Troubleshooting

What to do if you encounter the following issues:

  • Your application data is not reaching Observe

  • Your ports are blocked by a firewall

  • You are getting duplicate spans in Observe

My application data is not reaching Observe

If your data is not showing up in Observe, first verify that Observe Agent is receiving data from your application. See Troubleshooting the Observe Agent.

Common reasons why the Observe agent is not receiving traces from your application:

Ports blocked by firewall

Ensure that any firewalls within the same network as your app and collector are configured to allow traffic on ports 4317 and 4318. The application instrumentation uses these ports to communicate with the Observe agent.

I am getting duplicate spans in Observe

If you’re seeing multiple spans with the same span_id in the Trace Explorer, the cause may be the following:

  • Multiple layers of OTel instrumentation for the same spans

  • Multiple exporters configured (either in your Agent, OTel collector, or application code) that point to Observe

  • Some other pathway in your environment is duplicating data (e.g., proxy or load balancer)