Troubleshooting

Introduction to Troubleshooting

Troubleshooting the Element Installer comes down to knowing a little bit about kubernetes and how to check the status of the various resources. This guide will walk you through some of the initial steps that you'll want to take when things are going wrong.

Known issues

Installer fails and asks you to start firewalld

The current installer will check if you have firewalld installed on your system. It does expect to find firewalld started as a systemd service if it is installed. If it is not started, the installer will terminate with a failure that asks you to start it. We noticed some Linux distributions like SLES15P4, RHEL8 and AlmaLinux8 that have firewalld installed as a default package but not enabled, or started.

If you hit this issue, you don't need to enable and start firewalld. The workaround is to uninstall firewalld, if you are not planning on using it.

On SLES

zypper remove firewalld -y

On RHEL8

dnf remove firewalld -y 

Airgapped installation does not start

If you are using element-enterprise-graphical-installer-2023-03.02-gui.bin and element-enterprise-installer-airgapped-2023-03.02-gui.tar.gz. You might run into an error looking like this:

Looking in links: ./airgapped/pip

WARNING: Url './airgapped/pip' is ignored. It is either a non-existing path or lacks a specific scheme.

ERROR: Could not find a version that satisfies the requirement wheel (from versions: none)

ERROR: No matching distribution found for wheel

The workaround for it is to copy the pip folder from the airgapped directory to ~/.element-enterprise-server/installer/airgapped/pip

install.sh problems

Sometimes there will be problems when running the ansible-playbook portion of the installer. When this happens, you can increase the verbosity of ansible logging by editing .ansible.rc in the installer directory and setting:

export ANSIBLE_DEBUG=true
export ANSIBLE_VERBOSITY=4

and re-running the installer. This will generate quite verbose output, but that typically will help pinpoint what the actual problem with the installer is.

Problems post-installation

Checking Pod Status and Getting Logs

[user@element2 ~]$ kubectl get pods -n element-onprem
kubectl get pods -n element-onprem
NAME                                                         READY   STATUS    RESTARTS   AGE
first-element-deployment-element-web-6cc66f48c5-lvd7w        1/1     Running   0          4d20h
first-element-deployment-element-call-c9975d55b-dzjw2        1/1     Running   0          4d20h
integrator-postgres-0                                        3/3     Running   0          4d20h
synapse-postgres-0                                           3/3     Running   0          4d20h
first-element-deployment-integrator-59bcfc67c5-jkbm6         3/3     Running   0          4d20h
adminbot-admin-app-element-web-c9d456769-rpk9l               1/1     Running   0          4d20h
auditbot-admin-app-element-web-5859f54b4f-8lbng              1/1     Running   0          4d20h
first-element-deployment-synapse-redis-68f7bfbdc-wht9m       1/1     Running   0          4d20h
first-element-deployment-synapse-haproxy-7f66f5fdf5-8sfkf    1/1     Running   0          4d20h
adminbot-pipe-0                                              1/1     Running   0          4d20h
auditbot-pipe-0                                              1/1     Running   0          4d20h
first-element-deployment-synapse-admin-ui-564bb5bb9f-87zb4   1/1     Running   0          4d20h
first-element-deployment-groupsync-0                         1/1     Running   0          20h
first-element-deployment-well-known-64d4cfd45f-l9kkr         1/1     Running   0          20h
first-element-deployment-synapse-main-0                      1/1     Running   0          20h
first-element-deployment-synapse-appservice-0                1/1     Running   0          20h

The above kubectl get pods -n element-onprem is the first place to start. You'll notice in the above, all of the pods are in the Running status and this indicates that all should be well. If the state is anything other than "Running" or "Creating", then you'll want to grab logs for those pods. To grab the logs for a pod, run:

kubectl logs -n element-onprem <pod name>

replacing <pod name> with the actual pod name. If we wanted to get the logs from synapse, the specific syntax would be:

kubectl logs -n element-onprem first-element-deployment-synapse-main-0

and this would generate logs similar to:

