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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:
  • Region Alternative
  • GPU Alternative
  • Timing Strategy
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:
Check VM State
  1. Verify that the VM is in ACTIVE state in your dashboard
  2. Wait for VM to fully boot (2-5 minutes after deployment)
  3. Check for any error states or ongoing operations
  4. Ensure VM has been assigned a public IP address
Verify SSH Configuration
  1. Ensure you’re using the correct private key file
  2. Check private key file permissions: chmod 600 ~/.ssh/your-key.pem
  3. Verify the key was properly added during VM deployment
  4. Test with verbose SSH output: ssh -v -i your-key.pem user@ip
Correct Connection Details
  1. Use the correct username for the OS:
    • Ubuntu images: ubuntu
    • Other images: root or check OS documentation
  2. Verify you’re using the correct public IP address
  3. Ensure port 22 is open (check firewall rules)
  4. Try connecting from a different network/location
Network Configuration
  1. Verify that port 22 is open in your security rules
  2. Check if your local firewall is blocking SSH
  3. Ensure the VM has a public IP assigned
  4. Test network connectivity: ping vm-ip-address

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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:
  • VM Status Check
  • Regional Compatibility
  • Volume Status
  • System Limitations
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:
Active VM Required
  • Ensure the VM is in ACTIVE state
  • VM cannot be hibernated, stopped, or in transition
  • Wait for any ongoing VM operations to complete
  • Check VM health and responsiveness
System Volume Restrictions
  • Cannot detach the system boot volume from running VM
  • System identifies and protects critical volumes
  • Check if volume is marked as bootable/system volume
  • Consider stopping VM before detaching system volumes
Active Usage Check
  • Applications may be actively using the volume
  • Unmount volume from within the OS if possible
  • Stop applications that depend on the volume
  • Check for processes with open files on 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:
Snapshot Requirements
  • Verify the snapshot is in a completed/SUCCESS state
  • Ensure snapshot is accessible and not corrupted
  • Check snapshot has not been deleted
  • Verify snapshot size and integrity
Image Creation Requirements
  • Ensure you have a unique name for the image
  • Check sufficient credits for image storage
  • Verify regional availability for image creation
  • Follow image naming conventions and limits

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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:
  • Personal Information
  • Billing Address
  • Validation Steps
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:
Correct Format Requirements
  • Key must be in standard OpenSSH format
  • Must begin with ssh-rsa, ssh-ed25519, or ssh-dss
  • Single line with no line breaks
  • Include key type, key data, and optional comment
Troubleshooting Format Problems
  • Remove any line breaks or extra whitespace
  • Ensure key isn’t corrupted or truncated
  • Verify key type is supported
  • Check key isn’t from unsupported source
Key Name Requirements
  • Name must be 1-50 characters
  • Use only letters, numbers, underscores, hyphens, periods
  • Name must be unique within your account
  • Avoid special characters or spaces

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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 teamResponse time: Usually within 24 hoursInclude 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 problemsMark 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 Information
  • Issue Details
  • Resource Information
  • Troubleshooting
  • 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:
AUTH_001: Invalid login credentials AUTH_002: Account not verified AUTH_003: Session expired AUTH_004: Two-factor authentication required
RES_001: Insufficient credits RES_002: Resource not available in region RES_003: Maximum resource limit reached RES_004: Invalid resource configuration
NET_001: Connection timeout NET_002: Firewall rule conflict NET_003: Port already in use NET_004: Invalid IP address range
STO_001: Volume not found STO_002: Volume already attached STO_003: Insufficient storage quota STO_004: Invalid volume configuration
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.
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