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Cloud troubleshooting guide: Difference between revisions
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<li>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.</li> | <li>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.</li> | ||
<li>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. | <li>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.</li> | ||
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<li>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.</li> | |||
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<li>Can you reach your VM with Secure Shell (SSH) protocol? | |||
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<li>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”.</li> | |||
<li>If you are getting a login prompt verify you are using the correct key pair and username. You can check you are using the correct key pair by clicking on “instances” under “compute” on the open sack page, look under the column “Key Pair”, and make sure you are using that key pair to login. The username will be dependant on the operating system of your VM (Note: If you explicitly change your username with a custom CloudInit script then it will be what you have changed it to): | |||
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<li>If you are not getting a login prompt, you can double check your security settings | |||