Issue description

Possible cause

1. Incorrect URL accessed: If you are accessing an incorrect URL for accessing the console.
2. Port/IP Restriction: Port and IP restrictions at network level or application level.
3. Unsupported Web browser: Usage of unsupported web browsers will restrict the access to user interface.
4. Name resolution: Improper name resolution configuration in DNS.
5. HSTS & SSL : Having enabled HSTS in browser and usage of invalid SSL certificate.
6. Resource starvation: CPU/RAM and high disk usage lead to resource starvation.

Prerequisites

1. Ensure you have a supported web browser for accessing the User interface.
2. Remote login: Ensure the Web-ports are allowed and not restricted in Application installed server's Firewall and network firewall.
3. Access to EventLog Analyzer/Log360 server as administrator.
   

Steps to follow

1. Case 1: Able to access the User interface in local machine but not in remove machine.
2. Case 2: Unable to access the User interface in both local and remote machine.

1. Case 1: Able to access the User interface in local machine but not in remote machine.
1. Ensure you have a supported web browser for accessing the User interface. 
2. Verify and allow the application web server port is allowed and not blocked in both the server’s local firewall and the network firewall, ensuring bidirectional communication.
3. Perform connectivity test from application installed server using native commands based on OS like Test-NetConnection/telnet for Windows OS and netcat/nmap/telnet for Linux/Unix OS to check if you are able to communicate the application installed server over the web port.

4. Ensure if there are any security application or browser extensions that may block the traffic.
5. Check the URL that you use to access the user-interface. Ensure your are using either Server hostname, IP address, FQDN or DNS name to access the URL. The syntax of the URL is as follows:

• Open <Product Installation Directory>\logs folder
• Open wrapper.txt file as Text editor
• Scroll down to the end.
• Check if you can see the localhost URL with the keyword as "localhost" Sample image below.

• The localhost URL helps you to identify the protocol and web-port number used by EventLog Analyzer/Log360.

6. Access the user interface in local machine and check if you have limited the access for user interface using Allow/restrict IP address settings.

7. Access the user interface in local server, navigate to Settings >> Admin Settings >> Connection Settings and check the Bind Address and Application Access URL under Advanced category. Image below.

8. If you use a proxy server in your environment for accessing EventLog Analyzer/Log360 server, ensure the configuration in proxy server does not block the access to user interface or traffic over webserver port.
   

2. Case 2: Unable to access the User interface in both local and remote machine.
1. Ensure you are accessing the web console using the supported web browser. 
2. Check if the application is up and running either as service or console mode.
• Open <Product Installation Directory>\logs folder
• Open wrapper.txt file as Text editor
• Scroll down to the end.
• Check if you can see the localhost URL with the keyword as "localhost" Sample image below.

• The localhost URL helps you to identify the protocol and webport number used by EventLog Analyzer/Log360.

3. If you have applied SSL certificate for the application,  signed by either internal/external/self-signed, ensure the root CA is added as Trusted Root CA in Remote machine & is recognized by its browser. Review the steps based on OS vendor & network setup recommendation.
4. If you have applied SSL certificate and ensure if Server Name value in the Access URL matches the CN(common name) or listed under SAN (Subject Alternative Name).

5. Check the CPU, RAM, and disk utilization on the server where EventLog Analyzer/Log360 is installed.If you observe high usage or resource spikes, it may lead to delays in loading the user interface or even timeout errors due to insufficient system resources. If you find resource starvation, refer System Requirements and ensure if you are complied as per recommendation.
6. You can also consider increasing product heap memory if you have sufficient resource allocated and all the above are satisfied. Refer to Increasing Product Memory for the steps.

Tips

• Ensure to use a supported web browser to avoid compatibility issues.
• Ensure that the application is regularly patched and system requirements are met as per recommendation.
• If you use Antivirus or security tools in the server hosting the application, ensure to set exclusion for the installation directory to avoid configuration file corruption and performance issues.
  

Related topics and articles

How to reach support

1. Explain the step that you have followed and the behavior that you noticed.
2. Following files form the respective directory for analysis
1. <Installation Directory>/logs folder
1. serverout_(latest date).txt
2. catalina_(latest date).txt
3. wrapper.txt
4. adslog(numeric).txt (all the files created on the day)
2. <Installation Directory>/conf folder
1. server.xml (old and new file - If applicable)
2. web.xml (old and new file - If applicable)

3. Basic idea about your network and certificates applied - If SSL certificate enabled?, Is proxy server available? Is proxy server and application's SSL certificate is not expired/invaild etc.