Issues

The topic contains the answers to the questions related to most frequent issues and problems.

What should I do if I encounter an EPAM Cloud-related issue?

We are doing our best to provide you with quick and efficient support that makes your work in Cloud easy and productive. Still, EPAM Cloud is a self-service, and there are tools that allow you to find the solutions for your issues and answers for your questions yourself, without having to wait for your request to be delivered, processed and replied.

The scheme below illustrates a generalized troubleshooting algorithm. Keeping to this algorithm will lead you to the most efficient solution of your issues.

Most of the frequent issues are described in the FAQ section.

The details on the recommended troubleshooting actions are given in the document which you can find at the bottom of this page or in the 'Documentation' section.

If none of the suggested solutions helped, please, do not hesitate to contact Help_Desk@epam.com. and we will do our best to help you within the shortest possible time.

I can login to my instance, however its status in Orchestrator has been shown incorrectly for a long time. What should I do?

This sometimes happens due to infrastructure problems, as Orchestrator updates instance statuses at certain time intervals.

In case of emergency, you can run the 'or2-describe-instances' CLI command for the required instance, providing the -c/--force parameter to override this interval and update instance status immediately. However, this creates excessive load on infrastructure and should only be used in exceptional cases. Also, the command with this parameter can only be run for a single instance. If you are not absolutely sure this solution would help you, we strongly recommend contacting the Support team.

I try to perform a volume management operation, however keep getting the 'This action is blocked for the chosen zone' response. Why does this happen?

Storage volume management has been temporarily limited due to infrastructure upgrade issues. We are sorry for the inconvenience and doing our best to solve this problem ASAP.

At the moment the following functionality is unavailable: attaching volumes, detaching volumes, deleting instances with the '--leaveStorages' flag set.

Custom machine image creation takes too much time. What can I do with that?

Creating a custom machine image is a time- and resource-consuming action that can last up to 1-1.5 hours. Thus, after initiating the process, please wait till the image creation success message appears or, in case an issue occurs, a respective alert.

In case image creation takes over 3 hours, with no success or error response, please contact the Cloud Consulting Team

What should I do if my VM has network-related issues?

If you cannot connect to your VM due to a network issue, try the following:

  • Try to connect over the VNC console UI or CLI
  • Trace your channel with the 'ping' command
  • Run the 'or2din --force' command to force update your instance details
  • If the connection still cannot be established, make a Support Request at support.epam.com.

Why do I get "The region is currently unavailable" message when trying to manage my infrastructure and what do I do in this case?

EPAM Cloud Orchestration Service is a system distributed between different regions. Sometimes, the connection with one or several regions is unstable or broken due to technical issues. In this case, a number of Orchestration commands used for infrastructure management do not work.

If you encounter such an issue, please, take a look at the Status Dashboard page which gives real-time detailed information on each of the Orchestrator regions performance and indicates which regions are unavailable at the moment. If the region is currently unavailable, it is recommended to wait for a while till the technical issues are resolved and the region performance is resumed.

In case of emergency, or when you have infrastructure configuration issues not related to the regions performance, please submit a Support Request at support.epam.com.

I cannot find a certain checkpoint using the 'or2-describe-checkpoints' CLI command. Why does this happen?

The checkpoint you are looking for might have been created by the Support Team engineers, bypassing Maestro CLI tools.

Only checkpoints created with the Maestro CLI client can be managed by CLI commands.

After executing 'or2addattvol', I am unable to see the storage for the specified instance. What should I do?

This command supports creation of a specified volume, but you still need to mount the device in the system manually (see the example for Cent OS).

My instance is stuck in the "starting"/"stopping"/"rebooting'/"terminating" state. What should I do?

This is a known storage system performance issue that can also affect instance performance.

If encountered try to repeat the CLI command that led to this malfunction (or2start/or2stop/or2reboot/or2kill respectively) and add the '-g' or '--ignoreState' parameter at the end of it.

I try to describe my instance using 'or2din' command, but the 'Guest OS' field states 'not specified'. How do I find out the guest OS on my cloud machine?

Unfortunately, this functionality is limited by AWS's API. You can use Maestro CLI only to find out, whether your instance in the AWS regions is running a Windows-based OS.

My project is activated in Cloud, but I cannot perform any Cloud operations. What should I do?

To be able to perform Cloud operations, you need to have a User or Admin role on your project. You can check it in your UPSA profile. If you do not have any of these roles, please contact your project manager to set up a project role and permissions for you. For more details on roles specification, please, visit the User Permissions page.

I unsubscribed from Orchestrator notifications, but am still receiving them. Why does it happen and how can I stop it?

The user can unsubscribe only from those notifications that are allowed for customization. The customization allowance rules are set up by default or can be changed by the project manager/coordinator.

Thus, if you keep getting notifications from Orchestrator even after pressing the "Disable Notifications" button, it means that you cannot change the rules for these notifications. In such case, there are two possible options:

  • Set up Outlook to filter the unwanted messages
  • Address the project manager/coordinator to change the subscription rules for the project (as is described in the Subscriptions section of the Account Management Guide ) to disable the notifications for your user group or to allow customization for them.

However, there are still some messages you cannot be unsubscribed from. These can be messages related to the resources having you as the owner, or those delivered to the whole project team (in this case, delivery list is formed based on UPSA data and cannot be customized manually). We recommend to use Outlook filters in these cases.

I didn't find the answer to my question here. Where should I address?

If this section does not contain the answer to your question, please, address our Consulting Team.