Unable to get data using the log Reader Plugin

I Used log reader plugin to get the logout details of all the member  of that application. The plugin is working fine in the lower environments(dev and test) but it is not working fine in the production environment.
Tried different solution like

• Checking the CSV path
• Checking the Configurations in different environment.
• Checking the server we are using 
  

What can be the solution for this please suggest some different alternatives