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author | Fotis Voutsas <fotis@netdata.cloud> | 2022-07-13 12:23:00 +0300 |
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committer | GitHub <noreply@github.com> | 2022-07-13 12:23:00 +0300 |
commit | 8d9fb91b20b14c6dd5b2a81c0209e8e4bf1a88c8 (patch) | |
tree | 3e1b2c4175b832e634fa2f0355dabb8f6b2d127c | |
parent | dfbc3bfb034be1aa452cae5a2d932e4a0cc3a845 (diff) |
Guide for troubleshooting Agent with Cloud connection for new nodes (#13322)
* first commit for the guide
* minor changes
* lint and remove the image metadata
* fix some newlines and add backlinks
* fix some typos
* Changes to the structure and steps
* Fix title and custom_edit_url
* minor styling fixes
* Update troubleshooting-agent-with-cloud-connection.md
* some wording changes and additions
* fixes plus added Tasos's suggestions
* Update troubleshooting-agent-with-cloud-connection.md
Co-authored-by: Tasos Katsoulas <tasos@netdata.cloud>
Co-authored-by: DShreve2 <david@netdata.cloud>
-rw-r--r-- | docs/guides/troubleshoot/troubleshooting-agent-with-cloud-connection.md | 117 |
1 files changed, 117 insertions, 0 deletions
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 0000000000..384c7487bb --- /dev/null +++ b/docs/guides/troubleshoot/troubleshooting-agent-with-cloud-connection.md @@ -0,0 +1,117 @@ +<!-- +title: "Troubleshoot Agent-Cloud connectivity issues" +description: "A simple guide to troubleshoot occurrences where the Agent is showing as offline after claiming." +custom_edit_url: https://github.com/netdata/netdata/edit/master/guides/troubleshoot/troubleshooting-agent-with-cloud-connection.md +--> + +# Troubleshoot Agent-Cloud connectivity issues + +When you are claiming a node, you might not be able to immediately see it online in Netdata Cloud. +This could be due to an error in the claiming process or a temporary outage of some services. + +We identified some scenarios that might cause this delay and possible actions you could take to overcome each situation. + +The most common explanation for the delay usually falls into one of the following three categories: + +- [The claiming process of the kickstart script was unsuccessful](#the-claiming-process-of-the-kickstart-script-was-unsuccessful) +- [Claiming on an older, deprecated version of the Agent](#claiming-on-an-older-deprecated-version-of-the-agent) +- [Network issues while connecting to the Cloud](#network-issues-while-connecting-to-the-cloud) + +## The claiming process of the kickstart script was unsuccessful + +Here, we will try to define some edge cases you might encounter when claiming a node. + +### The kickstart script auto-claimed the Agent but there was no error message displayed + +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](/docs/configure/start-stop-restart). + +::: + +## Claiming on an older, deprecated version of the Agent + +Make sure that you are using the latest version of Netdata if you are using the [Claiming script](https://learn.netdata.cloud/docs/agent/claim#claiming-script). + +With the introduction of our new architecture, Agents running versions lower than `v1.32.0` can face claiming problems, so we recommend you [update the Netdata Agent](https://learn.netdata.cloud/docs/agent/packaging/installer/update) to the latest stable version. + +## Network issues while connecting to the Cloud + +### Verify that your IP is whitelisted from 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. + +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 + +### Make sure that your node has internet connectivity and can resolve network domains + +1. Try to reach a well known host: + + ```bash + ping 8.8.8.8 + ``` + +2. If you can reach external IPs, then check your domain resolution. + + ```bash + host app.netdata.cloud + ``` + + The expected output should be something like this: + + ```bash + app.netdata.cloud is an alias for main-ingress-545609a41fcaf5d6.elb.us-east-1.amazonaws.com. + main-ingress-545609a41fcaf5d6.elb.us-east-1.amazonaws.com has address 54.198.178.11 + main-ingress-545609a41fcaf5d6.elb.us-east-1.amazonaws.com has address 44.207.131.212 + main-ingress-545609a41fcaf5d6.elb.us-east-1.amazonaws.com has address 44.196.50.41 + ``` + + :::info + + There will be cases in which the firewall restricts network access. In those cases, you need to whitelist the `app.netdata.cloud` domain to be able to see your nodes in Netdata Cloud. + If you can't whitelist domains in your firewall, you can whitelist the IPs that the above command will produce, but keep in mind that they can change without any notice. + + ::: |