AEM New Relic setup limitations and access behavior
Adobe Experience Manager (AEM) New Relic monitoring setup raises access and visibility questions when dashboards show only APM data or when login, log forwarding, or custom monitoring expectations do not match the Adobe-managed integration. This issue occurs because AEM as a Cloud Service provides an Adobe-managed New Relic sub-account with application-level telemetry and specific feature limitations. To resolve the issue, activate access, review limits, forward logs, and validate data.
Description description
Environment
Adobe Experience Manager as a Cloud Service (AEMaaCS)
Issue/Symptoms
- The New Relic dashboards show only APM data and do not show CPU, RAM, infrastructure, or custom metrics.
- You cannot log in by using an existing corporate SSO setup or an existing personal New Relic account, and the setup requires a password reset for the Adobe-managed account.
- The environment does not allow routing AEM telemetry to a customer-managed New Relic account.
- Requests for custom dashboards, custom transaction tracking, advanced alerting, or custom NRQL behavior do not work through Adobe Support.
Root cause
The issue occurs because AEM as a Cloud Service uses an Adobe-managed New Relic sub-account that receives only application-level telemetry from Adobe-maintained instrumentation. The integration does not include log ingestion in the Adobe-managed account, infrastructure monitoring, custom alerting, external integrations, SSO support, or routing telemetry to customer-managed New Relic accounts. Custom transaction tracking and NRQL behavior also remain outside Adobe Support scope.
Resolution resolution
Follow these steps to activate New Relic, understand the supported scope, and configure the supported monitoring options.
- Confirm whether New Relic is already enabled for the target AEM program by opening the program in Cloud Manager and checking the New Relic section under Monitoring.
- Activate the Adobe-managed New Relic sub-account through Cloud Manager by following the official activation flow and confirming that the activation email arrives and the login completes successfully.
- Review the supported limitations by confirming that the Adobe-managed integration does not include log ingestion, custom alerting, external integrations, SSO login, or telemetry routing to customer-managed New Relic accounts.
- Configure log forwarding in Cloud Manager if you need logs in a customer-managed New Relic account, and provide the target HTTPS ingest API key to forward logs only.
- Configure dashboards for APM data by creating custom dashboards with NRQL queries in New Relic and validating the metrics that the Adobe-managed integration exposes.
- Troubleshoot custom transaction visibility by confirming the supported scope and contacting New Relic support directly when transaction naming or NRQL segmentation does not meet the requirement.
- Enable New Relic for AEM On-Premise or Managed Services by installing and configuring the New Relic agent directly in the customer-managed environment.
- Validate the resolution by confirming that APM metrics appear in the New Relic APM UI, that the Adobe-managed login works, and that forwarded logs appear in the target destination when log forwarding is configured.
When to escalate
- The activation email does not arrive after the activation flow completes.
- The New Relic section is not visible in Cloud Manager.
- The APM data does not appear after the documented waiting period and the activation is already confirmed.
- The log forwarding setup fails even though the API key and destination details are correct.