Difference between revisions of "Troubleshooting Node Deployment Errors"

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m (Add details on accessing setupOS shell)
(Added general troubleshooting steps. Cleaned up whole guide)
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If you need Dell to service your machine, then these links will assist in [[Retrieving a Dell TSR Log|retrieving a Dell TSR Log]] and in resetting the iDRAC password.
 
If you need Dell to service your machine, then these links will assist in [[Retrieving a Dell TSR Log|retrieving a Dell TSR Log]] and in resetting the iDRAC password.
  
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If you encounter an error not listed here, please capture a screenshot and detail when it happened, which stage in onboarding you were at, the status of any lights on the server, and any other relevant details. Post your issue and accompanying screenshots in the [https://app.element.io/#/room/#ic-node-providers:matrix.org IC Node Provider Matrix channel].
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== General troubleshooting steps ==
 +
'''Please complete all these steps before messaging in the Matrix channel.'''
  
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== Node won't register to the IC ==
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# <span class="s1"></span>Make sure you are using '''[https://dashboard.internetcomputer.org/releases the latest IC-OS release].'''
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# <span class="s1"></span>Be sure you are using the correct Node deployment guide:
 +
#* [[Node Deployment Guide (with an HSM)|Legacy (Gen-1) Node Deployment Guide (with an HSM)]]
 +
#* [[Node Deployment Guide|Current (Gen-2) Node Deployment Guide (without an HSM)]]
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# <span class="s1"></span>Reread '''all''' the directions in your node deployment guide to make sure you aren’t missing something. The directions are precise, and they do change slightly over time.
 +
# <span class="s1"></span>Restart the node deployment process from the very beginning. See if you can reproduce the error you are encountering.
 +
# <span class="s1"></span>Try to deploy to a different node machine. See if you can reproduce the error on multiple node machines.
 +
# <span class="s1"></span>Take extra care to make sure you [[Node Provider Onboarding#5.%20Choose%20onboarding%20path%20.28HSM%20vs%20no%20HSM.29|set up you Node Operator keys correctly.]]
 +
# <span class="s1"></span>Reread the [[Node Provider Networking Guide]]. Make sure you aren’t violating anything in the networking “[[Node Provider Networking Guide#What NOT to do|What NOT to do]]” section
 +
 
 +
 
 +
If you are still encountering deployment issues, read the rest of this guide. If you still can't successfully onboard your nodes, please capture a screenshot and detail when it happened, which stage in onboarding you were at, the status of any lights on the server, and any other relevant details. Post your issue and accompanying screenshots in the [https://app.element.io/#/room/#ic-node-providers:matrix.org IC Node Provider Matrix channel].
 +
 
 +
== Node registration failure ==
 
==== Example Error ====
 
==== Example Error ====
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You successfully installed a node and you don't see any errors, but your node ID is not visible on the [https://dashboard.internetcomputer.org/ dashboard].  
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You successfully installed your node without errors, but now, your node is failing to register with the IC and your Node ID is not visible on the [https://dashboard.internetcomputer.org/ dashboard].  
  
 
==== Common Causes ====
 
==== Common Causes ====
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Additionally, [https://wiki.internetcomputer.org/wiki/Node_Provider_Networking_Guide#What_NOT_to_do verify that there is no external network filtering] (external firewalls, packet filters, rate limiters).
 
Additionally, [https://wiki.internetcomputer.org/wiki/Node_Provider_Networking_Guide#What_NOT_to_do verify that there is no external network filtering] (external firewalls, packet filters, rate limiters).
  
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== Getting a shell during Node (SetupOS) installation, to troubleshoot a failure ==
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== IC-OS installation failure: Missing Drives ==
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* Hit enter until you see a login prompt
 
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* Log in with user <code>root</code> and empty password
 
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* Now you have root access for diagnostics, etc
 
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== Orchestrator Started ==
 
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This message is not an error, nor is it confirmation that the node is running properly.
 
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* Check [https://dashboard.internetcomputer.org/ the dashboard] to check the status of that particular node. (Status explanations are [[Node Provider Troubleshooting#Node%20Status%20on%20the%20Dashboard|here]].) Use the principal ID that was assigned to the node when it was onboarded to identify it.
 
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* If the node is not visible on the dashboard then it has not registered with the Internet Computer.
 
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** If you have recently installed a current IC-OS image, then you can try inserting the HSM and/or a reboot to see if it joins. This would work if the IC-OS installation was successful and only the registration and joining was interrupted.
 
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** If you have ''not'' recently installed a current IC-OS image, then do ''not'' insert the HSM. You do not want the node to rejoin with an old IC-OS image, as it will only fail again. Instead, you should consider [[Updating Firmware|upgrading the firmware]] if it is running on old versions, and then redeploy the node with [[Node Provider Documentation|a fresh/current IC-OS image]] (which will assign a new principal to the node so that you can identify it in the dashboard.)
 
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== General Troubleshooting ==
 
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During the IC-OS installation, you may hit enter to obtain console access to troubleshoot any issues you are encountering. You can also hit enter at the error page in order to access the console.
 