  2022-05-03 17:46:33,333 - synapse.util.caches.lrucache - 154 - INFO - LruCache._expire_old_entries-2887 - Dropped 0 items from caches
2022-05-03 17:46:33,375 - synapse.storage.databases.main.metrics - 471 - INFO - generate_user_daily_visits-289 - Calling _generate_user_daily_visits
2022-05-03 17:46:58,424 - synapse.metrics._gc - 118 - INFO - sentinel - Collecting gc 1
2022-05-03 17:47:03,334 - synapse.util.caches.lrucache - 154 - INFO - LruCache._expire_old_entries-2888 - Dropped 0 items from caches
2022-05-03 17:47:33,333 - synapse.util.caches.lrucache - 154 - INFO - LruCache._expire_old_entries-2889 - Dropped 0 items from caches
2022-05-03 17:48:03,333 - synapse.util.caches.lrucache - 154 - INFO - LruCache._expire_old_entries-2890 - Dropped 0 items from caches
[user@element2 ~]$ kubectl get pods -A
NAMESPACE            NAME                                        READY   STATUS    RESTARTS   AGE
kube-system          calico-node-2lznr                           1/1     Running   0          8d
kube-system          calico-kube-controllers-c548999db-s5cjm     1/1     Running   0          8d
kube-system          coredns-5dbccd956f-glc8f                    1/1     Running   0          8d
kube-system          dashboard-metrics-scraper-6b6f796c8d-8x6p4  1/1     Running   0          8d
ingress              nginx-ingress-microk8s-controller-w8lcn     1/1     Running   0          8d
cert-manager         cert-manager-cainjector-6586bddc69-9xwkj    1/1     Running   0          8d
kube-system          hostpath-provisioner-78cb89d65b-djfq5       1/1     Running   0          8d
kube-system          kubernetes-dashboard-765646474b-5lhxp       1/1     Running   0          8d
cert-manager         cert-manager-5bb9dd7d5d-cg9h8               1/1     Running   0          8d
container-registry   registry-f69889b8c-zkhm5                    1/1     Running   0          8d
cert-manager         cert-manager-webhook-6fc8f4666b-9tmjb       1/1     Running   0          8d
kube-system          metrics-server-5f8f64cb86-f876p             1/1     Running   0          8d
jitsi                sysctl-jvb-vs9mn                            1/1     Running   0          8d
jitsi                shard-0-jicofo-7c5cd9fff5-qrzmk             1/1     Running   0          8d
jitsi                shard-0-web-fdd565cd6-v49ps                 1/1     Running   0          8d
jitsi                shard-0-web-fdd565cd6-wmzpb                 1/1     Running   0          8d
jitsi                shard-0-prosody-6d466f5bcb-5qsbb            1/1     Running   0          8d
jitsi                shard-0-jvb-0                               1/2     Running   0          8d
operator-onprem      element-operator-controller-manager-...     2/2     Running   0          4d
updater-onprem       element-updater-controller-manager-...      2/2     Running   0          4d
element-onprem       first-element-deployment-element-web-...    1/1     Running   0          4d
element-onprem       first-element-deployment-element-call-...   1/1     Running   0          4d
element-onprem       integrator-postgres-0                       3/3     Running   0          4d
element-onprem       synapse-postgres-0                          3/3     Running   0          4d
element-onprem       first-element-deployment-integrator-...     3/3     Running   0          4d
element-onprem       adminbot-admin-app-element-web-...          1/1     Running   0          4d
element-onprem       auditbot-admin-app-element-web-...          1/1     Running   0          4d
element-onprem       first-element-deployment-synapse-redis-...  1/1     Running   0          4d
element-onprem       first-element-deployment-synapse-haproxy-.. 1/1     Running   0          4d
element-onprem       adminbot-pipe-0                             1/1     Running   0          4d
element-onprem       auditbot-pipe-0                             1/1     Running   0          4d
element-onprem       first-element-deployment-synapse-admin-ui-. 1/1     Running   0          4d
element-onprem       first-element-deployment-groupsync-0        1/1     Running   0          20h
element-onprem       first-element-deployment-well-known-...     1/1     Running   0          20h
element-onprem       first-element-deployment-synapse-main-0     1/1     Running   0          20h
element-onprem       first-element-deployment-synapse-appservice-0 1/1   Running   0          20h
kubectl logs -n <namespace> <pod name>
kubectl logs -n ingress nginx-ingress-microk8s-controller-w8lcn

and you would see logs similar to:

