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Troubleshooting

This section provides solutions to common issues you may encounter when using the platform.

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VM Deployment Issues

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Insufficient Credits

If you receive an “Insufficient Credits” error during deployment:

1

Check Current Balance

Navigate to your account page to check your current credit balance

2

Purchase Additional Credits

Add credits to your account through the account page payment section

3

Verify Minimum Requirements

Ensure you meet minimum balance requirements:

  • USD: $1.00
  • EUR: €1.00
  • INR: ₹100.00
4

Retry Deployment

Return to the deployment page and try again

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Resource Availability

If your selected GPU type or count is unavailable in the region:

Try Different Regions

  • Switch to NORWAY-1, CANADA-1, or US-1
  • Check availability in multiple regions
  • Consider latency impact of region choice
  • All regions offer the same GPU types

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SSH Connection Failures

If you can’t connect to your VM via SSH:

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SSH Connection Command Reference

# Basic SSH connection
ssh -i /path/to/your-private-key.pem ubuntu@your-vm-ip

# SSH with verbose output for debugging
ssh -v -i /path/to/your-private-key.pem ubuntu@your-vm-ip

# SSH with specific port (if not 22)
ssh -i /path/to/your-private-key.pem -p 2222 ubuntu@your-vm-ip

# Set correct permissions on private key
chmod 600 /path/to/your-private-key.pem

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Firewall Issues

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Rule Not Taking Effect

If your firewall rules aren’t working as expected:

1

Wait for Propagation

Rules may take up to 10 minutes to fully apply after creation or modification

2

Verify Rule Configuration

Check the rule configuration:

  • Correct protocol (TCP, UDP, ICMP)
  • Proper port ranges
  • Accurate IP address ranges in CIDR notation
  • Correct direction (Ingress/Egress)
3

Check Firewall Attachment

Ensure the firewall is properly attached to the VM:

  • Verify attachment in firewall management
  • Check VM status is ACTIVE
  • Confirm firewall is in SUCCESS state
4

Test Connectivity

Test the specific connection:

  • Use telnet to test port connectivity
  • Check application logs for connection attempts
  • Verify from both source and destination

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Cannot Delete Firewall

If you’re unable to delete a firewall:

Detach First

Standard Procedure

  • Detach the firewall from all VMs first
  • Verify no active attachments remain
  • Check attachment status in firewall details
  • Wait for detachment to complete

Force Delete

Alternative Method

  • Use force delete option if available
  • Contact support for stuck firewalls
  • Check for hidden or failed attachments
  • Verify firewall is not in transitional state

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Volume Issues

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Volume Attachment Failures

If you can’t attach a volume to a VM:

Verify VM Readiness

  • Ensure VM is in ACTIVE state
  • Check VM is not undergoing other operations
  • Verify VM has completed initial setup
  • Ensure VM is not hibernated or suspended

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Volume Detachment Issues

If you can’t detach a volume:

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Volume Creation Problems

If you’re having trouble creating a volume:

1

Size Validation

Verify you have entered a valid size:

  • Standard volumes: minimum 10GB
  • Bootable volumes: minimum 100GB
  • Maximum size: 1,048,576GB (1TB)
  • Size must be a positive integer
2

Name Uniqueness

Ensure you’re using a unique volume name:

  • Check existing volumes in all regions
  • Volume names must be unique across your account
  • Use descriptive, meaningful names
  • Follow naming conventions (letters, numbers, spaces, hyphens, underscores, periods)
3

OS Image Selection

For bootable volumes, confirm you’ve selected a valid OS image:

  • Choose from available images in your region
  • Verify image compatibility with volume size
  • Check regional image availability
  • Ensure image is not deprecated or unavailable
4

Account Requirements

Check that you have sufficient credits for storage allocation:

  • Verify minimum credit balance
  • Ensure account profile is complete
  • Check payment method validity
  • Review storage cost implications

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Snapshot and Image Issues

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Snapshot Creation Failure

If you’re unable to create a snapshot:

VM Prerequisites

VM Requirements

  • Verify the VM is in ACTIVE state
  • Ensure VM has sufficient disk space
  • Check VM is not under heavy load
  • Wait for any ongoing operations to complete

Account Validation

Account Requirements

  • Ensure you have a unique name for the snapshot
  • Check sufficient credits for snapshot storage
  • Verify account profile is complete
  • Ensure no naming conflicts exist

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Image Creation Issues

If you’re having trouble creating an image:

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Account and Billing Issues

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Can’t Purchase Credits

If you can’t buy credits:

1

Complete Profile

Ensure your account profile is fully completed:

  • Full name and contact information
  • Complete billing address
  • Postal code and country selection
  • Phone number (recommended)
2

Payment Method

Verify your payment method:

  • Check card details and expiration
  • Ensure sufficient funds available
  • Try alternative payment methods
  • Check with your bank for restrictions
3

Minimum Purchase

Meet minimum purchase requirements:

  • USD: $5 minimum
  • EUR: €5 minimum
  • INR: ₹100 minimum
4

Geographic Restrictions

Check for any geographic payment restrictions:

  • Verify supported countries for payments
  • Check local banking regulations
  • Consider alternative payment methods
  • Contact support for assistance

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Profile Not Complete

Make sure you have all required information:

Required Fields

  • Full legal name
  • Valid email address (primary contact)
  • Phone number (optional but recommended)
  • Verify email address is confirmed

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SSH Key Management Issues

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Key Import Failures

If you can’t import an SSH key:

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Key Creation Problems

If automatic key generation fails:

1

Browser Compatibility

Check browser compatibility and settings:

  • Ensure JavaScript is enabled
  • Disable popup blockers temporarily
  • Try a different browser
  • Clear browser cache and cookies
2

Download Issues

If private key download fails:

  • Check browser download settings
  • Verify sufficient disk space
  • Try right-click “Save as” if auto-download fails
  • Check antivirus software interference
3

Alternative Generation

Generate keys manually if needed:

  • Use ssh-keygen on local machine
  • Import the generated public key
  • Follow local key generation best practices
  • Ensure proper key permissions

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Getting Support

If you’re experiencing issues that aren’t resolved by the troubleshooting steps above:

Email Support

Contact our support team

Response time: Usually within 24 hours

Include in your message:

  • Account email address
  • Detailed description of the issue
  • Steps you’ve already tried
  • Error messages or screenshots
  • Deployment ID or VM ID if applicable

Urgent Issues

For critical problems

Mark subject as “Urgent Issue”

For issues like:

  • Service outages
  • Data loss concerns
  • Security incidents
  • Billing discrepancies

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Support Checklist

When contacting support, include this information for faster resolution:

  • Account email address
  • Date and time when issue occurred
  • Your timezone for scheduling
  • Account ID or username if different from email

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Common Error Codes

Understanding error codes can help you troubleshoot issues more effectively:

Most issues can be resolved by following the troubleshooting steps above. For persistent problems, don’t hesitate to contact our support team with detailed information about your issue.

Keep your browser updated and clear cache regularly to avoid interface issues. Most connectivity problems can be resolved by checking VM status, SSH key permissions, and firewall configurations.