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Once you have console access, in order to stop the IC-OS installation service, enter:
 
−
 
 
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<syntaxhighlight lang="shell">$ systemctl stop setupos</syntaxhighlight>
 
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== Missing Drives ==
 
 
==== Example Error ====
 
==== Example Error ====
 
  --------------------------------------------------------------------------------
 
  --------------------------------------------------------------------------------
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Check that all drives are fully seated and installed correctly, or install the required number of drives. You may be able to check the drives for indication LEDs to see which may not be installed or functioning correctly.
 
Check that all drives are fully seated and installed correctly, or install the required number of drives. You may be able to check the drives for indication LEDs to see which may not be installed or functioning correctly.
  
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== Invalid CPU Configuration ==
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== IC-OS installation failure: Invalid CPU Configuration ==
 
==== Example Error ====
 
==== Example Error ====
  
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  --------------------------------------------------------------------------------
 
  --------------------------------------------------------------------------------
 
                                     ERROR
 
                                     ERROR
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  --------------------------------------------------------------------------------
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  --------------------------------------------------------------------------------<br />
−
 
 
−
 
 
 
==== Common Causes ====
 
==== Common Causes ====
 
Issues related to CPU capability usually mean that the CPUs are not configured correctly in the system BIOS.
 
Issues related to CPU capability usually mean that the CPUs are not configured correctly in the system BIOS.
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==== Suggested Solutions ====
 
==== Suggested Solutions ====
 
Please check that BIOS settings are configured correctly. It may be helpful to reset all settings to factory defaults, and go through the BIOS configuration again.
 
Please check that BIOS settings are configured correctly. It may be helpful to reset all settings to factory defaults, and go through the BIOS configuration again.
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== Unable to Reach Internet ==
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== IC-OS installation failure: Unable to Reach Internet ==
 
==== Example Error ====
 
==== Example Error ====
  
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If this does match the expected configuration, please attempt to diagnose any machines between this node and the rest of the internet. This could be due to improper firewall configuration, or an issue with the data center’s network. If all configuration looks correct, please attempt to reboot any machines between this node and the rest of the Internet. In most cases, this would be a firewall. Rebooting the firewall - even if it seems to be operating correctly - has resolved this issue many times.
 
If this does match the expected configuration, please attempt to diagnose any machines between this node and the rest of the internet. This could be due to improper firewall configuration, or an issue with the data center’s network. If all configuration looks correct, please attempt to reboot any machines between this node and the rest of the Internet. In most cases, this would be a firewall. Rebooting the firewall - even if it seems to be operating correctly - has resolved this issue many times.
  
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== Unable to setup PV ==
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== IC-OS installation failure: Unable to setup PV ==
 
==== Example Error ====
 
==== Example Error ====
  
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==== Suggested Solutions ====
 
==== Suggested Solutions ====
 
Please try to remove and re-install all drives, before attempting to install the node again. It may be helpful to independently verify that each drive is functioning correctly.
 
Please try to remove and re-install all drives, before attempting to install the node again. It may be helpful to independently verify that each drive is functioning correctly.
 +
 +
== Troubleshooting IC-OS installation failure: Getting a shell ==
 +
* During the IC-OS installation, you may hit enter to obtain console access to troubleshoot any issues you are encountering. You can also hit enter at the error page in order to access the console. Hit enter until you see a login prompt
 +
* Log in with user <code>root</code> and empty password
 +
* Now you have root access for diagnostics, etc

Revision as of 16:25, 13 March 2024

This page has some error codes that may display as you are onboarding your nodes. Please review the examples, causes, and proposed solutions before reaching out on the IC Node Provider Matrix channel.

If you need Dell to service your machine, then these links will assist in retrieving a Dell TSR Log and in resetting the iDRAC password.

General troubleshooting steps

Please complete all these steps before messaging in the Matrix channel.

  1. Make sure you are using the latest IC-OS release.
  2. Be sure you are using the correct Node deployment guide:
  3. Reread all the directions in your node deployment guide to make sure you aren’t missing something. The directions are precise, and they do change slightly over time.
  4. Restart the node deployment process from the very beginning. See if you can reproduce the error you are encountering.
  5. Try to deploy to a different node machine. See if you can reproduce the error on multiple node machines.
  6. Take extra care to make sure you set up you Node Operator keys correctly.
  7. Reread the Node Provider Networking Guide. Make sure you aren’t violating anything in the networking “What NOT to do” section


If you are still encountering deployment issues, read the rest of this guide. If you still can't successfully onboard your nodes, please capture a screenshot and detail when it happened, which stage in onboarding you were at, the status of any lights on the server, and any other relevant details. Post your issue and accompanying screenshots in the IC Node Provider Matrix channel.

Node registration failure

Example Error

You successfully installed your node without errors, but now, your node is failing to register with the IC and your Node ID is not visible on the dashboard.

Common Causes

The node has installed and launched successfully, but is unable to join the network. This could be due to an out-of-date IC-OS installation image, trouble contacting the NNS, or node installation limits on the network.

