Most common problems and support
Most server-related issues can be resolved by checking your login details, network configuration, service status or the settings available in the Customer Portal. In the event of a hardware failure, a loss of access to the management infrastructure, or problems that cannot be resolved independently, please contact Atman’s technical support.
Before reporting a problem, it is worth carrying out some basic troubleshooting and gathering information that will help to identify the source of the issue more quickly.
Login problems
Login issues may relate to the Customer Portal, the server’s operating system or the IPMI/XCC management interface.
First of all, you should check:
whether the correct address for the control panel or interface is being used,
Have the username and password been entered correctly,
were any extra spaces added whilst copying the data,
Does the keyboard use the correct language layout,
is the Caps Lock key on,
Has the account been temporarily blocked following several failed login attempts,
Is the connection being blocked by a local firewall, a VPN or your browser settings?
If you are having problems logging in to the Customer Area, please use the password recovery procedure provided. If you do not receive the email allowing you to change your password, please check your spam folder and ensure that you are using the email address associated with your account.
If the problem relates to logging in to the server’s operating system, it is worth trying to gain access via the IPMI/XCC console. This allows you to check whether the system is functioning correctly, whether it has completed the boot process, and whether it is awaiting manual intervention.
If the operating system password is lost, it is the server administrator’s responsibility to recover or reset it. Depending on the system, it may be necessary to start the server in safe mode, use a rescue image or reinstall the system.
If the problem relates to access to IPMI/XCC, please check that the correct management address is being used and that access to it does not require a connection via a specified network, a VPN tunnel or another access method.
For security reasons, please do not include passwords in the body of your service request.
Problems with network access
The inability to access the server via the network may be due to the operating system configuration, the network service settings, or the user’s local infrastructure.
Basic diagnostics should include checking:
Is the server running,
has the operating system completed the boot process,
Is the network interface active,
whether the correct IP address has been configured on the interface,
whether the correct subnet mask or prefix length has been set,
whether the correct default gateway has been configured,
whether the DNS entries are correct,
whether the service the user is trying to connect to is running and listening on the correct port,
Is the system firewall blocking traffic,
whether the source IP address has been blocked by the server’s security mechanisms.
If a server does not respond to a ping command, this does not always indicate a fault. ICMP replies may be disabled in the operating system or blocked by a firewall. In this case, you should check the availability of a specific service, such as SSH, RDP, HTTPS or an application running on the server.
In the event of a complete loss of network access, it is recommended that you log in to the IPMI/XCC console and check the interface configuration directly within the operating system. It is also worth checking the routing table and the status of network services.
If the problem occurred following a change to the configuration, you should first analyse the operations carried out most recently, in particular:
a change in IP address,
changing the default gateway,
modification of firewall rules,
changes to static routes,
interface aggregation,
updating network drivers,
a change to the configuration of an application or service.
In environments using private networks, VRACK, port aggregation or other advanced features, you should also check that the configurations on both ends of the connection are compatible.
If the problem relates solely to the domain name, and the connection via the IP address is working correctly, the cause may lie with the DNS configuration. In this case, you should check the domain records, the DNS server settings and the propagation time for any changes made.
IPMI / XCC console problems
The IPMI/XCC console allows you to access the server regardless of the operating system’s status. However, problems with launching it may be due to browser settings, network restrictions, a session expiring, or the management interface being temporarily unavailable.
If you experience any problems with the console, please:
Log out of the IPMI/XCC console and log in again.
Refresh the page and restart the console.
Check that it works in a different browser.
Disable add-ons that block scripts, pop-ups or page elements.
Clear your browser’s cache and cookies.
Check that your browser isn’t blocking new windows from opening.
Check whether your local firewall or company network is blocking the connection.
Check whether the maximum number of active console sessions has already been reached.
End any unused or suspended remote sessions.
Please try again after a short while.
If the console window is visible but the keyboard or mouse is not responding correctly, click inside the console window and check the keyboard capture settings. Some key combinations may require the use of a special menu available within the console interface.
When mounting an ISO image, you should check that the image has been selected correctly, that the virtual media function is enabled, and that the server has been started from the correct device.
If the IPMI/XCC interface is available but the console remains inaccessible despite carrying out basic diagnostics, please report the issue to technical support.
You must not reset the management controller or update its software without consulting support if the operation could affect the availability of the service.
When to contact support
You should contact Atman’s technical support primarily if the problem relates to the physical infrastructure, service availability or elements that fall outside the scope of the user’s administration.
A report must be filed, amongst other things, in the following cases:
the inability to start the server,
the server failing to respond to power commands,
the unavailability of the IPMI/XCC interface,
no image on the remote console,
suspected failure of a hard drive, memory, power supply or other component,
the occurrence of hardware alarms,
unexpected server restarts or shutdowns,
a lack of network access despite the system being correctly configured,
suspected issues with the network port or cabling,
the unavailability of a feature ordered as part of the service,
problems with the operation of the backup service, firewall or any other additional service,
discrepancies between the service parameters ordered and those available,
the need to carry out an action requiring physical access to the server.
Atman’s technical support covers the infrastructure and services provided by the operator. As a rule, it does not include the administration of the client’s operating system, the configuration of applications, databases or user services, nor the analysis of errors resulting from changes made by the client, unless the scope of the contract provides for additional administrative services.
Before submitting a report, it is worth checking whether the problem occurs constantly or intermittently, and whether it can be reproduced. If the problem arose following a specific change, please include this information in your report.
In the event of critical incidents, such as the complete unavailability of a production service, a suspected hardware failure or the inability to start a server, the incident report should be assigned a priority level commensurate with the actual impact of the problem on the operation of the environment.
What data to prepare for notification
A complete and accurate referral helps to minimise the number of follow-up questions and speed up the start of the diagnostic process.
The application must include:
the name or identifier of the service,
server name,
the IP address of the server affected by the problem,
contract number or other identifier visible in the Customer Area,
a detailed description of the problem,
the date and, if possible, the exact time the problem occurred,
whether the problem is still occurring,
whether the problem is ongoing or intermittent,
a description of how the problem affects the service’s operation,
diagnostic procedures carried out to date,
the most recent changes made before the problem occurred,
the text of error messages,
results of basic tests,
screenshots, logs or configuration snippets, if relevant to the matter.
If you’re experiencing network issues, it’s worth including:
source and destination IP addresses,
the port number and the protocol used,
information on which network the call is being made from,
the result of the ping command, if available,
the result of a traceroute or tracert command,
the result of a test connecting to a specific port,
interface addressing configuration,
the routing table,
information on active firewall rules,
the approximate time the problem occurred, along with the time zone.
In the event of hardware problems, please provide the following:
symptoms visible on the console,
BIOS, UEFI or RAID controller messages,
alarms visible in IPMI/XCC,
the identifier of the component reporting the error,
information on recent restarts,
information on whether the server responds to commands to start, stop or restart it.
If you encounter problems with IPMI/XCC, it is worth noting the following:
Is there a login page available,
Is the login successful,
Does the problem affect the entire interface, or just the console,
the browser you are using and its version,
the text of the error message,
Does the problem also occur in another browser or on another network?
Do not include passwords, private SSH keys, one-off codes or any other confidential authentication details with your report. If it is necessary to provide additional access details, the method for doing so securely should be agreed with technical support.
A well-prepared report should enable the service to be clearly identified, the time the problem occurred to be specified, and the diagnostic process to begin without the need to obtain basic information from the user.