Common Issues and Fixes
Quick Diagnostics
# 1. Is the container running?
docker ps
# 2. Is the Log Server responding?
curl https://YourLogServerFQDN:8443/Ping
# 3. Any errors in the container?
docker logs logserver
# 4. Has any component sent logs?
./ListMachines.sh <AuthKey>
# 5. OpenSearch health (from inside container)
docker exec -it logserver curl http://localhost:9200/_cluster/health?pretty
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Top Challenges
| Symptom | Most Likely Cause |
|---|---|
| Director shows no Logs menu |
LOCAL_DOWN_ONLY=true or AuthKey not saved |
| ListMachines returns empty array | Components not yet sending, AuthKey mismatch, or cert not trusted |
| Log Server container not starting | Docker memory, port conflict, or cert issue |
Troubleshooting by Issue
Director Cannot Display Logs
- Confirm
LOCAL_DOWN_ONLY=falseis set in the Log Server start script. Stop the container, edit the script, restart. - Confirm Web Studio is configured with the correct Log Server address, port, and a valid AuthKey.
- Confirm network connectivity from the Delivery Controller to the Log Server on the configured port.
- Confirm the Log Server TLS certificate is trusted on the Director machine.
No Machines Appearing in ListMachines
- Wait 5–10 minutes. Components begin uploading after the Telemetry Service activates.
- Confirm the component can reach the Log Server: ping the FQDN from the VDA or DDC.
- Confirm the TLS certificate is trusted on the component machine (HTTPS mode).
- Confirm the AuthKey entered in Web Studio matches a key on the Log Server (
docker exec logserver /app/authkey list). - Check the Telemetry Service status on a VDA or DDC: open Services (
services.msc) and look forCitrixTelemetryService.
Log Server Container Not Starting
- Check Docker logs:
docker logs logserver - Check the weblogs.txt file for the startup failure reason.
- Confirm the port is not already in use:
# Linux
ss -tlnp | grep 8443
# Windows
netstat -ano | findstr 8443
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- On Windows, confirm Docker Desktop is running and has ≥ 12 GB memory allocated.
- Confirm the
.pfxcertificate file exists and is not password-protected.
Director/Monitor Cannot Remotely Access Logs
Check LOCAL_DOWN_ONLY setting first. If already false, check for a port conflict (known issue XASUP-7658). Stop the container, change the port in the start script, restart, and update the port in Web Studio.
Common Issues and Fixes
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