Suggested Solutions

Please verify that a recent IC-OS installation image version is being used, and check https://dashboard.internetcomputer.org/ to see how many nodes are currently registered under your Node Provider. If there are more nodes listed than expected, or if there are multiple nodes overlapping, please have any extra nodes removed from the network before attempting to install again. This can be caused if multiple installations have been performed on the same hardware, without cleaning up the records from the network.

Additionally, verify that there is no external network filtering (external firewalls, packet filters, rate limiters).

IC-OS installation failure: Missing Drives

Example Error

--------------------------------------------------------------------------------
                      INTERNET COMPUTER - SETUP - FAILED
--------------------------------------------------------------------------------



       Please contact the Node Provider Matrix channel for support.

 

--------------------------------------------------------------------------------
                                    ERROR
--------------------------------------------------------------------------------


Not enough drives found. Are all drives correctly installed?
 

--------------------------------------------------------------------------------
                                    ERROR
--------------------------------------------------------------------------------

Another version of it might say "Aggregate Disk size does not meet requirements"

Common Causes

This error means that the IC-OS installation medium could not detect all required drives. This is a common issue, even if you believe that all drives are installed correctly. Some of them may not be functioning properly, or may not be fully seated into the chassis.

Suggested Solutions

Check that all drives are fully seated and installed correctly, or install the required number of drives. You may be able to check the drives for indication LEDs to see which may not be installed or functioning correctly.

IC-OS installation failure: Invalid CPU Configuration

Example Error

--------------------------------------------------------------------------------
                      INTERNET COMPUTER - SETUP - FAILED
--------------------------------------------------------------------------------



       Please contact the Node Provider Matrix channel for support.


--------------------------------------------------------------------------------
                                    ERROR
--------------------------------------------------------------------------------

Number of threads (16/32) does NOT meet system requirements.

--------------------------------------------------------------------------------
                                    ERROR
--------------------------------------------------------------------------------

Common Causes

Issues related to CPU capability usually mean that the CPUs are not configured correctly in the system BIOS.

Suggested Solutions

Please check that BIOS settings are configured correctly. It may be helpful to reset all settings to factory defaults, and go through the BIOS configuration again.

IC-OS installation failure: Unable to Reach Internet

Example Error

--------------------------------------------------------------------------------
                      INTERNET COMPUTER - SETUP - FAILED
--------------------------------------------------------------------------------



       Please contact the Node Provider Matrix channel for support.
 


--------------------------------------------------------------------------------
                                    ERROR
--------------------------------------------------------------------------------
 
 
 Unable to ping IPv6 gateway.
 
 
--------------------------------------------------------------------------------
                                    ERROR
--------------------------------------------------------------------------------

Common Causes

This error means that the node is not able to communicate with the network properly. This can be due to a misconfigured network configuration, or due to issues somewhere between the node and the rest of the internet.

Suggested Solutions

Please try to capture any output that is displayed before this error shows. For example: 

* Printing user defined network settings...
 IPv6 Prefix : XXX
 IPv6 Subnet : XXX
 IPv6 Gateway: XXX
 
* Printing system's network settings...
 IPv6 Prefix : XXX
 IPv6 Subnet : XXX
 IPv6 Gateway: XXX
 
* Printing IPv6 addresses...
 SetupOS: XXX
 HostOS : XXX
 GuestOS: XXX

Please compare this, and the initial configuration, to what you expect. If this configuration does not match, please update the initial configuration, and try again.

If this does match the expected configuration, please attempt to diagnose any machines between this node and the rest of the internet. This could be due to improper firewall configuration, or an issue with the data center’s network. If all configuration looks correct, please attempt to reboot any machines between this node and the rest of the Internet. In most cases, this would be a firewall. Rebooting the firewall - even if it seems to be operating correctly - has resolved this issue many times.

IC-OS installation failure: Unable to setup PV

Example Error

--------------------------------------------------------------------------------
                      INTERNET COMPUTER - SETUP - FAILED
--------------------------------------------------------------------------------



       Please contact the Node Provider Matrix channel for support.
 


--------------------------------------------------------------------------------
                                    ERROR
--------------------------------------------------------------------------------
 
 
 Unable to setup PV on drive '/dev/nvme8n1'.
 
 
--------------------------------------------------------------------------------
                                    ERROR
--------------------------------------------------------------------------------

Common Causes

This error means that the node is able to recognize that a drive is installed, but is unable to write to it. This could indicate that there is a hardware issue with the drive.

Suggested Solutions

Please try to remove and re-install all drives, before attempting to install the node again. It may be helpful to independently verify that each drive is functioning correctly.

Troubleshooting IC-OS installation failure: Getting a shell

  • During the IC-OS installation, you may hit enter to obtain console access to troubleshoot any issues you are encountering. You can also hit enter at the error page in order to access the console. Hit enter until you see a login prompt
  • Log in with user root and empty password
  • Now you have root access for diagnostics, etc
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