--- title: "Get help | Grafana Cloud documentation" description: "Troubleshooting resources and support channels for telemetry signals in Grafana Cloud." --- > For a curated documentation index, see [llms.txt](/llms.txt). For the complete documentation index, see [llms-full.txt](/llms-full.txt). # Get help Having trouble with telemetry signals? This page consolidates the most common troubleshooting issues by signal, and shows you where to escalate issues across metrics, logs, traces, and profiles. ## Metrics troubleshooting If no data appears: - Use the `grafanacloud-[instance]-usage-insights` data source described in [Troubleshoot Cloud Metrics write issues](/docs/grafana-cloud/send-data/metrics/troubleshoot/) and run `{instance_type="metrics"} |= "path=write"` to surface recent write failures. - Confirm your collectors can reach the Prometheus endpoint and that credentials match the ones you generated in Connections. - Inspect errors such as “sample too old” or “sample too far in the future” to verify clock skew and out-of-order replay windows. If you receive high cardinality warnings: - [Label handling](/docs/grafana-cloud/send-data/metrics/label-handling-and-limits/) caps label names at 1024 characters, values at 2048 characters, and enforces a label-count limit. Truncated values include a hash suffix; remove unnecessary labels to avoid hitting the cap. - Errors such as `err-mimir-label-value-too-long` or `received a series whose number of labels exceeds the limit` indicate which series needs to be relabeled. If you receive query performance issues: - Duplicated timestamps generate `duplicate sample for timestamp` errors; ensure scrapers are not sending the same sample twice. - Back filling must stay within the two-hour `out_of_order_time_window`. Older data should be replayed chronologically so the latest timestamp always moves forward. ## Logs troubleshooting If no logs appear: - Follow the steps in [Troubleshoot Cloud Logs write issues](/docs/grafana-cloud/send-data/logs/troubleshoot/): query `{instance_type="logs"} |= "push request failed"` to see error messages from Loki. - Validate paths in `loki.source.file` (or whichever source you use) and confirm that the Grafana Cloud user/password pair matches the ones listed under **Connections → Logs**. If you receive label issues: - Loki enforces the same 1024/2048 byte label length caps plus a maximum of 15 labels per stream. Errors such as `duplicate label name`, `invalid labels`, or `entry ... has N label names` point to the offending stream. - Promote only low-cardinality labels; high-cardinality labels should stay in structured metadata via `otlp_config` if you enable it through the [self-serve limits API](/docs/grafana-cloud/send-data/logs/config-self-serve/). If you receive query timeout errors: - `entry too far behind` errors mean data is arriving out of order (>1 hour behind the stream head). `entry too old` signals that data exceeded `reject_old_samples_max_age` (default one week). - Lines larger than 256 KB are rejected unless you set `max_line_size_truncate` via the configuration API. ## Traces troubleshooting If no traces appear: - [Troubleshoot Grafana Cloud Traces](/docs/grafana-cloud/send-data/traces/troubleshoot/) recommends validating credentials (instance ID as username, token with `traces:write` scope) and ensuring you hit the correct OTLP endpoint (`https://.grafana.net/tempo` for HTTP, `.grafana.net:443` for gRPC). - Use the Alloy UI (`http://localhost:12345`) or `alloy fmt` to ensure receivers, processors, and exporters are healthy. If you have missing spans: - Metrics-generator only creates metrics for `SERVER`/`CONSUMER` span kinds by default. If spans show up in TraceQL but not RED metrics, file a Support ticket to enable the additional kinds or monitor slack as described in [metrics-generator constraints](/docs/grafana-cloud/send-data/traces/configure/metrics-generator/#constraints-and-good-to-know). - Tail sampling can delay or drop spans if the decision wait is longer than the trace duration; reduce the wait time or adjust caches accordingly. Refer to [Sampling](/docs/tempo/latest/set-up-for-tracing/instrument-send/set-up-collector/tail-sampling/) for more information about sampling, policies, and examples. If you find sampling issues or errors: - Review the [sampling strategy guide](/docs/grafana-cloud/send-data/traces/configure/sampling/): combine probabilistic sampling for baseline coverage with status/latency policies for critical