Connection Intermittencies in SQL Extension Created with Extension Creator and Support Response

[eddbarrientos19]

Hello,

We have opened a ticket with Dynatrace support due to issues with an extension for database queries created using the Extension Creator application.

The issue we're facing is connection intermittencies in the data displayed in the Data Explorer. Upon analyzing the extension and ActiveGate logs, we found the following error:

The polling ended with issues for the endpoints: 10.187.5.26:50000:ESBDB.

To mitigate this, we increased the execution time in the timeframe, which removed the error from the logs. However, the intermittencies persist in the Data Explorer data.

Support's response was that, since this is a "custom extension", it is outside of Dynatrace's support scope. However, we believe this response may not be entirely accurate, as the extension was created with Extension Creator, an official Dynatrace tool, and utilizes the SQL framework provided by the platform.

I would appreciate feedback on two points:

1. Has anyone else experienced these connection intermittencies using extensions created with Extension Creator? How did you resolve or mitigate them?
2. Is the support response valid in stating that they do not provide support for an extension created with their own tools and frameworks? Considering that this issue is happening with multiple clients and several of my colleagues, we would like to know if anyone else has encountered this situation and how they managed it with support.

Thank you in advance for your feedback and suggestions!

[vagiz_duseev]

Hi,

This specific warning "The polling ended with issues for the endpoints: 10.187.5.26:50000:ESBDB." warrants a closer look into the support archive. 

I assume the extension you've created is for DB2 based on the port. The support archive will have the logs approximately here:

Which logs to read?​

All relevant logs are located here (example):

SupportArchiveBFXXX/COLLECTOR/0x0000000012345/remotepluginmodule/log/extensions/

There are to places inside that directory that interest us:

1. Files that look like this: ruxitagent_extensionsmodule_5740.1.log
2. And everything inside datasources/<your-extension-folder> folder.

There you should be able to find specific error message or problem raised by the DB2 JDBC driver which will indicate exactly, why the query has timed out or failed, resulting in data gaps.