The process of getting logs from your system to can be tricky, and it can be difficult to pinpoint the exact issue. In this article, we’ll walk through troubleshooting some common problems.

Before doing anything, make sure you give some time to parse and index your logs. Normally, this takes a few seconds to a minute. Sometimes, this can take longer.

  1. Check the status page

    Visit our status page to confirm everything is working normally. (If you’re not already signed up for status updates, go ahead and subscribe while you’re there.)

    If the status is “All systems Operational”

    If you see “All Systems Operational”, is operating normally. You can move on to the next step.

    If the status is something else

    On rare occasions, there may be an issue with our production environment. If this happens, you’ll need to wait until we fix the problem before you can ship your logs.

  2. Check your shipper’s connectivity

    To make sure your log shipper can connect to listeners, run this command from the device you’re shipping from:

    telnet <port>

    You can find the correct port for your shipping method in the table below.

    As of macOS High Sierra (10.13), telnet is not installed by default. You’ll need to install telnet before proceeding.

    Shipping method Port
    Beats 5015
    Cloud Foundry drain over HTTPS 8081
    Filebeat 5015
    Heroku drain over HTTP 8080
    Heroku drain over HTTPS 8081
    JSON file upload over HTTP 8070
    JSON file upload over HTTPS 8071
    log file upload over HTTP 8021
    log file upload over HTTPS 8022
    Logstash 5050
    Logstash-forwarder 5005
    Logstash over SSL 5006
    NXLog 8010
    rsyslog 5000
    rsyslog over TLS 5001
    TLS/SSL over TCP 5052

    If you see “Connected to”

    If you see “Connected to”, your shipper can connect to the listener.

    To exit telnet, type Ctrl+], and then type quit. You can move on to the next troubleshooting step.

    If the status remains “Trying”

    If you see “Trying” for more than 10 seconds, your machine is having trouble connecting to the listener.

    Confirm that your firewall and network settings allow communication with the right outbound port and the listener IP addresses for your region.

  3. Check your log shipping configuration for the right account token uses your account token to send incoming logs to the correct account. If you’re not using the right account token, your logs won’t be indexed to your account.

    You can find your account token in your account settings.

    Compare your account token with the token you’re sending to with your logs. Review the instructions for your log shipping method if you’re not sure where to find the token you’re sending with your logs.

    In most cases, the token is stored in a configuration file or as a query parameter in the URL you’re shipping logs to. You can usually find it by searching for “token”.

    If the tokens match

    If the tokens match, your logs will be sent to your account. Move on to the next troubleshooting step.

    If the tokens don’t match

    If the tokens don’t match, your logs won’t be sent to your account. Copy your acount token to your shipper configuration, and restart your shipper if you need to.

    If your logs still don’t appear in Kibana after a few minutes, move on to the next troubleshooting step.

  4. Check your log shipper’s logs

    Next, you’ll need to check your log shipper’s logs. If you’re not sure where to find the logs, see your log shipper’s documentation.

    When reviewing the logs, look for errors indicating that your logs aren’t being shipped.

    Also confirm that the log shipper is running. If it’s not running, you’ll need to troubleshoot the shipper.

    Common log shipper issues and fixes

    • Multiple configurations: Make sure your shipper has one configuration. If it has more than one configuration, remove or comment out extra configurations.
    • Incorrect paths: Make sure all the paths in the configuration are correct.
    • Incorrect permissions: Make sure your shipper has the correct permissions to access configured paths.