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When New Relic data is missing or late, a command-line diagnostic is only one checkpoint. Work through the pipeline in order: define the affected signal and account, confirm that the agent or sender is collecting, check service and network responses, inspect NrIntegrationError, and then query the correct event type in the account that received the data. Use nrdiag for broad configuration checks, newrelic-infra-ctl for infrastructure-agent log collection, and Agent Control’s guided installer with --debug when Agent Control installation itself is failing.
New Relic says a newly installed agent should begin showing data within a few minutes after the application generates traffic. A temporary collector or network outage can instead produce a delayed recovery: some APM agents continue collecting locally, then upload after reconnection, while charts may display aggregated or averaged values for the outage interval. That behavior does not prove that every telemetry product buffered data in the same way.
Understand where telemetry can disappear
A missing chart does not identify the failed component. Telemetry normally passes through several stages:
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- Local service health: the process starts, loads its configuration, and remains running.
- Export: the sender reaches the New Relic endpoint and receives an HTTP response.
- Ingest validation: New Relic accepts or rejects the payload because of authentication, schema, rate, cardinality, or other limits.
- Account and permissions: the data lands in the account and the user has access to it.
- Query and interface: the NRQL query, time range, entity, or UI view actually asks for the records that arrived.
A clean local diagnostic result covers only part of that chain. Treat it as evidence about configuration and connectivity, not as proof that New Relic accepted and indexed every metric, log, event, or span.
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Define the symptom before changing configuration
Write down the facts that distinguish a setup failure from a delay or a query mistake. Record:
- the New Relic account ID and the account selected in the UI;
- the application, host, cluster, or entity expected to send data;
- the signal: APM data, infrastructure data, Metric API points, custom events, logs, or distributed traces;
- the approximate time the data first went missing and the time zone used by your query;
- whether the stream never appeared after installation or whether a previously working stream has a gap;
- the sender type and version, if known; and
- any HTTP status, request ID, agent error, or configuration change seen at the same time.
Expand the NRQL time window temporarily and generate real application traffic. The general New Relic guidance is to allow a few minutes after installing an agent and exercising the application before treating a new installation as broken: Not seeing data.
Choose the diagnostic path that matches the sender
| Sender or tool | Best use | What it cannot establish by itself |
|---|---|---|
nrdiag (New Relic Diagnostics CLI) |
Broad configuration and basic connectivity checks across supported APM, browser, infrastructure, mobile, Kubernetes, Agent Control, Helm, and Flux integrations. | End-to-end ingest, successful indexing of every payload, or the correctness of a particular NRQL query. |
| APM or infrastructure agent | Collection, startup, configuration, buffering, and export behavior visible in the agent’s own log. | Whether a record is visible to your current account and query. |
| Direct ingest API sender | HTTP status, response body, request ID, payload limits, and API-specific rejection details. | Whether you later queried the correct event type and account. |
newrelic-infra-ctl |
Automating infrastructure-agent log troubleshooting and collecting the evidence needed for diagnosis. | It is not a general replacement for signal-specific ingest and NRQL checks. |
| Agent Control guided installer | Installation failures; rerun the guided installation with --debug to obtain more detail. |
It does not replace checks of the installed service, Fleet Control health, or the telemetry pipeline. |
The documented scope and permission caveats for nrdiag are listed in New Relic Diagnostics CLI (nrdiag).
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Run nrdiag without mistaking it for an ingest test
1. Install or invoke the supported diagnostic utility
Run the New Relic Diagnostics CLI on the Linux, macOS, or Windows system associated with the failing product. Select the task suites relevant to the sender instead of assuming that one generic run covers every integration. The utility checks configuration for several New Relic products, including APM, browser monitoring, infrastructure monitoring, mobile, Kubernetes-related integrations, Agent Control, Helm, and Flux. Go APM coverage is documented as basic connectivity checks only, so a clean result there is deliberately narrower than a full agent validation.
2. Check permissions and output
nrdiag generally does not require administrator privileges. It can still report errors when the user running it cannot read an agent configuration, certificate, log, or other required path. Run it with a user that can read the relevant files, then preserve the generated diagnostic output and timestamps for comparison with agent logs.
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3. Upload only when you intend to
Use -attach or -api-key only when you choose to upload diagnostic results. Review the output for secrets and environment details before sharing it. A local report is often sufficient for the first pass; uploading is a separate decision, not a prerequisite for checking the host.
