Troubleshooting Server

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Available in VPC

Available in servers based on XEN hypervisor.

This document details problematic situations users may face while using Server, as well as their causes and resolutions.

Server access failure

The following describes the symptoms and cause of server access problems and their solutions:

Symptom	Cause	Solution
Can't access server	Server is stopped	Start the server from the NAVER Cloud Platform console and reconnect
	The computer attempting to access and its network is not allowed in the ACG setting	Add a rule to the ACG to allow network access to the computer attempting to connect See ACG
	Network connection failure of the computer attempting to access	Check the network connection status and reconnect
	IP or external port input error	Check the port forwarding or public IP information under the console's server details, enter it correctly, and then reconnect See access Server
	Entered wrong password error	Check the admin password from the console, enter the password correctly, and then reconnect If you can't remember the admin password you changed, then reset the administrator password on the console and reconnect See manage server

Server creation failure

The following are the causes and solutions for each warning text about the situation where server creation fails:

Warning message	Cause	Solution
Server can't be created as the server creation limit has been exceeded.	Server creation limit set on the account exceeded	Applied for fewer servers than server creation limit If you need more servers than the limit, see the FAQs and contact customer support to increase the server creation limit and retry
An error occurred while creating the server.	Internal error	Wait for a moment, and try creating the server again Adjust the number of servers to create <example> If you need 10 servers, try creating 5 servers in 2 batches or 1 server in 10 batches Change the zone to retry creating a server Lower the server specifications and try creation If none of the above works, contact customer support

Failed to detach storage from server

If you try to detach block storage from the server but fail, the following warning messages, solutions, and troubleshooting tips are as follows: For information on how to detach storage, see using storage.

Warning message	Cause	Solution
The storage is mounted on the server. Unmount the storage and try again.	The storage status is failed to detach since it has failed to Detach the additional storage	1. Click [Recover] next to the storage status to restore it to In-use 2. Upon changing the storage status to In-use, access to the console to unmount, and retry disconnecting the server
	In case of storage connected to a Linux server, an error due to the mount information (garbage) value	After unmounting the file system from the OS, delete the mount information from /etc/fstab and retry If the above method does not solve the problem, contact customer support
	Unable to detach since the I/O on storage connected to the server is in progress

## Server Status Check alarm occurs

Server Status Check is a message activated when an error occurs while you're using Server. The symptoms, causes, and solutions to Server Status Check alarms are as follows:

Operation Case	Server Status Check message	Cause	Solution
Server running	Guest Agent is disabled. Check the server status. See the manual for how to check the status. To force stop the server, click the force stop button on the console.	1. Server Hang and insufficient resource	See Server Status Check
Server running		2. Issues with Xentools version	See Reinstall Xen Tools (Windows), Reinstall Xen Tools (Linux)
Server creation using my server image	An error occurred while creating the server. To forcibly terminate the server, click the force stop button on the console. See the manual for information on how to check the status and take necessary measures.	Server restart or creation may be delayed or unavailable due to internal server errors 1. Issues with Xentools version 2. DHCP setting error 3. fstab setting error 4. Windows update and file system check delay 5. kernel update error If none of these causes is the real cause, contact the Customer Center	If the force stop or force return button are activated: see force stop and return Detailed measures by other cause or for issues related to Xentools version: see Server Status Check
Stopping or restarting a running server	The server reboot or stop was not completed properly. A server status check is required. To force stop the server, click the force stop button on the console. See the manual for information on how to check the status and take necessary measures.
	Admin password is not set. You must check the server status. See the manual for how to check the status. To stop the server by force, click the force stop button on the console.	After changing the admin password 1. Password change is not set up properly 2. You lost the changed password	For servers created with a Linux image, you must activate the force stop and inspect under single mode For Windows servers, if you lost your password, you must return or reinstall them If the problem is still not resolved, contact customer support

Server Image Status Checker

This message indicates the service provision status (fade out/retired) of the server images (OS) from NCP.
The notification messages and details for each status of the server images are as follows:

Status of server image	Words	Details
Scheduled to fade out	The images of this server are scheduled to reach the end of sale on MM-DD-YYYY.	- Words that signals end of sale. - It is recommended to migrate to the latest version in advance.
Fade out	The images of this server an OS that has faded out.	- The server images faded out. You can't create a new server with this server image. - Auto Scaling behavior not supported. Create the server image as "my server image" and reconfigure the Launch Configuration.
Retired	The images of this server an OS that has retired.	- The server images retired. - Functionality limitation: "create server", "create my server image", "create similar server", "create additional storage", and "create Launch Configuration" of Auto-Scaling not available /td>

Diagnosis of server status

If you want to diagnose the status of the server, you can perform the status diagnosis through the Ncloud Tool Kit (NTK) provided by NAVER Cloud Platform. For more information, see Inspect Ncloud Tool Kit (Linux/Windows).

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What's Next

Lifecycle of server image (OS)

Table of contents

Server access failure
Server creation failure
Failed to detach storage from server
Server Image Status Checker
Diagnosis of server status