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feat(em): add troubleshoot guides (#4357)
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‎menu/navigation.json

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},
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{
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"items": [
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{
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"label": "Troubleshooting SSH connection issues on Elastic Metal servers",
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"slug": "troubleshoot-ssh-issues"
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},
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{
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"label": "Troubleshooting common Elastic Metal server access issues",
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"slug": "troubleshoot-access-issues"
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},
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{
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"label": "Troubleshooting an Elastic Metal server blocked installation",
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"slug": "troubleshoot-installation"
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},
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{
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"label": "Troubleshooting remote access (KVM over IP) issues on Elastic Metal servers",
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"slug": "troubleshoot-remote-access-issues"
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},
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{
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"label": "Replacing a failed drive in a software RAID",
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"slug": "replace-failed-drive-software-raid"

‎pages/elastic-metal/troubleshooting/troubleshoot-access-issues.mdx

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---
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meta:
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title: Troubleshooting common Elastic Metal server access issues
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description: Common access issues encountered with Scaleway Elastic Metal servers and their solutions.
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content:
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h1: Troubleshooting common Elastic Metal server access issues
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paragraph: This guide provides solutions for common access issues encountered with Scaleway Elastic Metal servers.
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tags: elastic-metal troubleshooting access
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categories:
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- elastic-metal
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dates:
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validation: 2025-02-05
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posted: 2025-02-05
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---
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## Problem
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You are unable to access your Scaleway Elastic Metal server.
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### Symptoms
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- SSH connection fails with a timeout or authentication error.
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- The server does not respond to ping requests.
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- Remote console access is unavailable or unresponsive.
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- You cannot log in with the root credentials.
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- Network services appear unreachable.
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## Possible causes
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- Incorrect SSH key or credentials.
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- Firewall rules blocking access.
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- Network configuration issues.
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- The server is in recovery mode or powered off.
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- Scaleway’s infrastructure experiencing temporary issues.
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## Solution
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#### Verify SSH access
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- Ensure you are using the correct SSH key and username.
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- Run `ssh -v root@<server-ip>` to enable verbose mode and check for errors.
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- If you recently changed your SSH key, update it in the Scaleway console.
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#### Check network connectivity
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- Try pinging your server’s IP address: `ping <server-ip>`.
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- Use `traceroute <server-ip>` to diagnose network routing issues.
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- If your server has a Private Network, ensure you are connecting from the correct subnet.
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#### Review firewall and security settings
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- Verify your firewall rules using `iptables -L -v -n` or `ufw status`.
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- Check if SSH access is restricted to specific IPs in `/etc/ssh/sshd_config`.
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- If necessary, disable firewall rules temporarily to test connectivity.
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#### Use the remote access feature
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- 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.
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- Access the remote console from the Scaleway console.
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- Log in and check the system logs (`journalctl -xe`) for access-related errors.
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- If the server is in **recovery mode**, reboot it into **normal mode**.
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#### Ensure the server is powered on
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- In the Scaleway console, confirm that your server is running.
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- If the server is powered off, try restarting it manually.
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#### Contact Scaleway support
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If you still cannot access your server, contact [technical support](https://console.scaleway.com/support) with:
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- Your server ID and IP address.
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- SSH error messages.
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- Logs from the remote console.
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‎pages/elastic-metal/troubleshooting/troubleshoot-installation.mdx

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---
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meta:
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title: Troubleshooting an Elastic Metal server blocked installation
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description: Solutions for resolving installation issues on Scaleway Elastic Metal servers.
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content:
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h1: Troubleshooting an Elastic Metal server blocked installation
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paragraph: This guide provides solutions for common installation issues encountered with Scaleway Elastic Metal servers.
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tags: elastic-metal troubleshooting installation
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categories:
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- elastic-metal
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dates:
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validation: 2025-02-05
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posted: 2025-02-05
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---
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## Problem
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Your Scaleway Elastic Metal server installation is blocked and cannot proceed.
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### Symptoms
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- The installation process remains stuck at a certain percentage.
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- You receive an error message stating that the installation has failed.
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- The server does not boot into the selected operating system after installation.
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- The installation does not start even after initiating it from the console.
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## Possible causes
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- The server is still in rescue mode.
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- A hardware issue affecting the installation.
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- The chosen operating system is incompatible with the server configuration.
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- Network connectivity issues preventing the installation process.
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- A temporary issue on Scaleway’s infrastructure.
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## Solution
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#### Check if there is a current outage or maintenance ongoing
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- Check the [Scaleway status website](https://status.scaleway.com/) to see if there are any issues or maintenance tasks ongoing.
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#### Try a different operating system
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- If the installation fails repeatedly, try selecting a different OS from the Scaleway console.
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- Ensure the chosen OS is compatible with your hardware.
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#### Check the screen output of the server
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- 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.
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- If required, press a key on your keyboard to restart the installation.
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#### Check if the server is in rescue mode
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- Log in to the Scaleway console and navigate to your Elastic Metal server.
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- Check if the server is in [rescue mode](/elastic-metal/how-to/use-rescue-mode/).
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- If it is, reboot the server into **normal mode** before retrying the installation.
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#### Inspect server logs
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- Reboot the server into [rescue mode](/elastic-metal/how-to/use-rescue-mode/).
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- Use `journalctl -xe` or `dmesg` to check for potential hardware-related errors.
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- 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.
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#### Contact Scaleway Support
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- If the issue persists, [contact Scaleway support](https://console.scaleway.com/support) with details of the failure.
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- Provide logs, screenshots, and your server ID for faster diagnosis.
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‎pages/elastic-metal/troubleshooting/troubleshoot-remote-access-issues.mdx