4. Continue after a clean result
After nrdiag completes, verify the running service, inspect its logs, test the sender’s endpoint response, query NrIntegrationError, and run a signal-specific query. Those checks answer whether data was actually accepted and made queryable.
Verify the collector, agent, and network path
Check the process and configuration
Confirm that the relevant service is running and that it loaded the expected license or user key, account, endpoint, proxy, TLS, and feature configuration. Look for startup failures, repeated restarts, authentication errors, connection timeouts, rejected certificates, and messages saying that a feature is disabled. Compare the timestamp of the first missing record with the agent log rather than relying on the current service status alone.
Interpret a temporary collector outage correctly
New Relic documents a specific APM behavior: during a collector or network interruption, an APM agent can continue collecting and upload after reconnection. The outage interval may then appear in charts as aggregated and averaged values. A gap followed by a later recovery therefore does not necessarily mean collection stopped, and it does not establish identical buffering behavior for logs, metrics, events, or traces. Check each product’s own response and error evidence.
Check endpoint responses
For an API sender, capture the complete response status, response body, and request ID at the time of transmission. A successful transport connection is not the same as accepted telemetry; a 2xx response must still be interpreted according to that API’s documentation and followed by a query in the receiving account. A 4xx or 5xx response should be preserved before changing the payload, because its category often identifies authentication, schema, rate, or service problems.
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Use NrIntegrationError to find ingest rejection
NrIntegrationError events expose ingest and query-limit exceedances, malformed data, and configuration problems. New Relic recommends examining the event’s message, category, and related attributes, then using NRQL queries or alert conditions to monitor recurring failures. See Use NrIntegrationError event to understand data ingest problems.
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Start with a bounded time range that covers the missing interval:
FROM NrIntegrationError
SELECT count(*), latest(message), latest(category)
WHERE feature IN ('Metrics', 'Event API', 'Logs', 'Distributed Tracing')
SINCE 1 hour ago
FACET feature
If your account uses a different feature value, remove the filter, inspect the returned attributes, and then narrow the query. The important evidence is the actual message and category, not merely a nonzero count. Match the error to the sender and timestamp before changing a payload or sending rate.
Recognize common rejection patterns
- Malformed payload: validate JSON structure, required fields, data types, timestamps, and content encoding against the API you are using.
- High cardinality: inspect attributes and time-series dimensions that create an excessive number of unique combinations.
- Too many requests: correlate the error time with request volume and implement batching, backoff, or a lower sending rate where appropriate.
- Ingest or query limits: determine whether the limit applies to the sender, account, feature, or query before redesigning instrumentation.
- Configuration: recheck the account, key type, endpoint, feature enablement, and destination selected by the agent or integration.
Troubleshoot logs that do not appear in the UI
Follow the checks in New Relic’s No log data appears in the UI guide. Confirm that the agent or forwarder is compatible with the log source, has the intended account and security key, and is configured to send to the correct log endpoint.
Use the endpoint response as evidence
New Relic documents HTTP 202 as a successful log submission response. HTTP 403 can indicate an invalid security key. Preserve the response and request timestamp, then correct the key or account configuration before investigating the UI.
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Check ingest errors and query the Log event
Search NrIntegrationError for log-related errors during the missing period. Then query the actual log event:
FROM Log
SELECT count(*)
SINCE 1 hour ago
Run the query in the account used by the forwarder and widen the time range if necessary. If the query returns no records, the Logs UI has no records to display; changing dashboard filters cannot create them. If records exist, compare their timestamp, host, service, and attributes with the UI filters and selected entity.
Troubleshoot missing distributed traces
For Trace API data, first query Span in the same New Relic account to which the sender submits traces. The official procedure is documented in Troubleshooting missing Trace API data.
Check the API response and request correlation
Capture the Trace API response, including any request identifier. If a requestId is available, use it when correlating sender logs, gateway logs, and New Relic support evidence. A successful connection without a matching Span result requires an ingest-error and account check; it is not enough to refresh the trace UI.
Query spans directly
FROM Span
SELECT count(*)
WHERE trace.id = 'your-trace-id'
SINCE 1 hour ago
Use a known trace or request identifier from the application. If you do not have one, query a narrow service and time window, then compare the returned span timestamps with the sender’s logs. Also inspect NrIntegrationError for distributed-tracing rate limits or malformed submissions.
