Enable New Real User Monitoring Experience: Unable to enable
When we try to enable the new experience, the following error appears:
New Real User Monitoring Experience can’t be enabled.
We would like to clarify a few things:
Is the New Real User Monitoring Experience supported for environments using the Dynatrace Classic License, or is it exclusively available to environments using the Dynatrace Platform Subscription (DPS)?
Are there any licensing requirements, feature entitlements, or configuration prerequisites that must be met before this feature can be enabled?
If the feature is supported with a Classic License, what troubleshooting steps should we follow to identify why the enablement is failing?
We would appreciate any clarification regarding licensing compatibility and the requirements for enabling the new RUM experience.
The message “New Real User Monitoring Experience can’t be enabled” is a licensing gate, not a configuration issue. Your environment is on a Classic License, which does not include Grail access, so the toggle is blocked at the platform level. There is no workaround or configuration change that will unlock it on a Classic License.
The new RUM experience is built on Grail. Its a DPS-exclusive capability and is not available on Classic License environments. Because the new RUM experience depends on Grail for data ingestion and querying (via DQL), it cannot be enabled without DPS regardless of your current RUM configuration.
Impact of upgrading to DPS - just for you knowledge
If you do upgrade to DPS, enabling the new RUM experience:
Does not replace Classic RUM — both run in parallel
Does not break existing dashboards, metrics, or alerting
Increases data volume slightly, as additional events are sent to Grail
Unlocks the new web and mobile RUM apps, session replay improvements, Core Web Vitals via DQL, and user session querying with fetch user.sessions
