diff --git a/compute/instances/troubleshooting/fix-common-issues.mdx b/compute/instances/troubleshooting/fix-common-issues.mdx new file mode 100644 index 0000000000..7aba663e03 --- /dev/null +++ b/compute/instances/troubleshooting/fix-common-issues.mdx @@ -0,0 +1,296 @@ +--- +meta: + title: Fix common issues with Scaleway Instances + description: This page helps you fix common issues you may experience when using Scaleway Instances +content: + h1: Fix common issues with Scaleway Instances + paragraph: This page helps you fix common issues you may experience when using Scaleway Instances +tags: instances troubleshooting common issues +dates: + validation: 2025-01-20 + posted: 2025-01-20 +categories: + - compute +--- + +This page lists the most common issues you may encounter with your Scaleway Instance and provides useful tips for troubleshooting them. + +## I experience HTTP errors on Instances + +### Symptoms +- You receive `4xx` or `5xx` errors when trying to reach your Instance via HTTP. +- The website or service running on your Instance is slow or unavailable. +- You cannot perform basic HTTP operations like `GET` or `POST` on your Instance endpoint. + +### Possible causes +- Incorrect firewall rules: The Instance or security groups might be blocking HTTP/HTTPS ports (`80`, `443`). +- Configuration errors in the web server: Nginx, Apache, or another web server might be misconfigured. +- Application-level errors: Your application code may be crashing or returning incorrect responses. +- DNS misconfiguration: The domain’s DNS settings might be pointing to the wrong IP or not updated. + +### Solution +- Check security group and firewall rules: + - In the [Scaleway console](https://console.scaleway.com/instance/security-groups), confirm that ports 80 (HTTP) and 443 (HTTPS) are allowed inbound for the security group used by your Instance. + - If you manage your own firewall (e.g., iptables, ufw), verify that HTTP and HTTPS traffic is permitted. +- Verify the web server configuration: + - SSH into your Instance and inspect your web server’s config (for example `/etc/nginx/nginx.conf` or `/etc/apache2/apache2.conf`). + - Look for syntax errors or missing directives (e.g., missing `server_name`). + - Restart the web server to apply changes (`sudo systemctl restart nginx` or `sudo systemctl restart apache2`). +- Check application logs: + - Check logs in `/var/log/` or wherever your application outputs logs to identify potential errors. + - Look for stack traces or misconfiguration messages. +- Validate DNS records: + - Use `dig ` or `nslookup ` to confirm the IP address matches your Instance’s public IP. + - If necessary, update the DNS records and wait for propagation. + +### Additional resources +- [Scaleway Documentation: How to use security groups](/instances/how-to/use-security-groups/) +- [Nginx Official Documentation](https://nginx.org/en/docs/) +- [Apache HTTP Server Documentation](https://httpd.apache.org/docs/) + +## I can't connect to my Instance + +### Symptoms +- Your SSH or RDP connection is timing out. +- You see “Connection refused” or “Host unreachable” errors in your terminal. +- Ping (ICMP) requests are dropped. + +### Possible causes +- Security group settings: SSH (port `22`) or RDP (port `3389`) might not be open. +- Incorrect IP address: You might be connecting to the wrong public IP. +- User-side firewall or network: Your local network may block outbound SSH or RDP connections. +- Instance not running: The Instance may be shut down or stuck in an error state. + +### Solution +- Check your Instance status: + - In the [Scaleway console](https://console.scaleway.com/instance/servers), confirm the Instance is in a running state. + - Restart the Instance if it’s not responding. +- Verify the Instance's public IP address: + - Confirm that the IP in the Scaleway console matches the IP you are using for the connection. +- Review security groups and local firewalls: + - Make sure the default security groups allow SSH or RDP inbound traffic. + - Check your local firewall to ensure outbound SSH (port `22`) or RDP (port `3389`) is allowed. +- Use the Scaleway console to connect to your Instance: + - Try using Scaleway’s web-based