Cloud troubleshooting guide: Difference between revisions

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, as well as advice about submitting a trouble ticket, including how to gather the most important information.  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 cannot easily be solved by the user.

<li>You need to specifically apply for a cloud project in order to log in to our cloud service. If you have not applied for and been granted a cloud project you will not be able to log in, 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>If you have applied for a cloud project it can take a few days for your request to be approved, at which time you will receive an email with important information for accessing your project. If you have not received this confirmation email, and more than 3 business days have passed since you submitted your request, we recommend that you submit a ticket to cloud@computecanada.ca with your name, institution and the email address you used to submit the request.</li>

<li>Make sure you are logging into the correct cloud. Your confirmation email will tell you which cloud is hosting your project. Login links for the different clouds can be found on the [[Cloud/en|Cloud Wiki page]] in the section “Using the Cloud”.</li>

<li>If you have a confirmed cloud project and are unable to log in, check the [[System status/en|System status page]] to see if there is an incident affecting service on your cloud.

<li>Make sure you are using the correct username. You need to use your Compute Canada username, the same as you would use to log in to an HPC cluster.  Do ''not'' use your email address. Test logging in at [https://ccdb.computecanada.ca/security/login this link] to see whether it is an issue with your username and/or password.</li>

<li>If your password is rejected, reset it by visiting [https://ccdb.computecanada.ca/security/forgot this link].

<li>If you have followed these steps and still can’t log in to your cloud project, it's time to submit a ticket. Email cloud@computecanada.ca with your username, project name, and which cloud you are trying to access.  Please also describe the steps you've taken so far.  

<li>A discussion of best practices when submitting a ticket can be found on the [[Technical support/en|Compute Canada Technical Support page]].</li></ol>