Overview
When contacting Catchpoint with Enterprise node concerns (missing runs, multiple unrelated tests consistently reporting failures, etc.), clients are urged to complete the following troubleshooting checklist. The results provide valuable information for Catchpoint Support that assists in identifying and resolving issues quickly.
Troubleshooting Checklist
Ensure Enterprise Nodes are running the latest version of the Enterprise Node software.
- Use the command
$catchpoint update
Check the node's Run Rate Report
- Has this node's run rate dropped?
- Has the run rate been constant in the last few emailed reports?
Confirm hardware/virtual appliance is up and connected
- Make sure physical hardware (servers/appliances) are powered on and/or virtual machines are running.
- Examine load on virtual appliance and hardware. (Virtual appliances must have sufficient resources allocated. Sharing or over-provisioning resources can impact node functionality and test results.)
- Confirm networking equipment (cables, routers, etc.) are physically connected and properly configured.
- Restart the appliance.
Ensure network paths used by the node for test are clear
- Perform ping, traceroute, and dig to URLs/IPs used in tests from another device within the same network as the Enterprise Node (behind same firewall).
- Ensure that IPs and URLs for Catchpoint Enterprise Command & Control are whitelisted in any firewalls. Please refer to this article for list of these IPs and URLs.
- Ensure that ports 80 and 443 are outbound accessible from the node. These are the standard HTTP(s) ports used to communicate test results to Catchpoint, and to perform web tests.
- Ensure any non-standard ports required by your tests are outbound accessible from the node.
- Catchpoint’s DNS monitor and optional resolver require port 53 and root servers (TLDs) to be accessible for name resolution.
- Check for any known ISP and internet routing issues that could affect your data center. Multiple ISPs might need to be verified if the network connection is multihomed.
- Check DNS settings of network resolver. Enterprise nodes can be configured to use a resolver provided by the network, or an internal solution.
Confirm that no software was installed without notifying and obtaining the appropriate approvals from Catchpoint
- Anti-Virus, other scanning software, and browser plugins may interfere with Catchpoint’s Enterprise Node software and prevent tests from running properly or reporting data. Installing software on an Enterprise node without notifying and obtaining approval from Catchpoint may limit the support available.
- Browser Plugins installed on a node may work when run manually, but may not be supported by our node software. As a result, the plugin may not work as expected when test runs occur.
Verify network proxy allows node access and has been configured by Catchpoint
- Proxies used by Enterprise Nodes need to be configured by Catchpoint. Enterprise nodes do not use OS or auto-discover proxy settings. If a proxy is required, or changes to current proxy configuration are needed, Catchpoint will need to implement them. Please contact Catchpoint Support to schedule a time with our Ops department.
Review Test Schedules and Targeting
- See if new tests have been configured to target the node.
- See if existing tests' scheduling settings have been changed, causing more runs to occur.
- See if there were significant changes to the the system you are monitoring that might impact performance. For example, if the amount of content on a web page increases significantly, then web test runs might take longer as a result.
Please collect logs and share with Catchpoint Support to review the issue. Readthis articlefor information about capturing logs.
See also
Troubleshooting your Enterprise & Enterprise (Pt) Nodes
Troubleshooting Enterprise nodes with Catchpoint's Run Rate report (webinar)