Cloud troubleshooting guide: Difference between revisions

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.

<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]].</li></ol>