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Cloud troubleshooting guide: Difference between revisions
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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. | 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 login to Cloud== | ==Issue: I can't login to Cloud== <!--T:2--> | ||
<ol> | <ol> | ||
<li>You need to specifically apply for a cloud project in order to login to cloud. If you have not formally applied for and been granted a cloud project you will not be able to login (you will get the error message “Invalid Credentials”). You can apply for a cloud project here: [https://docs.google.com/forms/d/e/1FAIpQLSeU_BoRk5cEz3AvVLf3e9yZJq-OvcFCQ-mg7p4AWXmUkd5rTw/viewform CC cloud project and RAS request form]</li> | <li>You need to specifically apply for a cloud project in order to login to cloud. If you have not formally applied for and been granted a cloud project you will not be able to login (you will get the error message “Invalid Credentials”). You can apply for a cloud project here: [https://docs.google.com/forms/d/e/1FAIpQLSeU_BoRk5cEz3AvVLf3e9yZJq-OvcFCQ-mg7p4AWXmUkd5rTw/viewform CC cloud project and RAS request form]</li> | ||
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<li>More information for contacting support and ticket submission best practices etc. can be found on the [[Technical support/en|Compute Canada Technical Support page]].</li></ol> | <li>More information for contacting support and ticket submission best practices etc. can be found on the [[Technical support/en|Compute Canada Technical Support page]].</li></ol> | ||
==Issue: I can't reach my virtual machine== | ==Issue: I can't reach my virtual machine== <!--T:3--> | ||
<ol> | <ol> | ||
<li>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 [[System status/en|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.</li> | <li>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 [[System status/en|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.</li> | ||
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<li>More information for contacting support and ticket submission best practices etc. can be found on the [[Technical support/en|Compute Canada Technical Support page.]]</li></ol> | <li>More information for contacting support and ticket submission best practices etc. can be found on the [[Technical support/en|Compute Canada Technical Support page.]]</li></ol> | ||
==Issue: I can't delete my volume== | ==Issue: I can't delete my volume== <!--T:4--> | ||
<ol> | <ol> | ||
<li>Check to see if the volume you are trying to delete is attached to a running virtual machine (VM, also known as instance): Volumes that are attached to running VM’s cannot be deleted. You can check this by logging into the cloud dashboard for your project (see the [[Cloud/en|cloud wiki page]] for a list of the cloud login links), opening the volumes menu on the left side navigation menu, then selecting volumes. You will be presented with a list of all your volumes. If the “attached to” column is empty then your volume is not attached. If there is a VM listed there, it is attached to that VM and will need to be detached before it can be deleted. For instructions on how to detach a volume see the “Detaching a Volume” section of the [[OpenStack/en|OpenStack Wiki page]].</li> | <li>Check to see if the volume you are trying to delete is attached to a running virtual machine (VM, also known as instance): Volumes that are attached to running VM’s cannot be deleted. You can check this by logging into the cloud dashboard for your project (see the [[Cloud/en|cloud wiki page]] for a list of the cloud login links), opening the volumes menu on the left side navigation menu, then selecting volumes. You will be presented with a list of all your volumes. If the “attached to” column is empty then your volume is not attached. If there is a VM listed there, it is attached to that VM and will need to be detached before it can be deleted. For instructions on how to detach a volume see the “Detaching a Volume” section of the [[OpenStack/en|OpenStack Wiki page]].</li> | ||
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<li>More information for contacting support and ticket submission best practices etc. can be found on the [[Technical support/en|Compute Canada Technical Support page]].</li></ol> | <li>More information for contacting support and ticket submission best practices etc. can be found on the [[Technical support/en|Compute Canada Technical Support page]].</li></ol> | ||
==Issue: My virtual machine won't launch== | ==Issue: My virtual machine won't launch== <!--T:5--> | ||
<ol><li>First check to see if your virtual machine (VM, also known as "instance") is over quota: Your cloud project has a limit on the number of VM’s, CPUS and GB of RAM you can have in use at any given time. If you try to launch a VM that would cause you to exceed your project quota (whether it’s due to number of VM’s, CPUS or RAM), then your VM launch will fail. You can check your project quota by logging into your project cloud dashboard (see the [[Cloud/en|cloud wiki page]] for a list of cloud login links) and using the left side navigation menu, and selecting 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 you can request them using [https://docs.google.com/forms/d/e/1FAIpQLSeU_BoRk5cEz3AvVLf3e9yZJq-OvcFCQ-mg7p4AWXmUkd5rTw/viewform this request form]. Details for resource request limits and how to obtain large resource allocations (>10TB) can be found at the [[Cloud RAS Allocations/en|Cloud RAS Allocations wiki page]].</li> | <ol><li>First check to see if your virtual machine (VM, also known as "instance") is over quota: Your cloud project has a limit on the number of VM’s, CPUS and GB of RAM you can have in use at any given time. If you try to launch a VM that would cause you to exceed your project quota (whether it’s due to number of VM’s, CPUS or RAM), then your VM launch will fail. You can check your project quota by logging into your project cloud dashboard (see the [[Cloud/en|cloud wiki page]] for a list of cloud login links) and using the left side navigation menu, and selecting 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 you can request them using [https://docs.google.com/forms/d/e/1FAIpQLSeU_BoRk5cEz3AvVLf3e9yZJq-OvcFCQ-mg7p4AWXmUkd5rTw/viewform this request form]. Details for resource request limits and how to obtain large resource allocations (>10TB) can be found at the [[Cloud RAS Allocations/en|Cloud RAS Allocations wiki page]].</li> | ||
<li>If you are getting the following error: "Error: Failed to perform requested operation on instance "instance_name", the instance has an error status: Please try again later [Error: No valid host was found. There are not enough hosts available.]" then check the following: | <li>If you are getting the following error: "Error: Failed to perform requested operation on instance "instance_name", the instance has an error status: Please try again later [Error: No valid host was found. There are not enough hosts available.]" then check the following: | ||