Troubleshooting Guide

If you are observing issues with Platform9 user interface

Make sure that you are using Google Chrome browser to log into Platform9. Chrome is currently the only supported browser. There are known issues with Apple’s Safari browser.

If you deployed the Platform9 agent, but your host doesn’t appear on the dashboard

• Verify that the host has outbound network connectivity to the internet:
  ping www.google.com
• Confirm that the host agent is running on your host:
  [bash]sudo service pf9-hostagent status[/bash]

• Check if your network filters outbound HTTPS traffic to unknown destinations, or if you have a network proxy that is blocking traffic. Platform9 currently requires that you enable outbound access to TCP port 443 (HTTPS). If this is difficult for you to configure via your network firewall, contact us at support@platform9.net.
• Check the host agent log for errors:
  [bash]sudo cat /var/log/pf9/hostagent.log[/bash]

If your Platform9 host is unable to connect (eg. hostagent, ostackhost, imagelibrary)

• A common cause for connection failures is an unsynchronized system clock. Type ‘date’ to verify that the current date and time are correct. If they are not, then consult your operating system’s administrator’s guide for solutions. For example, it may be necessary to configure the Network Time Protocol (NTP) to ensure the clock is always up to date.
• If you are using a network firewall, you may need to reconfigure it to allow connections to TCP port 443 (HTTPS).

If your VM creation fails

• The most common reason for this tends to be that the disk size in the Flavor you used to create the VM is not sufficient for the minimum disk size the VM Image requires. To resolve this: Create a new Flavor with disk size to be 0, keeping rest of the parameters for CPU and Memory to be the same. Setting the disk size in the Flavor to be 0 will cause the VM creation process to select the VM disk size to be that configured in the Image.
• Hovering over the “error” state of the VM will give you information about the cause of VM creation failure. This might be due to:
  • Lack of sufficient CPU or Memory resources on the Host where the VM is being created
  • Lack of sufficient Storage connected to the Host
  • Over-allocation of CPU or Memory on the Host

If your VM gets deployed but does not receive an IP address

• Ensure that network configuration is set appropriately on the physical server the VM is being deployed on. For more information please reference How To Set Up Your Platform9 Private Cloud.
• Make sure that you have appropriately configured the properties of “Network” entity discovered by Platform9 that you are using to deploy this VM.

If you need to assign Image Library role to a pre-authorized server

• Remove the physical server from Platform9 UI Infrastructure view.
• Within a minute or so, the server will reappear in the UI as awaiting authorization.
• Re-add the server, and assign the image library role.

If these tips don’t resolve your issue

Please contact us for support. We’re here to help!

• Contact: support@platform9.com
• Call: 650-898-7369