DocumentationExperience Cloud KCS

AEM Cloud Manager: Restore missing New Relic APM metrics after deployment

Last update: August 18, 2026

This article provides steps to resolve the issue where New Relic APM metrics, such as response time and error rate, are missing after deploying an Adobe Experience Manager environment using Cloud Manager.

Description description

After deploying an Adobe Experience Manager (AEM) as a Cloud Service environment through Cloud Manager, expected New Relic APM metrics (such as response time, error rate, and transaction details) don’t appear in the New Relic console. The New Relic sub-account shows as not activated in Cloud Manager, and the option to activate New Relic isn’t available in the environment action menu. No explicit error messages are shown, but telemetry data is missing under APM & Services for the Author/Publish entities.

Environment

  • Adobe Experience Manager as a Cloud Service (AEMaaCS) (all versions)

Symptoms

  • Missing APM metrics (response time, error rate, transaction details) in New Relic after environment deployment
  • New Relic sub-account shows as not activated in Cloud Manager.
  • Activation option for New Relic isn’t available in the environment action menu.

Cause

The New Relic sub-account was not activated in Cloud Manager, preventing telemetry data from being sent to New Relic. Activation and a successful deployment pipeline run are required to apply the New Relic configuration.

Resolution resolution

Follow the steps below to resolve the issue:

  1. In Cloud Manager, open the affected program.

  2. Navigate to the Environments section.

  3. Open the environment action menu and select Activate New Relic.

    • You must have the Business Owner role for the program to perform this action.

  4. Once New Relic is activated, run a successful deployment pipeline for the affected environment to apply the New Relic configuration and license key.

  5. After the pipeline completes, log in to New Relic and check APM & Services for the Author/Publish entities to confirm that metrics such as response time and error rate are now visible.

  6. If the activation option is unavailable even when logged in as a user with the Business Owner role, gather the following information:

    • A screenshot of the environment action menu showing the missing activation option

    • Confirmation of your user role in Cloud Manager

    • Details of the affected environment

    Share this information with your organization’s designated support contact or administrator for further escalation.

recommendation-more-help
experience-cloud-kcs-help-kbarticles