---
sourceDocument: Australia Enable AI
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/intelligent-experiences

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Enable AI

ft:clusterId :

    - platai

bundleId :

    - platai

workflow :

    - Platform


---

# Troubleshoot a trace connection

# Troubleshoot a trace connection {#ariaid-title1}

Release version: Australia  
Updated June 30, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Identify why a trace connection is not collecting data by reviewing its execution log
and error messages.

## Before you begin

Role required: sn_ai_governance.ai_steward

## About this task

Each trace connection record shows an execution log with the result of every collection
attempt. When a connection shows an Error execution status, you can
select the connection to view the log and read the error message.

## Procedure

1. Navigate to AllAI Control TowerHomeSettingsIntegrationsTraces.
2. Select the Established sub-tab.  
   Each connection card shows its State and
   Processing state. A Processing state
   of Error indicates that the last collection attempt did not
   complete successfully.
3. Select the connection you want to investigate.
4. In the Execution logs section, review the log entries.  
   Each log entry shows the following information.
   {#aict-troubleshoot-trace-connection__table-log-fields__entry__2}

   | Field | Description |
   |-|-|
   | Start time | Date and time the collection attempt began. |
   | End time | Date and time the collection attempt ended. |
   | Traces collected | Number of traces collected during the attempt. |
   | Execution status | Result of the collection attempt. A status of Success means traces were collected. A status of Error means the attempt failed. |
   | Error message | Details about a failed collection attempt. Review this message to identify the cause of the error. |
   [Table 1. Execution log fields]

   {#aict-troubleshoot-trace-connection__table-log-fields}

## Result

You have reviewed the execution log and identified the cause of the collection error.
Common causes include invalid or expired credentials, an inactive or unvalidated MID
Server, and incorrect region or resource ID values.

## What to do next

To update the connection configuration, see [Edit a trace connection](https://www.servicenow.com/docs/sKduTCWKYUzpPc7B7M~oQA "Update the configuration of an established trace connection to change its credentials, collection frequency, MID Server, or other settings.").

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