terminal in the console to rule out local network issues. + +### Additional resources +- [Scaleway Documentation: How to connect to your Instance](/instances/how-to/connect-to-instance/) +- [Scaleway Documentation: Troubleshooting SSH connection issues to Instances](/instances/troubleshooting/cant-connect-ssh/) + + +## I can't connect to my Instance using an SSH key + +### Symptoms +- You see an "Invalid SSH key” or “Permission denied (publickey)” error. +- SSH prompts you for a password instead of accepting your key. +- The connection works with a password but not with the SSH key. + +### Possible causes +- Incorrect permissions on the SSH key: The key file might have unsafe permissions or ownership. +- Wrong username: Using `root` versus a custom user. +- Misconfiguration of the SSH daemon: `sshd_config` might disallow key-based authentication. +- Key not installed: The public key might not have been successfully added to the Instance. + +### Solution +- Check file permissions locally: + - On your local machine, ensure the private key file has restrictive permissions: + ```bash + chmod 600 ~/.ssh/id_rsa + ``` + - Verify that the user and group ownership are correct. +- Verify the correct username: + - By default, Scaleway Instances use the `root` user. Check if you have created a new user with sudo privileges and if so, use that username. +- Inspect the Instance’s SSH configuration: + - If you can connect via another method or console, check `/etc/ssh/sshd_config` for lines such as `PasswordAuthentication`, `PubkeyAuthentication`, and `PermitRootLogin`. + - Make sure `PubkeyAuthentication yes` is set. +- Re-add your SSH Key in the Scaleway console: + - Go to the [SSH keys](https://console.scaleway.com/project/ssh-keys) tab in the **Project** section of theScaleway console, remove the old SSH key, then add your new, correct public key. + - Restart your Instance to re-upload the list of allowed SSH keys. + +### Additional resources +- [Scaleway Documentation: How to generate an SSH key pair](/organizations-and-projects/how-to/create-ssh-key/) +- [OpenSSH Documentation](https://www.openssh.com/manual.html) + +## I can't access my Instance + +### Symptoms +- You are unable to connect to your Instance via SSH. +- Your SSH key is missing, or you cannot locate the corresponding private key. + +### Possible causes +- The private SSH key associated with the Instance was lost or deleted. +- The Instance’s SSH configuration or authorized keys file was altered, removing your access. + +### Solution +- Check for another SSH key: + - Verify if another SSH key pair is associated with your [Scaleway account](https://console.scaleway.com/project/ssh-keys). + - Login using the alternative SSH key + +- Use the Scaleway console to add a new SSH key: + - Upload another SSH key in the [SSH key section](https://console.scaleway.com/project/ssh-keys) of your Instance's Scaleway project. + - Reboot the Instance from the console to re-upload the new key to the Instance. + +### Additional resources +- [Scaleway Documentation: How to generate an SSH key pair](/organizations-and-projects/how-to/create-ssh-key/) +- [Scaleway Documentation: How to power off your Instance](/instances/how-to/power-off-instance/) + +## My Instance is locked + +### Symptoms +- Attempts to modify or delete the Instance fail with an “Instance is protected” error. +- You see a message in the Scaleway console that the Instance is protected or locked. + +### Possible causes +- Security measure: The Instance might be locked due to non-payment or administrative hold. +- User-applied lock: You (or another administrator) enabled resource locking to prevent accidental deletion. +- Ongoing operation: A pending snapshot or backup can temporarily lock the Instance. + +### Solution +- Check billing and support tickets: + - Ensure your Scaleway account is in good standing with no overdue invoices. + - If there is a lock from Scaleway support, resolve any open tickets or compliance issues. +- Disable the Protected Instance feature: + - In the Scaleway console, go to your Instance settings and turn off the lock if you set it manually. +- Wait for ongoing maintenance operations to complete: + - If an action is