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Cloud troubleshooting guide: Difference between revisions
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==Issue: I can't log in to the cloud== <!--T:2--> | ==Issue: I can't log in to the cloud== <!--T:2--> | ||
<ol> | |||
<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>Once you have applied for a cloud project it can take a few days for your request to be approved. When it is approved you will receive an email with important information for accessing your project. If you have not received this confirmation email, but more than 3 business days have passed since you submitted your request, 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 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></ol> | |||
More about contacting support and submitting tickets can be found at [[Technical support/en|Technical Support]]. | |||
==Issue: I can't reach my virtual machine== <!--T:3--> | ==Issue: I can't reach my virtual machine== <!--T:3--> | ||
<ol> | <ol> | ||
<li>If you cannot connect to your virtual machine, or cannot connect to some service hosted in the cloud, check the [[System status/en|Compute Canada System Status page]]. If there is an incident on your hosting cloud, wait until the incident is resolved then try to connect again.</li> | <li>If you cannot connect to your virtual machine, or cannot connect to some service hosted in the cloud, check the [[System status/en|Compute Canada System Status page]]. If there is an incident on your hosting cloud, wait until the incident is resolved then try to connect again.</li> | ||
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<li>Verify that your own IP address has not changed. Check your IP address by opening this link in a browser: [http://https:/ipv4.icanhazip.com/ https:/ipv4.icanhazip.com/]. Your IP address must be allowed in the security settings in order for you to reach your VM. If it has changed, add a new rule to your Security Group as described in the next item.</li> | <li>Verify that your own IP address has not changed. Check your IP address by opening this link in a browser: [http://https:/ipv4.icanhazip.com/ https:/ipv4.icanhazip.com/]. Your IP address must be allowed in the security settings in order for you to reach your VM. If it has changed, add a new rule to your Security Group as described in the next item.</li> | ||
<li>Check that your IP address is unblocked for SSH connections to your VM. Click on “Network” in the left-hand side navigation panel, then "Security groups". Find the security group for your VM and click "Manage Rules". This will be the "default" group unless you have set up a separate group for your VM. There should be a rule there with Direction "Ingress", IP Protocol "TCP", and Port Range "22 (SSH)", with Remote IP Prefix your-ip-address/32. If this rule is not there, click add rule, select SSH from the list, then enter your-ip-address/32 in the CIDR field box at the bottom and click "Add".</li></ol></ol> | <li>Check that your IP address is unblocked for SSH connections to your VM. Click on “Network” in the left-hand side navigation panel, then "Security groups". Find the security group for your VM and click "Manage Rules". This will be the "default" group unless you have set up a separate group for your VM. There should be a rule there with Direction "Ingress", IP Protocol "TCP", and Port Range "22 (SSH)", with Remote IP Prefix your-ip-address/32. If this rule is not there, click add rule, select SSH from the list, then enter your-ip-address/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, submit a ticket to cloud@computecanada.ca and provide the cloud name, project name, instance UUID, and all information collected from the above steps. To find the instance UUID, click on "Instances" in the left-hand side navigation panel, then on the specific instance name you are having trouble with, then the Overview tab for that instance, and look for the "ID" field. The UUID will be a long string of letters, numbers, and dashes.</li> | <li>If you have completed all these steps and still cannot connect to your instance, submit a ticket to cloud@computecanada.ca and provide the cloud name, project name, instance UUID, and all information collected from the above steps. To find the instance UUID, click on "Instances" in the left-hand side navigation panel, then on the specific instance name you are having trouble with, then the Overview tab for that instance, and look for the "ID" field. The UUID will be a long string of letters, numbers, and dashes.</li></ol> | ||
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More about contacting support and submitting tickets can be found at [[Technical support/en|Technical Support]]. | |||
==Issue: I can't delete a volume== <!--T:4--> | ==Issue: I can't delete a volume== <!--T:4--> | ||
