Users Logs issue
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humzakhan
Posts: 40
Joined: 06 Jun 2018, 12:22

Re: Users Logs issue

by humzakhan » 08 Jul 2019, 15:31

Thanks. Logs are now saving as different files for gateways. But now few gateway's logs are not saving and their log file remains empty in HSNM. However their logs are showing when seeing on some different server but not in HSNM. Configuration is same which we are using in all gateways.
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HSNMSupport
Posts: 668
Joined: 26 Jul 2016, 09:16

Re: Users Logs issue

by HSNMSupport » 09 Jul 2019, 10:17

Hi,

If you set the IP address in the Gateway configuration, as you did, I suggest you to enable the IP filter in the system settings. Because, as I mentioned before, IP address configuration for logs in the gateway are mandatory only if you enable the IP filter.

Then, if logs are empty, causes could be:

1. Gateway didn't send logs;
2. port 1514 is closed in the customer firewall so, HSNM, can't receive logs;
3. Syslog service, for some reasons, was stopped. But it is quite unlikely;
4. IP filter has been enabled in the system settings but in the gateway configuration the IP address where the logs come from hasn't been set. Or a wrong IP address has been set.

Best Regards.

humzakhan
Posts: 40
Joined: 06 Jun 2018, 12:22

Re: Users Logs issue

by humzakhan » 09 Jul 2019, 13:04

Hello Team,
IP filter is enabled now.
Gateway is sending logs (checked on other server)
Port 1514 is open.
Same public IP as use in WAN, filled in DynDNS.

Please guide what causing this issue.

HSNMSupport
Posts: 668
Joined: 26 Jul 2016, 09:16

Re: Users Logs issue

by HSNMSupport » 09 Jul 2019, 15:16

Hi,

can you write an email to support@hsnetworkmanager.com providing us IP/URL of your HSNM and its credentials and the public IP you set in the gateway and credentials in order to access it through winbox?

Thank you in advance,

Best Regards.

humzakhan
Posts: 40
Joined: 06 Jun 2018, 12:22

Re: Users Logs issue

by humzakhan » 10 Jul 2019, 06:53

Dear Team,
Credentials shared on email.

HSNMSupport
Posts: 668
Joined: 26 Jul 2016, 09:16

Re: Users Logs issue

by HSNMSupport » 10 Jul 2019, 11:46

Hi,

configuration in your gateway seems to be ok.

Is port 1514 open also at firewall level, for outgoing traffic, where the gateway is connected to?

Best Regards.

humzakhan
Posts: 40
Joined: 06 Jun 2018, 12:22

Re: Users Logs issue

by humzakhan » 11 Jul 2019, 09:05

Ye s it is open. That's why we are getting logs of other gateways. Having issue with few gateways only.

HSNMSupport
Posts: 668
Joined: 26 Jul 2016, 09:16

Re: Users Logs issue

by HSNMSupport » 11 Jul 2019, 10:16

Hi,

so some of the gateways that are correctly sending logs are connected to the same firewall where also gateways that aren't sending logs are connected to?

Best Regards.

HSNMSupport
Posts: 668
Joined: 26 Jul 2016, 09:16

Re: Users Logs issue

by HSNMSupport » 11 Jul 2019, 15:27

Hi,

we did some further checks and we discovered and solved a problem related the log allocation.

If a gateway had a name that coincided with the desinence of another gateway name, the syslog data could have been saved in the first gateway.

In your case you had a gateway named Gateway and another one named Kababjees Gateway. All the data were saved in the file of the one named Gateway.

Fix will be available with next HSNM update but we already fix the problem directly on your HSNM.

Thank you for your cooperation,

Best Regards.

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