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>
Fotis Voutsas committed
Jul 13, 2022 at 12:23 UTC
8d9fb91b20b14c6dd5b2a81c0209e8e4bf1a88c8
1 file changed
+117
docs/guides/troubleshoot/troubleshooting-agent-with-cloud-connection.md
new
+117
@@ -0,0 +1,117 @@
1
+<!--
2
+title: "Troubleshoot Agent-Cloud connectivity issues"
3
+description: "A simple guide to troubleshoot occurrences where the Agent is showing as offline after claiming."
4
+custom_edit_url: https://github.com/netdata/netdata/edit/master/guides/troubleshoot/troubleshooting-agent-with-cloud-connection.md
5
+-->
6
+
7
+# Troubleshoot Agent-Cloud connectivity issues
8
+
9
+When you are claiming a node, you might not be able to immediately see it online in Netdata Cloud.
10
+This could be due to an error in the claiming process or a temporary outage of some services.
11
+
12
+We identified some scenarios that might cause this delay and possible actions you could take to overcome each situation.
13
+
14
+The most common explanation for the delay usually falls into one of the following three categories:
15
+
16
+- [The claiming process of the kickstart script was unsuccessful](#the-claiming-process-of-the-kickstart-script-was-unsuccessful)
17
+- [Claiming on an older, deprecated version of the Agent](#claiming-on-an-older-deprecated-version-of-the-agent)
18
+- [Network issues while connecting to the Cloud](#network-issues-while-connecting-to-the-cloud)
19
+
20
+## The claiming process of the kickstart script was unsuccessful
21
+
22
+Here, we will try to define some edge cases you might encounter when claiming a node.
23
+
24
+### The kickstart script auto-claimed the Agent but there was no error message displayed
25
+
26
+The kickstart script will install/update your Agent and then try to claim the node to the Cloud (if tokens are provided). To
27
+complete the second part, the Agent must be running. In some platforms, the Netdata service cannot be enabled by default
28
+and you must do it manually, using the following steps:
29
+
30
+1. Check if the Agent is running:
31
+
32
+ ```bash
33
+ systemctl status netdata
34
+ ```
35
+
36
+ The expected output should contain info like this:
37
+
38
+ ```bash
39
+ Active: active (running) since Wed 2022-07-06 12:25:02 EEST; 1h 40min ago
40
+ ```
41
+
42
+2. Enable and start the Netdata Service.
43
+
44
+ ```bash
45
+ systemctl enable netdata
46
+ systemctl start netdata
47
+ ```
48
+
49
+3. Retry the kickstart claiming process.
50
+
51
+:::note
52
+
53
+In some cases a simple restart of the Agent can fix the issue.
54
+Read more about [Starting, Stopping and Restarting the Agent](/docs/configure/start-stop-restart).
55
+
56
+:::
57
+
58
+## Claiming on an older, deprecated version of the Agent
59
+
60
+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).
61
+
62
+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.
63
+
64
+## Network issues while connecting to the Cloud
65
+
66
+### Verify that your IP is whitelisted from Netdata Cloud
67
+
68
+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.
69
+
70
+To verify this:
71
+
72
+1. Check the Agent's `aclk-state`.
73
+
74
+ ```bash
75
+ sudo netdatacli aclk-state | grep "Banned By Cloud"
76
+ ```
77
+
78
+ The output will contain a line indicating if the IP is banned from `app.netdata.cloud`:
79
+
80
+ ```bash
81
+ Banned By Cloud: yes
82
+ ```
83
+
84
+2. If your node's IP is banned, you can:
85
+
86
+ - Contact our team to whitelist your IP by submitting a ticket in the [Netdata forum](https://community.netdata.cloud/)
87
+ - Change your node's IP
88
+
89
+### Make sure that your node has internet connectivity and can resolve network domains
90
+
91
+1. Try to reach a well known host:
92
+
93
+ ```bash
94
+ ping 8.8.8.8
95
+ ```
96
+
97
+2. If you can reach external IPs, then check your domain resolution.
98
+
99
+ ```bash
100
+ host app.netdata.cloud
101
+ ```
102
+
103
+ The expected output should be something like this:
104
+
105
+ ```bash
106
+ app.netdata.cloud is an alias for main-ingress-545609a41fcaf5d6.elb.us-east-1.amazonaws.com.
107
+ main-ingress-545609a41fcaf5d6.elb.us-east-1.amazonaws.com has address 54.198.178.11
108
+ main-ingress-545609a41fcaf5d6.elb.us-east-1.amazonaws.com has address 44.207.131.212
109
+ main-ingress-545609a41fcaf5d6.elb.us-east-1.amazonaws.com has address 44.196.50.41
110
+ ```
111
+
112
+ :::info
113
+
114
+ 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.
115
+ 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.
116
+
117
+ :::