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Cloud troubleshooting guide: Difference between revisions
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# If you are able to login to your cloud dashboard, there are a few things there that you can check to see if your VM is actually running: | # If you are able to login to your cloud dashboard, there are a few things there that you can check to see if your VM is actually running: | ||
## Navigate to the Instances screen on your left side menu. Look at the Power State for your VM. It should be “Running”. If it is not in the “Running” state (for example “Shut Down”, you can try and restart it using the actions menu on the far right hand side, select either “Start Instance” or “Resume Instance” depending on what options are available to you. | ## Navigate to the Instances screen on your left side menu. Look at the Power State for your VM. It should be “Running”. If it is not in the “Running” state (for example “Shut Down”, you can try and restart it using the actions menu on the far right hand side, select either “Start Instance” or “Resume Instance” depending on what options are available to you. | ||
## | ##* You can look through the action logs to try and figure out why it was taken out of the running state. From the instances screen, click on your Instance name (VM name) and then click on the “Action Log” tab. This will show all the actions that have been used on your VM. If there is an action you don’t recognize you can contact support (email: cloud@computecanada.ca) to try and figure out who it was, just be sure to include your name, username, hosting cloud, project name and the user ID from the action log for the action you want to investigate. | ||
## | ##* The “log” tab from the same screen will show you the console log for your VM, so you can look through that log for error messages as well. | ||
## If you are unable to restart your VM then it's recommended that you submit a ticket. To submit a ticket to the cloud queue, email: cloud@computecanada.ca. Include your name, username, hosting cloud, project name and VM ID (You can find this by clicking on your instance, then looking at the overview tab), the steps you have taken to trouble-shoot and the issue you are seeing. For more information on submitting support tickets see the [[Technical support/en|Technical Support page]] on the Compute Canada wiki. | ## If you are unable to restart your VM then it's recommended that you submit a ticket. To submit a ticket to the cloud queue, email: cloud@computecanada.ca. Include your name, username, hosting cloud, project name and VM ID (You can find this by clicking on your instance, then looking at the overview tab), the steps you have taken to trouble-shoot and the issue you are seeing. For more information on submitting support tickets see the [[Technical support/en|Technical Support page]] on the Compute Canada wiki. | ||
# Can you reach your VM with Secure Shell (SSH) protocol? | # Can you reach your VM with Secure Shell (SSH) protocol? | ||
## If you can’t reach your application or web service hosted on your VM, but you have followed steps 1-4 and your VM is running, then you need to try to connect using SSH. You can find instructions for doing this in the [[Cloud Quick Start/en|Cloud Quick Start Guide]], scroll down to the section near the bottom of the page to “Connecting to your VM with SSH”. | ## If you can’t reach your application or web service hosted on your VM, but you have followed steps 1-4 and your VM is running, then you need to try to connect using SSH. You can find instructions for doing this in the [[Cloud Quick Start/en|Cloud Quick Start Guide]], scroll down to the section near the bottom of the page to “Connecting to your VM with SSH”. | ||