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Support Request: Log File Issues

Description

I am unable to view logs from Siteremote for a machine that is at a remote customer location.
Message Log Overflow:
The SiteRemote server received an unusual number of log entries within a short period of time. This resulted in an activation of the internal throughput limit. To conserve server resources, no more log messages will be received and recorded until the generated log volume is reduced significantly.

In addition to this, I can only see logs in site remote from almost 20 days ago, even though I am pretty certain that the issue only started this week.
The logs from November 5th - 9th show:
40 0000 2018-11-09 00:01:18 -0800 [SiteCaster CMS] error while logging into site remote server: TypeError: Cannot read property 'split' of null
40 0000 2018-11-09 00:01:19 -0800 [SiteCaster CMS] Error while connecting to the websocket server: Machine is not yet logged in. Please retry later.
40 0000 2018-11-09 00:03:07 -0800 [SiteCaster CMS] error while logging into site remote server: TypeError: Cannot read property 'split' of null
40 0000 2018-11-09 00:03:07 -0800 [SiteCaster CMS] Error while connecting to the websocket server: Machine is not yet logged in. Please retry later.
40 0000 2018-11-09 00:04:58 -0800 [SiteCaster CMS] error while logging into site remote server: TypeError: Cannot read property 'split' of null
40 0000 2018-11-09 00:04:58 -0800 [SiteCaster CMS] Error while connecting to the websocket server: Machine is not yet logged in. Please retry later.
40 0000 2018-11-09 00:06:52 -0800 [SiteCaster CMS] error while logging into site remote server: TypeError: Cannot read property 'split' of null
40 0000 2018-11-09 00:06:52 -0800 [SiteCaster CMS] Error while connecting to the websocket server: Machine is not yet logged in. Please retry later.
40 0000 2018-11-09 00:08:25 -0800 [SiteCaster CMS] error while logging into site remote server: TypeError: Cannot read property 'split' of null
40 0000 2018-11-09 00:08:25 -0800 [SiteCaster CMS] Error while connecting to the websocket server: Machine is not yet logged in. Please retry later.

Over and over. Any ideas?

I am using the Cloud CMS.

Thanks

Answer: (1)

Re: Log File Issues PROVISIO\adams (Provisio) 11/29/2018 2:57 PM
The reason for the repeated log entries is that there was only 1 license added to that team but 2 machines were registered. In that time span the second machine that was going online didn’t have access to SiteRemote. This was “fixed” on the 27th when a second license was added.

The repeated log message lead to a “log message overflow” (more than 10000 in 24h).

Now, after resolving the issue, SiteRemote automatically will receive the outstanding log information but it can take some hours or even 1-2 days until the log files on SiteRemote are up-to-date. This depends on how much outstanding log information still must be transferred from the client to SiteRemote.

Our developers will change the message text in a future version so that it is clearer that it applies to the license and they will make sure that this log message will not appear as often as now.