Troubleshooting

Installing Log360 MSSP

• Access denied
  • If the operating system that you use is Windows Vista or later editions of the Windows operating system, ensure that User Account Control is disabled. Enabling UAC will allow just the administrator to install the software.

    To disable UAC, follow the steps given below: Select Control Panel → User Account. For Windows 7 and Windows 2008 R2,

    • Click User Account Control Settings link.
    • This will open the User Account Control Settings dialog box showing the control level.
    • Drag the control level to Never Notify and click OK.

    For Windows Vista and Windows 2008,

    • Click the Turn User Account Settings On or Off link.
    • Uncheck the Use User Account Control (UAC) to protect your computer option and click OK.

Manage Clients

• Failed to connect to the component. Please check the server name, port, and protocol.

  Make sure the server IP & port are valid and reachable from Log360 MSSP and vice versa.

• Given client name already exists

  When a duplicate client name is used to integrate Log360, it throws such an error.

• Given build details is already associated with another client. Update corresponding client's details.

  When duplicate build details are entered, it throws this error.

• Unable to reach component

  When child component is not reachable from Log360, or when child component is down.

• Unable to reach server

  When Log360 is not reachable from Log360 MSSP, this status is shown. Make sure both Log360 MSSP and Log360 are reachable from each other to fix this status.

• Unable to reach 1 of 3 components

  When one or more child components is not reachable from Log360, this status is shown. Make sure all components are reachable from Log360 to fix the status.

• Technician delegation is incomplete. Please sync the technician

  This status is shown, when the logged in MSSP technician account is not synced to client log360. Ask other admin technician to sync this MSSP technician to given client Log360 in Manage Technician tab.

• Client Log360 is incompatible

  When client Log360 is incompatible with Log360 MSSP, it throws this error. Upgrade the client Log360 to a supported version.

• Failed to remove client

  If client Log360 is unreachable, it throws this error.

  • Make sure client Log360 is reachable from Log360 MSSP.
  • Otherwise, force delete the given client Log360.
• Invalid Component Details

  This error occurs when a different client's server details are entered while editing a client.

  • Make sure the server Details entered belong to the same client.
  • If the client's server details needs to be edited, delete the client and add it as a new client.

Dashboard

• Unable to view the dashboard widgets

  This happens when there are no clients integrated with Log360 MSSP. Integrate a client and check the dashboard tab again. Click here to learn more about integrating clients with Log360 MSSP.

• "No Data Available" in dashboard widgets / Status of delegated client(s) is not shown for a technician

  If either of the above issues been observed in widgets except Most Used License Components widget and License Expiry widget (unless the client license expiry date is not within 3 months or expired), contact the administrator to sync that technician by clicking "Sync now" in technician sync details.

Manage Client License

• Resource Allocated Successfully

  This happens when License is generated and applied to Client and all of its Child Components Properly.

• Failed to Apply License in Some Components of {Client Name}

  This happens when One or More Child Components are down in Client. Make sure all the integrated products are up in Client Log360 to avoid this error.

• Unable to allocate/update the resource due to available limit exceeded.

  This occurs when an attempt is made to apply a license with a property count that exceeds the allowable limit for that MSSP License. Make sure to allocate resources within the available limit to avoid this error.

• Failed to generate License ID

  This happens when license generation fails from the License Server side or when an attempt is made to allocate resources to the client through a new license rather than an upgraded license.

• Failed to allocate ID

  This happens when the component is down, or, when an invalid value has been passed in the fields.

  • Make sure the failed component is up in Client Log360 to avoid this error.
  • Make sure all the fields have valid inputs.

Manage Technicians

• New component has been added in Log360 client but it is not shown in technician table status details layout

  Click on "Sync Now" in that client row in "Manage Clients" page.

• "Failed" status is shown in the status details layout

  Go to Log360 client admin tab, and trigger "Synchronize Now" in integration page.

• "Technician has been disabled" for a client component in status details layout

  Contact administrator to perform "Sync Now" for that technician in status details layout

• "Failed to communicate with the component" in Status details layout

  Check component status and try again.

• "Technician not found" in status details layout

  Technician has been deleted in that component. Perform "Sync Now" to add that technician again.

• Technician already exists” for a client component in status details layout ID

  Delete the technician in the respective component and perform “Sync Now” in MSSP.

• "Unknown Error occurred" in status details layout

  

  Contact Log360 support in case this error occurs.

Product Settings

• Please enter a HTTP port number that is not used by other applications.

  This error may occur when you are trying to enable HTTPS. When you try to enable HTTPS, Log360 MSSP will automatically assign a port number for HTTP, based on the HTTPS port number you've chosen. And if that new HTTP port number is used by some other application, then this error occurs.

  Solution:

  • Once you get the error, select HTTP.
  • Change the port number to something that is not in use by another application.
  • Now, select HTTPS.
  • Click Save.

Reverse Proxy

• Port (port number) is already in use

  This happens when the specified port is already in use. To avoid this error, ensure that the given port is available.