FAQ
This page answers the most common questions about using Bonree ONE. Before troubleshooting, confirm the selected environment, resource domain, and time range.
Platform and Accounts
What is Bonree ONE?
Bonree ONE is an integrated intelligent observability platform that collects and correlates data from user experience monitoring, application services, logs, traces, infrastructure, networks, events, and alerts. You can use unified views to identify anomalies and combine topology, metrics, logs, and traces to locate the cause. For more information, see What is Bonree ONE.
Which deployment options does Bonree ONE support?
Bonree ONE supports public-cloud SaaS and private deployments. To request a public-cloud account, contact Bonree through its website or service hotline. For a private deployment, the Bonree team helps assess the required resources and implement the platform. The public-cloud platforms for users in the Chinese mainland and other regions are isolated from each other, so sign in to the platform associated with your account application. For details, see Create Your Account.
What is the difference between a Master Account and an IAM User?
A Master Account represents a tenant and is the management entity for licenses, environments, users, and permissions. It has platform administration permissions by default. An IAM User is an account used by a member of the organization. The features and data visible to an IAM User are determined by their roles, environments, and resource domains.
To sign in as an IAM User, select IAM User Login and enter the Master Account and IAM User credentials. IAM Users cannot sign in through Master Account Login. For details, see Creating and Managing IAM Users.
How can I quickly find a feature?
Open the Application Center and search by feature name or keyword. You can also add frequently used menus to favorites to pin them to the left navigation bar. Recently opened features appear automatically in the Recently Used section. The platform also supports switching between the new and legacy navigation modes. For details, see Using Navigation.
What should I do if an IAM User cannot sign in or is shown as frozen?
Contact the Master Account administrator to check the account status in the IAM User list. The administrator can reset the password, unfreeze the account, or update the user information. If Inactive User Freeze is enabled, an IAM User who has not signed in within the configured period is frozen automatically and must be unfrozen before signing in again. For details, see Safety Setting.
Permissions, Environments, and Resource Domains
What do environments, resource domains, and roles control?
| Concept | What it controls | Recommendation |
|---|---|---|
| Environment | The data isolation boundary within a tenant. Data in different environments is isolated. | Separate production, test, or independent business units when isolation is required. |
| Resource domain | The data query scope within an environment. Resources are included through label-based conditions. | Use resource domains for fine-grained data access control. |
| Role | The features a user can access and the operations the user can perform. | Use the built-in Viewer, Create, and Admin roles, or create custom roles. |
When granting access, the environment and resource domain determine which data the user can see, while the role determines which features and operations the user can use. For details, see Resource Domains Overview and Usage and Introducing the Role Concept of ONE.
How do I troubleshoot missing menus or data after signing in?
Check the following items in order:
- Confirm that the user has at least one permission policy. An IAM user without a permission policy cannot access permission-controlled features or data.
- Confirm that the assigned role includes the target menu and the required view, create, or edit permissions.
- Switch to the environment that contains the data and confirm that the current resource domain includes the target resource.
- Set the resource domain to All to view the union of data in all resource domains available to the user.
- Sign in again to apply the latest permissions and data scope.
Administrators can view the source of each permission in the Permission Scope section of the user details. For details, see Granting Permissions to IAM Users.
Why is an ingested resource not visible in a resource domain?
Resource domains include resources through label-based conditions. Confirm that the resource labels match the query conditions of the resource domain, and verify that the correct environment and resource domain are selected. If no further data isolation is required within an environment, an administrator can grant the user access to the built-in Admin resource resource domain to view all resources in that environment.
Data is completely isolated between environments, and historical data cannot currently be migrated across environments. Plan your environments before the first data ingestion to prevent the historical data of the same business from being split across environments.
How are permissions calculated when a user belongs to multiple IAM groups?
The user's effective permissions are the union of individually assigned permissions and the permissions inherited from all IAM groups the user belongs to. When responsibilities change, update group membership to manage permissions consistently and reduce per-user configuration. For details, see Creating and Managing IAM Groups.
Why is a user signed out after an administrator changes the user's permissions?
This is an expected security mechanism. To apply permission changes immediately, the platform signs out an active user after an administrator updates that user's permissions. The new permissions take effect after the user signs in again.
Licenses and Usage
Could an unavailable feature or interrupted data ingestion be related to a license?
