Cloud troubleshooting guide: Difference between revisions

==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>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-->

<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 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>

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-->

<ol>

<li>You cannot delete a volume that is attached to a running VM. To check if is this is the case, log in to the cloud dashboard for your project. (See [[Cloud]] for a list of login links.)  Click on "Volumes" on the left-side menu, then click on the "Volumes" sub-heading there. You will be presented with a list of all your volumes. If the "Attached To" column is empty then your volume is not attached to any VM.  If there is a VM listed there, the volume will need to be detached before it can be deleted.  See the "Detaching a Volume" section of the [[OpenStack/en|OpenStack Wiki page]].</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-->

<ol><li>First check to see if launching a VM would exceed some resource limit (also known as a "quota").  Your cloud project has a limit on the number of VMs, CPUs, and GBs of RAM you can have in use at any given time. If you try to launch a VM that would cause you to exceed any of these limits, the launch will fail.  To check your limits, log in to your project cloud dashboard (see [[Cloud]] for a list of login links) and on the left-side navigation menu click "Compute", then "Overview".  It will show you how much of your allotted resources are currently in use. If you need more resources for your project, request them using [https://docs.google.com/forms/d/e/1FAIpQLSeU_BoRk5cEz3AvVLf3e9yZJq-OvcFCQ-mg7p4AWXmUkd5rTw/viewform this form]. More details about resource limits and how to obtain large resource allocations (>10TB) can be found at [[Cloud RAS Allocations]].</li>

<li>If you get the message <code>Error: Failed to perform requested operation on instance "...", the instance has an error status: Please try again later [Error: No valid host was found. There are not enough hosts available.]</code> then check the following:

<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>

More about contacting support and submitting tickets can be found at [[Technical support/en|Technical Support]].

</translate>