From 6255869a9eae881ac1d182faabb89eeaeba6be24 Mon Sep 17 00:00:00 2001 From: Benedikt Rollik Date: Wed, 5 Feb 2025 14:50:57 +0100 Subject: [PATCH 1/4] feat(em): add troubleshoot guides --- menu/navigation.json | 16 +++++ .../troubleshoot-access-issues.mdx | 65 +++++++++++++++++++ .../troubleshoot-installation.mdx | 58 +++++++++++++++++ .../troubleshoot-remote-access-issues.mdx | 62 ++++++++++++++++++ .../troubleshoot-ssh-issues.mdx | 57 ++++++++++++++++ 5 files changed, 258 insertions(+) create mode 100644 pages/elastic-metal/troubleshooting/troubleshoot-access-issues.mdx create mode 100644 pages/elastic-metal/troubleshooting/troubleshoot-installation.mdx create mode 100644 pages/elastic-metal/troubleshooting/troubleshoot-remote-access-issues.mdx create mode 100644 pages/elastic-metal/troubleshooting/troubleshoot-ssh-issues.mdx diff --git a/menu/navigation.json b/menu/navigation.json index 6baace2906..c1c8625115 100644 --- a/menu/navigation.json +++ b/menu/navigation.json @@ -1118,6 +1118,22 @@ }, { "items": [ + { + "label": "Troubleshooting SSH connection issues on Elastic Metal servers", + "slug": "troubleshoot-ssh-issues" + }, + { + "label": "Troubleshouting common Elastic Metal server access issues", + "slug": "troubleshoot-access-issues" + }, + { + "label": "Troubleshooting Elastic Metal Server installation is blocked", + "slug": "troubleshoot-installation" + }, + { + "label": "Troubleshooting remote access (KVM over IP) issues on Elastic Metal servers", + "slug": "troubleshoot-remote-access-issues" + }, { "label": "Replacing a failed drive in a software RAID", "slug": "replace-failed-drive-software-raid" diff --git a/pages/elastic-metal/troubleshooting/troubleshoot-access-issues.mdx b/pages/elastic-metal/troubleshooting/troubleshoot-access-issues.mdx new file mode 100644 index 0000000000..8b17969dcd --- /dev/null +++ b/pages/elastic-metal/troubleshooting/troubleshoot-access-issues.mdx @@ -0,0 +1,65 @@ +--- +meta: + title: Troubleshouting common Elastic Metal server access issues + description: Common access issues encountered with Scaleway Elastic Metal servers and their solutions. +content: + h1: Troubleshouting common Elastic Metal server access issues + paragraph: This guide provides solutions for common access issues encountered with Scaleway Elastic Metal servers. +tags: elastic-metal troubleshooting access +categories: + - elastic-metal +dates: + validation: 2025-02-05 + posted: 2025-02-05 +--- + +## Problem +You are unable to access your Scaleway Elastic Metal server. + +### Symptoms +- SSH connection fails with a timeout or authentication error. +- The server does not respond to ping requests. +- Remote console access is unavailable or unresponsive. +- You cannot log in with the root credentials. +- Network services appear unreachable. + +## Possible causes +- Incorrect SSH key or credentials. +- Firewall rules blocking access. +- Network configuration issues. +- The server is in recovery mode or powered off. +- Scaleway’s infrastructure experiencing temporary issues. + +## Solution + +#### Verify SSH access +- Ensure you are using the correct SSH key and username. +- Run `ssh -v root@` to enable verbose mode and check for errors. +- If you recently changed your SSH key, update it in the Scaleway console. + +#### Check network connectivity +- Try pinging your server’s IP address: `ping `. +- Use `traceroute ` to diagnose network routing issues. +- If your server has a private network, ensure you are connecting from the correct subnet. + +#### Review firewall and security settings +- Verify your firewall rules using `iptables -L -v -n` or `ufw status`. +- Check if SSH access is restricted to specific IPs in `/etc/ssh/sshd_config`. +- If necessary, disable firewall rules temporarily to test connectivity. + +#### Use the remote access feature +- If your server is equipped with [remote access](/elastic-metal/how-to/activate-remote-access/), activate the feature to visualize the screen output of the server. +- Access the remote console from the Scaleway console. +- Log in and check the system logs (`journalctl -xe`) for access-related errors. +- If the server is in **recovery mode**, reboot it into **normal mode**. + +#### Ensure the server is powered on +- In the Scaleway console, confirm that your server is running. +- If the server is powered off, try restarting it manually. + +#### Contact Scaleway support +If you still cannot access your server, contact the [technical support](https://console.scaleway.com/support) with: + - Your server ID and IP address. + - SSH error messages. + - Logs from the remote console. + diff --git a/pages/elastic-metal/troubleshooting/troubleshoot-installation.mdx b/pages/elastic-metal/troubleshooting/troubleshoot-installation.mdx new file mode 100644 index 0000000000..f1fe8116b8 --- /dev/null +++ b/pages/elastic-metal/troubleshooting/troubleshoot-installation.mdx @@ -0,0 +1,58 @@ +--- +meta: + title: Troubleshooting Elastic Metal Server installation is blocked + description: Solutions for resolving installation issues on Scaleway Elastic Metal servers. +content: + h1: Troubleshooting Elastic Metal Server installation is blocked + paragraph: This guide provides solutions for common installation issues encountered with Scaleway Elastic Metal servers. +tags: elastic-metal troubleshooting installation +categories: + - elastic-metal +dates: + validation: 2025-02-05 + posted: 2025-02-05 +--- + +## Problem +Your Scaleway Elastic Metal server installation is blocked and cannot proceed. + +### Symptoms +- The installation process remains stuck at a certain percentage. +- You receive an error message stating that the installation has failed. +- The server does not boot into the selected operating system after installation. +- The installation does not start even after initiating it from the console. + +## Possible causes +- The server is still in rescue mode. +- A hardware issue affecting the installation. +- The chosen operating system is incompatible with the server configuration. +- Network connectivity issues preventing the installation process. +- A temporary issue on Scaleway’s infrastructure. + +## Solution + +#### Check if there is a current outage or maintenance ongoing +- Check the [Scaleway status website](https://status.scaleway.com/) to see if there are any issues or maintenance tasks ongoing. + +#### Try a different operating system +- If the installation fails repeatedly, try selecting a different OS from the Scaleway console. +- Ensure the chosen OS is compatible with your hardware. + +#### Check the screen output of the server +- If your server provides [remote access](/elastic-metal/how-to/activate-remote-access/) to its peripherals, connect to the server to check the screen output and determine where the installation process is blocked. +- If required, press a key on your keyboard to restart the installation. + +#### Check if the server is in rescue mode +- Log in to the Scaleway console and navigate to your Elastic Metal server. +- Check if the server is in [rescue mode](/elastic-metal/how-to/use-rescue-mode/). +- If it is, reboot the server into **normal mode** before retrying the installation. + +#### Inspect server logs +- Reboot the server into [rescue mode](/elastic-metal/how-to/use-rescue-mode/). +- Use `journalctl -xe` or `dmesg` to check for potential hardware-related errors. +- Run a disk check using commands such as `smartctl`, `fsck`, or `badblocks` to diagnose potential issues. You can also refer to [this guide](/dedibox-hardware/troubleshooting/diagnose-defective-disk/) for additional troubleshooting steps. + +#### Contact Scaleway Support +- If the issue persists, [contact Scaleway support](https://console.scaleway.com/support) with details of the failure. +- Provide logs, screenshots, and your server ID for faster diagnosis. + diff --git a/pages/elastic-metal/troubleshooting/troubleshoot-remote-access-issues.mdx b/pages/elastic-metal/troubleshooting/troubleshoot-remote-access-issues.mdx new file mode 100644 index 0000000000..07175843d4 --- /dev/null +++ b/pages/elastic-metal/troubleshooting/troubleshoot-remote-access-issues.mdx @@ -0,0 +1,62 @@ +--- +meta: + title: Troubleshooting remote access (KVM over IP) issues on Elastic Metal servers + description: Solutions for resolving remote access (KVM over IP) connection issues on Scaleway Elastic Metal servers. +content: + h1: Troubleshooting remote access (KVM over IP) issues on Elastic Metal servers + paragraph: This guide provides solutions for common remote access (KVM over IP) connection issues encountered with Scaleway Elastic Metal servers. +tags: elastic-metal troubleshooting remote-access KVM-over-IP +categories: + - elastic-metal +dates: + validation: 2025-02-05 + posted: 2025-02-05 +--- + +## Problem +You are