--- schema_version: "1" id: 7d7078b3a73629b099816dc5dbac2096c2751facf8eaf37ff54fc527028af271 title: Troubleshoot the Runtime Manager Agent collection: mulesoft version: current locale: en-us portal_url: https://docs.salesforce.com/mulesoft/current/en-us/runtime-manager/debugging-the-runtime-manager-agent.md canonical_url: https://docs.mulesoft.com/runtime-manager/debugging-the-runtime-manager-agent source_site: docs.mulesoft.com content_type: documentation content_hash: 765cd4a5164bd1e2c1f778baf52d6cecdaca057fbadf5fc4ac9e74a117c0fb02 description: MuleSoft Documentation Site latest: true --- --- product: Runtime Manager keywords: agent, mule, servers, monitor, notifications, external systems, get status, metrics --- # Troubleshoot the Runtime Manager Agent > For the full documentation index, see: https://docs.mulesoft.com/llms.txt [![logo hybrid active](/mulesoft/current/en-us/_/img/icons/hybrid-cloud.svg "Hybrid")Hybrid](deployment-strategies#hybrid-deployments)[ ![logo server active](/mulesoft/current/en-us/_/img/icons/server-cloud.svg "Anypoint Platform PCE")Private Cloud Edition](deployment-strategies#anypoint-platform-private-cloud-edition) Connection issues between your on-premises Mule runtime engine and the Runtime Manager agent might cause discrepancies, such as metrics not appearing in the server monitoring dashboard in Runtime Manager. > [!NOTE] `$MULE_HOME` is environment variable that specifies the location where you installed Mule. > These instructions use paths for Mac or Linux. If you are using Windows, replace the `$MULE_HOME` > path with `%MULE_HOME%`. ## Troubleshoot Connection Issues Between the Agent and Mule To troubleshoot connection issues: 1. Check the JVM you are using. If you are using the IBM JVM, you must use a different truststore file than the default truststore installed by the Runtime Manager agent. 2. Ensure you are using the latest agent version. 1. Check the agent version. In the Runtime Manager navigation menu, select **Servers** and then click the server name. The agent version appears on the **Dashboard** page: ![Runtime Manager agent version on the server Dashboard page](/mulesoft/current/en-us/runtime-manager/_images/rtm-agent-version.png) Figure 1. The arrow shows the Runtime Manager agent version on the server **Dashboard** page. 2. Check the [Runtime Manager Agent Release Notes](https://docs.mulesoft.com/release-notes/runtime-manager-agent/runtime-manager-agent-release-notes) to determine the latest agent version compatible with your Mule version. 3. Update the agent, if necessary. See [Update the Agent](https://docs.mulesoft.com/runtime-manager/installing-and-configuring-runtime-manager-agent#update-the-agent). 3. Verify that the license and certificate are not expired. 1. In the Runtime Manager navigation menu, select **Servers** and then click the server name. The expiration dates appear on the **Dashboard** page: ![Expiration dates on the server Dashboard page](/mulesoft/current/en-us/runtime-manager/_images/rtm-server-expirations.png) Figure 2. The arrow shows the expiration dates on the server **Dashboard** page. To view the dashboard for a server in a server group or cluster, click the server name in the details pane. - If the license has expired, see [Install an Enterprise License](https://docs.mulesoft.com/on-premises/latest/installing-an-enterprise-license). - If the certificate has expired, see [Renew Server Certificates](https://docs.mulesoft.com/runtime-manager/servers-cert-renewal). 4. Verify connectivity with all required hosts. 1. Ensure that you allow access to required hosts and ports for Anypoint Platform services. See [Ports, IP Addresses, and Hostnames to Allow](https://docs.mulesoft.com/runtime-manager/rtm-agent-allowlists). 2. Verify that your firewall or proxy server is not intercepting the Runtime Manager certificate. See [Verify That the Proxy Server Does Not Modify the Runtime Manager Certificate](https://docs.mulesoft.com/runtime-manager/rtm-agent-proxy-config#verify-that-the-proxy-server-does-not-modify-the-runtime-manager-certificate). 5. Verify that the `mule-agent.yml` file is not corrupted or empty. The `mule-agent.yml` file contains configuration information for the agent. If the `$MULE_HOME/conf/mule-agent.yml` file contains non-ASCII characters or is empty: - If you have a backup, use it to restore the corrupted `mule-agent.yml` file. - If you don’t have a backup, follow these steps: 1. Remove the Mule server from Runtime Manager. See [Shut Down, Restart, or Delete Servers](https://docs.mulesoft.com/runtime-manager/servers-actions). 2. Uninstall the agent. See [Uninstall the Agent](https://docs.mulesoft.com/runtime-manager/installing-and-configuring-runtime-manager-agent#uninstall-the-agent). 3. Update the agent to the latest supported version. See the [Runtime Manager Agent Release Notes](https://docs.mulesoft.com/release-notes/runtime-manager-agent/runtime-manager-agent-release-notes) and [Update the Agent](https://docs.mulesoft.com/runtime-manager/installing-and-configuring-runtime-manager-agent#update-the-agent). 4. Add the Mule server to Runtime Manager. See [Add Servers to Runtime Manager](https://docs.mulesoft.com/runtime-manager/servers-create). ## Collect Agent Installation Information for Support You can use the `$MULE_HOME/bin/amc_debug` script to collect information used by Support to troubleshoot the Anypoint Runtime Manager agent installation issues. If following the troubleshooting steps doesn’t solve your problem with the Runtime Manager agent, run the script and save the output before filing a support ticket. The `amc_debug` script performs the following actions: 1. Discovers the Mule agent JVM process 2. Extracts the thread dump (not forced if possible) 3. Optionally extracts the heap dump (if you specify the `-heap` option) This step can cause delays in running applications. 4. Extracts the Java version, CPU usage, memory usage, and disk usage 5. Copies all logs 6. Copies the configuration files for the Runtime Manager agent 7. Archives all the information collected in a ZIP file ### Run the amc\_debug Script To run the `amc_debug` script to collect information about the agent installation: 1. Open a terminal window and change to the `$MULE_HOME/bin` folder. 2. Run the script: `./amc_debug` Include the `-heap` option to extract the heap in addition to the other data. After the script finishes, the folder `$MULE_HOME/bin` contains a ZIP file with a name similar to `snapshot_202103161626.zip`. 3. Send the ZIP file to Support. > [!NOTE] The `amc_debug` script is currently available on Linux/Unix-based systems only. ## See Also - [Install or Update the Runtime Manager Agent](https://docs.mulesoft.com/runtime-manager/installing-and-configuring-runtime-manager-agent) - [Event Tracking](https://docs.mulesoft.com/runtime-manager/event-tracking) - [Runtime Manager Agent Notifications](https://docs.mulesoft.com/runtime-manager/runtime-manager-agent-notifications) - [Extend the Runtime Manager Agent](https://docs.mulesoft.com/runtime-manager/extending-the-runtime-manager-agent) - [Internal Handler Buffering](https://docs.mulesoft.com/runtime-manager/internal-handler-buffering)