How to use a Support Archive to Troubleshoot Extensions

JasonWestbrook — Thu, 05 Mar 2026 15:58:36 GMT

Dynatrace Extensions allow you to monitor many different technologies that aren't already
monitored by Dynatrace's core product. While you are notified when there's an error, it can be
difficult to determine what, specifically, the problem is. Whether an extension is running on a
host, host group or an ActiveGate (AG) Group, you can download a Support Archive to help
determine what the problem is and correct it.

Preparing to download the support archive

Before we collect the Support Archive we'll need the following information:
• The monitoring configuration ID
• If using an AG, we’ll need to know which AG a monitoring configuration is assigned to.

• Enable debug logs, where possible

How to find the Monitoring Configuration ID:

Managed and SaaS:

You can find the monitoring configuration ID by choosing to edit or
view the relevant monitoring configuration. Here, you'll find the
monitoring configuration ID in the URL:

How to find the Assigned ActiveGate:

SaaS:
• Navigate to the SaaS (colored blue/purple) Extensions application
• Search for and click on the extension you're interested in. This will list their
monitoring configurations
• Expand the ">" on the left of the entry. This will expand the entry and show the
monitoring configuration ID along with the Assigned ActiveGate, if any.

In this example, we've searched for the SNMP Traps extension and have
expanded the monitoring configuration's entry to show the Monitoring
Configuration ID and assigned ActiveGate:

Managed:
Navigate to Data Explorer then create a query like so:
• Search for: "Extension - Status"
• Split By: dt.active_gate.id, dt.extension.config.id, dt.extension.name
• Filter by: dt.extension.name <Name of Extension you're interested in>

The results will show the ActiveGate ID, the monitoring configuration ID, and the name of
the extension. In this example I'm looking for the AG's assigned to our SNMP
Traps extension:

No ActiveGate is listed:

If no ActiveGate is listed, this means the ActiveGates in your group are unable to connect to the endpoint you listed in the monitoring configuration. In this case, pull the Support Archive from any ActiveGate in the group as this will contain useful information on why it couldn't connect.

Verbose / Debug Logs:

Some extensions will have the option to add Verbose or Debug level logs. When
troubleshooting an extension, enabling this feature is a good idea. This adds [Debug]
entries into the logs and, for some extensions, is essential to effectively troubleshoot.
However, it's important to remember to turn these off when you're done
troubleshooting as it adds unnecessary overhead during normal operation.

To enable debug logs, please follow these steps in order:

Edit the monitoring configuration
This presents a couple different ways:
- Enable the toggle for Debug / Verbose Logs
- Log level listbox with either INFO or DEBUG as options. Set this to DEBUG.
Save the configuration
Wait 10 minutes so these logs can populate in the Support Archive
Download the support archive (see below)
Disable the Enable Verbose Logs toggle/set Log Level to INFO

Collect the Support Archive:

Now that we know which AG or Host we want to check and have enabled debug logs where possible, we'll need to collect the Support Archive. Instructions to do so can be found here:

How to Collect a Support Archive

Once downloaded, you'll need to unzip it to a convenient location. If you're downloading a host's support archive, you will also need to unzip the SupportArchive.zip file within it.

How to read the support archive

To read a support archive, we'll go over the following:

Recommended programs to view them
Where the logs are located
Which files to check
How to easily search logs for important information
Errors that you can ignore

Recommended Programs:

We recommend using a powerful text editor such as Visual Studio Code or Notepad++ to view these files as the formatting options these programs offer will make them much easier to read.

Where the logs are located:

The location of the extension's log files differs slightly depending on if you're reading them from a host or ActiveGate:

Host: <RootFolder>/AGENT/logs/extensions/datasources/extensions/<extensionName>
ActiveGate:
<RootFolder>/COLLECTOR/<ActiveGateID>/remotepluginmodule/log/extensions/<extensionName>

Which files to check:

Python3.log
Fastcheck.log
dynatracesourcesql.jar.log (for SQL extensions)
*statuses.log
ruxitagent_extensionsmodule
dynatracesourcesnmp*.log (for SNMP extensions)

All of these files are useful but python3.log and dynatracesourcesql.jar.log are the files you'll check for most extension errors.

