Troubleshooting¶

Start from the exact message: the refusal's code, or the failed step of the operation. Sending the same request again unchanged rarely fixes a permission, dependency or quota problem.

Cannot connect to an instance¶

SSH times out or is refused

Check, in this order:

The instance is Active, and its Console log shows it finished starting.
You use the image's user (ubuntu on Ubuntu) and the private key matching the instance's SSH key.
It has a public IP, attached to the network you expect.
The network is routed and the location has an Internet gateway.
A security group allows TCP 22 from your current address.
The firewall inside the instance allows it.

Still stuck? Open the browser console to look from inside.

My web service does not answer on its public IP

The security group must allow the port (80, 443 or your own), and the service must listen on the instance's private address or on all addresses, not only on 127.0.0.1. Right after creation, cloud-init may still be installing: run cloud-init status --wait inside.

An instance behind a load balancer gets no traffic

On the load balancer's Listeners tab, check the member's recorded health. An instance that fails its health check gets no traffic. Allow the pool's port from the network's range in the instance's security group, and check the health check's path answers 200.

A create or change is refused¶

Message or code	What to do
`quota_exceeded`	The project's quota is used up. Free something, or ask an owner or admin to raise it
No room for that size	The location is full for that size right now. Try another size, or try again later
`403` / you lack the right	Your role does not allow it. Ask a project admin for a project role
A change is still running	Wait for the resource's current operation to finish
Not in this project	Images, networks, volumes and certificates must be the project's own
`location_maintenance`	The location is in maintenance; retry later
`412` / the version changed	Someone changed it after you loaded it. Reload, check, and apply your change again

An accepted change can still fail in the location. Open its operation, read the failed step, fix the cause, then make the change again. See Operations.

A delete is refused¶

The refusal names what is in the way. The common ones:

Code	Do this first
`volume_in_use`	Unmount it inside the instance, then Detach
`volume_has_snapshots`	Delete its snapshots, or the schedule that makes them
`resource_in_use`	Delete or detach the instances and load balancers it names
`public_ips_in_use`	Detach the public IPs it names
`security_group_in_use`	Take the group off the instances and load balancers it names
`certificate_in_use`	Change certificates on the listeners it names
`server_group_in_use`	Delete the group's instances
`launch_template_in_use`	Delete the instance group that uses it, or wait for a launch
`role_in_use`	Give its holders another role

The full table is in Deletion and retention. Deleting an instance does not release its public IP or delete its data volumes: release and delete them yourself.

The invitation says Invitation not valid

It was used, replaced or expired after seven days. Ask for a New link. If you are signed in with another address, sign out and sign in with the invited one.

I lost my phone or my password

There is no self-service reset yet. Contact support for a one-time reset link.

Horizon or the CLI opens the wrong organization

You sign in for one organization at a time. Sign out, wait three minutes, and sign in choosing the right one, or use a private browser window.

A list looks wrong¶

Check how old the list is (updated … ago), any Stale or partial notice, and the state and tag filters. Choose Refresh: something made with the location's own tools appears after the next read. A missing row is rarely a deleted resource. In the organization scope, a service's list is every project's, read-only: open the project to change something.

Costs look incomplete¶

Usage and costs are provisional. Check the time of each location's last report at the top of Usage, Hours not counted, and the Not rated lines: usage without a rate is never counted as free. See Usage and costs.

Still stuck¶

Gather the details on Support and get in touch. The error codes list every code with its meaning.