Troubleshooting the appliance

Appliance not yet started or browser not behaving correctly

1. Wait for the appliance to start completely.

2. Refresh your browser and try again.

3. Open a new browser and try again.

4. As Infrastructure administrator, restart the appliance and try again.

Invalid authentication

1. Retype your login name and password in case you made an error.

2. Verify your login name and your group and role settings with the Infrastructure administrator. If the appliance was reset to its original factory settings, the Infrastructure administrator might need to reinstate you.

3. As Infrastructure administrator, restart the appliance and try again.

Appliance network settings are not properly configured

Minimum required privileges: Infrastructure administrator

1. Access the appliance console.

2. Examine the alerts on the Activity screen to help diagnose the problem.

3. On the Settings screen, verify that the following entries are correct:

   • Host name (if DNS is used, ensure that the appliance host name is a fully qualified domain name)

   • IP address

   • Subnet mask

   • Gateway address

4. For manual DNS assignment, verify that there are no errors in the IP addresses you entered for the primary and secondary DNS servers.

5. Verify that your local router is working.

6. Verify that the network is up and running.

External difficulties

1. Verify that your local router is working.

2. Verify that the network is up and running.

Appliance network not properly configured

Minimum required privileges: Infrastructure administrator

1. Verify that the IP address assignment is correct.

2. Verify that the DNS IP address is correct.

3. Verify that the DNS server is running.

Rebooting the appliance may solve the problem

1. Log in to the management KVM host on which the Foundation appliance is running and enter the command:

   virsh reboot hypervisor-name

2. Open the CloudSystem Console in your browser and wait for a login screen, then log in.

3. If a login screen does not appear, enter the following commands on the management host:

   virsh shutdown hypervisor-name

   virsh start hypervisor-name

4. Consider creating a support dump and sending it to HP to help diagnose the problem that occurred and to help improve the product.

   See Create a support dump file.

Internal server error

Minimum required privileges: Infrastructure administrator

1. Retry the shutdown action.

2. If the problem persists, create a support dump.

3. Contact your authorized support representative and provide them with the support dump.

   For information on contacting HP, see How to contact HP.

Internal server error

Minimum required privileges: Infrastructure administrator

1. Retry the restart action.

2. If the problem persists, create a support dump. For information, see Create a support dump file.

3. Contact your authorized support representative and provide them with the support dump.

   For information on contacting HP, see How to contact HP.

Appliance out of compliance

The peak number of virtual machines exceeds the licenses.

1. Add a license key. For the procedure, see Add a license key to the appliance.

2. Apply the licenses to unlicensed virtual machines.

Locked alert was created by a resource

1. Expand the alert and follow the recommended action described in Resolution.

2. If you need more information, expand the Event details and see the details for correctiveAction.

3. When the resource detects a change, it will change the alert status to Clear automatically.

Improper permission

1. If possible, log in as a privileged user. Otherwise, request that the Infrastructure administrator change your role so that you can see alerts for the physical resource type.

2. View the Activity screen.

Category status for a non-lifecycle alert was not created

1. Clear the alert. See Clear an activity.

2. Restore the alert. See Restore a cleared activity to the active state.

Resource posted a non-normal alert for an underlying problem

1. Expand the alert and follow the recommended action described in Resolution.

2. If you need more information, expand the Event details and see the details for correctiveAction.

3. When the resource detects a change, it will change the alert status to Clear automatically.

Improper authorization

Minimum required privileges: Infrastructure administrator

1. Only the Infrastructure administrator can download the audit log. Log in and then download the audit log.

Audit log was deleted

Minimum required privileges: Infrastructure administrator

1. Restart the appliance to create a new audit log and resume logging.

Audit log was edited

Minimum required privileges: Infrastructure administrator

1. Restart the appliance to create a new audit log and resume logging.

Audit log was deleted

Minimum required privileges: Infrastructure administrator

1. Restart the appliance to create a new audit log and resume logging.

License key is blank, incorrect, or invalid

1. Verify the license key you entered.

2. Provide proper values and make sure that the license key format is valid.

3. Try again.

4. If the problem persists, contact your authorized support representative.

License is already in use

1. Acquire a different license key.

2. Try again with the new license key.

License key has expired

1. Acquire a valid, current license key.

2. Try again with the new license key.

No license is assigned to the appliance

1. Assign the license.

2. Retry the operation.

Filter entry is blank or incorrect

1. Correct the filter criteria.

2. Retry the operation.