Troubleshooting
Solutions to common issues you may encounter when using the platform
Troubleshooting
This section provides solutions to common issues you may encounter when using the platform.
VM Deployment Issues
Insufficient Credits
If you receive an “Insufficient Credits” error during deployment:
Check Current Balance
Navigate to your account page to check your current credit balance
Purchase Additional Credits
Add credits to your account through the account page payment section
Verify Minimum Requirements
Ensure you meet minimum balance requirements:
- USD: $1.00
- EUR: €1.00
- INR: ₹100.00
Retry Deployment
Return to the deployment page and try again
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
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
Alternative GPU Selection
- Select a different GPU type with similar performance
- Reduce the GPU count if multi-GPU setup
- Consider lower-tier GPUs for development/testing
- Check GPU comparison in documentation
Wait and Retry
- GPU availability changes frequently throughout the day
- Try deploying at different times
- Set up notifications for availability (if supported)
- Plan deployments during off-peak hours
SSH Connection Failures
If you can’t connect to your VM via SSH:
VM Status Verification
VM Status Verification
Check VM State
- Verify that the VM is in ACTIVE state in your dashboard
- Wait for VM to fully boot (2-5 minutes after deployment)
- Check for any error states or ongoing operations
- Ensure VM has been assigned a public IP address
SSH Key Validation
SSH Key Validation
Verify SSH Configuration
- Ensure you’re using the correct private key file
- Check private key file permissions:
chmod 600 ~/.ssh/your-key.pem
- Verify the key was properly added during VM deployment
- Test with verbose SSH output:
ssh -v -i your-key.pem user@ip
Username and Connection
Username and Connection
Correct Connection Details
- Use the correct username for the OS:
- Ubuntu images:
ubuntu
- Other images:
root
or check OS documentation
- Ubuntu images:
- Verify you’re using the correct public IP address
- Ensure port 22 is open (check firewall rules)
- Try connecting from a different network/location
Network and Firewall
Network and Firewall
Network Configuration
- Verify that port 22 is open in your security rules
- Check if your local firewall is blocking SSH
- Ensure the VM has a public IP assigned
- Test network connectivity:
ping vm-ip-address
SSH Connection Command Reference
Firewall Issues
Rule Not Taking Effect
If your firewall rules aren’t working as expected:
Wait for Propagation
Rules may take up to 10 minutes to fully apply after creation or modification
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)
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
Test Connectivity
Test the specific connection:
- Use telnet to test port connectivity
- Check application logs for connection attempts
- Verify from both source and destination
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
Volume Issues
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
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
Region Verification
- Confirm volume and VM are in the same region
- Check regional capacity and availability
- Verify volume is not already attached elsewhere
- Consider regional restrictions or limitations
Volume State Validation
- Ensure volume is in AVAILABLE state
- Check volume is not being used by another VM
- Verify volume creation completed successfully
- Check for any volume errors or issues
Technical Constraints
- Check maximum volumes per VM limit
- Verify volume size compatibility
- Ensure VM supports additional volumes
- Check for any platform-specific limitations
Volume Detachment Issues
If you can’t detach a volume:
VM State Requirements
VM State Requirements
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
Boot Volume Protection
Boot Volume Protection
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
Application Dependencies
Application Dependencies
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
Volume Creation Problems
If you’re having trouble creating a volume:
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
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)
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
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
Snapshot and Image Issues
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
Image Creation Issues
If you’re having trouble creating an image:
Source Snapshot Validation
Source Snapshot Validation
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
Naming and Resources
Naming and Resources
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
Account and Billing Issues
Can’t Purchase Credits
If you can’t buy credits:
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)
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
Minimum Purchase
Meet minimum purchase requirements:
- USD: $5 minimum
- EUR: €5 minimum
- INR: ₹100 minimum
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
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
Required Fields
- Full legal name
- Valid email address (primary contact)
- Phone number (optional but recommended)
- Verify email address is confirmed
Address Requirements
- Complete street address
- City and state/province (if applicable)
- Postal/ZIP code (required)
- Country selection (determines currency)
Profile Completion
- Review all fields in account settings
- Save changes after updates
- Verify profile completion status
- Check for any validation errors
SSH Key Management Issues
Key Import Failures
If you can’t import an SSH key:
Key Format Validation
Key Format Validation
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
Common Format Issues
Common Format Issues
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
Naming Issues
Naming Issues
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
Key Creation Problems
If automatic key generation fails:
Browser Compatibility
Check browser compatibility and settings:
- Ensure JavaScript is enabled
- Disable popup blockers temporarily
- Try a different browser
- Clear browser cache and cookies
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
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
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
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
- Account email address
- Date and time when issue occurred
- Your timezone for scheduling
- Account ID or username if different from email
- Step-by-step description of what you were doing
- Expected behavior vs. actual behavior
- Any error messages or codes received
- Browser type and version (for web interface issues)
- Deployment ID (format: DEP1234567)
- VM ID or name if applicable
- Region where resources are deployed
- GPU type and configuration
- Steps you’ve already attempted
- Screenshots of the issue (if applicable)
- Relevant log files or error outputs
- Network information (if connectivity issue)
Common Error Codes
Understanding error codes can help you troubleshoot issues more effectively:
Authentication Errors
Authentication Errors
AUTH_001: Invalid login credentials AUTH_002: Account not verified AUTH_003: Session expired AUTH_004: Two-factor authentication required
Resource Errors
Resource Errors
RES_001: Insufficient credits RES_002: Resource not available in region RES_003: Maximum resource limit reached RES_004: Invalid resource configuration
Network Errors
Network Errors
NET_001: Connection timeout NET_002: Firewall rule conflict NET_003: Port already in use NET_004: Invalid IP address range
Storage Errors
Storage Errors
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.