traces. For additional context, refer to [Tail sampling policies and strategies](/docs/tempo/latest/set-up-for-tracing/instrument-send/set-up-collector/tail-sampling/policies-strategies/) in the Tempo documentation. - `RESOURCE_EXHAUSTED` errors are retryable; configure `sending_queue` and `retry_on_failure` blocks so exporters back off instead of dropping data. ## Profiles troubleshooting **Profile upload failures** - The [Profiles ingestion control API](/docs/grafana-cloud/monitor-applications/profiles/ingestion-control/) rejects traffic with HTTP 422 once the daily megabyte cap is hit. Check `grafanacloud_profiles_instance_ingest_limit_megabytes` and `grafanacloud_profiles_instance_discarded_bytes_per_second{reason="ingest_limit_reached"}` to confirm. - Only Grafana Admins can adjust the limit; include the latest `metadata.generation` in your update to avoid conflicts. If profiles have trouble uploading: - The [Profiles ingestion control API](/docs/grafana-cloud/monitor-applications/profiles/ingestion-control/) rejects traffic with HTTP 422 once the daily megabyte cap is hit. Check `grafanacloud_profiles_instance_ingest_limit_megabytes` and `grafanacloud_profiles_instance_discarded_bytes_per_second{reason="ingest_limit_reached"}` to confirm. - Only Grafana Admins can adjust the limit; include the latest `metadata.generation` in your update to avoid conflicts. If there are symbolization errors: - Follow the checklist in [Pyroscope Symbolization](/docs/grafana-cloud/monitor-applications/profiles/symbolization/): download the profile, inspect mappings with `go tool pprof -raw`, verify build IDs, and make sure a `debuginfod` server can supply the debug info. - Only system libraries are symbolized; customer code without build IDs will continue to show raw addresses. ## Cross-signal troubleshooting This section provides troubleshooting help for when you encounter problems using your telemetry signals together. ### Correlation not working - Use the same service, environment, cluster, and region labels and attributes in every pipeline. The [instrumentation guide](/docs/grafana-cloud/telemetry-signals/send-data/instrument-application/) recommends adding shared labels (for metrics, logs, profiles) and attributes (for traces) with consistent service names so metrics, logs, traces, and profiles can be stitched together. - Ensure trace context propagates through your services so log lines and metrics exemplars can link back to traces. ### Authentication errors - Re-download credentials from **Connections** if tokens expire or scopes are missing. Logs and metrics access-policy tokens differ from traces/profile tokens, so double-check which one each collector uses. - Verify that Alloy/OpenTelemetry exporters reference the correct regional endpoints (for example, `tempo-prod-us-central-0.grafana.net:443`). Typing a HTTP URL into a gRPC exporter returns `404`/`415` errors. ## Diagnostic queries The following sections provide queries that you can run to help you diagnose issues. ### Check data is flowing - Metrics: `sum by (id)(grafanacloud_instance_active_series)` and `sum by (id)(grafanacloud_instance_samples_per_second)` show live usage and match the metrics troubleshooting workflow. - Logs: `{instance_type="logs"} |= "push request failed"` or `{instance_type="logs"} |= "rate limit"` highlight recent ingestion errors in the Usage Insights Loki data source. - Traces: Use a known trace ID to run `{ trace:id = "0123456789abcdef" }` or start from the TraceQL Search builder as documented in the traces troubleshooting guide. ### Verify label matching - Metrics: `sum by (cluster, environment) (up)` confirms that the labels you expect are applied to every target. Missing labels indicate relabeling filters. - Logs: `count_over_time({cluster!=""} |~ "ERROR"[5m])` checks that every stream carries a `cluster` label and reports errors consistently. - Profiles: Filter flame graphs by `service_name`, `region`, or other labels coming from your Pyroscope scrapers to confirm that the same taxonomy exists across signals. ## Support channels If you still need help, here is how to get in touch with the Grafana community and Grafana Support. ### Community support - [Grafana Community Forums](https://community.grafana.com/) - [Grafana Slack](/slack) (`#mimir`, `#loki`, `#tempo`, `#pyroscope`, `#grafana-cloud`) ### Enterprise support - [Open a support ticket](/support) - Contact your Grafana account team for plan-specific questions or limit increases