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Start with the symptom, not the command
“Missing telemetry” can describe several different failures. A stream that never appeared after installation needs a different investigation from a stream that arrived late, or a chart that has a gap even though the agent later recovered. Write down the New Relic account, application, host or entity, signal type, approximate first-missing time, and the exact query and time window that showed the problem.
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Allow the initial collection window
Generate real requests or other normal workload before deciding that a new installation is broken. New Relic’s “Not seeing data” guidance says data should start appearing within a few minutes after an agent is installed and the application generates traffic. A query over the wrong account, entity, or time range can make a healthy installation look empty.
Classify the failure
| Observed symptom | Likely stage to test first | Useful evidence |
|---|---|---|
| No data has ever appeared | Local configuration, process health, credentials, or endpoint connectivity | Agent status and logs, nrdiag output, HTTP response, account and entity details |
| Data appears only after a delay | Network/export path, buffering, ingest processing, or query timing | Agent logs, request timestamps, HTTP responses, NrIntegrationError, later-arriving events |
| A previously working stream has a gap | Collector reachability, rate limits, payload validation, or a stopped service | Service restart history, outage-period logs, ingest errors, and queries before and after the gap |
| One signal is missing while others work | Signal-specific endpoint, key, payload, or query | Log, Span, metric response, or feature-specific ingest errors |
| Data exists but a chart is blank | Account, permissions, entity, NRQL, or time-window selection | Raw event query in the sending account and the exact UI filter |
Understand the telemetry path
Use five checkpoints instead of treating “the CLI passed” as proof of delivery:
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- Collection: the application, infrastructure agent, forwarder, or API client creates the telemetry.
- Service health: the relevant process is running and can read its configuration, certificates, keys, and log destination.
- Export: DNS, TLS, firewall, proxy, and the New Relic endpoint permit the request; the sender receives an HTTP response or an SDK-level error.
- Ingest: New Relic validates the payload, enforces rate and cardinality limits, and accepts or rejects it.
- Account and query: the data is sent to the account you are querying, the user has access, and the event type and time range match the signal.
Evidence from one checkpoint does not replace evidence from the next. A running agent proves only that a process is alive; a successful HTTP response does not guarantee that every record in a batch passed validation; a clean query in one account does not prove that another account received the data.
Run New Relic Diagnostics CLI (nrdiag)
New Relic Diagnostics CLI is the broad local diagnostic utility. It checks common configuration and connectivity conditions across APM, browser monitoring, infrastructure, mobile, Kubernetes-related integrations, and Agent Control, Helm, and Flux setups. Go APM coverage is documented as basic connectivity checks, so a clean result there is not a complete Go-agent delivery test.
Choose the relevant task suites
Install the version for your operating system and run the task suites that match the affected product. The utility supports Linux, macOS, and Windows. Read the command’s built-in help and the current documentation for the available suite names rather than copying a task name from an unrelated product or an old article. Save the complete terminal output, including warnings, because a passing check can coexist with a later ingest rejection.
Permissions and result uploads
nrdiag generally does not require administrator privileges. It can still report errors when the account running it lacks read permission for an agent configuration, certificate, log, or service directory. Correct the permission or run the check in an account that can safely read the required files; do not make sensitive files world-readable merely to silence a diagnostic warning.
Results remain local unless you explicitly choose the upload workflow. Use -attach or -api-key only when you intend to attach diagnostic results or authenticate an upload, and treat the output as potentially sensitive because it can include paths, host details, and configuration context. A successful upload is not an ingest test for your application’s telemetry.
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Interpret a clean result correctly
Use a failed check to narrow the next action, not as the final verdict. After nrdiag, inspect the running service, its logs, the export response, NrIntegrationError, and a raw query for the affected event type. This is especially important for direct Metric API, Log API, and Trace API senders, which may be outside the local checks that nrdiag can perform.
Verify the sender and its connection
Application and infrastructure agents
Confirm that the process or system service is running, loaded the intended configuration, and is still producing its own logs. Look for invalid keys, malformed configuration, permission failures, DNS or TLS errors, proxy failures, rejected connections, and repeated restart loops. Check the host, application name, environment, and account identifier in the effective configuration; a healthy agent can send data to an account or entity different from the one you opened in the UI.