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---
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meta:
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title: Troubleshooting remote access (KVM over IP) issues on Elastic Metal servers
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description: Solutions for resolving remote access (KVM over IP) connection issues on Scaleway Elastic Metal servers.
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content:
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h1: Troubleshooting remote access (KVM over IP) issues on Elastic Metal servers
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paragraph: This guide provides solutions for common remote access (KVM over IP) connection issues encountered with Scaleway Elastic Metal servers.
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tags: elastic-metal troubleshooting remote-access KVM-over-IP
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categories:
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- elastic-metal
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dates:
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validation: 2025-02-05
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posted: 2025-02-05
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---
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## Problem
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You are unable to connect to your Scaleway Elastic Metal server using remote access (KVM over IP).
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### Symptoms
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- The remote access session does not start or remains stuck.
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- You see a black screen or no video output.
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- Keyboard and mouse inputs are unresponsive.
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- The KVM session disconnects frequently.
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- Error messages appear when launching the remote console.
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## Possible causes
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- The remote access feature is not properly activated.
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- Network issues preventing KVM connection.
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- Browser or Java compatibility problems.
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- The server is in an unresponsive state.
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## Solution
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#### Ensure remote access is enabled
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- Log in to the [Scaleway console](https://console.scaleway.com/) and navigate to your Elastic Metal server.
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- Confirm that the **remote access* feature is available for your machine and activated.
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- If not enabled, follow our [instructions on how to activate remote access](/elastic-metal/how-to/activate-remote-access/) to activate it.
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#### Check network and firewall settings
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- Ensure that your local network does not block KVM over IP connections.
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- Try using a different network or disable VPNs that may interfere.
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- Allow the necessary ports for remote access in your firewall settings.
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#### Try a different browser or system
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- Some remote access solutions require specific browsers or Java versions.
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- Try launching the KVM session in a different browser (Chrome, Firefox, Safari, Edge).
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- Prefer using the HTML5 remote console over the Java version (if available).
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- Ensure that [Java](https://www.java.com/en/) is updated and enabled if required.
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#### Restart the remote access session
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- Close any existing remote access session and relaunch it from the Scaleway console.
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- If the session remains unresponsive, try rebooting your server.
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#### Check server status
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- If your server is unresponsive, attempt a soft reboot from the Scaleway console.
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- If that does not work, use the power cycle option to restart the machine.
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#### Contact Scaleway support
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If remote access is still unavailable, contact [technical support](https://console.scaleway.com/support) with:
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- Your server ID and IP address.
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- Screenshots of any error messages.
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- Details of the browser and system used for the connection.

‎pages/elastic-metal/troubleshooting/troubleshoot-ssh-issues.mdx

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---
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meta:
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title: Troubleshooting SSH connection issues on Elastic Metal servers
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description: Solutions for resolving SSH connection problems on Scaleway Elastic Metal servers.
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content:
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h1: Troubleshooting SSH connection issues on Elastic Metal servers
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paragraph: This guide provides solutions for common SSH connection issues encountered with Scaleway Elastic Metal servers.
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tags: elastic-metal troubleshooting SSH
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categories:
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- elastic-metal
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dates:
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validation: 2025-02-05
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posted: 2025-02-05
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---
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## Problem
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You are unable to connect to your Scaleway Elastic Metal server via SSH.
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### Symptoms
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- SSH connection times out or is refused.
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- You receive an authentication failure when entering credentials.
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- You see a "Permission denied" error when using an SSH key.
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- SSH hangs indefinitely without a response.
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- The server is unreachable via its public IP.
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## Possible causes
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- The SSH service is not running or is misconfigured.
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- The server is not accessible due to firewall or network restrictions.
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- Incorrect SSH credentials or key configuration.
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- The server is in rescue mode and requires a different login method.
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- A recent security policy change has disabled SSH access.
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## Solution
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#### Check network connectivity
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- Try pinging the server: `ping <server-ip>`.
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- Use `traceroute <server-ip>` to diagnose potential routing issues.
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- If using a Private Network, verify that you are connecting from the correct subnet.
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#### Check SSH key and credentials
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- Ensure you are using the correct SSH key associated with your Scaleway account.
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- Run SSH with verbose mode (`ssh -v root@<server-ip>`) to diagnose authentication errors.
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- If logging in with a password, check that password authentication is enabled in `/etc/ssh/sshd_config`.
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#### Check firewall and security settings
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- List firewall rules using `iptables -L -v -n` or `ufw status`.
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- If necessary, temporarily disable the firewall using `systemctl stop firewalld` or `ufw disable`.
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- Ensure SSH is allowed on port 22 (or your custom SSH port if changed).
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#### Ensure the server is in normal mode
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- If the server is in [rescue mode](/elastic-metal/how-to/use-rescue-mode/), reboot it into **normal mode**.
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- Rescue mode may require different credentials (visible in your Scaleway console) to log in.
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#### Verify the SSH service status
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- Use the remote console from the Scaleway dashboard to access your server.
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- Run `systemctl status ssh` to check if the SSH service is running.
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- If the service is stopped, restart it using `systemctl restart ssh`.

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