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Cloud troubleshooting guide: Difference between revisions
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This page describes how to troubleshoot some issues that come up frequently when using Compute Canada cloud service. This includes solutions you can try yourself, | This page describes how to troubleshoot some issues that come up frequently when using Compute Canada cloud service to operate a virtual machine (VM, also known as an "instance"). This includes solutions you can try yourself, and advice about submitting a trouble ticket, including what information to include in the ticket. Not all issues can be solved by you, the user; some things require a system administrator. If you work through this guide and it advises you to submit a ticket, it is likely an issue which you cannot easily solve yourself. | ||
==Issue: I can't log in to the cloud== <!--T:2--> | ==Issue: I can't log in to the cloud== <!--T:2--> | ||
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==Issue: I can't reach my virtual machine== <!--T:3--> | ==Issue: I can't reach my virtual machine== <!--T:3--> | ||
<ol> | <ol> | ||
<li>If you cannot connect to your virtual machine | <li>If you cannot connect to your virtual machine, or cannot connect to some service hosted in the cloud, check the [[System status/en|Compute Canada System Status page]]. If there is an incident on your hosting cloud, wait until the incident is resolved then try to connect again.</li> | ||
<li>If there is no incident reported on the System Status page for the cloud hosting your project, try to log in to the OpenStack dashboard for your cloud project. For example, if your project is hosted at Arbutus use this link to log in: https://arbutus.cloud.computecanada.ca. Login links for other clouds can be found on the [[Cloud/en|cloud wiki page]]. </li> | <li>If there is no incident reported on the System Status page for the cloud hosting your project, try to log in to the OpenStack dashboard for your cloud project. For example, if your project is hosted at Arbutus use this link to log in: https://arbutus.cloud.computecanada.ca. Login links for other clouds can be found on the [[Cloud/en|cloud wiki page]]. </li> | ||
<li>If you cannot reach the login page for your cloud, verify that you have internet connectivity: Try to reach https://www.google.com with a browser, for example. If you have internet connectivity but cannot reach the login page for your cloud, submit a ticket to the cloud queue by emailing cloud@computecanada.ca. Include your name, username, hosting cloud, and project name, and the steps you have taken thus far. For more on submitting tickets see [[Technical support/en|Technical Support ]].</li> | <li>If you cannot reach the login page for your cloud, verify that you have internet connectivity: Try to reach https://www.google.com with a browser, for example. If you have internet connectivity but cannot reach the login page for your cloud, submit a ticket to the cloud queue by emailing cloud@computecanada.ca. Include your name, username, hosting cloud, and project name, and the steps you have taken thus far. For more on submitting tickets see [[Technical support/en|Technical Support ]].</li> | ||
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(If you explicitly changed your username with a custom CloudInit script, then the above table does not apply. The correct username will be what you changed it to.) | (If you explicitly changed your username with a custom CloudInit script, then the above table does not apply. The correct username will be what you changed it to.) | ||
</li> | </li> | ||
<li>If you do not get a login prompt, | <li>If you do not get a login prompt, check your security settings: | ||
<ol style="list-style-type:disc"> | <ol style="list-style-type:disc"> | ||
<li>Verify that your own IP address has not changed. Check your IP address by opening this link in a browser: [http://https:/ipv4.icanhazip.com/ https:/ipv4.icanhazip.com/]. Your IP address must be allowed in the security settings in order for you to reach your VM. If it has changed, add a new rule to your Security Group as described in the next item.</li> | <li>Verify that your own IP address has not changed. Check your IP address by opening this link in a browser: [http://https:/ipv4.icanhazip.com/ https:/ipv4.icanhazip.com/]. Your IP address must be allowed in the security settings in order for you to reach your VM. If it has changed, add a new rule to your Security Group as described in the next item.</li> | ||
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==Issue: My virtual machine won't launch== <!--T:5--> | ==Issue: My virtual machine won't launch== <!--T:5--> | ||
<ol><li>First check to see if launching a | <ol><li>First check to see if launching a VM would exceed some resource limit (also known as a "quota"). Your cloud project has a limit on the number of VMs, CPUs, and GBs of RAM you can have in use at any given time. If you try to launch a VM that would cause you to exceed any of these limits, the launch will fail. To check your limits, log in to your project cloud dashboard (see [[Cloud]] for a list of login links) and on the left-side navigation menu click "Compute", then "Overview". It will show you how much of your allotted resources are currently in use. If you need more resources for your project, request them using [https://docs.google.com/forms/d/e/1FAIpQLSeU_BoRk5cEz3AvVLf3e9yZJq-OvcFCQ-mg7p4AWXmUkd5rTw/viewform this form]. More details about resource limits and how to obtain large resource allocations (>10TB) can be found at [[Cloud RAS Allocations]].</li> | ||
<li>If you get the message <code>Error: Failed to perform requested operation on instance "...", the instance has an error status: Please try again later [Error: No valid host was found. There are not enough hosts available.]</code> then check the following: | <li>If you get the message <code>Error: Failed to perform requested operation on instance "...", the instance has an error status: Please try again later [Error: No valid host was found. There are not enough hosts available.]</code> then check the following: | ||
<ol style="list-style-type:lower-roman"><li>You may have chosen an inappropriate Availability Zone when trying to launch the instance. The first section you fill in when launching an instance is the "Details" section which includes Instance Name, Description, and Availability Zone. The default setting is "Any Availability Zone" which allows OpenStack to choose a zone for you. If you manually select the zone yourself instead of using the default option you may see this "not enough hosts" error. Fix this by setting the Availability Zone back to "Any Availability Zone".</li> | <ol style="list-style-type:lower-roman"><li>You may have chosen an inappropriate Availability Zone when trying to launch the instance. The first section you fill in when launching an instance is the "Details" section which includes Instance Name, Description, and Availability Zone. The default setting is "Any Availability Zone" which allows OpenStack to choose a zone for you. If you manually select the zone yourself instead of using the default option you may see this "not enough hosts" error. Fix this by setting the Availability Zone back to "Any Availability Zone".</li> | ||