unable to connect to your Scaleway Elastic Metal server using remote access (KVM over IP). + +### Symptoms +- The remote access session does not start or remains stuck. +- You see a black screen or no video output. +- Keyboard and mouse inputs are unresponsive. +- The KVM session disconnects frequently. +- Error messages appear when launching the remote console. + +## Possible causes +- The remote access feature is not properly activated. +- Network issues preventing KVM connection. +- Browser or Java compatibility problems. +- The server is in an unresponsive state. + +## Solution + +#### Ensure remote access is enabled +- Log in to the [Scaleway console](https://console.scaleway.com/) and navigate to your Elastic Metal server. +- Confirm that the **remote access* feature is avilable for your machine and activated. +- If not enabled, follow our [instructions how to activate remote access](/elastic-metal/how-to/activate-remote-access/) to activate it. + +#### Check network and firewall settings +- Ensure that your local network does not block KVM over IP connections. +- Try using a different network or disable VPNs that may interfere. +- Allow the necessary ports for remote access in your firewall settings. + +#### Try a different browser or system +- Some remote access solutions require specific browsers or Java versions. +- Try launching the KVM session in a different browser (Chrome, Firefox, Safari, Edge). +- Prefer using the HTML5 remote console over the Java version (if available). +- Ensure that [Java](https://www.java.com/en/) is updated and enabled if required. + +#### Restart the remote access session +- Close any existing remote access session and relaunch it from the Scaleway console. +- If the session remains unresponsive, try rebooting your server. + +#### Check server status +- If your server is unresponsive, attempt a soft reboot from the Scaleway console. +- If that does not work, use the power cycle option to restart the machine. + +#### Contact Scaleway support +If remote access is still unavailable, contact the [technical support](https://console.scaleway.com/support) with: + - Your server ID and IP address. + - Screenshots of any error messages. + - Details of the browser and system used for the connection. diff --git a/pages/elastic-metal/troubleshooting/troubleshoot-ssh-issues.mdx b/pages/elastic-metal/troubleshooting/troubleshoot-ssh-issues.mdx new file mode 100644 index 0000000000..ee9e5cdc61 --- /dev/null +++ b/pages/elastic-metal/troubleshooting/troubleshoot-ssh-issues.mdx @@ -0,0 +1,57 @@ +--- +meta: + title: Troubleshooting SSH connection issues on Elastic Metal servers + description: Solutions for resolving SSH connection problems on Scaleway Elastic Metal servers. +content: + h1: Troubleshooting SSH connection issues on Elastic Metal servers + paragraph: This guide provides solutions for common SSH connection issues encountered with Scaleway Elastic Metal servers. +tags: elastic-metal troubleshooting SSH +categories: + - elastic-metal +dates: + validation: 2025-02-05 + posted: 2025-02-05 +--- + +## Problem +You are unable to connect to your Scaleway Elastic Metal server via SSH. + +### Symptoms +- SSH connection times out or is refused. +- You receive an authentication failure when entering credentials. +- You see a "Permission denied" error when using an SSH key. +- SSH hangs indefinitely without a response. +- The server is unreachable via its public IP. + +## Possible causes +- The SSH service is not running or is misconfigured. +- The server is not accessible due to firewall or network restrictions. +- Incorrect SSH credentials or key configuration. +- The server is in rescue mode and requires a different login method. +- A recent security policy change has disabled SSH access. + +## Solution + +#### Check network connectivity +- Try pinging the server: `ping `. +- Use `traceroute ` to diagnose potential routing issues. +- If using a Private Network, verify that you are connecting from the correct subnet. + +#### Check SSH key and credentials +- Ensure you are using the correct SSH key associated with your Scaleway account. +- Run SSH with verbose mode (`ssh -v root@`) to diagnose authentication errors. +- If logging in with a password, check that password authentication is enabled in `/etc/ssh/sshd_config`. + +#### Check firewall and security settings +- List firewall rules using `iptables -L -v -n` or `ufw status`. +- If necessary, temporarily disable the firewall using `systemctl stop firewalld` or `ufw disable`. +- Ensure SSH is allowed on port 22 (or your custom SSH port if changed). + +#### Ensure the server is in normal mode +- If the server is in [rescue mode](/elastic-metal/how-to/use-rescue-mode/), reboot it into **normal mode**. +- Rescue mode may require different credentials (visible in your Scaleway console) to login. + +#### Verify the SSH service status +- Use the remote console from the Scaleway dashboard to access your server. +- Run `systemctl status ssh` to check if the SSH service is running. +- If the service is stopped, restart it using `systemctl restart ssh`. \ No newline at end of file From bde0694f07f02dfc8f45f0d495ce91b9ec3a1cd4 Mon Sep 17 00:00:00 2001 From: Benedikt Rollik Date: Wed, 5 Feb 2025 17:45:25 +0100 Subject: [PATCH 2/4] Apply suggestions from code review Co-authored-by: Jessica <113192637+jcirinosclwy@users.noreply.github.com> --- menu/navigation.json | 4 ++-- .../troubleshooting/troubleshoot-access-issues.mdx | 6 +++--- .../troubleshooting/troubleshoot-installation.mdx | 4 ++-- .../troubleshooting/troubleshoot-remote-access-issues.mdx | 4 ++-- 4 files changed, 9 insertions(+), 9 deletions(-) diff --git a/menu/navigation.json b/menu/navigation.json index c1c8625115..fedd4fcaff 100644 --- a/menu/navigation.json +++ b/menu/navigation.json @@ -1123,11 +1123,11 @@ "slug": "troubleshoot-ssh-issues" }, { - "label": "Troubleshouting common Elastic Metal server access issues", + "label": "Troubleshooting common Elastic Metal server access issues", "slug": "troubleshoot-access-issues" }, { - "label": "Troubleshooting Elastic Metal Server installation is blocked", + "label": "Troubleshooting an Elastic Metal server blocked installation", "slug": "troubleshoot-installation" }, { diff --git a/pages/elastic-metal/troubleshooting/troubleshoot-access-issues.mdx b/pages/elastic-metal/troubleshooting/troubleshoot-access-issues.mdx index 8b17969dcd..b257de3a3c 100644 --- a/pages/elastic-metal/troubleshooting/troubleshoot-access-issues.mdx +++ b/pages/elastic-metal/troubleshooting/troubleshoot-access-issues.mdx @@ -1,9 +1,9 @@ --- meta: - title: Troubleshouting common Elastic Metal server access issues + title: Troubleshooting common Elastic Metal server access issues description: Common access issues encountered with Scaleway Elastic Metal servers and their solutions. content: - h1: Troubleshouting common Elastic Metal server access issues + h1: Troubleshooting common Elastic Metal server access issues paragraph: This guide provides solutions for common access issues encountered with Scaleway Elastic Metal servers. tags: elastic-metal troubleshooting access categories: @@ -40,7 +40,7 @@ You are unable to access your Scaleway Elastic Metal server. #### Check network connectivity - Try pinging your server’s IP address: `ping `. - Use `traceroute ` to diagnose network routing issues. -- If your server has a private network, ensure you are connecting from the correct subnet. +- If your server has a Private Network, ensure you are connecting from the correct subnet. #### Review firewall and security settings - Verify your firewall rules using `iptables -L -v -n` or `ufw status`. diff --git a/pages/elastic-metal/troubleshooting/troubleshoot-installation.mdx b/pages/elastic-metal/troubleshooting/troubleshoot-installation.mdx index f1fe8116b8..83436fb194 100644 --- a/pages/elastic-metal/troubleshooting/troubleshoot-installation.mdx +++ b/pages/elastic-metal/troubleshooting/troubleshoot-installation.mdx @@ -1,9 +1,9 @@ --- meta: - title: Troubleshooting Elastic Metal Server installation is blocked + title: Troubleshooting an Elastic Metal server blocked installation description: Solutions for resolving installation issues on Scaleway Elastic Metal servers. content: - h1: Troubleshooting Elastic Metal Server installation is blocked + h1: Troubleshooting an Elastic Metal server blocked installation paragraph: This guide provides solutions for common installation issues encountered with Scaleway Elastic Metal servers. tags: elastic-metal troubleshooting installation categories: diff --git a/pages/elastic-metal/troubleshooting/troubleshoot-remote-access-issues.mdx b/pages/elastic-metal/troubleshooting/troubleshoot-remote-access-issues.mdx index 07175843d4..accfb8f8ac 100644 --- a/pages/elastic-metal/troubleshooting/troubleshoot-remote-access-issues.mdx +++ b/pages/elastic-metal/troubleshooting/troubleshoot-remote-access-issues.mdx @@ -33,8 +33,8 @@ You are unable to connect to your Scaleway Elastic Metal server using remote acc #### Ensure remote access is enabled - Log in to the [Scaleway console](https://console.scaleway.com/) and navigate to your Elastic Metal server. -- Confirm that the **remote access* feature is avilable for your machine and activated. -- If not enabled, follow our [instructions how to activate remote access](/elastic-metal/how-to/activate-remote-access/) to activate it. +- Confirm that the **remote access* feature is available for your machine and activated. +- If not enabled, follow our [instructions on how to activate remote access](/elastic-metal/how-to/activate-remote-access/) to activate it. #### Check network and firewall settings - Ensure that your local network does not block KVM over IP connections. From bef590da5e41864b3e943f805b91710f27109e14 Mon Sep 17 00:00:00 2001 From: Benedikt Rollik Date: Thu, 6 Feb 2025 10:36:29 +0100 Subject: [PATCH 3/4] Update pages/elastic-metal/troubleshooting/troubleshoot-ssh-issues.mdx Co-authored-by: Jessica <113192637+jcirinosclwy@users.noreply.github.com> --- pages/elastic-metal/troubleshooting/troubleshoot-ssh-issues.mdx | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/pages/elastic-metal/troubleshooting/troubleshoot-ssh-issues.mdx b/pages/elastic-metal/troubleshooting/troubleshoot-ssh-issues.mdx index ee9e5cdc61..4327dfc6af 100644 --- a/pages/elastic-metal/troubleshooting/troubleshoot-ssh-issues.mdx +++ b/pages/elastic-metal/troubleshooting/troubleshoot-ssh-issues.mdx @@ -49,7 +49,7 @@ You are unable to connect to your Scaleway Elastic Metal server via SSH. #### Ensure the server is in normal mode - If the server is in [rescue mode](/elastic-metal/how-to/use-rescue-mode/), reboot it into **normal mode**. -- Rescue mode may require different credentials (visible in your Scaleway console) to login. +- Rescue mode may require different credentials (visible in your Scaleway console) to log in. #### Verify the SSH service status - Use the remote console from the Scaleway dashboard to access your server. From d49eabbc87736e2998d9b444321c6513ae5316f1 Mon Sep 17 00:00:00 2001 From: Benedikt Rollik Date: Thu, 6 Feb 2025 10:53:58 +0100 Subject: [PATCH 4/4] Apply suggestions from code review Co-authored-by: Rowena Jones <36301604+RoRoJ@users.noreply.github.com> --- .../troubleshooting/troubleshoot-access-issues.mdx | 2 +- .../troubleshooting/troubleshoot-remote-access-issues.mdx | 2 +- 2 files changed, 2 insertions(+), 2 deletions(-) diff --git a/pages/elastic-metal/troubleshooting/troubleshoot-access-issues.mdx b/pages/elastic-metal/troubleshooting/troubleshoot-access-issues.mdx index b257de3a3c..b26159cd36 100644 --- a/pages/elastic-metal/troubleshooting/troubleshoot-access-issues.mdx +++ b/pages/elastic-metal/troubleshooting/troubleshoot-access-issues.mdx @@ -58,7 +58,7 @@ You are unable to access your Scaleway Elastic Metal server. - If the server is powered off, try restarting it manually. #### Contact Scaleway support -If you still cannot access your server, contact the [technical support](https://console.scaleway.com/support) with: +If you still cannot access your server, contact [technical support](https://console.scaleway.com/support) with: - Your server ID and IP address. - SSH error messages. - Logs from the remote console. diff --git a/pages/elastic-metal/troubleshooting/troubleshoot-remote-access-issues.mdx b/pages/elastic-metal/troubleshooting/troubleshoot-remote-access-issues.mdx index accfb8f8ac..dc1146803f 100644 --- a/pages/elastic-metal/troubleshooting/troubleshoot-remote-access-issues.mdx +++ b/pages/elastic-metal/troubleshooting/troubleshoot-remote-access-issues.mdx @@ -56,7 +56,7 @@ You are unable to connect to your Scaleway Elastic Metal server using remote acc - If that does not work, use the power cycle option to restart the machine. #### Contact Scaleway support -If remote access is still unavailable, contact the [technical support](https://console.scaleway.com/support) with: +If remote access is still unavailable, contact [technical support](https://console.scaleway.com/support) with: - Your server ID and IP address. - Screenshots of any error messages. - Details of the browser and system used for the connection.