Fastcheck.log is useful when your ActiveGate or host is unable to connect to the endpoint you specified in your monitoring configuration(e.g. No ActiveGate is assigned to the monitoring configuration).

How to search logs for important information:

The following will reference this error from the Windows Scheduled Tasks extension (found in a python3.log file):

Look for [err]
Most errors are labelled with this tag and this makes it easy to locate errors for your extension.
Look for DEC error codes. For example:

Here we can see a DEC error code of DEC:9F
when you open a support ticket, you can provide this code to the support technician. They can look this up to gain guidance on how to solve the issue.
Look for the the monitoring configuration ID
When your ActiveGate or host is assigned to multiple monitoring configurations, it's important to ensure the error you're looking at is for the correct monitoring configuration. Every line in python3.log and dynatracesourcesql.jar.log begins with the monitoring configuration ID. Here, that is: 0fe5adb2-2f20-3da8-a750-6dee882b2ed9
Most extensions' timestamps are in UTC but a few exceptions will be in local time (e.g. IBM MQ)

Errors you can ignore:

Many extensions will have errors that are always going to be there that can be ignored.
This is a challenge of supporting a wide range of versions or covering a wide spectrum of
data that may or may not have entries associated with them. The following is a list of
errors that you may see in popular extensions that can be ignored:

Invalid column name physical database name
These queries will always fail on old non-Azure databases.

Empty results for Azure queries
A query that contains "Azure" somewhere inside. These queries will always return empty on non-azure databases.
NotOpenSSL warning
Example:
NotOpenSSLWarning: urllib3 v2 only supports OpenSSL 1.1.1+, currently the 'ssl' module is compiled with 'Dynatrace Cryptographic Module 1.1'. See: https://github.com/urllib3/urllib3/issues/3020You'll see this warning for any extension that uses SSL.
InsecureWarning: Unverified HTTPS request is being made to host 'IPAddress/Hostname'. Adding certificate verification is strongly advised.
You'll see this warning if you do not select 'Validate SSL Certificate' in the monitoring configuration.

Frequently Asked Questions:

What if the monitoring configuration isn't assigned to any ActiveGate?
- If you're experiencing an "Failed to assign monitoring configuration to ActiveGate" error, it means that there was an attempt to assign an ActiveGate to your monitoring configuration but it could not. In this case, you'll want to download each ActiveGate and check to see which one tried to connect. You'll know if it tried because it will have a folder with the extension name in the extensions folder (e.g. com.dynatrace.extension.dell-powermax for the Dell PowerMax extension). Check the fastcheck.log file for any errors here to learn why it didn't get assigned.
- I have a JMX extension but do not see any information regarding it in these logs. Why?
  Unfortunately, JMX extensions will rarely, if ever, offer anything of use in a Support Archive. The vast majority of JMX extension issues we see is due to the mBeans not being exposed so I would recommend checking that. Otherwise feel free to open a support ticket and support staff will be happy to assist.

Summary

In this guide, we talked about what information we need to pull the correct Support Archive, which
files to investigate and how to find and read these errors. We also provided a few errors that you can safely ignore or are not relevant to any extension issue you come across.

What's next

If you are trying to troubleshoot an extension issue and need further assistance, please feel free to open a Support ticket.

If you'd like to see this article expanded or enhanced please feel free to leave a comment.

Re: How to use a Support Archive to Troubleshoot Extensions

AntonPineiro — Fri, 17 Oct 2025 08:38:20 GMT

Thank you!

Re: How to use a Support Archive to Troubleshoot Extensions

AntonioSousa — Thu, 23 Oct 2025 21:31:11 GMT

Tanks @JasonWestbrook for the good explanation.

This should be able to make it into the documentation.

article How to use a Support Archive to Troubleshoot Extensions in Troubleshooting

How to use a Support Archive to Troubleshoot Extensions

Preparing to download the support archive

How to find the Monitoring Configuration ID:

How to find the Assigned ActiveGate:

Verbose / Debug Logs:

Collect the Support Archive:

How to read the support archive

Recommended Programs:

Where the logs are located:

Which files to check:

How to search logs for important information:

Errors you can ignore:

Frequently Asked Questions:

Summary

What's next

Re: How to use a Support Archive to Troubleshoot Extensions

Re: How to use a Support Archive to Troubleshoot Extensions