This guide is designed to help you troubleshoot common issues that you may experience while installing and maintaining a RightScale Cloud Appliance (RCA-V) for vSphere.
In order to successfully navigate through issues, you must have a proper understanding of your environment. Please refer to the RightScale Cloud Appliance (RCA-V) for vSphere: Administrator Guide for details of how the RCA-V fits into your vSphere environment.
Describing it very briefly, RCA-V sits in your vSphere environment and interacts with your vCenter Server. Key pieces of information are:
Credentials | Checked by | Set by | Storage | Purpose | Initial value | Comment |
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unix 'root' password | unix login | disabled | /etc/shadow | there is no root login capability, following Ubuntu best practices | disabled | Fully disabled. recommend not enabling |
'admin' password | unix login & nginx basic auth | admin UI | verifiers in /etc/shadow & /etc/nginx | authenticates customer admin for SSH and HTTP access | vscale2013@@ | recommend changing this initial value using admin UI |
'rightscale' password | nginx basic auth | admin UI | verifier in /etc/nginx | authenticates rightscale platform (GW) for HTTP access | disabled | Note: No SSH access for this user |
'services' password | unix login nginx basic auth | admin UI | verifiers in /etc/shadow & /etc/nginx | authenticates RS professional services for SSH and HTTP access | disabled | Customers should enable it for RightScale services as needed |
wstunnel token | wstunsrv and wstuncli | admin UI | plain text in /etc/defaults/wstuncli | ensures tunnel uniqueness and obfuscates access to tunnel for defense in-depth | random value | check in wstuncli, split off in admin UI |
tenant password | RCA-V | admin UI | obfuscated in /etc/vscale.conf | authenticate individual tenants' access to the cloud | disabled | new in 1.0 |
vCenter user/password | vCenter server | admin UI | obfuscated in /root/.vscalerc | access to vCenter for managing resources | unset | non-admin user recommended |
When everything is working fine, the following should happen:
When powered on, RCA-V should come up without any issues.
RCA-V should have at least one network interface (either with public or private IP address that has a route to the Internet).
RCA-V should be reachable via Console (using vSphere client)
RCA-V should be reachable via SSH (from within your firewall)
RCA-V establishes an outbound tunnel to RightScale Platform
In the Admin UI, all Status should be green
Condition | Troubleshooting Suggestions |
Is my appliance running? |
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How come I can see the IP address on the RCA-V but I can't ping it? |
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Why do I get a 502 error when I try to log in to the RCA-V console? | This could be due to couple of reasons:
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Why do I get a 401 error when I try to log in to the RCA-V console? | This is likely related to an authentication issue. If you have forgotten your password, you will have to use the vSphere client to log in to the appliance as the ‘root’ user. (Note: The ability to SSH into the instance as the 'root' user is not allowed.) |
I can log in to the RCA-V console but why is the cloud account's status red? (screenshot) | There are several reasons why the status may be red instead of green: A connectivity problem with the WebSocket tunnel between the RCA-V and RightScale platform could be a result of issues related to the wstuncli (tunnel client on the appliance) or wstunsrv (RightScale's tunnel server). Run the following UNIX command from a computer with Internet connectivity to make a request to the cloud's gateway controller. $ curl -kvu 'rightscale:<your_password>' https://wstunnel10-1.rightscale.com/_token/<your_token>/gw/v1/acct/<your_tenant_name>/instance-types
If everything is working as expected you should get a JSON response with the defined instance types for the vSphere cloud. However, if you don't get a response or receive a connection error, it's probably a problem with wstunsrv (RightScale's tunnel server). Please inform RightScale immediately. If there is an issue with wstuncli (tunnel client on the appliance), you will likely see the following response (see below) and need to restart wstuncli.
* Adding handle: conn: 0x7f83c3003a00
* Adding handle: send: 0
* Adding handle: recv: 0
* Curl_addHandleToPipeline: length: 1
* - Conn 0 (0x7f83c3003a00) send_pipe: 1, recv_pipe: 0
* About to connect() to wstunnel.test.rightscale.com port 443 (#0)
* Trying 50.112.73.62...
* Connected to wstunnel.test.rightscale.com (50.112.73.62) port 443 (#0)
* TLS 1.2 connection using TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA384
* Server certificate: *.test.rightscale.com
* Server certificate: Go Daddy Secure Certification Authority
* Server certificate: Go Daddy Class 2 Certification Authority
* Server certificate: http://www.valicert.com/
* Server auth using Basic with user 'rightscale'
> GET /_token/your_token/gw/v1/acct/ut-tenant1/instance-types HTTP/1.1
> Authorization: Basic cmlnaHRzY2FsZTp2c2NhbGUyMDEzQEA=
> User-Agent: curl/7.30.0
> Host: wstunnel.test.rightscale.com
> Accept: */*
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How do I reset the tunnel or restart wstuncli (on the RCA-V)? | There are two different ways to restart wstuncli.
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How do I register my vSphere cloud environment with RightScale? | See Register a vSphere Cloud with RightScale. |
How long does it take for all of my images and instances to appear in the RightScale Cloud Management Dashboard after I've registered or added a vSphere cloud? | Typically you should see your images and instances inside the RightScale Cloud Management Dashboard within a few minutes after adding a vSphere cloud environment to a RightScale account. Depending on the size of the cloud and the number of resources (e.g. running instances) you may need to wait 10 or more minutes before all of your resources are properly displayed in the Dashboard. If you think that it's taking longer than normal to display all of the resources, you can also manually (re)query the cloud's controller by logging in to the Dashboard and clicking the 'query' text link on the bottom of the Clouds > Your vSphere Cloud > Instances screen. |
How come I still do not see my images and instances even though it's been more than 10 minutes? | If it looks like you are still not seeing your images and/or instances in the RightScale Cloud Management Dashboard even after you've manually re-queried the cloud controller (see previous row) and you have not received an error message, you may have connectivity problems (between your vSphere cloud environment and RightScale) or an incorrect cloud token.
Check Connectivity
Check Cloud Redez-vous Token
$ curl -kvu 'rightscale:<your_password>' https://wstunnel10-1.rightscale.com/_token/<your_token>/gw/v1/acct/<your_tenant_name>/instance-types
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Where are the log files for the processes running on the appliance? |
vscale.log vscale-admin.log wstuncli.log If you happen to login to the appliance directly (using SSH), you will find the log files in /var/log directory |
Why is my virtual machine (VM) stuck in a 'booting' state? | There are several reasons that might cause a VM (instance) to become stranded in a 'booting' state.
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When you check the status of the VMware vSphere cloud (Settings > Account Settings > Clouds) and the status of the Cloud Controller is red (as shown below), it means that the RightScale platform cannot properly connect to the RCA-V and/or related vSphere cloud. There could be several issues that could cause this type of problem.
See the RightScale Cloud Appliance for vSphere (RCA-V): Installation Guide. | |
Why is the Cloud Account status red (and not green)? | When you check the status of the VMware vSphere cloud (Settings > Account Settings > Clouds) and the status of the Cloud Account is red (as shown below), it means that there is a problem with your cloud's subscription.
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