Troubleshooting Hub¶

Welcome to the 12Port troubleshooting hub. This documentation aims to provide solutions to common issues, errors, and problems you may encounter while using the 12Port Platform. Whether you are dealing with connectivity issues, configuration problems, or other software-related errors, this guide will help you quickly identify and resolve the issue. The solutions provided here are designed to be practical and easy to follow, helping you get back to work as soon as possible.

Collecting Logs¶

This section describes how to collect logs for troubleshooting and support purposes. These steps apply to both Windows and Linux environments where the application is deployed.

Collecting Server-Side Logs¶

Server-side logs provide critical visibility into the internal operation of the application and its supporting services. These logs are essential for diagnosing issues related to backend processing, system errors, integrations, and performance. Collecting server-side logs helps identify problems that may not be visible from the user interface, including failures in background tasks, API errors, or infrastructure-related issues.

Prerequisites

• Access to the server hosting the 12Port software
• Appropriate permissions:
  • Windows: Administrator access may be required
  • Linux: sudo privileges may be required

Procedure

1.Log in to the 12Port Host Server
Access the server where 12Port is running using the standard method (for example, RDP for Windows or SSH for Linux).

2.Locate the Logs Directory
Navigate to the following directory within the application's home path:

[12port_home]/web/logs

Replace [12port_ home] with the root directory where the application is installed.

3.Archive the Log Files
Collect all files within the logs directory and compress them into a single archive file. For example:

• On Linux:

cd [12port_home]/web
tar -czvf logs.tar.gz logs/

• On Windows:

  • Navigate to [12port_home]\web\
  • Right-click the logs folder or open the logs folder and select all files
  • Select Send to > Compressed (zipped) folder

4.Verify the Archive
Ensure the archive file (for example, logs.tar.gz or logs.zip) contains the expected log files and is not empty.

5.Send to Support
Email the archived file to the 12Port support team (support@12port.com). To help expedite troubleshooting, include the following information in your message:

• A clear description of the issue or error
• The approximate date and time the issue occurred
• Steps to reproduce the issue (if known)
• Relevant environment details (for example, Operating System version, software configuration, etc.)
• Screenshots or screen recordings illustrating the issue and any error messages displayed in the application.

Collecting Client-Side Logs¶

In addition to server-side logs, client-side diagnostics can provide valuable insight into issues that occur within the user’s browser. These logs are especially useful when errors originate from the front-end application, network requests, or browser-specific behavior.

When to Collect Client-Side Logs

Collect client-side logs when:

• The issue is visible in the browser but not reflected in server-side logs
• The application UI is not loading or behaving as expected
• Errors appear intermittently or are specific to a user's environment
• There are failed network requests or unexpected responses

Procedure

1.Open Browser Developer Tools
Access the browser's developer tools using one of the following methods:

• Press F12
• Right-click anywhere on the page and select Inspect or Inspect Element

2.Navigate to the Console and Network Tabs
Within the developer tools interface:

• Select the Console tab to view JavaScript errors, warnings, and other runtime messages generated by the application
• Select the Network tab to capture all requests between the browser and the server

3.Reproduce the Issue
With developer tools open:

• Enable logging (if not already active)
• Refresh the page or repeat the steps that trigger the issue
• Allow all relevant requests to complete

4.Identify Errors
Review both tabs for indicators of failure:

• Console tab:
  • JavaScript errors or stack traces
  • Warnings or deprecation messages
  • Any application-specific error output
• Network tab:
  • Requests with error status codes (e.g., 4xx or 5xx)
  • Failed or blocked requests
  • Requests with unusually long response times

5.Export or Capture Logs

• Use the browser's option to export the network activity (commonly as a .har file), if available
• Copy relevant Console output
• Alternatively, capture screenshots of relevant error stacks or failed requests
• Copy any visible error messages from the console or network responses and paste into your email to support.

6.Send to Support
Provide the collected client-side logs along with the server-side logs (if available) to support@12port.com. Include all relevant diagnostic materials in your support request.

Notes

• Steps may vary slightly depending on the browser (e.g., Chrome, Edge, Firefox), but the general process remains consistent.
• Avoid filtering out requests unless necessary, as this may omit relevant information.
• If possible, perform the capture in a clean browser session (e.g., incognito/private mode) to minimize interference from extensions or cached data.

Modules¶

Credential Rotation¶

This section focuses on identifying and resolving common issues related to remote connectivity and job failures between the Credential Rotation module and target host machines.

If you encounter errors such as:

• Connection timed out
• 401 Unauthorized
• Or similar job execution failures

…this guide will help you diagnose and resolve the underlying problems.

Job Result Failures

Remote Sessions¶

This section focuses on troubleshooting remote session connectivity between the 12Port Gateway and target host machines. Issues such as session errors (e.g., 519 or 769), authentication failures, or connection timeouts can prevent successful remote access.

Use the linked page below to diagnose and resolve common causes, including credential or permission issues, network connectivity problems, firewall restrictions, and RDP proxy configuration errors.

Session Errors and Remote Connectivity

AccessWall¶

Remote connectivity issues and job failures, such as “Connection timed out” or “401 Unauthorized” errors, can prevent 12Port from successfully communicating with target host machines.

Use the linked page below to identify and resolve the most common causes of these failures, ensuring that credential rotation and other automated tasks function as expected.

Job Execution and Connectivity Issues