running on your Instance, you must wait until it finishes before you can modify the Instance. + +### Additional resources +- [Scaleway Billing FAQ](/faq/billing/) +- [Scaleway Documentation: How to use the Protected Instance feature](/instances/how-to/use-protected-instance/) + +## How can I open port 25 for my Instances? + +### Symptoms +- Your application cannot send emails (SMTP) from the Instance. +- Port 25 connections are blocked or refused. + +### Possible causes +- Default SMTP restriction: Access to port 25 is restricted by default to prevent spam. +- Security group settings: The inbound/outbound rules might block port 25. +- Missing or incorrect mail server configuration: Postfix, Exim, or another MTA might be misconfigured. + +### Solution +- Configure your security group: + - In the Scaleway console, ensure outbound connections on port 25 are allowed. +- Set up proper SPF/DKIM/DMARC: + - To avoid being flagged as spam, configure DNS records for email authentication. +- Use "Authenticated SMTP" (Port 587 or 465): + - If port 25 is restricted, consider using a mail relay or an authenticated SMTP service on port 587 or 465. + +### Additional resources +- [Scaleway Documentation: How to send emails from your Instance](/instances/how-to/send-emails-from-your-instance/) +- [Scaleway Tutorial: Setting up a secure mail server on Ubuntu 22.04 LTS (Jammy Jellyfish)](/tutorials/setup-postfix-ubuntu-bionic/) +- [Scaleway general terms of service](https://www-uploads.scaleway.com/General_Terms_of_Services_v17072024_45d4879c08.pdf) +- [Postfix Documentation](http://www.postfix.org/documentation.html) +- [SPF/DKIM/DMARC Basics](https://dmarc.org/overview/) + +## Routed IP errors + +### Symptoms +- Your Instance does not respond when using a routed IP. +- Packets might be dropped or misrouted. +- Services are not accessible via the secondary IP. + +### Possible causes +- Incorrect network configuration: The routed IP might not be properly configured on your Instance. +- No static routes set: A missing route or gateway could cause traffic to fail. +- security groups or firewall blocking: The traffic from or to the routed IP might be filtered. + +### Solution +- Verify the IP configuration in the Scaleway console: + - Confirm that the routed IP is associated with the correct Instance. +- Update your network configuration files: + - On your Instance, add the secondary IP to the appropriate network interface (e.g., `eth0:0` or via netplan). + - Make sure the netmask and gateway are set according to the instructions. +- Check your routing table: + - Use `ip route` or `route -n` to confirm the route for the additional IP is properly set. +- Test connectivity: + - Ping the secondary IP from an external source. If it fails, look at local logs (`dmesg` or `/var/log/syslog`) for network errors. +- Adjust your security group: + - Ensure inbound and outbound traffic is allowed for both IP addresses. + +### Additional resources +- [Scaleway Documentation: How to use flexible IP addresses with Instances](/instances/how-to/use-flexips/) +- [Scaleway Troubleshooting: Fix unreachable Ubuntu Focal Instance when it has two public IP addresses](/instances/troubleshooting/fix-unreachable-focal-with-two-public-ips/) +- [Scaleway Troubleshooting: Fix lost IPv6 connectivity on old Debian Buster images when migrating to routed IP](/instances/troubleshooting/fix-lost-ip-connectivity-on-debian-buster/) +- [Scaleway Troubleshooting: Fix unreachable IPv6 RHEL-based Instances after transitioning to routed IP](/instances/troubleshooting/fix-unreachable-ipv6-rhel-based-instance/) +- [Netplan documenation](https://netplan.readthedocs.io/en/stable/) + +## Disk space errors with Instances + +### Symptoms +- “No space left on device” errors when installing packages or writing files. +- The system becomes unresponsive, or services crash due to insufficient disk space. +- You cannot create or expand files on the Instance. + +### Possible causes +- Full root partition: Logs or application data have consumed all available disk space. +- Improper partition setup: Your primary partition might be too small. +- Uncleaned temporary files: `/tmp`, `/var/tmp`, or application cache directories