edit-icon download-icon

Logtail heartbeat error

Last Updated: May 23, 2018

If the Logtail heartbeat status is abnormal when you use Logtail to collect logs, you can troubleshoot the problem by using the automatic diagnosis tool of Logtail or manual diagnosis.

Automatic diagnosis

Log Service provides the Logtail automatic diagnosis tool to troubleshoot the heartbeat problem. For more information, see Logtail quick diagnosis tool.

If the diagnosis result is normal, see the echo message of the diagnosis tool or the result of the manual diagnosis to check if any exception occurs.

Manual diagnosis

The FAIL heartbeat status of Logtail is generally caused by the following reasons. Inspect the reasons one by one.

1. Network is disconnected

Run the following command to check the network connectivity. Make sure the network is normal.

Classic network

telnet logtail.cn-<region>-intranet.log.aliyuncs.com 80

Virtual Private Cloud (VPC)

telnet logtail.cn-<region>-vpc.log.aliyuncs.com 80


telnet logtail.cn-<region>.log.aliyuncs.com 80

2. Logtail is not installed

Run the following command to check the client status. If the Logtail client is not installed, install the Logtail in the same region and network type as your Log Service project. For more information, see Install Logtail on Linux or Install Logtail on Windows.


  1. sudo /etc/init.d/ilogtaild status


  1. Control Panel -> Management Tool -> Service
  2. Check the running status of the following two Windows services: LogtailDaemon and LogtailWorker

3. Parameter configured in the installation process is incorrect

Log Service has different regions. You must specify the correct service endpoint for the Logtail client during the installation. Check the configuration used by the installed Logtail client.

  • Linux: /usr/local/ilogtail/ilogtail_config.json
  • Windows x64: C:\Program Files (x86)\Alibaba\Logtail\ilogtail_config.json
  • Windows x32: C:\Program Files\Alibaba\Logtail\ilogtail_config.json

Make sure that:

  • The endpoint that the Logtail client connects is in the same region as your project. For more information about the endpoint list, see Service endpoint.
  • You have selected the correct domain name according to the network environment of your machine. For example, an internal domain name selected in the VPC environment cannot be connected. Telnet to the domain name configured in ilogtail_config.json, for example, telnet logtail.cn-hangzhou-intranet.log.aliyuncs.com 80.

4. IP address or user ID configured in Log Service is incorrect

Generally, Logtail obtains the IP address on the machine in the following way:

  • If the IP address is bound with the hostname in the file /etc/hosts on the current machine, confirm the bound IP address. Run the hostname command to view the hostname.
  • If the IP address is not bound with the hostname, Logtail obtains the IP address of the first network adapter on the current machine.

To view the IP address on the server:

  • Linux: /usr/local/ilogtail/app_info.json
  • Windows x64: C:\Program Files (x86)\Alibaba\Logtail\app_info.json
  • Windows x32: C:\Program Files\Alibaba\Logtail\app_info.json

    Logtail cannot work if in the file app_info.json the ip field is empty. Configure the IP address for the host and then restart Logtail.

If the IP address entered in the Log Service machine group is different from that obtained by the Logtail client, modify as follows:

  • Modify the IP address that is entered incorrectly in the Log Service machine group. Wait for one minute and check the heartbeat status.
  • If the network configurations on the machine are modified (such as modifying the /etc/hosts file), restart Logtail to obtain the new IP address.

Run the following command to restart Logtail, if necessary:

  • Linux: sudo /etc/init.d/ilogtaild stop; sudo /etc/init.d/ilogtaild start
  • Windows: Control Panel > Management Tool > Service > Restart LogtailWorker

5. The machine whose logs are being collected is not an ECS instance, or is an ECS instance that does not belong to the account of the Log Service project

You must authorize the machine where Logtail is installed to collect logs in any of the following situations. For more information, see Configure user ID for non-Alibaba Cloud ECS.

  1. The machine is non-ECS machine.
  2. The account used to purchase the ECS instance and the one used to create the Log Service project is not the same one.

If the problem persists, open a ticket and provide your project, Logstore, machine group, app_info.json, ilogtail_config.json, and the output of the automatic diagnosis tool in the ticket.

Thank you! We've received your feedback.