DocumentationExperience Cloud KCS

New Relic data stops reporting after the sub-account is auto-deactivated

Last update: June 27, 2026

New Relic dashboards and APM views in AEM as a Cloud Service can suddenly stop showing data, displaying blank charts or redirecting to the generic New Relic landing page. To fix the issue, reactivate the sub-account in Cloud Manager and run a deployment pipeline to reinject the license key and resume data ingestion.

Description description

Environment

  • Adobe Experience Manager as a Cloud Service (AEMaaCS)
  • Cloud Manager
  • New Relic (New Relic One sub-account)

Issue/Symptoms

  • New Relic dashboards show no data (blank charts).
  • APM services redirect to the generic New Relic landing page with no AEM applications listed.
  • Cloud Manager displays Activate New Relic instead of Open New Relic.
  • Data stops on a specific date with no further telemetry.

Root cause:

New Relic One sub-accounts for AEMaaCS automatically disable after 30 days (previously 60 days) without user login activity. When the sub-account is disabled, the APM agent in all environments stops sending telemetry. Data does not resume until the sub-account is manually reactivated and the license key is reinjected into the services through a Cloud Manager deployment pipeline.

How to confirm

  • In Cloud Manager, open the New Relic monitoring view and check for an Activate New Relic button, which indicates the sub-account is disabled.
  • Confirm that telemetry stopped on a specific date and that charts are blank.
  • Confirm that no user logged in to the New Relic sub-account for 30 or more days.

Resolution resolution

To fix the issue,

  1. Check whether the sub-account is disabled. In Cloud Manager, go to Program > Environments > Monitoring > New Relic and look for an Activate New Relic or Activate sub-account button. If you only see Open New Relic, skip to step 3.
  2. Reactivate the sub-account. Select Activate New Relic and confirm activation. The program returns to the Active state, and the button changes to Open New Relic.
  3. Run a deployment pipeline to reinject the New Relic license key. Trigger a full-stack or deployment pipeline for each affected environment (Prod, Stage, Dev) and confirm it completes successfully.
  4. Verify data ingestion. In New Relic, go to APM & Services and select the environment (Author, Publish, Preview). Charts repopulate with JVM, transaction, and response metrics within a few minutes, and timestamps should be current.
  5. Validate that dashboards and APM entities that were previously blank now load live data, confirming at least one metric (such as response time or CPU) is updating.
  6. If telemetry does not resume after the pipeline completes, contact Adobe Support with the program ID, affected environment IDs, a screenshot of the Cloud Manager activation state, the timestamp when data stopped, and confirmation of whether anyone logged in to New Relic within the last 30 days.
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