Difference between revisions of "Troubleshooting Node Deployment Errors"
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#* [[Node Deployment Guide|Current (Gen-2) Node Deployment Guide (without an HSM)]] | #* [[Node Deployment Guide|Current (Gen-2) Node Deployment Guide (without an HSM)]] | ||
# <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>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>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 | + | # <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. |
| − | # <span class="s1"></span>Restart '''everything''' you can between the node machine and the internet (router, firewall, etc.) | + | # <span class="s1"></span>Confirm the networking information inputted to your <code>config.ini</code> file is correct. |
| − | # <span class="s1"></span>Restart the node deployment process from the very beginning. Try to reproduce the error you are encountering. | + | #<span class="s1"></span>Restart '''everything''' you can between the node machine and the internet (router, firewall, etc.) |
| − | # <span class="s1"></span>Try to deploy to a different node machine (one that is not being used in a subnet). Try to reproduce the error on multiple node machines. | + | #<span class="s1"></span>Restart the node deployment process from the very beginning. Try to reproduce the error you are encountering. |
| − | # <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> | + | #<span class="s1"></span>Try to deploy to a different node machine (one that is not being used in a subnet). Try to 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> | ||
| − | === Support request information requirements === | + | === Support request information requirements=== |
If you are still encountering deployment issues, '''read the rest of this guide'''. If you still can't successfully deploy your nodes, post a support request message in the [https://app.element.io/#/room/#ic-node-providers:matrix.org IC Node Provider Matrix channel] containing '''ALL''' the following information: | If you are still encountering deployment issues, '''read the rest of this guide'''. If you still can't successfully deploy your nodes, post a support request message in the [https://app.element.io/#/room/#ic-node-providers:matrix.org IC Node Provider Matrix channel] containing '''ALL''' the following information: | ||
*'''A confirmation that you ran through the above general troubleshooting steps''' | *'''A confirmation that you ran through the above general troubleshooting steps''' | ||
| − | * A screenshot of your issue | + | *A screenshot of your issue |
| − | * The stage of the onboarding in which you are failing | + | *The stage of the onboarding in which you are failing |
| − | * What deployment method you are using: | + | *What deployment method you are using: |
**[[Node Deployment Guide (with an HSM)|Legacy (Gen-1) Node Deployment Guide (with an HSM)]] | **[[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)]] | **[[Node Deployment Guide|Current (Gen-2) Node Deployment Guide (without an HSM)]] | ||
| − | * Is this your first time performing an IC-OS installation? | + | *Is this your first time performing an IC-OS installation? |
* Is this your first time performing an IC-OS installation ''in this data center''? | * Is this your first time performing an IC-OS installation ''in this data center''? | ||
| − | * Is this your first time performing an IC-OS installation ''with this Node Operator Key?'' | + | *Is this your first time performing an IC-OS installation ''with this Node Operator Key?'' |
| − | * Can you reproduce this issue? | + | *Can you reproduce this issue? |
| − | * Machine hardware details (Gen1 / Gen2, server brand) | + | *Machine hardware details (Gen1 / Gen2, server brand) |
| − | * The datacenter out of which you are attempting to deploy | + | *The datacenter out of which you are attempting to deploy |
| − | * Any other details you see as relevant | + | * Any other details you see as relevant |
If you post a support request message that doesn't include '''ALL''' the above information, you will be asked to do so. | If you post a support request message that doesn't include '''ALL''' the above information, you will be asked to do so. | ||
| − | == Node registration failure == | + | ==Node registration failure== |
| − | ==== Example Error ==== | + | ==== 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 [https://dashboard.internetcomputer.org/ dashboard]. | 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==== |
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. | 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 ==== | + | ====Suggested Solutions ==== |
Please verify that a recent [https://dashboard.internetcomputer.org/releases 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. | Please verify that a recent [https://dashboard.internetcomputer.org/releases 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, [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). | ||
| − | == IC-OS installation failure: Missing Drives == | + | ==IC-OS installation failure: Missing Drives == |
==== Example Error ==== | ==== Example Error ==== | ||
-------------------------------------------------------------------------------- | -------------------------------------------------------------------------------- | ||
| Line 76: | Line 77: | ||
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. | 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 ==== | + | ====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. | 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 == | + | ==IC-OS installation failure: Invalid CPU Configuration == |
| − | ==== Example Error ==== | + | ==== Example Error==== |