might be full. + +### Solution +- Check your disk usage: + - Use `df -h` to check available space on all mounted volumes. + - Use `du -sh /var/log/*` or other directories to find large files. +- Clean up unnecessary files: + - Remove old logs from `/var/log/` or archived backups you no longer need. + - Clear temporary files in `/tmp` or application cache directories. +- Resize or add a volume: + - If you consistently run out of space, consider resizing your volume or attaching an additional volume via the Scaleway console. +- Implement log rotation: + - Configure `logrotate` or other log management solutions to prevent logs from filling the disk. + +### Additional resources +- [Scaleway Documentation: How to attach a Block Storage volume to an Instance](/block-storage/how-to/attach-a-volume/) +- [Scaleway Documentation: How to increase the size of your Block Storage volumes](/block-storage/how-to/increase-block-volume/) +- [Linux Log Rotation Guide](https://linux.die.net/man/8/logrotate) + +## Packet loss issues with Instances + +### Symptoms +- High latency or intermittent connectivity to your Instance. +- Pings show dropped packets. +- Applications that rely on constant connectivity (VoIP, real-time apps) experience disruptions. + +### Possible causes +- Network congestion: On either the Instance side or your local network. +- Incorrect MTU settings: The maximum transmission unit might cause fragmentation issues. +- Firewall or rate limits: Overly strict firewall rules can drop packets. +- Hardware or routing issues: Upstream or local network hardware problems. + +### Solution +- Run basic network diagnostics: + - Use `ping` and `traceroute` from both your local machine and another external server. + - Check if packet loss is local or global. +- Check the Instance's load: + - High CPU or network usage on your Instance can cause dropped packets. Monitor system resources with `top` or `htop`. +- Optimize the MTU + - Try lowering the MTU (Maximum transmission unit) to 1400 or 1450 and see if packet loss improves, especially in VPN or container setups. +- Adjust firewall/security groups: + - Confirm that your firewall is not inadvertently dropping packets or rate-limiting ICMP. + +### Additional resources +- [Scaleway Documentation: How to use security groups](/instances/how-to/use-security-groups/) +- [Scaleway Documentation: Preventing outgoing DDoS](/instances/reference-content/preventing-outgoing-ddos/) +- [Scaleway Tutorial: Configuring Firewalls for Instances](/tutorials/installation-uncomplicated-firewall/) + +## I can't delete my Instance + +### Symptoms +- Attempts to delete the Instance fail with an “Instance is protected” error. +- You see a message in the Scaleway console that the Instance is protected or locked. + +### Possible causes +- User-applied lock: You (or another administrator) enabled resource locking to prevent accidental deletion. + +### Solution +- Disable the Protected Instance feature: + - In the Scaleway console, go to your Instance settings and turn off the lock if you set it manually. + +### Additional resources +- [Scaleway Documentation: How to use the Protected Instance feature](/instances/how-to/use-protected-instance/) + +## Next steps + +- Always consult the official [Scaleway Instances Documentation](/instances/) for detailed, up-to-date information to troubleshoot your Instance. +- If you are still experiencing issues after following these tips, open a [support ticket](https://console.scaleway.com/support) in your Scaleway console, providing detailed descriptions of your issue, logs, screenshots, or error messages. This will help the support team diagnose and resolve your issue more quickly. \ No newline at end of file diff --git a/menu/navigation.json b/menu/navigation.json index 6fc4b72960..24258d2234 100644 --- a/menu/navigation.json +++ b/menu/navigation.json @@ -1521,6 +1521,10 @@ }, { "items": [ + { + "label": "Fix common issues with Instances", + "slug": "fix-common-issues" + }, { "label": "Troubleshooting SSH connection issues", "slug": "cant-connect-ssh" @@ -2961,7 +2965,6 @@ "slug": "getting-most-private-networks" }, { - "label": "VPC use case 1: basic infrastructure", "slug": "use-case-basic" },