Component not loading inside Log360 | Online help - EventLog Analyzer

What to do if the component inside Log360 is not loading?

Troubleshooting Steps:

  1. Please ensure that the connection is proper, if in case of a connection issue, the components will not load within Log360.
    1. Local Integration: It is less likely to be a connection issue, in case of local integration, because Log360 and its components are installed on the same server.
    2. Remote Integration: If the components are installed in a remote machine, we need to verify whether the component is loading as standalone in Log360 server and vice-versa.
  2. Check whether it is a browser-specific issue, because recent versions of Chrome and Firefox have issues loading cross-site content.
    1. Local Integration: If all the products are in the same host, access the URL with the same host name. If Log360's URL and the integration page host name is same, there shouldn't be an issue. If FQDN is used in the URL, the integration should be with the FQDN name.
    2. Remote Integration: If the child components are in a different server or are integrated with IP address or by any other name other than Log360 host name, please configure Context Based Reverse Proxy in Log360 and access the product using Reverse Proxy URL. To use reverse proxy feature - Log360 should be in build 5213 or later.
  3. Only EventLog Analyzer is not loading from Log360.
    1. Check if it is a PPM upgraded build which is in 12146 or later. If yes, check for the below trace in the server out log:

Exception in SecurityFilter is SecurityCheckPassednull

Console Error: Refused to display URL as X-Frame-Options set as SAMEORIGIN
  1. Restarting the EventLog Analyzer will fix this issue and this is a permanent fix.
    1. In case of Log360 build < 5214, check whether Log360 port and host name are correct in the adsproductdetails table in Log360 (select * from adsproductdetails). If it is wrong, upgrade Log360 to 5214 or later.
    2. If Log360 build < 5209 and you see the below error in the UI, suggest service pack upgrade to the latest to fix the same.

Refused to display URL as X-Frame-Options set as SAMEORIGIN

Child product log:(adslog0.txt or serverout.txt), Exception in SecurityFilter is SecurityCheckPassedInput length must be a multiple of 16 when decrypting with padded cipher
  1. Components configured with SSL/HTTPS:
    1. Ensure proper SSL certificate is applied in Log360 and its integrated components (can be applied centrally). Alternatively, a reverse proxy can be configured.
    2. Certificate needs to be trusted by the browser.
    3. If it's a self-signed certificate, all the products should have the same self-signed certificate. You can apply self-signed certificate from Log360 to all components or need to add all the self-signed certificates to Trusted Certificate in Manage User Certificate.

Note: Click 'Update' on the integration page once for all the above mentioned cases.