Merge pull request #9746 from v-albemi/new-relic-troubleshoot

AB#8053: New Relic troubleshooting articles

Author: ryanberg-aquent

support/azure/partner-solutions/index.yml

@@ -63,5 +63,9 @@ landingContent:
     linkLists:
       - linkListType: how-to-guide
         links:
+          - text:  Can't install or uninstall the agent on a VM
+            url:  new-relic/install-uninstall-extension-vm.md
           - text:  Update ingestion key after rotation
             url: ingestion-key-rotation-log-flow.md
+          - text: Resource monitoring stopped working
+            url: new-relic/resource-monitoring-troubleshoot.md

support/azure/partner-solutions/new-relic/install-uninstall-extension-vm.md

@@ -0,0 +1,65 @@
+---
+title: Can't Install or Uninstall the Agent on a Virtual Machine
+description: Resolve problems with installing or uninstalling the New Relic agent on a virtual machine. 
+author: shijojoy
+ms.author: jarrettr
+ms.reviewer: v-ryanberg
+ms.service: partner-services
+ms.topic: troubleshooting-problem-resolution
+ms.custom: New Relic troubleshooting
+ms.date: 09/18/2025
+ai-usage: ai-assisted
+
+#customer intent: As an Azure administrator or user, I want to resolve problems with installing or uninstalling the New Relic agent on virtual machines.
+
+---
+
+# Can't install or uninstall the agent on a virtual machine
+
+This article explains how to resolve problems with installing or uninstalling the New Relic agent on a virtual machine (VM). Specifically, it describes what to do if you select VMs and the **Install Extension** or **Uninstall Extension** button is unavailable.
+
+## Prerequisites
+
+- An Azure account with permissions to manage VM extensions (Contributor or Owner on the subscription or resource group, or a role with explicit extension management permissions).
+- The target VMs must be visible in the Azure portal on the **Virtual machines** page.
+
+## Symptoms
+
+- On the **Virtual Machines** page of the New Relic resource, the **Install Extension** button is unavailable (dimmed) after you select one or more VMs.
+- On the **Virtual Machines** page of the New Relic resource, the **Uninstall Extension** button is unavailable (dimmed) after you select one or more VMs.
+
+## Cause
+
+The portal enables the **Install Extension** or **Uninstall Extension** button only when the entire selection of VMs matches the required state for that action:
+
+- **Install Extension** is enabled only when none of the selected VMs has the New Relic agent installed.
+- **Uninstall Extension** is enabled only when every selected VM already has the New Relic agent installed.
+
+The Azure portal displays the agent/extension state in the **Agent status** column:
+
+- VMs on which the New Relic agent is installed show **Running** or **Shutdown**.
+- VMs on which the New Relic agent isn't installed show **Not Installed**.
+
+If your selection includes VMs in different states (some that have the agent and some that don't), neither **Install Extension** nor **Uninstall Extension** will be enabled.
+
+## Solution 
+
+1. In the Azure portal, go to the **Virtual Machines** page of the New Relic resource.
+1. To install the New Relic agent:
+   1. Select only VMs that show an **Agent status** of **Not Installed**.
+   1. Deselect any VMs that show a status of **Running** or **Shutdown**. (These VMs already have the agent.)
+   1. Confirm that the **Install Extension** button is active and then proceed.
+1. To uninstall the New Relic agent:
+   1. Select only VMs that show an **Agent status** of **Running** or **Shutdown**. (These VMs have the agent installed.)
+   1. Deselect any VMs that show a status of **Not Installed**.
+   1. Confirm that the **Uninstall Extension** button is active and then proceed.
+
+## Related content
+
+- [Manage extensions on Azure virtual machines](/azure/virtual-machines/extensions/overview)
+- [Troubleshoot VM Agent issues](../../virtual-machines/windows/windows-azure-guest-agent.md)
+- [Introduction to the Azure Native New Relic Service](https://docs.newrelic.com/docs/infrastructure/microsoft-azure-integrations/get-started/azure-native/)
+
+[!INCLUDE [azure-help-support](~/includes/azure-help-support.md)]
+
+[!INCLUDE [Third-party contact disclaimer](~/includes/third-party-contact-disclaimer.md)]

support/azure/partner-solutions/new-relic/resource-monitoring-troubleshoot.md

@@ -0,0 +1,59 @@
+---
+title: Resource Monitoring Stopped Working 
+description: Troubleshoot situations in which New Relic stops receiving logs or metrics from Azure resources.
+author: shijojoy
+ms.author: jarrettr
+ms.reviewer: v-ryanberg
+ms.service: partner-services
+ms.topic: troubleshooting-general
+ms.custom: New Relic troubleshooting
+ms.date: 09/19/2025
+ai-usage: ai-assisted
+
+#customer intent: As an Azure administrator or user, I want to troubleshoot situations in which New Relic monitoring stops working.
+
+---
+
+# Resource monitoring stopped working 
+
+This article helps you troubleshoot situations in which New Relic stops receiving telemetry (logs, metrics, or events) from Azure resources like virtual machines (VMs) and app services. 
+
+## Prerequisites
+
+- Access to the New Relic account that owns the ingest API key (API key admin or owner).
+- Access to the Azure subscription and resource group that contain the affected resources (Reader to view, Contributor/Owner to remediate or change billing).
+ 
+## Causes and solutions
+
+### Cause: Ingest API key is revoked
+
+Resource monitoring in New Relic is enabled through the *ingest API key*, which you set up at the time of resource creation. Revoking the ingest API key from the New Relic portal disrupts monitoring of logs and metrics for all resources, including virtual machines and app services. You shouldn't revoke the ingest API key.
+
+#### Solution
+
+- If the API key is revoked, contact [New Relic support](https://support.newrelic.com/).
+
+### Cause: Azure subscription suspended or deleted 
+
+If your Azure subscription is suspended or deleted for payment-related issues, resource monitoring in New Relic automatically stops. 
+
+#### Solution
+
+- If the subscription is suspended or deleted for payment-related reasons, either update the payment method or move resources to an active subscription. For more information, see [Add, update, or delete a payment method](/azure/cost-management-billing/manage/change-credit-card).
+
+### Cause: New Relic service issues
+
+New Relic manages the APIs for creating and managing resources, and for the storage and processing of telemetry data. The New Relic APIs might be on or outside of Azure. Some issues can originate outside of Azure.  
+
+#### Solution
+
+If your Azure subscription and resource are working correctly but the New Relic portal shows problems with monitoring data, contact [New Relic support](https://support.newrelic.com/).
+
+## Related content
+
+- [Add, update, or delete a payment method](/azure/cost-management-billing/manage/change-credit-card)
+- [New Relic support](https://support.newrelic.com/)
+
+[!INCLUDE [azure-help-support](~/includes/azure-help-support.md)]
+
+[!INCLUDE [Third-party contact disclaimer](~/includes/third-party-contact-disclaimer.md)]

support/azure/partner-solutions/toc.yml

@@ -49,6 +49,8 @@ items:
       href: informatica/resource-creation.md
 - name: New Relic
   items:
+    - name: Can't install or uninstall the agent on a VM
+      href: new-relic/install-uninstall-extension-vm.md
     - name: Diagnostic settings manual update
       href: diagnostic-settings-manual-update.md
     - name: Diagnostic settings not created
@@ -59,5 +61,5 @@ items:
       href: log-forwarding-persists.md
     - name: Log limitations
       href: log-limitations.md
-
-
+    - name: Resource monitoring stopped working
+      href: new-relic/resource-monitoring-troubleshoot.md