There are several reasons why customer is unable to see payloads:

1. payloads capturing is not supported
2. payloads are not being sent
3. payloads are sent but filtered out
4. payloads fully collected and still not appears
   
   

For each reason you should perform different checks. 

Payloads capturing is not supported

Payload capturing is only supported for:

1) WS Proxy objects in any firware 6.1.X  and above

2) MPGW objects from IFG firware 7.5.2 and DPOD 1.0.2 but only text payloads.

Payloads are not being sent

To verify that payload capture is enable please do :

• Verify yo enabled WS-M capturing by perform the following steps S-M setup for device , WS-M Subscriptions for All Domains (Optional) as they appear in  Adding Monitored Devices 
• Verify in IDG that subscriptions are created . In the expected domain - navigate to Status → Web Service → WSM Agent Status (see in blue). You should have 1 Active subscriber of polled type (in red). if payloads were captured than you will be able to see it as Records seen. more statiscs data can be seen on WSM
  
  
  
  • If records seen is 0 than you might not have running transaction
  • If Active subsriberes is 1 and number of polled subscribers is 0 also than you have not perform the or follow the next step 
  • Check WS-M Agent in IDG is configured correctly :
  
  
  • • We expect Agent to be enabled and Capture mode to be set to all
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