Troubleshooting the Real User Cloud Probe agent

1

After you install the Real User Cloud Probe or change its settings in the Maintenance Tool — the Cloud Probe service might not start.

The Real User Cloud Probe did not start.

1. View the installation logs and try to find what is the problem. If you don’t see any error in logs, In the BMC Real User Cloud Probe service properties, copy the command for running Cloud Probe, as shown on a figure below:
   
   Copying the Cloud Probe Running Command

    

2. Run the copied command in the Windows command line.The service will start. If it doesn't start, you will receive the error description in the command line screen.

WinPcap tool is not installed on your Windows machine.

1. Download and install latest version of WinPcap.
   WinPcap is a packet capture driver that is necessary for correct functioning of Cloud Probe under Windows.

The Network Card was not properly configured during the Cloud Probe installation.

1. Open the epx_properties.conf file located in CloudProbeInstallationDir\cloudprobe\conf.

2. Provide the name of the Network Card which you want the Cloud Probe to monitor:
   SYSTEM.PROPERTIES.EPX.global.capture_interface=“network_card_name”
   
   

   Success

   Use ipconfig (Windows) or ifconfig (Linux) command to get the Network card name.

2

Cloud Probe service is up and running, but is not processing traffic data.

Problems with the Real User Collector configuration.

1. Analyze the Cloud Probe logs and try to find the error code for the problem.
2. If you found the error “Client error:HTTP POST finished with response code : [401]”, change the Real User Collector configuration using the Maintenance Tool.
3. Start the Cloud Probe service.