Gateway Hub



This guide is intended to help you troubleshoot your Gateway Hub instance.

Obtain diagnostics

Check your Gateway Hub licence status

  1. Access your Web Console using your browser.
  2. Click Administration > Licence to navigate to the Licence page.

The status of your Gateway Hub licence is displayed in the General section.

Obtain logs

By default Gateway Hub stores log files in the <hub_root>/logs directory. You can optionally specify another directory when installing.

Log retention policies

You can adjust the default log retention policies by editing the log configuration files.

Service Default retention Configuration file
hub-svc-* maxHistory: 60 days

totalSizeCap: 3GB


Note: The asterisk * symbol indicates a wildcard which can take any value. For example hub-svc-snapshotd.

Obtain an info file

An info file containing basic information about your Gateway Hub installation can be sent to ITRS support to help diagnose problems with your Gateway Hub instance. You obtain this file using your Web Console.

For an introduction to the Web Console, see Geneos Web Console.

To obtain an info file, follow these steps:

  1. Access your Web Console using your browser.
  2. Click About ITRS Geneos to open the About page.
  3. Click the Get Diagnostic Info button to start the download.

This creates a Info.txt file in your default downloads folder.

Obtain a diagnostic file from the command line

You can create a comprehensive diagnostics file that packages the Gateway Hub log files from each node in the cluster as well as system information about the cluster and attached storage.

To obtain a diagnostic file from the command line, on any node run:

hubctl diagnostics <config_file>

This creates a temporary file on each node and downloads the all these files to your local machine. The location of the file is printed to stdout.


Verify the REST endpoint is reachable

Use a browser, a dedicated client such as Postman, or curl -k in the command line, to query the REST address followed by /v0/admin/info. The default REST address is https://<hostname>:8081.

If the REST endpoint is reachable, this returns output similar to below:

	"buildDateTime": "2020-08-13T17:17:46.297Z",
	"version": "2.2.0",
	"gitCommit": "ad4b43309b01ce0a5dd350f91673cceed05e4e3f",
	"gitCommitDateTime": "2020-08-13T17:17:16Z",
	"gitBranch": "release-2.2.0",
	"javaInfo": {
		"vendor": "Oracle Corporation",
		"version": {
			"major": 1,
			"minor": 8,
			"patch": 0,
			"update": 242,
			"arch": "x64"
		"vm": "OpenJDK 64-Bit Server VM"
	"os": {
		"name": "Linux(3.10.0-1127.el7.x86_64)",
		"other": ["CentOS Linux release 7.8.2003 (Core)", "NAME=\"CentOS Linux\"", "VERSION=\"7 (Core)\"", "ID=\"centos\"", "ID_LIKE=\"rhel fedora\"", "VERSION_ID=\"7\"", "PRETTY_NAME=\"CentOS Linux 7 (Core)\"", "ANSI_COLOR=\"0;31\"", "CPE_NAME=\"cpe:/o:centos:centos:7\"", "HOME_URL=\"\"", "BUG_REPORT_URL=\"\"", "CENTOS_MANTISBT_PROJECT=\"CentOS-7\"", "CENTOS_MANTISBT_PROJECT_VERSION=\"7\"", "REDHAT_SUPPORT_PRODUCT=\"centos\"", "REDHAT_SUPPORT_PRODUCT_VERSION=\"7\"", "Linux version 3.10.0-1127.el7.x86_64 ( (gcc version 4.8.5 20150623 (Red Hat 4.8.5-39) (GCC) ) #1 SMP Tue Mar 31 23:36:51 UTC 2020"]

Obtain the Subject Alternative Name of a certificate

You can extract the Subject Alternative Name from a certificate using the OpenSSL command line tool. This allows you to ensure it matches the Gateway Hub domain. For more information, see Install in Install.

To extract the Subject Alternative Name, run:

openssl x509 -in <certificate_file> -text -noout

Which will return output similar to:

X509v3 Key Usage:
    Digital Signature, Non Repudiation, Key Encipherment
X509v3 Extended Key Usage:
    TLS Web Server Authentication, TLS Web Client Authentication
X509v3 Subject Alternative Name:
    DNS:DNS-name-1, DNS:DNS-name-2, ...

Add Gateway Hub certificate authority to Grafana

In order for Grafana to connect to Gateway Hub securely, the certificate authority (CA) that has signed the TLS/SSL certificate used by Gateway Hub must be trusted by the system running Grafana.

If Gateway Hub is installed using certificates signed by an non-trusted CA, including the internal CA, you must add the relevant CA certificate to the trust store of the Grafana host. If Gateway Hub has been configured using production certificates that are trusted across an organisation, this is not required.

If you attempt to connect Grafana and Gateway Hub using non-trusted certificates, the connection will fail and Grafana will receive no data. The server logs will include a Failed to get access token error and state certificate signed by unknown authority.

To add Gateway Hub to a Linux system's recognised certificate authorities:

  1. Locate the CA certificate used to sign Gateway Hub certificates. In a default installation, using an internal CA, this is /opt/hub/hub-2.2.0-GA/tls/ca.crt.
  2. Copy the CA certificate to the trust store of the Grafana host. In a CentOS or Red Hat system this is located at /etc/pki/ca-trust/source/anchors/.
  3. To update the recognised certificate authorities, run:
    update-ca-trust extract
    1. You can verify the updated list by running:
      trust list
  4. Restart Grafana.
  5. In the Grafana web interface, open the ITRS Geneos Gateway Hub Datasource settings and disable Skip TLS Verify.

Test a Gateway connection

When configuring a Gateway to publish data to Gateway Hub you may encounter a GatewayHubPublishing Failed sending: Local: Unknown topic error. This occurs when a Gateway cannot find the required topics or cannot connect to any brokers.

To diagnose the cause of the error use the kafkacat tool to test the connection to Gateway Hub and fetch a list of metadata, including topic names.

Run the kafkacat command, specifying as options each of the Additional Settings required by the Gateway Setup Editor. These options have the form -X where the matches the corresponding Additional Setting omitting the kafka prefix.

You should provide the same credentials used when configuring the connection in the Gateway Setup Editor. For more information, see Connect a Gateway in Connect a Gateway.

kafkacat -X security.protocol=ssl -X<hub_CA_certificate> -b <hostame>:9092 -L

If kafkacat returns a list of topics that does not include geneos-events or geneos-metrics-v1, the Gateway will not be able to publish metrics to Gateway Hub. You should check the Gateway Hub configuration.

If kafkacat cannot connect to Gateway Hub, the Gateway will also be unable to connect. You should check the network connection.


The kafkacat tool is an open source utility written and maintained by the author of the librdkafka library used by Geneos. This utility is shipped with Linux 64-bit Gateways to ease the testing of connecting to your Kafka infrastructure. For more information about kafkacat, see kafkacat Github.

To ensure that kafkacat uses the same Kafka and SSL libraries as the Gateway, kafkacat must be run with the following environment variables:

  • LD_LIBRARY_PATH — this must point at the lib64 library supplied as part of the Gateway bundle.