Troubleshooting local RADIUS errors using log files

In this topic, you will find descriptions of common errors found in local RADIUS log files, along with their likely causes, to help you troubleshoot issues before submitting a support ticket.

Note:
This topic covers errors found in the local RADIUS virtual machine or Docker container log files. To learn how to access virtual machine log files using SSH, see: How to access virtual machine logs using SSH. To learn how to access Docker container log files, see: How to collect Portnox Docker container logs for support.

The entries below describe common errors that appear in the local RADIUS log files, along with their most likely causes. Use this information to investigate and, where possible, resolve issues on your own before submitting a support ticket.

AuthCloudHmService: Failed to ping radius BE for cloud HM or RadiusAuthenticator: Failed to send auth request to portnox BE

The local RADIUS container cannot resolve the Portnox Cloud back-end hostnames. This is a DNS resolution problem inside the Docker container. It may result in generic Authentication rejected alerts instead of a more specific error type.

To resolve this, recreate the container with explicit DNS resolver addresses by adding --dns flags to the Docker run command. We recommend using well-known public resolvers such as Cloudflare (1.1.1.1) or Google (8.8.8.8). The following is an example of the beginning of a Docker run command with explicit DNS resolvers configured:

docker run -d --dns 1.1.1.1 --dns 8.8.8.8 -p 1812:1812/udp -p 1813:1813/udp --name container_name ...

After recreating the container, verify that DNS resolution is working correctly by checking the /etc/resolv.conf file inside the container, or by inspecting the container output in Docker Desktop or the terminal.

Note:
If recreating the container is not immediately possible, you can also try editing the /etc/resolv.conf file directly inside the running container to add the correct DNS resolver addresses. However, this change will not persist if the container is restarted.