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feat(em): add troubleshoot guides (#4357)
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pages/elastic-metal/troubleshooting/troubleshoot-access-issues.mdx
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| --- | ||
| meta: | ||
| title: Troubleshooting common Elastic Metal server access issues | ||
| description: Common access issues encountered with Scaleway Elastic Metal servers and their solutions. | ||
| content: | ||
| h1: Troubleshooting common Elastic Metal server access issues | ||
| paragraph: This guide provides solutions for common access issues encountered with Scaleway Elastic Metal servers. | ||
| tags: elastic-metal troubleshooting access | ||
| categories: | ||
| - elastic-metal | ||
| dates: | ||
| validation: 2025-02-05 | ||
| posted: 2025-02-05 | ||
| --- | ||
|
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| ## Problem | ||
| You are unable to access your Scaleway Elastic Metal server. | ||
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| ### Symptoms | ||
| - SSH connection fails with a timeout or authentication error. | ||
| - The server does not respond to ping requests. | ||
| - Remote console access is unavailable or unresponsive. | ||
| - You cannot log in with the root credentials. | ||
| - Network services appear unreachable. | ||
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| ## Possible causes | ||
| - Incorrect SSH key or credentials. | ||
| - Firewall rules blocking access. | ||
| - Network configuration issues. | ||
| - The server is in recovery mode or powered off. | ||
| - Scaleway’s infrastructure experiencing temporary issues. | ||
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| ## Solution | ||
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| #### Verify SSH access | ||
| - Ensure you are using the correct SSH key and username. | ||
| - Run `ssh -v root@<server-ip>` to enable verbose mode and check for errors. | ||
| - If you recently changed your SSH key, update it in the Scaleway console. | ||
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| #### Check network connectivity | ||
| - Try pinging your server’s IP address: `ping <server-ip>`. | ||
| - Use `traceroute <server-ip>` to diagnose network routing issues. | ||
| - If your server has a Private Network, ensure you are connecting from the correct subnet. | ||
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| #### Review firewall and security settings | ||
| - Verify your firewall rules using `iptables -L -v -n` or `ufw status`. | ||
| - Check if SSH access is restricted to specific IPs in `/etc/ssh/sshd_config`. | ||
| - If necessary, disable firewall rules temporarily to test connectivity. | ||
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| #### Use the remote access feature | ||
| - 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. | ||
| - Access the remote console from the Scaleway console. | ||
| - Log in and check the system logs (`journalctl -xe`) for access-related errors. | ||
| - If the server is in **recovery mode**, reboot it into **normal mode**. | ||
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| #### Ensure the server is powered on | ||
| - In the Scaleway console, confirm that your server is running. | ||
| - If the server is powered off, try restarting it manually. | ||
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| #### Contact Scaleway support | ||
| If you still cannot access your server, contact [technical support](https://console.scaleway.com/support) with: | ||
| - Your server ID and IP address. | ||
| - SSH error messages. | ||
| - Logs from the remote console. | ||
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pages/elastic-metal/troubleshooting/troubleshoot-installation.mdx
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| --- | ||
| meta: | ||
| title: Troubleshooting an Elastic Metal server blocked installation | ||
| description: Solutions for resolving installation issues on Scaleway Elastic Metal servers. | ||
| content: | ||
| h1: Troubleshooting an Elastic Metal server blocked installation | ||
| paragraph: This guide provides solutions for common installation issues encountered with Scaleway Elastic Metal servers. | ||
| tags: elastic-metal troubleshooting installation | ||
| categories: | ||
| - elastic-metal | ||
| dates: | ||
| validation: 2025-02-05 | ||
| posted: 2025-02-05 | ||
| --- | ||
|
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| ## Problem | ||
| Your Scaleway Elastic Metal server installation is blocked and cannot proceed. | ||
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| ### Symptoms | ||
| - The installation process remains stuck at a certain percentage. | ||
| - You receive an error message stating that the installation has failed. | ||
| - The server does not boot into the selected operating system after installation. | ||
| - The installation does not start even after initiating it from the console. | ||
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| ## Possible causes | ||
| - The server is still in rescue mode. | ||
| - A hardware issue affecting the installation. | ||
| - The chosen operating system is incompatible with the server configuration. | ||
| - Network connectivity issues preventing the installation process. | ||
| - 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 | ||
| - 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 | ||
| - If the installation fails repeatedly, try selecting a different OS from the Scaleway console. | ||
| - Ensure the chosen OS is compatible with your hardware. | ||
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| #### Check the screen output of the server | ||
| - 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. | ||
| - If required, press a key on your keyboard to restart the installation. | ||
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| #### Check if the server is in rescue mode | ||
| - Log in to the Scaleway console and navigate to your Elastic Metal server. | ||
| - Check if the server is in [rescue mode](/elastic-metal/how-to/use-rescue-mode/). | ||
| - If it is, reboot the server into **normal mode** before retrying the installation. | ||
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| #### Inspect server logs | ||
| - Reboot the server into [rescue mode](/elastic-metal/how-to/use-rescue-mode/). | ||
| - Use `journalctl -xe` or `dmesg` to check for potential hardware-related errors. | ||
| - 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 | ||
| - If the issue persists, [contact Scaleway support](https://console.scaleway.com/support) with details of the failure. | ||