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Troubleshoot Metric API data and custom metrics
Metric problems commonly come from a query mismatch, malformed JSON, excessive cardinality, or request-rate limits. New Relic’s metric-specific procedure is in Troubleshoot Metric API with NRIntegrationError events.
- Confirm that the NRQL query uses the metric name, account, time range, and dimensions actually sent.
- Inspect the Metric API HTTP status and response body for the failing request.
- Query
NrIntegrationErrorfor the Metrics feature during the same interval. - Compare the error category and message with the payload’s JSON, attribute count, time-series cardinality, and request frequency.
- Change one factor at a time, resend a small known-good payload, and query it directly before restoring normal volume.
Do not interpret “no rows” as proof that the API rejected data until you have checked the metric name, account, dimensions, and query window.
Check Agent Control separately
Agent Control has its own installation and service workflow. On Linux, verify the service state and inspect the service journal with journalctl. If the guided installation did not complete, rerun that guided installation command with --debug, as described in Set up and install Agent Control.
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Capture infrastructure-agent debug logs briefly
For infrastructure-agent failures, temporarily set log.level: debug. Choose a log file if that is useful for your environment, restart the agent, and allow a short period of normal workload to reproduce the failure. Inspect the resulting log, then restore log.level: info and restart again. New Relic’s procedure is documented at Generate logs for troubleshooting the infrastructure agent.
newrelic-infra-ctl can automate infrastructure-agent log troubleshooting. Use it as an evidence-collection aid alongside service status and ingest checks, not as a substitute for querying the affected signal.
Debug logging can rapidly increase disk use and ingest volume when logs are forwarded. Set a short reproduction window, monitor free disk space, and return to info as soon as the evidence is captured.
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Decision table for common symptoms
| Observed symptom | Most useful evidence next | Likely branch |
|---|---|---|
| No data ever appeared after installation | Generate traffic, confirm service startup, run nrdiag, inspect endpoint response, and query the correct event. |
Configuration, account/key, disabled instrumentation, or an incorrect query. |
| Data stopped during a short network incident and later returned | Compare agent timestamps with the gap and inspect post-reconnection uploads. | Buffering or delayed export may explain APM chart aggregation; verify other signals independently. |
| Logs show HTTP 403 | Validate the security key, account, and endpoint. | Authentication or authorization failure. |
| Metric requests return errors or no query results | Review HTTP response, metric payload, cardinality, request rate, and Metric-feature NrIntegrationError. |
Malformed payload or ingest limit. |
| A trace request returns but no span is queryable | Query Span in the sending account, correlate requestId, and inspect distributed-tracing errors. |
Wrong account, rejection, indexing delay, or query mismatch. |
| Infrastructure agent behavior is unclear | Enable debug briefly, reproduce, inspect the log, and restore info. |
Local configuration, startup, exporter, or permission issue. |
| Agent Control installation fails | Check service state and journalctl, then rerun the guided installer with --debug. |
Installer or host setup failure, separate from downstream ingest. |
Common mistakes that prolong the outage
- Checking only the dashboard: query
Log,Span, the relevant metric, or the event type directly first. - Using the wrong account: API keys, agents, and UI users can point at different accounts; verify the destination explicitly.
- Assuming every signal buffers identically: documented APM reconnection behavior should not be generalized to logs, metrics, events, or traces.
- Changing many settings at once: preserve the original response and log, send a small known-good test, and alter one variable per attempt.
- Leaving debug logging enabled: restore
infoafter reproduction to avoid unnecessary disk and ingest growth. - Uploading diagnostics automatically: use
-attachor-api-keyonly after deciding that sharing the diagnostic output is appropriate. - Declaring a new agent broken too quickly: generate traffic and allow the documented initial few-minute window before escalating.
When the evidence still does not identify the cause
Package a timeline rather than a screenshot: account ID, affected entity, signal, first-missing timestamp with time zone, sender version, service status, relevant agent-log lines, HTTP status and request ID, NrIntegrationError results, and the exact NRQL query that returned no data. Include whether the failure is continuous or intermittent and whether a controlled test payload appears. This lets an administrator or New Relic support distinguish collection, export, ingest, permissions, and query problems without repeating the same tests.
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