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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== | |||
<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>If you have applied for a cloud project it can take a few days for your request to be approved, at which point you will receive a confirmation 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, it is recommended 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 for your cloud project 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 login, check the [[System status/en|System status page]] to see if there is an incident affecting service on your cloud. | |||
<li>Ensure you are using the correct username. You need to use your Compute Canada username, (same as you would use to login to HPC cluster), do not use your associated email address . You can test logging in with [https://ccdb.computecanada.ca/security/login this link] to see whether it is an issue with your username and/or password.</li> | |||
<li>If you are having issues with an incorrect or forgotten password, the instructions for getting your password reset are at [https://ccdb.computecanada.ca/security/forgot this link] | |||
<li>If you have followed these steps and still can’t login to your cloud project it's time to submit a ticket. Email cloud@computecanada.ca with any info collected during troubleshooting, username, project name and cloud name. | |||
<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]]. | |||
==Issue: I can't reach my virtual machine== | ==Issue: I can't reach my virtual machine== | ||
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<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> | ||
<li>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/en|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, and the steps you have taken to trouble-shoot thus far. For more information on submitting support tickets see the [[Technical support/en|Technical Support page]] on the Compute Canada wiki.</li> | <li>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/en|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, and the steps you have taken to trouble-shoot thus far. For more information on submitting support tickets see the [[Technical support/en|Technical Support page]] on the Compute Canada wiki.</li> | ||
<li>If you are able to reach the login page for your cloud but are having trouble actually logging in, please see the “Can’t login to Cloud” guide in the | <li>If you are able to reach the login page for your cloud but are having trouble actually logging in, please see the “Can’t login to Cloud” guide in the upper section on this page for next steps. | ||
<li>If you are able to login to your cloud dashboard, there are a few things there that you can check to see if your VM is actually running:</li> | <li>If you are able to login to your cloud dashboard, there are a few things there that you can check to see if your VM is actually running:</li> | ||
<ol style="list-style-type:lower-roman"> | <ol style="list-style-type:lower-roman"> | ||