| - 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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| meta: | ||
| title: Troubleshooting remote access (KVM over IP) issues on Elastic Metal servers | ||
| description: Solutions for resolving remote access (KVM over IP) connection issues on Scaleway Elastic Metal servers. | ||
| content: | ||
| h1: Troubleshooting remote access (KVM over IP) issues on Elastic Metal servers | ||
| paragraph: This guide provides solutions for common remote access (KVM over IP) connection issues encountered with Scaleway Elastic Metal servers. | ||
| tags: elastic-metal troubleshooting remote-access KVM-over-IP | ||
| categories: | ||
| - elastic-metal | ||
| dates: | ||
| validation: 2025-02-05 | ||
| posted: 2025-02-05 | ||
| --- | ||
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| ## Problem | ||
| You are unable to connect to your Scaleway Elastic Metal server using remote access (KVM over IP). | ||
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| ### Symptoms | ||
| - The remote access session does not start or remains stuck. | ||
| - You see a black screen or no video output. | ||
| - Keyboard and mouse inputs are unresponsive. | ||
| - The KVM session disconnects frequently. | ||
| - Error messages appear when launching the remote console. | ||
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| ## Possible causes | ||
| - The remote access feature is not properly activated. | ||
| - Network issues preventing KVM connection. | ||
| - Browser or Java compatibility problems. | ||
| - The server is in an unresponsive state. | ||
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| ## Solution | ||
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| #### Ensure remote access is enabled | ||
| - Log in to the [Scaleway console](https://console.scaleway.com/) and navigate to your Elastic Metal server. | ||
| - Confirm that the **remote access* feature is available for your machine and activated. | ||
| - 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 | ||
| - Ensure that your local network does not block KVM over IP connections. | ||
| - Try using a different network or disable VPNs that may interfere. | ||
| - Allow the necessary ports for remote access in your firewall settings. | ||
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| #### Try a different browser or system | ||
| - Some remote access solutions require specific browsers or Java versions. | ||
| - Try launching the KVM session in a different browser (Chrome, Firefox, Safari, Edge). | ||
| - Prefer using the HTML5 remote console over the Java version (if available). | ||
| - Ensure that [Java](https://www.java.com/en/) is updated and enabled if required. | ||
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| #### Restart the remote access session | ||
| - Close any existing remote access session and relaunch it from the Scaleway console. | ||
| - If the session remains unresponsive, try rebooting your server. | ||
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| #### Check server status | ||
| - If your server is unresponsive, attempt a soft reboot from the Scaleway console. | ||
| - If that does not work, use the power cycle option to restart the machine. | ||
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| #### Contact Scaleway support | ||
| If remote access is still unavailable, contact [technical support](https://console.scaleway.com/support) with: | ||
| - Your server ID and IP address. | ||
| - Screenshots of any error messages. | ||
| - Details of the browser and system used for the connection. |
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pages/elastic-metal/troubleshooting/troubleshoot-ssh-issues.mdx
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| --- | ||
| meta: | ||
| title: Troubleshooting SSH connection issues on Elastic Metal servers | ||
| description: Solutions for resolving SSH connection problems on Scaleway Elastic Metal servers. | ||
| content: | ||
| h1: Troubleshooting SSH connection issues on Elastic Metal servers | ||
| paragraph: This guide provides solutions for common SSH connection issues encountered with Scaleway Elastic Metal servers. | ||
| tags: elastic-metal troubleshooting SSH | ||
| categories: | ||
| - elastic-metal | ||
| dates: | ||
| validation: 2025-02-05 | ||
| posted: 2025-02-05 | ||
| --- | ||
|
|
||
| ## Problem | ||
| You are unable to connect to your Scaleway Elastic Metal server via SSH. | ||
|
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| ### Symptoms | ||
| - SSH connection times out or is refused. | ||
| - You receive an authentication failure when entering credentials. | ||
| - You see a "Permission denied" error when using an SSH key. | ||
| - SSH hangs indefinitely without a response. | ||
| - The server is unreachable via its public IP. | ||
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| ## Possible causes | ||
| - The SSH service is not running or is misconfigured. | ||
| - The server is not accessible due to firewall or network restrictions. | ||
| - Incorrect SSH credentials or key configuration. | ||
| - The server is in rescue mode and requires a different login method. | ||
| - A recent security policy change has disabled SSH access. | ||
|
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| ## Solution | ||
|
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| #### Check network connectivity | ||
| - Try pinging the server: `ping <server-ip>`. | ||
| - Use `traceroute <server-ip>` to diagnose potential routing issues. | ||
| - If using a Private Network, verify that you are connecting from the correct subnet. | ||
|
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| #### Check SSH key and credentials | ||
| - Ensure you are using the correct SSH key associated with your Scaleway account. | ||
| - Run SSH with verbose mode (`ssh -v root@<server-ip>`) to diagnose authentication errors. | ||
| - 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 | ||
| - List firewall rules using `iptables -L -v -n` or `ufw status`. | ||
| - If necessary, temporarily disable the firewall using `systemctl stop firewalld` or `ufw disable`. | ||
| - 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 | ||
| - If the server is in [rescue mode](/elastic-metal/how-to/use-rescue-mode/), reboot it into **normal mode**. | ||
| - Rescue mode may require different credentials (visible in your Scaleway console) to log in. | ||
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| #### Verify the SSH service status | ||
| - Use the remote console from the Scaleway dashboard to access your server. | ||
| - Run `systemctl status ssh` to check if the SSH service is running. | ||
| - If the service is stopped, restart it using `systemctl restart ssh`. |