I0502 14:15:08.467258       6 leaderelection.go:248] attempting to acquire leader lease ingress/ingress-controller-leader...
I0502 14:15:08.467587       6 controller.go:155] "Configuration changes detected, backend reload required"
I0502 14:15:08.481539       6 leaderelection.go:258] successfully acquired lease ingress/ingress-controller-leader
I0502 14:15:08.481656       6 status.go:84] "New leader elected" identity="nginx-ingress-microk8s-controller-n6wmk"
I0502 14:15:08.515623       6 controller.go:172] "Backend successfully reloaded"
I0502 14:15:08.515681       6 controller.go:183] "Initial sync, sleeping for 1 second"
I0502 14:15:08.515705       6 event.go:282] Event(v1.ObjectReference{Kind:"Pod", Namespace:"ingress", Name:"nginx-ingress-microk8s-controller-n6wmk", UID:"548d9478-094e-4a19-ba61-284b60152b85", APIVersion:"v1", ResourceVersion:"524688", FieldPath:""}): type: 'Normal' reason: 'RELOAD' NGINX reload triggered due to a change in configuration

Again, for all pods not in the Running or Creating state, please use the above method to get log data to send to Element.

Node-based pods failing name resolution

05:03:45:601 ERROR [Pipeline] Unable to verify identity configuration for bot-auditbot: Unknown errcode Unknown error
05:03:45:601 ERROR [Pipeline] Unable to verify identity. Stopping
matrix-pipe encountered an error and has stopped Error: getaddrinfo EAI_AGAIN synapse.prod.ourdomain
    at GetAddrInfoReqWrap.onlookup [as oncomplete] (node:dns:84:26) {
  errno: -3001,
  code: 'EAI_AGAIN',
  syscall: 'getaddrinfo',
  hostname: 'synapse.prod.ourdomain'
}

To see what Hosts are set, try:

kubectl exec -it -n element-onprem <pod name> getent hosts

So to do this on the adminbot-pipe-0 pod, it would look like:

kubectl exec -it -n element-onprem adminbot-pipe-0 getent hosts

and return output similar to:

127.0.0.1       localhost
127.0.0.1       localhost ip6-localhost ip6-loopback
10.1.241.27     adminbot-pipe-0
192.168.122.5   ems.onprem element.ems.onprem hs.ems.onprem adminbot.ems.onprem auditbot.ems.onprem integrator.ems.onprem hookshot.ems.onprem admin.ems.onprem eleweb.ems.onprem

Node-based pods failing SSL

2023-02-06 15:42:04 ERROR: IrcBridge Failed to fetch roomlist from joined rooms: Error: unable to verify the first certificate. Retrying
MatrixHttpClient (REQ-13) Error: unable to verify the first certificate
at TLSSocket.onConnectSecure (_tls_wrap.js:1515:34)
at TLSSocket.emit (events.js:400:28)
at TLSSocket.emit (domain.js:475:12)
at TLSSocket. finishInit (_tls_wrap.js:937:8),
at TLSWrap.ssl.onhandshakedone (_tls_wrap.js:709:12) {
code: 'UNABLE TO VERIFY LEAF SIGNATURE

Drop into a shell on the pod

kubectl exec -it -n element-onprem adminbot-pipe-0 -- /bin/sh

Check it's ability to send a request to the Synapse server

node

require=("http")
request(https://synapse.server/)

Default administrator

The installer creates a default administrator onprem-admin-donotdelete The Synapse admin user password is defined under the synapse section in the installer

Other Commands of Interest

Some other commands that may yield some interesting data while troubleshooting are:

Check list of active kubernetes events

kubectl get events -A

You will see a list of events or the message No resources found.

kubectl get services -n element-onprem

This should return output similar to:

NAME                             TYPE        CLUSTER-IP       EXTERNAL-IP   PORT(S)                    AGE
postgres                         ClusterIP   10.152.183.47    <none>        5432/TCP                   6d23h
app-element-web                  ClusterIP   10.152.183.60    <none>        80/TCP                     6d23h
server-well-known                ClusterIP   10.152.183.185   <none>        80/TCP                     6d23h
instance-synapse-main-headless   ClusterIP   None             <none>        80/TCP                     6d23h
instance-synapse-main-0          ClusterIP   10.152.183.105   <none>        80/TCP,9093/TCP,9001/TCP   6d23h
instance-synapse-haproxy         ClusterIP   10.152.183.78    <none>        80/TCP                     6d23h