Yes. Open License Management and confirm that the required billing item has been imported, is within its validity period, has not exceeded its quota, and has a quota assigned to the current environment. An expired or exceeded license makes the corresponding billing item unavailable. For details, see Apply For License.
What is the difference between default and custom license allocation?
- Default allocation: All environments share the total quota until it is exhausted.
- Custom allocation: One or more environments receive a defined quota limit. An environment without an allocated quota cannot use that billing item.
Before switching to custom allocation, confirm that every environment that needs to continue ingesting data has been assigned a quota. For details, see Quota Management.
How are quotas calculated after multiple licenses are imported?
Quotas for the same billing item within the same billing module are added together. Billing items in different modules take effect independently and do not affect one another. The total quota may decrease when one of the licenses expires, so monitor license expiration notifications as well.
Is usage consumption data real-time?
No. Usage is aggregated after each billing component reports its consumption according to its billing cycle, so the data has a delay. Use usage consumption data to review trends, quota risks, and later reconciliation. Do not rely on it as the only source for real-time troubleshooting. For details, see Usage Consumption.
Why is MAU consumption not the number of unique devices in the selected time range?
MAU is calculated by calendar month. When the selected time range spans multiple months, the displayed value is the sum of MAU for each calendar month in the range, rather than the number of device IDs deduplicated across the entire time range.
Data Ingestion and Business Observability
When should I use SmartAgent, SmartGate, or ONE SDK?
| Component | Primary use |
|---|---|
| SmartAgent | Collects observability data from server-side applications, hosts, processes, containers, and networks. |
| SmartGate | Provides centralized collection, data flow control, and cloud and virtualization monitoring. |
| ONE SDK | Collects real user experience data from web and mobile applications. |
For details, see Bonree Agent.
How do I troubleshoot missing data after configuring an agent or data source?
- Confirm that the agent, SDK, or data ingestion task is running normally.
- Confirm that the corresponding license billing item is valid and has not exceeded its quota.
- Confirm that the data is being reported to the currently selected environment.
- Confirm that the resource labels match the current resource domain, or set the resource domain to All.
- Adjust the time range to account for ingestion latency or a time window that is too short.
If only some users cannot see the data while the Master Account can, check the users' data permissions and resource domain configuration first.
What do the colors of business trace cards and topology nodes mean?
Green indicates that the trace or node is being monitored and is in a normal state. Red indicates an active alert or abnormal state. Key metrics on each card provide a quick view of trace health. Drill down into a trace to review node states, ongoing alerts, and abnormal entities.
Can Bonree ONE synchronize trace diagrams from third-party data sources?
Yes. An administrator can configure an external data source and synchronization address, then use External Data Sync to synchronize third-party trace diagrams to Business Observability. Before synchronization, confirm that the data source configuration is valid. Do not close the dialog or refresh the browser while synchronization is in progress. Each account can run only one synchronization task at a time. For details, see Analyze Business Trace.
How do I continue root cause investigation from a business trace?
Open the abnormal business trace and drill down. First, use key metrics, ongoing alerts, and abnormal entities to determine the scope of impact. Then locate red abnormal nodes in the topology. Select an abnormal node to correlate metrics, interfaces, alerts, logs, traces, and call relationships, and progressively narrow down the cause. For details, see Analyze Business Trace.
Alerts and Notifications
Why did I not receive a notification even though an alert was generated?
Generating an alert does not necessarily send a notification. Check the following items in order:
- Confirm that the alert rule is enabled and that its active time and detection scope are correct.
- Confirm that the alert rule is associated with a notification strategy. Without one, the alert is recorded but no notification is sent.
- Confirm that the filters in the notification strategy match the alert.
- Confirm that the notification channel is enabled and that the recipient or recipient group information is complete and valid.
- Confirm that the alert rule or notification strategy is not currently blocked.
For details, see Alert Rules, Notification Strategy, and Recipient Management.
How can I reduce repeated alerts and notifications outside business hours?
Configure aggregation rules, repeat intervals, and the maximum number of notifications in the notification strategy. During maintenance, releases, or load testing, create a temporary block for the relevant alert rules or notification strategies. After the block expires, check the rule status to avoid missing genuine anomalies. For details, see Alert Blocking Strategy.
When troubleshooting, record the platform version, current environment, resource domain, time range, abnormal object name, and alert time. This information helps administrators or technical support reproduce and locate the issue more quickly.