Cloud Orchestration

Troubleshooting

User Guide

November 2013

CIUG-12

Version 1

(for Orchestration v. 2.0.36 and later releases)

EPAM Cloud Orchestrator – Troubleshooting Guide

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Contents

Preface .................................................................................................................................... 3

About this Guide .............................................................................................................. 3

Audience ......................................................................................................................... 3

Troubleshooting ...................................................................................................................... 4

Table of Figures .............................................................................................................. 7

Version History ................................................................................................................ 7

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Preface

About this Guide

EPAM Cloud Orchestrator is a unified platform providing instant access to Computing

Resources and Cloud Services. Our team is doing their best to make the Orchestrator as user

friendly as it is possible. However, some issues may arise during the work. This short guide

gives you instructions on the way to resolve the possible problems quickly and easily.

Audience

This guide is designed for users and managers who work with their own infrastructure in

EPAM Cloud.

Please email your comments and feedback to EPAM Cloud Consulting at

SpecialEPM-CSUPConsulting@epam.com to help us provide you with documentation that is

as clear, correct and readable as possible

Thank you for using EPAM Cloud

NB: This manual is still a work in progress. Please, check regularly for updates and

provide us your remarks and suggestions.

EPAM Cloud Orchestrator – Troubleshooting Guide

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Troubleshooting

It may happen that you will get some errors or encounter other issues when working with

EPAM Cloud Orchestrator. Below is given a recommended troubleshooting procedure which

is intended to help you resolve your issues.

Problem?

Cannot manage my

infrastructure

Unexpected Behaviour

Can’t access Orchestrator

See the Audit page

See the Health Check page

See FAQCheck SIN

notifications

Report an incident

Figure 1 - Troubleshooting Scheme

1. In case you have problems with managing your infrastructure, can’t execute

commands or reach your VM, please, go to Orchestrator Audit page and ensure your

VM is available and not deleted by anyone.

2. If your VM is present and available, but CLI commands still don’t work for you, it is

possible, that due to technical issues, the connection to your region is broken. Please,

take a look at the Orchestration Healthcheck 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 advised to wait

for a while till the technical issues are fixed and the region performance is resumed.

In case of emergency, or when you have infrastructure configuration issues not related to

the regions performance, please, address the Help Desk or L1.5 team.

3. If you encounter an unexpected Orchestrator behavior, please, look at the FAQ pages

in EPAM Knowledge Base or at Orchestration web site. It is highly possible that the

solution is already described there.

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4. If you get an unexpected “Service under Maintenance” message when trying to login

to Orchestration web-site or “EPAM orchestration in progress” message when trying to

execute a CLI command, please, check whether you have received a corresponding SIN

notification on Orchestrator maintenance. If you haven’t received one, please, address

the Help Desk for further instructions and help.

5. If you have an issue that is not listed above, or you have performed the described steps,

but your issue is not solved due to one reason or another, please, submit an incident

request to EPAM Support Portal following the procedure below:

a. Login using your EPAM domain credentials

You will be redirected to the Main Menu Page.

b. Choose the ‘Submit an Incident’ option from the toolbar on the left

The ‘Select Interaction Template’ wizard opens

Figure 2 - Accessing the Submit Incident Menu

c. Scroll down and choose the ‘Private CLOUD : CLOUD Issue’ template.

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Figure 3 - Selecting an Interaction Template

d. Fill out the required fields (marked with red asterisks). You can provide additional data

or even attach some incident-related files (e.g. a screenshot) to your report. The more

data you provide, the easier it will be for the Support Team to solve your issue.

Figure 4 - Providing Incident Details

e. When you are finished click ‘Submit’ at the bottom of the page.

f. Check your email for updates on the incident status.

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Table of Figures

Figure 1 - Troubleshooting Scheme........................................................................................ 4

Figure 2 - Accessing the Submit Incident Menu ..................................................................... 5

Figure 3 - Selecting an Interaction Template .......................................................................... 6

Figure 4 - Providing Incident Details ....................................................................................... 6

Version History

Version Date Summary

1.0 November 28, 2013 First published

8 EPAM SYSTEMS

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