Grep all configmaps

for configmap in $(kubectl --namespace element-onprem get configmaps --no-headers --output=custom-columns="NAME:.metadata.name"); do
    kubectl --namespace element-onprem describe configmaps "$configmap" \
    | grep --extended-regex '(host|password)'
done

List Synapse pods, sorted by pod age/creation time

kubectl --namespace element-onprem get pods --sort-by 'metadata.creationTimestamp' | grep --extended-regex '(NAME|-synapse)'

Redeploy the micro8ks setup

It is possible to redeploy microk8s by running the following command as root:

snap remove microk8s

This command does remove all microk8s pods and related microk8s storage volumes. Once this command has been run, you need to reboot your server - otherwise you may have networking issues. Add --purge flag to remove the data if disk usage is a concern.

After the reboot, you can re-run the installer and have it re-deploy microk8s and Element Enterprise On-Premise for you.

Show all persistent volumes and persistent volume claims for the element-onprem namespace

kubectl get pv -n element-onprem

This will give you output similar to:

NAME                                       CAPACITY   ACCESS MODES   RECLAIM POLICY   STATUS   CLAIM                                                   STORAGECLASS        REASON   AGE
pvc-fc3459f0-eb62-4afa-94ce-7b8f8105c6d1   20Gi       RWX            Delete           Bound    container-registry/registry-claim                       microk8s-hostpath            8d
integrator-postgres                        5Gi        RWO            Recycle          Bound    element-onprem/integrator-postgres                      microk8s-hostpath            8d
synapse-postgres                           5Gi        RWO            Recycle          Bound    element-onprem/synapse-postgres                         microk8s-hostpath            8d
hostpath-synapse-media                     50Gi       RWO            Recycle          Bound    element-onprem/first-element-deployment-synapse-media   microk8s-hostpath            8d
adminbot-bot-data                          10M        RWO            Recycle          Bound    element-onprem/adminbot-bot-data                        microk8s-hostpath            8d
auditbot-bot-data                          10M        RWO            Recycle          Bound    element-onprem/auditbot-bot-data                        microk8s-hostpath            8d

Show deployments in the element-onprem namespace

kubectl get deploy -n element-onprem

This will return output similar to:

NAME                       READY   UP-TO-DATE   AVAILABLE   AGE
app-element-web            1/1     1            1           6d23h
server-well-known          1/1     1            1           6d23h
instance-synapse-haproxy   1/1     1            1           6d23h

Show hostname to IP mappings from within a pod

Run:

kubectl exec -n element-onprem <pod_name> -- getent hosts

and you will see output similar to:

127.0.0.1       localhost
127.0.0.1       localhost ip6-localhost ip6-loopback
10.1.241.30     instance-hookshot-0.instance-hookshot.element-onprem.svc.cluster.local instance-hookshot-0
192.168.122.5   ems.onprem element.ems.onprem hs.ems.onprem adminbot.ems.onprem auditbot.ems.onprem integrator.ems.onprem hookshot.ems.onprem admin.ems.onprem eleweb.ems.onprem

This will help you troubleshoot host resolution.

Show the Element Web configuration

kubectl describe cm -n element-onprem app-element-web

and this will return output similar to:

config.json:
----
{
    "default_server_config": {
        "m.homeserver": {
            "base_url": "https://synapse2.local",
            "server_name": "local"
        } 
  },
  "dummy_end": "placeholder",
  "integrations_jitsi_widget_url": "https://dimension.element2.local/widgets/jitsi",
  "integrations_rest_url": "https://dimension.element2.local/api/v1/scalar",
  "integrations_ui_url": "https://dimension.element2.local/element",
  "integrations_widgets_urls": [
      "https://dimension.element2.local/widgets"
  ]
}

Show the nginx configuration for Element Web: (If using nginx as your ingress controller in production or using thPoC installer.)

kubectl describe cm -n element-onprem app-element-web-nginx

and this will return output similar to:

  server {
      listen       8080;

      add_header X-Frame-Options SAMEORIGIN;
      add_header X-Content-Type-Options nosniff;
      add_header X-XSS-Protection "1; mode=block";
      add_header Content-Security-Policy "frame-ancestors 'self'";
      add_header X-Robots-Tag "noindex, nofollow, noarchive, noimageindex";

      location / {
          root   /usr/share/nginx/html;
          index  index.html index.htm;

          charset utf-8;
      }
  }

Show the status of all namespaces

kubectl get namespaces

which will return output similar to:

NAME                 STATUS   AGE
kube-system          Active   20d
kube-public          Active   20d
kube-node-lease      Active   20d
default              Active   20d
ingress              Active   6d23h
container-registry   Active   6d23h
operator-onprem      Active   6d23h
element-onprem       Active   6d23h

Show the status of the stateful sets in the element-onprem namespace

kubectl get sts -n element-onprem

This should return output similar to:

NAME                    READY   AGE
postgres                1/1     6d23h
instance-synapse-main   1/1     6d23h

Show the Synapse configuration

Click to see commands for installers prior to version 2023-05.05

For installers prior to 2022-05.06, use:

kubectl describe cm -n element-onprem first-element-deployment-synapse-shared

For the 2022-05.06 installer and later, use:

kubectl -n element-onprem get secret synapse-secrets -o yaml 2>&1 | grep shared.yaml | awk -F 'shared.yaml: ' '{print $2}' - | base64 -d

For the 2023-05.05 installer and later, use:

kubectl get secrets/first-element-deployment-synapse-secrets -n element-onprem -o yaml | grep shared.yaml | awk '{ print $2}' | base64 -d

Alternately:

kubectl --namespace element-onprem describe configmaps first-element-deployment-synapse-main

kubectl --namespace element-onprem \
    get secrets first-element-deployment-synapse-secrets \
    --output jsonpath='{.data}' \
    | jq --raw-output '."shared.yaml"' \
    | base64 --decode \
    | yq .

This will return output similar to:

send_federation: True
start_pushers: True
turn_allow_guests: true
turn_shared_secret: n0t4ctuAllymatr1Xd0TorgSshar3d5ecret4obvIousreAsons
turn_uris:
- turns:turn.matrix.org?transport=udp
- turns:turn.matrix.org?transport=tcp
turn_user_lifetime: 86400000

Verify DNS names and IPs in certificates

In the certs directory under the configuration directory, run:

for i in $(ls *crt); do echo $i && openssl x509 -in $i -noout -text | grep DNS; done

This will give you output similar to:

local.crt
              DNS:local, IP Address:192.168.122.118, IP Address:127.0.0.1
synapse2.local.crt
              DNS:synapse2.local, IP Address:192.168.122.118, IP Address:127.0.0.1

and this will allow you to verify that you have the right host names and IP addresses in your certificates.

View the MAU Settings in Synapse

kubectl get  -n element-onprem secrets/synapse-secrets -o yaml | grep -i shared.yaml -m 1| awk -F ': ' '{print $2}' - | base64 -d 

which will return output similar to:

# Local custom settings
mau_stats_only: true

limit_usage_by_mau: False
max_mau_value: 1000
mau_trial_days: 2

mau_appservice_trial_days:
  chatterbox: 0

enable_registration_token_3pid_bypass: true

Integration issues

GitHub not sending events

You can trace webhook calls from your GitHub application under Settings/developer settings/GitHub Apps

Select your GitHub App

Click on Advanced and you should see queries issues by your app under Recent Deliveries

Screenshot 2023-04-06 at 12.12.42.png

Updater and Operator in ImagePullBackOff state

Check EMS Image Store Username and Token

Check to see if you can pull the Docker image:

kubectl get pods -l app.kubernetes.io/instance=element-operator-controller-manager -n operator-onprem -o yaml | grep 'image:'

grab the entry like image: gitlab-registry.matrix.org/ems-image-store/standard/kubernetes-operator@sha256:305c7ae51e3b3bfbeff8abf2454b47f86d676fa573ec13b45f8fa567dc02fcd1

Should look like

microk8s.ctr image pull gitlab-registry.matrix.org/ems-image-store/standard/kubernetes-operator@sha256:305c7ae51e3b3bfbeff8abf2454b47f86d676fa573ec13b45f8fa567dc02fcd1 -u <EMS Image Store usenamer>:<EMS Image Store token>


Revision #36
Created 3 May 2022 17:41:38 by Karl Abbott
Updated 20 May 2024 14:58:53 by Twilight Sparkle