System logs and information

If you contact us to request support please send along a support bundle file. This file can be generated with Replicated and contains all relevant system and container logs which we may require to analyze problems with your Private Packagist Self-Hosted installation. You are welcome to download and inspect the logs in this file yourself as well.

Generating a support bundle

You can generate a support bundle from the Replicated Management Console on port 8800 by navigating to the Support tab and clicking on the "Download Support Bundle" button. Alternatively you can use replicated's command line interface to generate the support bundle on your host system:

replicatedctl support-bundle

In case generating the support bundle via replicated's command line fails then you can run the following command:

docker run -it --rm \
--name support-bundle \
--volume $PWD:/out \
--volume /var/run/docker.sock:/var/run/docker.sock \
--net host --pid host --workdir /out  \
-e HTTP_PROXY -e HTTPS_PROXY -e NO_PROXY \
replicated/support-bundle \
generate \
--channel-id 6e3299f45997e91132719014584b06e4

This command will generate a support bundle with less information than the command above, but it may still be helpful if the replicated command does not work at all. It will ask you interactively to upload the file, but please contact us regardless of whether you upload the bundle through or want to send it to us separately, as we are not notified automatically.

Manually inspecting logs

If you are unable to generate a support bundle through either of these mechanisms please include the output of the command docker ps -as which will list all containers including containers which terminated because of errors. Further you can then retrieve logs for each of the containers using docker logs <container-id. Of particular interest are the logs of the containers replicated, replicated-operator, repo, worker and ui.

Common Issues

Waiting for app to report ready ...

Once you start Private Packagist Self-Hosted from the Replicated Management Console the dashboard will display a spinning icon and let you know that it is waiting for the application. Replicated is now waiting for the web health check of Private Packagist to return a 200 OK response. If this message does not disappear in a timely manner, the health check is most likely failing. You can view details on the health check report by inspecting the logs for the ui container (not the replicated-ui container which is only responsible for the management console). Look up the container id using docker ps -as and then view the logs using docker logs <container-id>. If the health check is failing the log will contain a JSON structure with all system checks and their respective status and error messages.

devicemapper I/O errors on docker service

If you are using RedHat Enterprise Linux RHEL 7.x, try setting the option MountFlags=slave in the Service section of the docker service configuration file (usually usr/lib/systemd/system/docker.service). After making this change restart the docker service and make sure to reload the system configuration.

Invalid x509 keypair: tls: failed to find any PEM data in key input

If you get this error message when upload your SSL certificate you uploaded an incorrect certificate file. Please note that if you need to include intermediate certificates, the order of certificates in the certificate file needs to be from leaf to root. If the order of certificates does not match this format Replicated will fail to recognize your certificate.

Composer install/update fails with SSL error: failed to enable crypto

If your composer commands fail with a TransportException similar to the one below after you successfully uploaded your certificate then this indicates that your local system does not trust or recognize the certificate. Accessing your installation in a browser may still work because browsers often use their own sets of CAs/certificates which are often more complete and up to date than the certificate collection on your operationg system which is used by PHP and Composer.

[Composer\Downloader\TransportException]
The "https://repo.acme-website.com/acme/packages.json" file could not be downloaded: SSL operation failed with code 1. OpenSSL Error messages:
error:14090086:SSL routines:ssl3_get_server_certificate:certificate verify failed
Failed to enable crypto
failed to open stream: operation failed

You either need to add your certificate or the corresponding CA'sroot certificate to your operating system's certificate store, or more commonly there is an intermediate certificate required for your system to trust the key you uploaded. The intermediate key should be supplied by the provider of the SSL certificate and may also already be present in your browser explaining why you can open Private Packagist pages in your browser without an error. Please see the section about Invalid x509 keypair for more information on how to add your intermediate certificates to your certificate file.

Ready state command canceled: context deadline exceeded

If you move the application behind a HTTP proxy or if you change docker's config or your host system's network configuration in a way that the internal docker IPs change then replicated won't be able to check the availability of the other containers anymore. This can be fixed by rerunning the original replicated install script. This will leave your current installation in tact but rewrite the main config files and therefore update the host IP and the NO_PROXY environment.

Replicated Management Console shows "Stopped" after upgrading to 1.12.4

You just updated to Self-Hosted version 1.12.4 and now the Replicated Management Console only shows "Stopped" in the top left corner of the dashboard? As part of this this Self-Hosted update PostgreSQL is upgraded from 9.6 to 12. Depending on the size of your database, this will cause increased disk IO and might take a few minutes during which the application won't be available.
The upgrade is done in the docker container packagist-postgres-update which only runs for the duration of the upgrade and then stops. You can check the Cluster section in the Replicated Management Console: all containers should be started except the upgrade container, which should be stopped. The Replicated Management Console is just showing the wrong state on the dashboard.
Pressing the button Start now on the dashboard will correct the displayed application state, but you can also leave it as is.

Reset Replicated Management Console authentication

If you cannot log into the Replicated Management Console anymore, then you can reset LDAP and password authentication on the host system by running the following command:

replicatedctl console-auth reset

Issues with Multi-factor Authentication

If you are having problems setting up MFA, or are unable to login via MFA, with your generated codes, there may be a time-drift issue with either the Self-hosted Private Packagist server or the device you are using to generate the codes.

To make sure that the Self-hosted Private Packagist server is synchronized to the correct time, you should check that both the current server time and timezone are set to correct values. If you can enable Network Time Protocol (NTP) for the server, we also recommend doing that.

The methods for doing so will vary depending on the underlying server Operating System.

Please be aware that offline-based TOTP hardware can drift up to a few minutes a year. As Private Packagist only allows time-drift of up to one (1) minute, we recommend using TOTP devices that have the ability to stay synchronized with the correct time (such as a phone, or re-programmable TOTP hardware devices).