Troubleshooting Installation Issues

The installation of the Retrace agent is very straightforward and should proceed as long as the prerequisites are met. However, in the event that the server does not appear in your account after a successful install, you can check the scenarios below to troubleshoot any underlying issue.

Incorrect API Key

An incorrect API key will prevent the server from showing up on your Retrace account.

To verify:

1. Check the API/activation key used by the agent:
   1. Windows: C:\Program Files (x86)\Stackify\Stackify.ini
   2. Linux: /usr/local/stackify/stackify-agent/stackify-agent.conf
2. Compare with the key for your account: https://s1.stackify.com/Onboarding/InstallGuide/InstallRetrace

Network Restrictions

The Retrace agent requires connectivity to our platform. If the server is behind strict network policies and that a firewall could block the agent from communicating, you may want to make an exclusion or whitelist our domains/IP addresses: Firewall Exclusions & IP Addresses

Proxied Connections

If your connection goes through a proxy server, you may want to configure the agent to go through it: How to Configure HTTP Proxies