Log Service:What do I do if a Logtail machine group has no heartbeats?

Troubleshooting process

Step 1: Check whether Logtail is installed

View the status of Logtail to check whether Logtail is installed on a server.

• Linux:

  Run the following command to view the status of Logtail:

  sudo /etc/init.d/ilogtaild status 

  If the following information is returned, Logtail is installed:

  ilogtail is running

• Windows:
  1. Open the Run window and enter services.msc to open the Services window.
  2. View the status of the LogtailDaemon and LogtailWorker services.

     If the services are in the Running state, Logtail is installed.

Step 2: Check whether the Logtail installation parameters are correctly configured

When you install Logtail, you must specify a correct Log Service endpoint for Logtail to connect to Log Service. You must enter the name of the region where your project resides and select the installation method based on the network type. For more information about region names, see Region names for Logtail installation. For more information about network types, see Select a network type. If the installation parameters are incorrectly configured or the Logtail installation script is invalid, heartbeats may not be detected on the server on which Logtail is installed. For more information about Log Service endpoints for different regions, see Endpoints.

1. Check whether the region of the Log Service endpoint that is used by Logtail is the same as the region of your project in the ilogtail_config.json file.
   1. Run the following command on your server to view the region of the Log Service endpoint that is used by Logtail:

      cat /usr/local/ilogtail/ilogtail_config.json

      The following information is returned, which indicates that Logtail is installed on an Elastic Compute Service (ECS) instance in the China (Hangzhou) region.

      
   2. View the region of your project in the Log Service console.
      
2. View the endpoint that is specified in the ilogtail_config.json file and check whether the selected installation method is correct based on the network type of your server.
   For example, the endpoint cn-hangzhou-intranet.log.aliyuncs.com is specified in the ilogtail_config.json file.

   • Linux:
     Run the following command to test the network connectivity:

     curl logtail.cn-hangzhou-intranet.log.aliyuncs.com

     If information similar to the following example is returned, the network is connected:

     {"Error":{"Code":"OLSInvalidMethod","Message":"The script name is invalid : /","RequestId":"5DD39230BE9910FC6CF17609"}}

   • Windows:
     Run the following command to test the network connectivity:

     telnet logtail.cn-hangzhou-intranet.log.aliyuncs.com 80

     If information similar to the following example is returned, the network is connected:

     Trying 100*0*7*5...
     Connected to logtail.cn-hangzhou-intranet.log.aliyuncs.com.
     Escape character is '^]'. 

• If the check fails, the installation parameters are incorrectly configured. The system displays a message indicating that an incorrect installation command is used. In this case, you must reconfigure the installation parameters. For more information, see Install Logtail on a Linux server or Install Logtail on a Windows server.
• If the installation parameters are correctly configured, proceed to the next step.

Step 3: Check whether the IP address that is specified in the machine group is correct

1. View the server IP address that is obtained by Logtail.
   The ip field in the app_info.json file records the server IP address that is obtained by Logtail. The following list describes the paths to the file:

   • Linux: /usr/local/ilogtail/app_info.json
   • 64-bit Windows: C:\Program Files (x86)\Alibaba\Logtail\app_info.json
   • 32-bit Windows: C:\Program Files\Alibaba\Logtail\app_info.json

   Important

   • If the ip field in the app_info.json file is empty, Logtail cannot work. You can specify the server IP address by using the Logtail startup parameter working_ip and then restart Logtail. For more information, see Configure the startup parameters of Logtail.
   • The app_info.json file is used only to record information. If you specify the IP address in the file, the server IP address that is obtained by Logtail is not updated.

   
2. View the IP address that is specified in the machine group.
   For more information, see Manage machine groups.

• If the IP address that is specified in the machine group is different from the IP address that is obtained by Logtail, change the IP address in the machine group.
  • If the IP address that is specified in the machine group is incorrect, change the IP address in the machine group. Wait 1 minute and then check the heartbeat status of the machine group.
  • If you change the network configurations of the server on which Logtail is installed, restart Logtail to update the IP address that is obtained by Logtail. For example, you can modify the /etc/hosts file to change the network configurations. Then, change the IP address in the machine groups to the value of the ip field in the app_info.json file. You can restart Logtail by using the following methods:
    • Linux:

      sudo /etc/init.d/ilogtaild stop
      sudo /etc/init.d/ilogtaild start

    • Windows:
      1. Open the Run window and enter services.msc to open the Services window.
      2. Restart the LogtailWorker service.
• If the IP address that is specified in the machine group is the same as the IP address that is obtained by Logtail, proceed to the next step.

Step 4: Check whether a user identifier is configured

If your server is an ECS instance that belongs to a different Alibaba Cloud account than Log Service, a server from a third-party cloud service provider, or an on-premises server in a data center, you must specify the ID of the Alibaba Cloud account to which Log Service belongs as a user identifier for your server after you install Logtail on your server. This way, Logtail is authorized to collect logs from your server across different accounts. For more information, see Configure a user identifier.

If the issue persists after you perform the preceding operations, submit a ticket and provide the information about your project, Logstore, and machine group. In addition, provide the app_info.json and ilogtail_config.json files as well as the output of the Logtail automatic diagnostic tool.