1 files changed, 83 insertions, 2 deletions
diff --git a/doc/development/service_ping/troubleshooting.md b/doc/development/service_ping/troubleshooting.md
index 15bc01f1270..2764ef41f98 100644
--- a/doc/development/service_ping/troubleshooting.md
+++ b/doc/development/service_ping/troubleshooting.md
@@ -22,10 +22,91 @@ The alert compares the current daily value with the daily value from previous we
 
 You can use [this query](https://gitlab.com/gitlab-org/gitlab/-/issues/347298#note_836685350) as an example, to start detecting when the drop started.
 
-### Troubleshooting GitLab application layer
+### Troubleshoot the GitLab application layer
 
 For results about an investigation conducted into an unexpected drop in Service ping Payload events volume, see [this issue](https://gitlab.com/gitlab-data/analytics/-/issues/11071).
 
-### Troubleshooting data warehouse layer
+### Troubleshoot the data warehouse layer
 
 Reach out to the [Data team](https://about.gitlab.com/handbook/business-technology/data-team/) to ask about current state of data warehouse. On their handbook page there is a [section with contact details](https://about.gitlab.com/handbook/business-technology/data-team/#how-to-connect-with-us).
+
+### Cannot disable Service Ping with the configuration file
+
+The method to disable Service Ping with the GitLab configuration file does not work in
+GitLab versions 9.3.0 to 13.12.3. To disable it, you must use the Admin Area in
+the GitLab UI instead. For more information, see
+[this issue](https://gitlab.com/gitlab-org/gitlab/-/issues/333269).
+
+GitLab functionality and application settings cannot override or circumvent
+restrictions at the network layer. If Service Ping is blocked by your firewall,
+you are not impacted by this bug.
+
+#### Check if you are affected
+
+You can check if you were affected by this bug by using the Admin Area or by
+checking the configuration file of your GitLab instance:
+
+- Using the Admin Area:
+
+  1. On the top bar, select **Menu > Admin**.
+  1. On the left sidebar, select **Settings > Metrics and profiling**.
+  1. Expand **Usage Statistics**.
+  1. Are you able to check or uncheck the checkbox to disable Service Ping?
+
+     - If _yes_, your GitLab instance is not affected by this bug.
+     - If you can't check or uncheck the checkbox, you are affected by this bug.
+       See the steps on [how to fix this](#how-to-fix-the-cannot-disable-service-ping-bug).
+
+- Checking your GitLab instance configuration file:
+
+  To check whether you're impacted by this bug, check your instance configuration
+  settings. The configuration file in which Service Ping can be disabled depends
+  on your installation and deployment method, but is typically one of the following:
+
+  - `/etc/gitlab/gitlab.rb` for Omnibus GitLab Linux Package and Docker.
+  - `charts.yaml` for GitLab Helm and cloud-native Kubernetes deployments.
+  - `gitlab.yml` for GitLab installations from source.
+
+  To check the relevant configuration file for strings that indicate whether
+  Service Ping is disabled, you can use `grep`:
+
+  ```shell
+  # Linux package
+  grep "usage_ping_enabled'\] = false" /etc/gitlab/gitlab.rb
+
+  # Kubernetes charts
+  grep "enableUsagePing: false" values.yaml
+
+  # From source
+  grep "usage_ping_enabled'\] = false" gitlab/config.yml
+  ```
+
+  If you see any output after running the relevant command, your GitLab instance
+  may be affected by the bug. Otherwise, your instance is not affected.
+
+#### How to fix the "Cannot disable Service Ping" bug
+
+To work around this bug, you have two options:
+
+- [Update](../../update/index.md) to GitLab 13.12.4 or newer to fix this bug.
+- If you can't update to GitLab 13.12.4 or newer, enable Service Ping in the
+  configuration file, then disable Service Ping in the UI. For example, if you're
+  using the Linux package:
+
+  1. Edit `/etc/gitlab/gitlab.rb`:
+
+     ```ruby
+     gitlab_rails['usage_ping_enabled'] = true
+     ```
+
+  1. Reconfigure GitLab:
+
+     ```shell
+     sudo gitlab-ctl reconfigure
+     ```
+
+  1. In GitLab, on the top bar, select **Menu > Admin**.
+  1. On the left sidebar, select **Settings > Metrics and profiling**.
+  1. Expand **Usage Statistics**.
+  1. Clear the **Enable Service Ping** checkbox.
+  1. Select **Save Changes**.