New Relic access and user management visibility issues in AEM environments
Adobe Experience Manager (AEM) encounters New Relic access issues when activation or user management options are missing or access appears incomplete. This occurs due to differences between Adobe Experience Manager as a Cloud Service (AEMaaCS) and Adobe Managed Services (AMS), where AEMaaCS supports self-service and AMS requires support-driven configuration. To resolve the issue, identify the environment type and follow the appropriate activation or request process to restore access and visibility.
Description description
Environment
Adobe Experience Manager as a Cloud Service (AEMaaCS)
Adobe Managed Services (AMS)
Adobe Experience Manager On-Premise
Issue/Symptoms
- The Activate New Relic or Manage Users option does not appear in Cloud Manager.
- Access to New Relic is unavailable or login credentials are requested directly.
- Access exists for Stage environments but not for Production.
- Only partial visibility appears for specific New Relic entities.
- New Relic stops receiving data after a period of inactivity.
Root cause
AEMaaCS provides a self-service New Relic sub-account managed through Cloud Manager and requires appropriate roles such as Business Owner or Deployment Manager. AMS environments do not expose these options because Adobe Managed Services teams handle access provisioning, license configuration, and integrations. Misalignment between environment type and expected workflow causes missing options or incomplete access.
Resolution resolution
Follow these steps to identify the environment type and restore New Relic access:
- Determine whether the environment uses AEM as a Cloud Service or Adobe Managed Services by verifying the product type in Cloud Manager or program details.
- Check if the organization appears under Cloud Manager programs to confirm AEMaaCS usage.
- Capture the Cloud Manager Program Overview page if the environment type remains unclear and use it to validate the deployment model.
For AEM as a Cloud Service (AEMaaCS)
- Open Cloud Manager, select the organization and program, navigate to the Environments card, and select Activate New Relic to start activation.
- Confirm that the activation email arrives and that New Relic begins receiving APM data.
- Navigate to the Environments card, select Manage Users, and add users by entering their first and last names and saving the changes.
- Verify that each added user receives a New Relic email and successfully signs in.
- Confirm that the total number of users stays within the supported limit and validate role permissions if access fails.
- Repeat the activation steps to re-activate the New Relic sub-account if data ingestion stops after inactivity.
- Verify that data appears in New Relic APM dashboards after reactivation.
For Adobe Managed Services (AMS)
- Create a support request and provide the email addresses of the users requiring New Relic access.
- Confirm that the Customer Success Engineer reviews the environment and determines required configuration updates.
- Wait for the New Relic license configuration to be applied to the environment servers.
- Perform the required AEM service restarts to apply the configuration changes.
- Verify that the environment instances appear in New Relic after the restart completes.
- Sign in to New Relic and confirm visibility of all required instances, including Author, Publish, Production, and Stage.
When to escalate
- The Activate New Relic or Manage Users options do not appear in Cloud Manager after confirming the correct environment type.
- New Relic does not send data after completing the activation or reactivation steps.
- Access to activation or user management features fails despite assigning the required Cloud Manager role.
- Access remains incomplete or inconsistent after adding users or completing configuration steps.
- New Relic entities do not appear after environment configuration or required restarts.
- Changes related to New Relic configuration or license setup do not take effect as expected.
- Unexpected issues occur during AEM service restarts that impact availability or monitoring visibility.
Provide relevant context such as screenshots, program and environment details, affected user details, timestamps of the issue, and any visible error messages or unexpected behavior observed in New Relic or AEM.