Ruby Troubleshooting Framework Install

Once you’ve installed the Ruby agent, you should see data reporting within a few minutes. If you’re having trouble, these are the steps that our support teams take to troubleshoot, and we hope they will help you find and resolve the issue quickly.

  1. Confirm the app is receiving traffic, has been for at least 5 min, and continues to receive traffic during troubleshooting

  2. Run the Diagnostics CLI to collect data then validate the following…

    1. Confirm Ruby version meets requirements.
    2. Verify OS meets requirements.
    3. Verify existence of newrelic_rpm in Gemfile/Gemfile.lock
    4. Verify newrelic.yml file is present as described in our Ruby Agent Install Documentation.
    5. Ensure configuration is valid with a license key and app name.
    6. Check for the existence of ruby agent logs in the default path.
    7. Check that agent can connect to the New Relic collector.
    8. Verify agent isn’t an EOL version.
    9. Check for a “reporting to” line in the logs.
    10. Check for High Security Mode configuration mismatches.
  3. In newrelic.yml file, make sure monitor_mode is set to true OR absent (which should default to true). Unless you are running in development where the default for monitor_mode is false.

  4. Verify the environment the you are starting the application in and compare to newrelic.yml settings.

  5. Check for a missing dispatcher in the agent logs. Could explain missing data.

  6. In newrelic.yml file, make sure agent_enabled is true OR absent, since the default should be true.

  7. If there are no logs in the root directory of the application, ensure that the log file path wasn’t changed and that logs are enabled in the agent configuration.

  8. Ensure you are using a supported Ruby framework.

  9. Check New Relic ENV variables for the application to see if any configuration is being set via ENV variables.

  10. Check if application name is the expected one.

  11. Check debug level agent logs for network issues.

    • Ensure your network allows connections as listed in New Relic’s Network info
    • If you are using a proxy, ensure the proxy info is in the agent configuration.
  12. Check if you are using custom SSL in the configuration.

  13. If using a containerized environment, make sure you installed the agent in the container itself.

  14. If using Heroku, verify that the agent was installed correctly. Also refer to the New Relic Heroku Add-on documentation. If you are still unable to resolve the issue please reach out to Heroku Support.

  15. If not using Heroku, and you are still unable to resolve the issue please reach out to New Relic Global Technical Support by going to Please be sure to mention, in as much detail as possible, the steps you have tried already and details of what you expect to see and what you are seeing.