Troubleshooting

Common troubleshooting guidance for Cloud Management Platform (CMP)

  2 minute read  

System status

View the health of CMP services at Admin > System Status. This is a good first step when diagnosing unexpected behavior.

Provisioning issues and parameters

For what the VM Customization Timeout and Post Provisioning Delay parameters do, where you can set them, and which resource handlers use them, see Waiting for a server to be ready.

“Customization timeout” errors

If a provisioning job fails due to a customization timeout on the resource handler side or because the server is not fully customized (for example, the hostname is not set correctly), increase the VM Customization Timeout parameter.

The default depends on the resource handler and possibly the OS family. Check the failing job log to see which default applied, then set a longer wait. For example, if your VMware Windows servers are taking longer than the default 600 seconds, set a Global Parameter Default for VM Customization Timeout that applies only to Windows and has a value of 900 seconds.

Job fails with VM not fully configured

A resource handler may report that customization is complete while it is still working in the background. Specifying a Post Provisioning Delay can help resolve the issue.

This parameter differs from VM Customization Timeout in that it applies after customization completes and does not directly impact whether a failure timeout occurs. It is useful when post-customization provisioning operations, such as post-provisioning orchestration actions, fail because the server is not yet ready.

Other parameters

Go to Admin > Parameters for the list of available parameters.

Other troubleshooting resources

Troubleshooting is also available for specific areas of the product:

If you cannot find what you need, open a support ticket or review Help us help you for guidance.