Support Required – Issues and sessions Not Captured in Dynatrace

PoojaPandit — Thu, 14 Aug 2025 05:48:36 GMT

Hi Team,

We have observed multiple monitoring gaps in the App Dynatrace setup, and need your support to investigate why these issues were not captured. Details are as follows:

Crash count mismatch
- The number of crashes shown in Dynatrace does not match the crash count in Google Play Store. We need to understand possible reasons and how to ensure alignment.
Missing customer records in application
- For example, customer number 8448809302 purchased a vehicle at the dealership. On his mobile, the application does not display data and features.
- However, when we logged in with the same customer number on another device, the application worked properly.
- We need to check why Dynatrace is not capturing this type of data sync or display issue.
No diagnosis for a legal case issue
- For a customer case escalated to legal, there is an intermittent response failure from OTC that is not being captured in Dynatrace.
- This prevents us from inspecting historical records of these failures.
- Notably, the complete customer base showed no issues before 14th July, even though we were aware that the problem existed.
- We need guidance on how to capture such intermittent backend/service failures for better root cause analysis.

Please review these points and advise on the possible causes and corrective actions so that we can improve our Dynatrace instrumentation and monitoring coverage.

Thanks and Regards,

Pooja

Re: Support Required – Issues and sessions Not Captured in Dynatrace

anna_zajaczkows — Mon, 18 Aug 2025 08:46:17 GMT

Hello Pooj,

Can you please raise a support ticket for the mentioned issues?

Kind regards,

Anna

topic Re: Support Required – Issues and sessions Not Captured in Dynatrace in Real User Monitoring

Support Required – Issues and sessions Not Captured in Dynatrace

Re: Support Required – Issues and sessions Not Captured in Dynatrace