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<li>Once you have the volume detached, check its status. As above, click on "Volumes" on the left-side menu, then click on the "Volumes" sub-heading there. Look at the "Status" column for your volume. If it is listed as "Available" proceed to the next step. If it is still listed as "In-use" then submit a ticket to cloud@computecanada.ca with your username, the project name, the cloud name, the UUID of the volume, and any other information you collected during troubleshooting. </li> | <li>Once you have the volume detached, check its status. As above, click on "Volumes" on the left-side menu, then click on the "Volumes" sub-heading there. Look at the "Status" column for your volume. If it is listed as "Available" proceed to the next step. If it is still listed as "In-use" then submit a ticket to cloud@computecanada.ca with your username, the project name, the cloud name, the UUID of the volume, and any other information you collected during troubleshooting. </li> | ||
<li>You must delete any snapshots of the volume before you can delete the source volume. To check if your volume has snapshots, click on "Volumes" on the left-side panel, and then click on "Snapshots". You will see a list of all your snapshots. Look at the Volume Name column, to see if there are any snapshots of the volume you wish to delete. To delete a snapshot click the drop-down menu in the "Actions" column in the row for the snapshot and select "Delete Volume Snapshot".</li> | <li>You must delete any snapshots of the volume before you can delete the source volume. To check if your volume has snapshots, click on "Volumes" on the left-side panel, and then click on "Snapshots". You will see a list of all your snapshots. Look at the Volume Name column, to see if there are any snapshots of the volume you wish to delete. To delete a snapshot click the drop-down menu in the "Actions" column in the row for the snapshot and select "Delete Volume Snapshot".</li> | ||
<li>If you have followed these steps and still can’t delete your volume, submit a ticket to cloud@computecanada.ca with your username, the project name, the cloud name, the UUID of the volume, and any other information you collected during troubleshooting.</li> | <li>If you have followed these steps and still can’t delete your volume, submit a ticket to cloud@computecanada.ca with your username, the project name, the cloud name, the UUID of the volume, and any other information you collected during troubleshooting.</li></ol> | ||
< | |||
More about contacting support and submitting tickets can be found at [[Technical support/en|Technical Support]]. | |||
==Issue: My virtual machine won't launch== <!--T:5--> | ==Issue: My virtual machine won't launch== <!--T:5--> | ||
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<ol style="list-style-type:lower-roman"><li>You may have chosen an inappropriate Availability Zone when trying to launch the instance. The first section you fill in when launching an instance is the "Details" section which includes Instance Name, Description, and Availability Zone. The default setting is "Any Availability Zone" which allows OpenStack to choose a zone for you. If you manually select the zone yourself instead of using the default option you may see this "not enough hosts" error. Fix this by setting the Availability Zone back to "Any Availability Zone".</li> | <ol style="list-style-type:lower-roman"><li>You may have chosen an inappropriate Availability Zone when trying to launch the instance. The first section you fill in when launching an instance is the "Details" section which includes Instance Name, Description, and Availability Zone. The default setting is "Any Availability Zone" which allows OpenStack to choose a zone for you. If you manually select the zone yourself instead of using the default option you may see this "not enough hosts" error. Fix this by setting the Availability Zone back to "Any Availability Zone".</li> | ||
<li>If you still get this "not enough hosts" error, or there is some reason why you need a particular availability zone, send an email to cloud@computecanada.ca and provide the cloud name, project name, the steps you have taken thus far, and the reason why you need a particular availability zone if that is the case.</li></ol> | <li>If you still get this "not enough hosts" error, or there is some reason why you need a particular availability zone, send an email to cloud@computecanada.ca and provide the cloud name, project name, the steps you have taken thus far, and the reason why you need a particular availability zone if that is the case.</li></ol> | ||
<li> If you have followed these steps and still can’t get your instance to boot, submit a ticket to cloud@computecanada.ca with your username, project name, cloud name, and any information you collected during troubleshooting.</li> | <li> If you have followed these steps and still can’t get your instance to boot, submit a ticket to cloud@computecanada.ca with your username, project name, cloud name, and any information you collected during troubleshooting.</li></ol> | ||
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More about contacting support and submitting tickets can be found at [[Technical support/en|Technical Support]]. | |||
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