → Advanced and check "Show features for web developers".
2. Navigate to the page with the issue.
3. From the menu bar, click Develop → Show Web Inspector.
4. Click on the Console tab.
5. In the input field, type ‘instana’ and press enter.
6. On the result, press right click and select ‘Copy’ object.
7. Save the content to a file to your computer and send it to us.

Collect HAR file

In general, we try to avoid requesting a HAR file, it sometimes however is not avoidable. After generating the har file, explicitly logging out from Instana prevents others from using your session.

How to export a HAR file from your browser

A HAR file is a recording of everything your browser does while loading a webpage. It helps our support team diagnose issues you might be experiencing. Follow the steps below for your browser.

Google Chrome:

1. Open Chrome and go to the page where you're experiencing the issue.
2. Press F12 on your keyboard (or right-click anywhere on the page and select Inspect).
3. Click on the Network tab at the top of the panel that opens.
4. Reload the page by pressing F5 - you'll see a list of entries appear.
5. Reproduce the issue.
6. Right-click anywhere in the list of entries and select Save all as HAR with content.
7. Save the file to your computer and send it to us.

Mozilla Firefox:

1. Open Firefox and go to the page where you're experiencing the issue.
2. Press F12 on your keyboard (or right-click and select Inspect).
3. Click on the Network tab.
4. Reload the page by pressing F5.
5. Reproduce the issue.
6. Click the gear icon (⚙) in the top-right corner of the Network panel and select Save All as HAR.
7. Save the file and send it to us.

Microsoft Edge:

1. Open Edge and navigate to the page with the issue.
2. Press F12 (or right-click and select Inspect).
3. Click on the Network tab.
4. Reload the page by pressing F5.
5. Reproduce the issue.
6. Right-click anywhere in the list of entries and select Save as HAR with content.
7. Save the file and send it to us.

Safari:

1. First, enable the Developer Tools:
   go to Safari → Settings → Advanced and check "Show features for web developers".
2. Navigate to the page with the issue.
3. From the menu bar, click Develop → Show Web Inspector.
4. Click on the Network tab.
5. Reload the page.
6. Reproduce the issue.
7. Click the Export button (↓) in the top-right corner of the Network tab.
8. Save the file and send it to us.

NOTE: The HAR file may contain sensitive information such as cookies or form data. Please share this information with our support team only via the support case.