All Transactions Marked as "Unknown" After Migrating from x86 (Amazon Linux 2) to ARM64 (Ubuntu)

[gourav-rcrm]

Description

We were previously running PHP 8+ on an x86 (Amazon linux 2) architecture, and all transactions were recorded correctly in New Relic.
However, after migrating our server to ARM64 (Ubuntu) without changing the PHP version, all transactions in New Relic are now marked as "Unknown."

Steps to Reproduce

• OS: Ubuntu 24.04 LTS
• PHP: 8.3.6 (ARM64)
• New Relic Daemon: 11.5.0.18
• New Relic Infrastructure Agent: 1.59.2
• Laravel Framework: Lumen 10.0.3

Relevant Logs / Console output

New Relic agents appear to be running fine on ARM64,

root@ip-13-0-27-176:~# systemctl status newrelic-daemon.service 
● newrelic-daemon.service - LSB: The New Relic Proxy Daemon
     Loaded: loaded (/etc/init.d/newrelic-daemon; generated)
     Active: active (exited) since Thu 2025-01-30 17:26:23 UTC; 20min ago
       Docs: man:systemd-sysv-generator(8)
    Process: 26148 ExecStart=/etc/init.d/newrelic-daemon start (code=exited, status=0/SUCCESS)
        CPU: 8ms

Jan 30 17:26:23 ip-13-0-27-176 systemd[1]: Starting newrelic-daemon.service - LSB: The New Relic Proxy Daemon...
Jan 30 17:26:23 ip-13-0-27-176 newrelic-daemon[26148]: New Relic Daemon: newrelic-daemon already running
Jan 30 17:26:23 ip-13-0-27-176 systemd[1]: Started newrelic-daemon.service - LSB: The New Relic Proxy Daemon.

root@ip-13-0-27-176:~# systemctl status newrelic-infra.service 
● newrelic-infra.service - New Relic Infrastructure Agent
     Loaded: loaded (/etc/systemd/system/newrelic-infra.service; enabled; preset: enabled)
     Active: active (running) since Thu 2025-01-30 17:26:24 UTC; 20min ago
   Main PID: 26162 (newrelic-infra-)
      Tasks: 17 (limit: 9357)
     Memory: 19.6M (limit: 1.0G peak: 23.0M)
        CPU: 8.947s
     CGroup: /system.slice/newrelic-infra.service
             ├─26162 /usr/bin/newrelic-infra-service
             └─26170 /usr/bin/newrelic-infra

Jan 30 17:26:25 ip-13-0-27-176 newrelic-infra-service[26170]: time="2025-01-30T17:26:25Z" level=info msg="Agent plugin" plug>
Jan 30 17:26:25 ip-13-0-27-176 newrelic-infra-service[26170]: time="2025-01-30T17:26:25Z" level=info msg="Agent plugin" plug>
Jan 30 17:26:25 ip-13-0-27-176 newrelic-infra-service[26170]: time="2025-01-30T17:26:25Z" level=info msg="Agent plugin" plug>
Jan 30 17:26:25 ip-13-0-27-176 newrelic-infra-service[26170]: time="2025-01-30T17:26:25Z" level=info msg="Agent plugin" plug>
Jan 30 17:26:25 ip-13-0-27-176 newrelic-infra-service[26170]: time="2025-01-30T17:26:25Z" level=info msg="Agent plugin" plug>
Jan 30 17:26:25 ip-13-0-27-176 newrelic-infra-service[26170]: time="2025-01-30T17:26:25Z" level=info msg="Agent plugin" plug>
Jan 30 17:26:25 ip-13-0-27-176 newrelic-infra-service[26170]: time="2025-01-30T17:26:25Z" level=info msg="Agent plugin" plug>
Jan 30 17:26:25 ip-13-0-27-176 newrelic-infra-service[26170]: time="2025-01-30T17:26:25Z" level=info msg="Agent plugin" plug>
Jan 30 17:26:25 ip-13-0-27-176 newrelic-infra-service[26170]: time="2025-01-30T17:26:25Z" level=error msg="Communicating wit>
Jan 30 17:26:26 ip-13-0-27-176 newrelic-infra-service[26170]: time="2025-01-30T17:26:26Z" level=info msg="connect got id" ag

