Troubleshooting

Sharing Diagnostics with Bigeye

Most agents include a share-diagnostics command that uploads logs and diagnostic information to Bigeye support:

./bigeye-agent source share-diagnostics -m "Describe the issue"
./bigeye-agent lineage share-diagnostics -c snowflake -m "Describe the issue"
./bigeye-agent sds share-diagnostics -m "Describe the issue"
./bigeye-agent crosssource share-diagnostics -m "Describe the issue"

Common Errors

GLIBC Version Error

[PYI-13495:ERROR] Failed to load Python shared library: dlopen: /lib64/libm.so.6: version `GLIBC_2.29' not found

Cause: The Agent CLI binary depends on GLIBC, and the version required depends on the OS the executable was built for. This error means your OS has an older GLIBC version than the binary expects.

Fix: Use a VM with a newer OS version, or contact Bigeye to request an executable built for your specific OS version. You can also try the RHEL or Ubuntu-specific builds:

# RHEL
curl -O https://bigeye-public-web.s3.us-west-2.amazonaws.com/bigeye-agent-installer/latest/rhel/bigeye-agent.tar.gz

# Ubuntu
curl -O https://bigeye-public-web.s3.us-west-2.amazonaws.com/bigeye-agent-installer/latest/ubuntu/bigeye-agent.tar.gz

SSL Certificate Verification Failed

jdk.JdkError: <urlopen error [SSL: CERTIFICATE_VERIFY_FAILED] certificate verify failed: unable to get local issuer certificate>

Cause: The Python environment cannot verify the SSL certificate of the server you're connecting to. This commonly occurs in environments with TLS inspection or custom CA certificates.

Fix: Set the SSL_CERT_FILE environment variable to point to your system's CA certificate bundle:

export SSL_CERT_FILE=/etc/pki/tls/certs/ca-bundle.crt

Alternatively, configure a custom certificate in the Agent CLI:

./bigeye-agent configure
# When prompted, provide the path to your CA certificate bundle

Or set it directly in bigeye_agent.yml:

config:
  custom_certificate: /path/to/ca-bundle.crt

Docker Permission Denied

Got permission denied while trying to connect to the Docker daemon socket

Cause: Your user doesn't have permission to run Docker commands.

Fix: Either add your user to the docker group:

sudo usermod -aG docker $USER
# Log out and back in for the change to take effect

Or set docker_sudo_required: true in bigeye_agent.yml:

config:
  docker_sudo_required: true

Proxy Connection Issues

If agents fail to connect through a proxy, verify your proxy configuration:

1. Check that proxy settings are correctly set in bigeye_agent.yml
2. Ensure no_proxy includes any internal hostnames that should bypass the proxy
3. Run ./bigeye-agent sync to regenerate agent configuration after updating proxy settings

Agent Container Not Starting

If an agent container fails to start:

1. Check the logs: ./bigeye-agent <agent-type> logs
2. Verify Docker is running: docker ps
3. Check available disk space: df -h
4. Try upgrading to the latest image: ./bigeye-agent <agent-type> upgrade
5. Try stopping and restarting: ./bigeye-agent <agent-type> stop && ./bigeye-agent <agent-type> start