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Troubleshooting

Cluster provisioning will fail if issues are detected and cannot be automatically overcome. When this occurs, the user is presented with an error message on the Web Console with a link to download the "error logs".

Provisioning Failure


Self Diagnosis

There are a number of environmental issues that can cause provisioning failure.

Pre Flight Checks

Users are strongly recommended to perform "pre-flight checks" of the nodes before initiating provisioning. These pre-flight checks are designed to quickly detect environmental or misconfiguration issues that will result in cluster provisioning issues.

Please initiate provisioning ONLY after the pre-flight checks have passed successfully.


Support

If you are unable to resolve the issue yourself, please contact Support or via the provided private Slack channel for your organization. The support organization is available 24x7 and will be able to assist you immediately.

Please make sure that you have downloaded the "error log file" that was shown during failure. Provide this to the support team for troubleshooting.


Remote Diagnosis and Resolution

For customers using the SaaS Controller, note that Ops/Support is actively monitoring your clusters.

With a customer's permission, as long as the nodes are operational (i.e. running), support can remotely debug, diagnose and resolve issues. Support will inform the customer if the underlying issue is due to misconfiguration (e.g. network connectivity) or environmental issues (e.g. bad storage etc).

Important

Support DOES NOT require any form of inbound connectivity to perform remote diagnosis and fixes.