root@ip-13-0-22-103:/var/log/newrelic# tail -f newrelic-daemon.log 
2025/01/31 06:33:22.710166 (24341) Info: collector configuration is &{CAFile: CAPath: Proxy:**REDACTED**}
2025/01/31 06:33:22.710396 (24341) Info: daemon listening on @newrelic
2025/01/31 06:33:22.823750 (24335) Info: watcher received signal 15 - exiting
2025/01/31 06:33:22.823964 (24341) Info: worker received signal 15 - sending remaining data
2025/01/31 06:33:22.824005 (24341) Info: worker sent remaining data, now exiting
2025/01/31 09:05:44.434943 (50922) Info: New Relic daemon version 11.5.0.18-5b320e850eb0 [listen="@newrelic" startup=init pid=50922 ppid=50918 uid=0 euid=0 gid=0 egid=0 runtime="go1.23.1" GOMAXPROCS=2 GOOS=linux GOARCH=arm64]
2025/01/31 09:05:44.438837 (50928) Info: New Relic daemon version 11.5.0.18-5b320e850eb0 [listen="@newrelic" startup=init pid=50928 ppid=50922 uid=0 euid=0 gid=0 egid=0 runtime="go1.23.1" GOMAXPROCS=2 GOOS=linux GOARCH=arm64]
2025/01/31 09:05:44.443400 (50933) Info: New Relic daemon version 11.5.0.18-5b320e850eb0 [listen="@newrelic" startup=init pid=50933 ppid=50928 uid=0 euid=0 gid=0 egid=0 runtime="go1.23.1" GOMAXPROCS=2 GOOS=linux GOARCH=arm64]
2025/01/31 09:05:44.443544 (50933) Info: collector configuration is &{CAFile: CAPath: Proxy:**REDACTED**}
2025/01/31 09:05:44.443947 (50933) Info: daemon listening on @newrelic

root@ip-13-0-22-103:/var/log/newrelic# tail -f php_agent.log 
2025-01-31 09:09:01.705 +0000 (51022 51022) info: attempt daemon connection via '@newrelic'
2025-01-31 09:09:01.705 +0000 (51022 51022) info: New Relic 11.5.0.18 ("emerald" - "5b320e850eb0") [daemon='@newrelic'  php='8.3.6' zts=no sapi='cli'  pid=51022 ppid=50998 uid=0 euid=0 gid=0 egid=0 backtrace=yes startup=init os='Linux' rel='6.8.0-1008-aws' mach='aarch64' ver='#8-Ubuntu SMP Sat Apr 20 02' node='ip-13-0-22-103']
2025-01-31 09:09:01.705 +0000 (51022 51022) warning: A global default license has not been set or has invalid format. Please add a 'newrelic.license' key in the global php.ini or in the newrelic.ini file, or ensure that a valid license is provided on a per-virtual host or per-directory basis.
2025-01-31 09:09:01.758 +0000 (51035 51035) info: attempt daemon connection via '@newrelic'
2025-01-31 09:09:01.758 +0000 (51035 51035) info: New Relic 11.5.0.18 ("emerald" - "5b320e850eb0") [daemon='@newrelic'  php='8.3.6' zts=no sapi='cli'  pid=51035 ppid=50998 uid=0 euid=0 gid=0 egid=0 backtrace=yes startup=init os='Linux' rel='6.8.0-1008-aws' mach='aarch64' ver='#8-Ubuntu SMP Sat Apr 20 02' node='ip-13-0-22-103'

Your Environment

Previous Working Configuration (x86)

• OS: Amazon Linux 2
• PHP: 8.3.8 (x86_64)
• New Relic Daemon: 11.3.0.16
• New Relic Infrastructure Agent: 1.57.2
• Laravel Framework: Lumen 10.0.3

Current Non-Working Configuration (ARM64)

• OS: Ubuntu 24.04 LTS
• PHP: 8.3.6 (ARM64)
• New Relic Daemon: 11.5.0.18
• New Relic Infrastructure Agent: 1.59.2
• Laravel Framework: Lumen 10.0.3