-------------------------------------------------------------------------------- | -------------------------------------------------------------------------------- | ||
| Line 100: | Line 101: | ||
ERROR | ERROR | ||
--------------------------------------------------------------------------------<br /> | --------------------------------------------------------------------------------<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. | ||
| − | ==== 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. | ||
| − | == IC-OS installation failure: Unable to Reach Internet == | + | ==IC-OS installation failure: Unable to Reach Internet == |
| − | ==== Example Error ==== | + | ==== Example Error==== |
-------------------------------------------------------------------------------- | -------------------------------------------------------------------------------- | ||
| Line 130: | Line 131: | ||
-------------------------------------------------------------------------------- | -------------------------------------------------------------------------------- | ||
| − | ==== Common Causes ==== | + | ====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. | 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 ==== | + | ====Suggested Solutions ==== |
Please try to capture any output that is displayed before this error shows. For example: | Please try to capture any output that is displayed before this error shows. For example: | ||
* Printing user defined network settings... | * Printing user defined network settings... | ||
| Line 154: | Line 155: | ||
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. | ||
| − | == IC-OS installation failure: Unable to setup PV == | + | ==IC-OS installation failure: Unable to setup PV == |
| − | ==== Example Error ==== | + | ==== Example Error==== |
-------------------------------------------------------------------------------- | -------------------------------------------------------------------------------- | ||
| Line 179: | Line 180: | ||
-------------------------------------------------------------------------------- | -------------------------------------------------------------------------------- | ||
| − | ==== Common Causes ==== | + | ====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. | 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 ==== | + | ====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 == | + | ==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 | + | *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 | + | *Log in with user <code>root</code> and empty password |
| − | * Now you have root access for diagnostics, etc | + | *Now you have root access for diagnostics, etc |
Revision as of 19:25, 21 May 2024
This page has some error codes that may display as you are onboarding your nodes. Please review this guide in its entirety 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.
- Make sure you are using the latest IC-OS release. If you are not sure if you are using the latest release, download the latest release and retry your node deployment.
- Make sure you are using the proper Node deployment guide:
- 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.
- Reread the Node Provider Networking Guide. Make sure you aren’t violating anything in the networking “What NOT to do” section.
- Confirm the networking information inputted to your
config.inifile is correct. - Restart everything you can between the node machine and the internet (router, firewall, etc.)
- Restart the node deployment process from the very beginning. Try to reproduce the error you are encountering.
- Try to deploy to a different node machine (one that is not being used in a subnet). Try to reproduce the error on multiple node machines.
- Take extra care to make sure you set up you Node Operator keys correctly.
Support request information requirements
If you are still encountering deployment issues, read the rest of this guide. If you still can't successfully deploy your nodes, post a support request message in the IC Node Provider Matrix channel containing ALL the following information:
- A confirmation that you ran through the above general troubleshooting steps
- A screenshot of your issue
- The stage of the onboarding in which you are failing
- What deployment method you are using:
- Is this your first time performing an IC-OS installation?
- Is this your first time performing an IC-OS installation in this data center?
- Is this your first time performing an IC-OS installation with this Node Operator Key?
- Can you reproduce this issue?
- Machine hardware details (Gen1 / Gen2, server brand)
- The datacenter out of which you are attempting to deploy
- Any other details you see as relevant
If you post a support request message that doesn't include ALL the above information, you will be asked to do so.
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 consult the wiki guide: Troubleshooting Node Deployment Errors.
--------------------------------------------------------------------------------
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 consult the wiki guide: Troubleshooting Node Deployment Errors.
--------------------------------------------------------------------------------
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 consult the wiki guide: Troubleshooting Node Deployment Errors.
--------------------------------------------------------------------------------
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 consult the wiki guide: Troubleshooting Node Deployment Errors.
--------------------------------------------------------------------------------
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
rootand empty password - Now you have root access for diagnostics, etc