Understand a collector outage
A connection gap does not necessarily mean collection stopped. New Relic explains that an APM agent can continue collecting while the collector is unreachable and upload after reconnection. Charts for the outage interval may contain aggregated and averaged values rather than one event for every original observation. That buffering behavior is specific to the agent and signal; do not assume that logs, direct API submissions, custom events, and traces have identical retention or replay behavior.
Agent Control has its own checks
For Agent Control, verify the service state and inspect the system journal on Linux, for example with journalctl for the Agent Control service. If the guided installation did not complete, New Relic’s Agent Control setup documentation recommends rerunning the guided installation command with --debug. Check the host or entity and instrumentation health in Fleet Control. Treat this installation and service workflow separately from an nrdiag run.
Check ingest acceptance with NrIntegrationError
NrIntegrationError events expose problems that local diagnostics cannot see, including ingest or query limits, malformed data, and configuration errors. Query the event in the account that should receive the telemetry, then inspect message, category, the feature attribute, and any related attributes. Start broad, for example:
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SELECT * FROM NrIntegrationError SINCE 1 hour agoOnce you know the feature value, narrow the time range and filter to that feature. New Relic documents examples such as Metrics, Event API, Logs, and Distributed Tracing. Save the error message and category before changing payloads or send rates; they tell you whether the fix belongs in configuration, request construction, account limits, or query selection. You can also build an NRQL alert condition when an error pattern must be detected continuously.
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Logs
For a blank Logs UI, first verify that the chosen agent or forwarder is compatible with the log source and that it is running under the expected account. Confirm the security key, endpoint, proxy, and response for an actual submission. New Relic’s log troubleshooting guide identifies HTTP 202 as a successful response and HTTP 403 as a possible invalid security key; record the complete response rather than relying on a client’s generic “sent” message.
Then query both the ingest errors and the log event type:
SELECT * FROM NrIntegrationError WHERE feature = 'Logs' SINCE 1 hour ago
SELECT * FROM Log SINCE 1 hour agoIf the Log query returns no records in the sending account and time window, the Logs UI has no records to display. If records exist in NRQL but not in a specific dashboard, inspect its account, entity, filters, parsing assumptions, and time range instead of reinstalling the forwarder.
Distributed traces
For Trace API data, verify that the request is sent to the same account you are querying and that the API response is captured. Query Span directly:
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SELECT * FROM Span SINCE 1 hour agoWhen the sender or response supplies a requestId, retain it and correlate that identifier with the API response, agent log, and any ingest error. New Relic’s Trace API troubleshooting documentation recommends checking Span in the sending account and using request correlation where available. Query NrIntegrationError for distributed-tracing rate limits or validation failures before changing sampling or payload structure.
Metrics and Metric API submissions
First verify the NRQL query and the HTTP status returned by the Metric API client. Then inspect metric-feature integration errors. New Relic’s Metric API troubleshooting guidance identifies malformed JSON or payloads, excessive attribute or time-series cardinality, and too many requests per minute as possible causes. Match the exact error category and message to the correction: repair serialization for malformed data, reduce unnecessary dimensions for cardinality problems, or adjust batching and request rate for request limits. Do not infer acceptance from a successful TCP connection or from a client that failed to read the HTTP response.
APM metrics and events
Check the language agent’s own status and logs, then generate a small amount of real application traffic. Confirm that the application name and account match the entity you query. If a collector was briefly unavailable, allow time for buffered APM data to upload after reconnection, and remember that the resulting chart can be aggregated or averaged over the outage. When the general checks are inconclusive, follow the language-specific APM troubleshooting path linked from New Relic’s general missing-data guide.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Capture infrastructure-agent debug logs briefly
Verbose logging is useful for reproducing a connection or configuration failure, but it can quickly consume disk space and increase ingest volume when logs are forwarded. New Relic’s infrastructure-agent logging procedure recommends returning to normal verbosity after collection.
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- Open the infrastructure agent’s configuration and temporarily set
log.level: debug. Choose a dedicated log file if that makes collection and review safer. - Restart the agent so it loads the new level, then allow a short period of normal workload to reproduce the missing or delayed telemetry.