[newrelic-php-agent-bot]

Thank you for your issue report. A member of the New Relic PHP Agent Team will review your report and endeavor to respond in a timely manner.
Need troubleshooting help? Please review some of our common troubleshooting documentation, starting with generating debug logs. From there, additional resources and tips are available in our troubleshooting section, accessible from the left-hand panel of our documentation site. Additionally, please be sure to visit our Explorer's Hub, where other members of the community may have solved an issue similar to yours with the help of our Support team members.
Have a question regarding support for an Operating System, PHP Version, Framework, or Library? Please take a look at our Compatibility Docs.
Binary support for ARM-based CPU architecture is now available via the tarball installation method for PHP Versions 8.0+!
General installation instructions can be found on our Installation Overview page.
Need more information about an Agent INI setting? Our Configuration page contains an explanation for each INI setting and how to modify the defaults.
Looking for something else? All New Relic PHP Agent Documentation can be found under our Introduction page.

[zsistla]

Hello and thank you for providing details about the issue.

Based on the logs snippet provided, the PHP Agent is not connecting to the daemon.
Based on the timestamps, the daemon isn't running when the agent is trying to connect.

Please review review the installation instructions found on our Installation Overview page to ensure the agent/daemon were installed correctly. Please verify your INI settings to ensure the license key was set, and if you have separate PHP INI directories for web and CLI, please ensure both locations have been updated.

Please visit our Explorer's Hub for further installation and configuration questions.

[gourav-rcrm]

@zsistla

I have already checked this. If you look at the logs closely, it was unable to connect to the daemon earlier, but after 09:09:01, it successfully connected to daemon.

[zsistla]

There's no indication in the daemon logs that it has successfully connected the New Relic PHP Agent to the New Relic backend.

There would be something like this in the daemon log:

2024/12/02 15:33:38.227853 (21) Info: Reporting to: https://newrelic.com/accounts/ACCOUNTNUMHERE/applications/APPLICATIONTNUMHERE
2024/12/02 15:33:38.228184 (21) Info: app 'ACCOUNTNAMEHERE' connected with run id 'RUNIDHERE'

Please fill out a support ticket or visit our Explorer's Hub for further installation and configuration questions. Since it's a new installation on a new architecture they can help you with the configuration and help you debug further. Additionally, due to the potentially sensitive nature of the information that will need to be collected, such as PHPInfo and Debug Logs, they are equipped to get that info in a private manner.

[newrelic-php-agent-bot]

This issue has been identified as requiring additional information to debug. Due to the potentially sensitive nature of the information we may have to collect, such as PHPInfo and Debug Logs, please follow these steps to create a support case, where a member of our New Relic Support Team will work with you to gather the necessary information securely and help debug your issue.
If your subscription level does not include technical support, the other option available to customers is to use New Relic’s community support channel: Explorers Hub. From there, a member of our New Relic Support Team will work with you to gather the necessary information securely and help debug your issue. For all available options on how to get support, please see these resources.

[gourav-rcrm]

@zsistla It is successfully connecting to the daemon (see the screenshot), and all transactions are marked as "Unknown." Please look into this.

PS: I've also raised this issue on the New Relic Explorer Hub.

---

@gourav-rcrm I removed the screenshot to protect your account data.

[zsistla]

@gourav-rcrm I removed the screenshot to protect your account data.
Thank you for posting on explorer's hub.
A member of our New Relic Support Team will work with you to gather the necessary information securely.

[gourav-rcrm]

@zsistla New Relic Explorer Hub team isn't responding.

https://forum.newrelic.com/s/hubtopic/aAXPh0000008jmLOAQ/new-relic-transactions-marked-as-unknown-after-migrating-from-x86-to-arm64

Can you please help out? This is a pretty big blocker for us right now.

[zsistla]

@gourav-rcrm ,

Please try using the diagnostics tool that the Explorer Hub Team recommended in their reply to you.
Additionally, you provided the permalink that they are reviewing now.
They will work with you to gather the sensitive data that is needed for debugging beyond that.

[gourav-rcrm]

@zsistla We ran the diagnostics tool, and the results appear to be successful, though there are some warnings. Can you please take a look?