Translations:Cloud troubleshooting guide/8/en

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  1. If you cannot connect to your virtual machine, or cannot connect to some service your virtual machine is running, check the 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.
  2. If there is no incident reported on the System Status page for the cloud hosting your project, try to log in to the OpenStack dashboard for your cloud project. For example, if your project is hosted at Arbutus use this link to log in: Login links for other clouds can be found on the cloud wiki page.
  3. If you cannot reach the login page for your cloud, verify that you have internet connectivity: Try to reach with a browser, for example. If you have internet connectivity but cannot reach the login page for your cloud, submit a ticket to the cloud queue by emailing Include your name, username, hosting cloud, and project name, and the steps you have taken thus far. For more on submitting tickets see Technical Support .
  4. If you are able to reach the login page for your cloud but cannot log in, please see the “Can’t login to Cloud” guide in the previous section on this page.
  5. If you are able to log in to your cloud dashboard, there are a few things you can do to see if your VM is running:
    1. Navigate to the Instances screen on the left-side menu. Look at the Power State for your VM. It should be “Running”. If it is not in the “Running” state (for example, “Shut Down”) try to restart it using the "Actions" menu on the right-hand side. Select "Start Instance" or "Resume Instance" depending on what options are available to you.
      1. Look through the action logs to try to figure out why it was taken out of the running state. From the Instances screen, click on your Instance name (VM name) and then click on the “Action Log” tab. This will show all the actions that have been applied to your VM. If there is an action you don’t recognize, contact support (email: for help to figure out what it was. Include your name, username, hosting cloud, project name, and the User ID from the action log for the action you want to investigate.
      2. The "log" tab from the same screen will show you the console log for your VM. Look at that for error messages as well.
    2. If you can't restart your VM, submit a ticket to the cloud queue by emailing 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.
  6. Can you reach your VM using SSH (Secure Shell protocol)?
    1. 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 try to connect using SSH. You can find instructions for doing this in the Cloud Quick Start Guide, near the bottom of the page at "Connecting to your VM with SSH".
    2. If you get a login prompt, verify you are using the correct key pair and username. To check which key pair you should be using, click on "Compute" on the left-side menu of the OpenStack page, then "Instances", then look for the column “Key Pair”. The correct username depends on the operating system of your VM:
      Operating System Username
      Debian debian
      Ubuntu ubuntu
      CentOS centos
      Fedora fedora

      (If you explicitly changed your username with a custom CloudInit script, then the above table does not apply. The correct username will be what you changed it to.)

    3. If you do not get a login prompt, check your security settings:
      1. Verify that your own IP address has not changed. Check your IP address by opening this link in a browser: 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.
      2. 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".
  7. If you have completed all these steps and still cannot connect to your instance, submit a ticket to 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 hyphens.