Cloud troubleshooting guide: Difference between revisions

     <li>If you can't restart your VM, submit a ticket to the cloud queue by emailing cloud@computecanada.ca. Include your name, username, hosting cloud, project name, VM ID, the issue you are seeing, and the steps you have taken to trouble-shoot it so far.  You can find the VM ID by clicking on your instance, then looking at the overview tab.  For more on submitting tickets see [[Technical support/en|Technical Support]].</li>

   <li>Can you reach your VM with Secure Shell (SSH) protocol?  

   <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):

<li>If you are not getting a login prompt, you can double check your security settings:

<li>Verify your own ip address has not changed. You can check your own ip address at this link [http://https:/ipv4.icanhazip.com/ https:/ipv4.icanhazip.com/]. Your ip address must be unblocked in the security settings in order to reach your VM, so if it has changed you will need to add a new rule to your security group.</li>

<li>Check that your ip address is unblocked for SSH connections to your VM. You can do this by clicking on “Network” in the left-hand side navigation panel, then “Security groups”. Click “Manage Rules for the security group for your VM (unless you have setup a separate group for your VM, this will be the “default group”. You can check this by going to the instance overview page). There should be a TCP rule there to allow ingress ssh at your-ip-address/32. If this rule is not there click add rule, select SSH from the list, then enter your-ip-adress/32 in the CIDR field box at the bottom and click “Add”.</li></ol></ol>

<li>If you have completed all these steps and still cannot connect to your instance, it’s time to submit a ticket. Send an email to cloud@computecanada.ca and provide the cloud name, project name, instance UUID (you can find this by clicking on Instances -in the compute menu on the left hand side- then clicking on the specific instance name you are having trouble with, then look at the ID field in the overview tab for that instance. The UUID will be a long alpha-numeric sequence) , and all information collected from the above steps.</li>

<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>