Use this page for VMS master, VMS agent collector, dashboard, alerting, and synthetic/readiness issues. The goal is to triage quickly by layer: Infrastructure -> Service -> User -> Business Flow, then route to the right owner.
Fast triage rules
Identify impact scope
Check whether the issue affects one host/service, one collector, one dashboard, or the whole VMS master.
Check freshness
Compare last metric time, last heartbeat, alert timestamp, and active maintenance windows.
Locate the layer
Classify the issue as Infrastructure, Service, User check, or Business Flow to avoid routing it to the wrong owner.
Verify inventory
Check
system, environment, service, owner, criticality, and scope tags before declaring missing data.Collector does not send data
| Symptom | Common cause | Fix |
|---|---|---|
| Master sees no heartbeat | Collector is stopped, token is wrong, ingest URL is wrong | Check service status, token file, DNS, TLS, and ingest URL |
| Heartbeat exists but metrics are empty | Host metric module is disabled or lacks read permission | Check [host_metrics], collector user, and permissions |
| Data appears intermittently | Unstable network, firewall idle timeout, retry too low | Check egress to master, increase retry/backoff and keepalive |
| Only one service check is missing | Wrong process name, port, or health path | Compare inventory with the real process and test port from collector |
| Duplicate collector | Two collectors use the same id or hostname tag | Assign a unique id, fix tags, and remove duplicate inventory entry |
Dashboard is stale or missing data
| Symptom | Common cause | Fix |
|---|---|---|
| Dashboard is not updating | Slow ingest queue, slow time-series store, wrong query range | Check master health, ingest queue, time range, and collector timestamp |
| One host group is missing | Missing tag or wrong environment/system tag | Standardize tags and refresh inventory |
| KPI/SLA is wrong | Service lacks criticality or owner metadata | Add metadata and rerun aggregation |
| Topology edge is missing | Connection check is not defined or dependency was renamed | Update connection inventory and remap source/target |
Alert noise
| Symptom | Common cause | Fix |
|---|---|---|
| Alert flaps repeatedly | Threshold too tight, retry too low, timeout too short | Increase retry, use debounce, tune threshold from baseline |
| Alert fires during maintenance | Maintenance window missing or tag does not match | Create maintenance window by system/environment/service |
| Alert goes to wrong owner | Owner tag is wrong or routing rule is too broad | Fix owner tag and split rules by system/service |
| Too many Low alerts | Alerts are not grouped or suppressed | Group alerts by service and suppress secondary symptoms |
Service health check fails
| Symptom | Common cause | Fix |
|---|---|---|
| TCP fails | Service down, port changed, firewall blocked | Check process, listen port, and firewall from collector node |
| HTTP health fails | Wrong health path, unexpected status code, TLS problem | Check URL, method, expected status, certificate, and proxy |
| Latency increases | Slow network, dependency timeout, overloaded host | Compare network, CPU, memory, disk IO, and downstream checks |
| Process check fails | Process name changed after deployment | Update process matcher for the new release |
Pre-market readiness fails
| Step | Check |
|---|---|
| 1 | Identify failing step: host, service, dependency, synthetic, or report delivery |
| 2 | Check whether maintenance or deployment happened before 08:30 |
| 3 | Compare Overall dashboard with the related system dashboard |
| 4 | Rerun the check manually from collector or probe node when needed |
| 5 | Send a report with pass/fail state, owner, and next action |
Information to include for support
| Information | Example |
|---|---|
| Collector | Collector id, hostname, version, environment |
| Target | Affected system/service/dependency |
| Timestamp | Start time and last metric time |
| Dashboard | Dashboard name, panel, query range |
| Alert | Alert id, severity, owner, routing channel |
| Log | Collector log, master ingest log, or synthetic run log |