Cloud troubleshooting guide

This page contains basic troubleshooting steps for issues that come up frequently when using cloud. The steps include solutions you can try yourself, plus important information gathering steps and advice for when its time to submit a ticket. Not all issues can be solved on the user side, some things require system administrator level access to resolve; if you work through the guide and it advises you to submit a ticket, it is likely an issue not easily solved on the user side.

Issue: I can't reach my virtual machine

1. If you are having any issues connecting to you virtual machine (VM, also known as "instance") or hosted service, the first step is to check the Compute Canada System Status page. If there is an incident on your hosting cloud you may need to wait till the incident is resolved before connecting to your hosted service/VM.
2. If there is no incident for the cloud hosting your project on the System Status page, you need to confirm that you can reach the dashboard for your cloud project. (ex. Use this link to login to Arbutus:https://arbutus.cloud.computecanada.ca.) Login links for other clouds can be found on the cloud wiki page. If you cannot reach the login page to your cloud dashboard and you have verified your internet connectivity (ex. you can reach google) then it is recommended that you submit a ticket. To submit a ticket to the cloud queue, email: cloud@computecanada.ca. Include your name, username, hosting cloud and project name, the steps you have taken to trouble-shoot thus far. For more information on submitting support tickets see the Technical Support page on the Compute Canada wiki.