- Inspect the debug output for configuration parsing, endpoint, authentication, retry, throttling, and payload errors. Record timestamps that can be compared with the missing interval.
- Restore
log.level: info(or the prior lower-verbosity setting) and restart the agent again.
newrelic-infra-ctl is an automation option documented for infrastructure-agent log troubleshooting. Use it when repeatable collection is preferable to manually gathering files, but apply the same rule: capture only long enough to reproduce the fault and then return to normal logging.
Distinguish delay, buffering, and permanent loss
Delayed arrival
Compare the event’s timestamp with its ingest or query appearance, and inspect retries and reconnection messages in the sender log. A delayed batch that eventually appears points toward network reachability, buffering, or ingest processing. Keep the query window wide enough to include the original event time and the later arrival.
Temporary gap with recovery
Mark the beginning and end of the gap, then compare service uptime, collector connectivity, and NrIntegrationError across that interval. For APM, a collector outage can produce post-reconnection data with aggregated chart values. For other products, establish behavior from their own logs and API responses rather than assuming replay.
Never accepted
If no raw event appears after the initial window, no successful endpoint response exists, and ingest errors identify validation or limits, treat the records as rejected rather than merely delayed. Preserve a failing payload, response status, request identifier, and error message before making a change; that gives you a before-and-after test.
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| Telemetry and sender | First evidence | Next action when it fails |
|---|---|---|
| APM agent | Process logs, generated traffic, application/entity query | Correct agent configuration or service health; investigate collector reachability and buffering |
| Infrastructure agent | Service state, normal logs, temporary debug capture | Fix configuration, permissions, endpoint, or authentication; restore normal log level |
| Direct Metric API | HTTP response, payload validation, metric NrIntegrationError |
Repair JSON, reduce cardinality, or control request rate according to the reported category |
| Log forwarder or Log API | HTTP status, security key, Log query, log-feature errors |
Correct key, endpoint, compatibility, account, or forwarding configuration |
| Trace API | HTTP response, Span query, request correlation |
Use the sending account, resolve rate or validation errors, and retest with a trace you can identify |
| Agent Control | Service state, journalctl, Fleet Control health |
Rerun guided installation with --debug and correct host or instrumentation setup |
nrdiag |
Relevant task-suite results and permission warnings | Use failures to target local fixes, then continue to endpoint, ingest, and query verification |
Common mistakes that create false “missing data” reports
- Querying the wrong account: credentials and UI context can point to different accounts. Confirm the account used by the sender before changing instrumentation.
- Using the wrong event type: logs are in
Log, traces inSpan, and ingest failures inNrIntegrationError. A query against another event type cannot prove absence. - Declaring failure before traffic exists: an installed agent cannot report application activity that has not occurred.
- Reading only a dashboard: dashboard filters, entity scope, and time windows can hide records that a raw NRQL query returns.
- Treating a local pass as delivery proof: configuration checks do not validate every API payload, account limit, or downstream query.
- Leaving debug logging enabled: verbose output can increase disk use and forwarded log ingest quickly.
- Changing several variables at once: preserve the failing request, response, timestamp, and error category so one correction can be verified.
End-to-end verification checklist
- Record the account, entity, signal, first-missing time, and exact query.
- Generate normal traffic and allow the initial few-minute collection window.
- Run the relevant
nrdiagtask suites and resolve permission or configuration failures. - Confirm the sender or Agent Control service is running and inspect its logs.
- Check endpoint responses, credentials, DNS, TLS, proxy, and firewall evidence.
- Query
NrIntegrationErrorin the receiving account and capture the message and category. - Run the signal query:
Logfor logs,Spanfor traces, and the appropriate metric query for metrics. - For infrastructure issues, enable debug logging only long enough to reproduce, then restore
info. - Retest with a known request, metric batch, log record, or trace and keep its timestamp or request ID.
This sequence separates collection, transport, acceptance, permissions, and presentation. It prevents an apparently successful CLI diagnostic from being mistaken for proof that New Relic received and indexed the telemetry you expected.
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