feat(ins): add instances troubleshooting (scaleway#4254)

* feat(ins): add troubleshooting

* feat(ins): troubleshooting

* feat(ins): add more troubleshooting

* feat(ins): fix typo

* fix(ins): fix typo

* fix(ins): fix typo

* Apply suggestions from code review

Co-authored-by: Jessica <[email protected]>
Co-authored-by: ldecarvalho-doc <[email protected]>

* Apply suggestions from code review

Co-authored-by: Jessica <[email protected]>

* Update compute/instances/troubleshooting/fix-common-issues.mdx

---------

Co-authored-by: Jessica <[email protected]>
Co-authored-by: ldecarvalho-doc <[email protected]>

Author: 3 people

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 <your-domain>` or `nslookup <your-domain>` 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.

menu/navigation.json

@@ -1525,6 +1525,10 @@
               },
               {
                 "items": [
+                  {
+                    "label": "Fix common issues with Instances",
+                    "slug": "fix-common-issues"
+                  },
                   {
                     "label": "Troubleshooting SSH connection issues",
                     "slug": "cant-connect-ssh"