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troubleshooting_port_disconnected.md

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copyright lastupdated keywords subcollection content-type
years
2023, 2024
2024-08-01
troubleshoot, tips, error, problem, troubleshoot bare metal, bare metal troubleshooting
bare-metal
troubleshoot

{{site.data.keyword.attribute-definition-list}}

Why is my server status disconnected when it isn't disconnected?

{: #troubleshoot-bm-portal-disconnected} {: troubleshoot} {: support}

Your bare metal server is showing as down or disconnected, but it's up and running. {: tsSymptoms}

{{site.data.keyword.cloud}} uses a ping test to determine whether your bare metal server is connected or disconnected. If you see that your server status is disconnected, but the server is running, then one of the following issues might be the cause. {: tsCauses}

  • A firewall or gateway is blocking the pings.
  • The operating system firewall is blocking the pings.
  • Network latency or high server load. {: tsCauses}

Use one of the following options to resolve the issue. {: tsResolve}

  • A firewall or gateway is blocking pings.

    Your firewall might be blocking ICMP traffic. For more information, see Allowing SSH and pinging to a public subnet.

    • Check that your firewall rules allow ping traffic from {{site.data.keyword.cloud}} IP ranges. For more information about IP ranges, see {{site.data.keyword.cloud}} IP ranges.

    • You can test whether the firewall is blocking traffic by running a traceroute from your workstation to the bare metal server. Notice whether the traceroute stops at a particular IP. If that is the IP of a firewall or gateway that you are using, then that is probably what is blocking pings. Contact your firewall administrator for guidance.

    • You can temporarily bypass the firewall or gateway and see whether the status of the server changes.

  • Your operating system firewall is blocking pings.

    • Windows

    The Windows firewall might be blocking internet access. As a quick test, you can disable the Windows firewall, then check whether the status of the server changes. If the server status is connected after you disable the Windows firewall, you need to review your firewall rules and make any appropriate changes.

    • Linux

    One or more of the iptables entries might be blocking pings from the portal. You can temporarily disable iptables to verify the problem. To disable iptables, make one of the following edits to the entry.

    • # /etc/rc.d/init.d/iptables stop
    • # /etc/rc.d/init.d/ip6tables stop
    • # chkconfig iptables off
    • # chkconfig ip6tables off

    If the server status is connected after you disable iptables, you need to review your iptables rules and make any appropriate changes. It takes some time for the server status to update.

  • Network latency or high server load

    Ping monitoring is enabled when a server is provisioned, but it needs to be configured. Use the following steps to configure the server.

    1. Log in to {{site.data.keyword.cloud}} and open the device details for the server.
    2. Click Monitoring. You can configure the IP address to be pinged, the type of ping, and the users to be notified.
    3. If you are getting many false alerts, select Slow ping and use a private IP. Slow ping doesn't fail because of slow server response that is caused by high latency or high server load.

If your server status is still down or disconnected, see Getting help and support. When you open an IBM support case, provide all the details of the troubleshooting steps that you completed.