> For the complete documentation index, see [llms.txt](https://docs.i3d.net/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.i3d.net/compute/flexvm/troubleshooting.md).

# Troubleshooting

This page lists common issues and how to resolve them. If you can't resolve an issue yourself, see [Getting help](#getting-help) at the bottom of the page.

## VM provisioning and state

### VM is stuck in `provisioning` or never reaches `running`

The Cloud has no free capacity to place the VM, or the requested instance type cannot be placed on any of the Cloud's Nodes.

* Add a Node to the Cloud to increase capacity — see [Scaling Nodes](/compute/flexvm/creating-a-cloud-and-nodes.md#scaling-nodes).
* Confirm the instance type is available in your Cloud.
* If the VM stays in `provisioning` after capacity is available, contact support.

### VM is in the `failed` state

The VM hit an error during provisioning or operation. A `failed` VM cannot be recovered.

* Delete the VM and create a new one.
* If VMs repeatedly enter `failed`, contact support.

See [VM Lifecycle and States](/compute/flexvm/vm-lifecycle-and-states.md) for the full list of states.

## Connectivity and access

### Cannot SSH into a running VM

* **SSH key wrong or missing** — keys are set at creation and cannot be changed afterwards. Recreate the VM with the correct public key.
* **User-data did not configure access** — if the VM was created with `user_data` instead of `ssh_keys`, FlexVM installs no keys of its own: the user account and its keys or password must come from your user-data. Recreate the VM with corrected user-data. See [Cloud-init user-data](/compute/flexvm/cloud-init-user-data.md).
* **VM not ready** — confirm the VM is `running`, not still `starting`. On Windows, `running` is not the same as reachable: Cloudbase-Init is still applying the network configuration and any user-data script after that point, and a script that installs the OpenSSH server capability takes a few minutes on its own. Expect roughly 7 minutes before SSH answers, and wait out the first ten before troubleshooting. See [Windows images](/compute/flexvm/cloud-init-user-data.md#windows-images).
* **Client IP not whitelisted** — verify your IP whitelisting.
* **Network reachability** — VMs are reachable only within your Tenant VLAN. Connect from within that network. See [Network Configuration](/compute/flexvm/network-configuration.md).
* **Windows: firewall rule scoped to the wrong profile** — Windows OpenSSH uses port 22 like Linux, but a firewall rule only applies to the profile the VM's network is in, and Windows classifies an unidentified network as Public. An `OpenSSH-Server-In-TCP` rule that is enabled but scoped to Private or Domain blocks SSH while `sshd` runs normally. Log in over RDP and compare the two:

  ```powershell
  Get-NetConnectionProfile | Select-Object Name, NetworkCategory
  Get-NetFirewallRule -Name OpenSSH-Server-In-TCP | Select-Object Enabled, Profile
  ```

  Fix it by widening the rule rather than reclassifying the network, so it survives the network being re-identified: `Set-NetFirewallRule -Name 'OpenSSH-Server-In-TCP' -Enabled True -Profile Any`. See [Windows images](/compute/flexvm/cloud-init-user-data.md#windows-images).
* **Windows: `sshd` not running** — the OpenSSH server capability does not always register the service on the boot it is installed. Check `Get-Service sshd` and the Cloudbase-Init log at `C:\Program Files\Cloudbase Solutions\Cloudbase-Init\log\cloudbase-init.log` to see whether the user-data script ran and where it stopped.

### GPU or NVMe device not visible inside the VM

Passthrough devices require the appropriate drivers in the guest OS.

* Install and verify the GPU/NVMe drivers inside the VM.
* Confirm you used an image compatible with the passthrough hardware.

## Cloud and Node management

### `409 Conflict` when creating a Cloud

A Cloud with the same name already exists. Choose a unique name.

### Cannot delete a Node (`node_has_vms` / `node_not_running`)

* `node_has_vms` — the Node still hosts active VMs. Move or delete those VMs first.
* `node_not_running` — the Node is in a transitional state (e.g. still provisioning or already being removed). Wait until it settles.

### Cannot delete a Cloud

The Cloud still has active VMs. Delete all VMs in the Cloud first.

## API errors

### `401` / `403` on API calls

* The `PRIVATE-TOKEN` header is missing or invalid — check your API token.
* The calling IP is not whitelisted — add it to your whitelist.

See [API v3 Authentication](/game-hosting/overview/apiv3-authentication.md).

### A list endpoint returns only 25 results

This is the default page size. Use the `RANGED-DATA` header to page through larger result sets — see [Getting started with FlexVM](/compute/flexvm/getting-started-with-flexvm.md#pagination).

## Getting help

If you can't resolve an issue — especially anything related to networking, which is configured by i3D.net internal teams — contact i3D.net support. Include your **Tenant (K#)**, the **Cloud UUID**, and the **VM UUID** so we can locate the resources quickly.


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