Troubleshooting

Check the affected task and note the error and time before changing anything. Controls depend on the installed release, plan and host permissions. VPS users should contact their host; shell commands below are for panel administrators.

Installation or Update Failure

Panel administrator: Check the release's compatibility list, required PHP loader for both web and command-line PHP, and the installer error. Preserve the log. If commands are available, run these from the panel directory using the configured PHP and account:

php artisan pterocloud:compatibility
php artisan pterocloud:verify
php artisan pterocloud:health
php artisan pterocloud:diagnose

Use the Setup Assistant or Support Center where available. Do not repeatedly reinstall, downgrade files, change database records or relax file permissions to bypass an error. For license problems, check your purchase details privately with Krapple Studios; never send the key.

Provider Offline

Panel administrator: Check the endpoint, DNS, firewall, Proxmox availability, certificate trust and dedicated token permissions. Do not disable TLS verification.

php artisan pterocloud:proxmox:test PROVIDER_UUID

Use the provider reference from the admin interface. See Proxmox Setup.

VPS Stuck Provisioning

• VPS user: Submit once, check progress and report the task to your host if it stalls.
• Panel administrator: Check required queue workers, scheduler, Redis, provider, image and capacity. Run php artisan pterocloud:setup:verify to check setup. Confirm whether the VPS already exists before retrying; do not create a replacement blindly.

IP Allocation Failure

• VPS user: Ask your host to check address availability and your plan.
• Panel administrator: Check that the intended pool is enabled, has available addresses and matches the location and network. Verify plan limits and gateway settings. Use only addresses assigned to you; do not reclaim an address still used by a customer.

Storage Full

• VPS user: Check your own disk usage to distinguish a full guest filesystem from a host-side storage error. Back up data before removing files or requesting a resize.
• Panel administrator: Check actual provider capacity and storage health. Pause new storage-consuming work while resolving shortages; do not delete unfamiliar disks or backups.

Console Not Working

• VPS user: Confirm the VPS is running, sign in again and reopen the console if your host enables it.
• Panel administrator: Check provider access, required console services, certificates and the reverse-proxy configuration documented for your release. Do not bypass access checks.

Serial Console Blank

The selected image must support and be configured for serial access. Try the graphical console if offered. Ask the host to verify image support; a blank serial view alone does not prove the VPS is offline. See Console Access.

SSH Not Working

• VPS user: Check the assigned address, username, SSH port, key and whether the VPS is running. Use an available console to inspect the guest SSH service and firewall. Keep private keys private.
• Panel administrator: Check host-side networking and any port mapping required by the service. See SSH.

Image Missing

• VPS user: Select an image offered by your host or ask about availability.
• Panel administrator: Confirm the image is enabled and supported for the chosen location, storage and plan, and that its Proxmox template exists and is accessible.

Volume Cannot Attach

Where additional volumes are supported, check ownership, plan limits, location, storage health and active operations. Do not format a disk to resolve an attachment error. VPS users should ask their host to investigate; administrators should review the task first.

Contact Support

VPS users should contact their host. Panel administrators can contact [email protected] with versions, the error, time, affected resource reference and reviewed diagnostics or a support bundle. Output may expose private host and customer information: share privately, never in public logs, and never include credentials, license keys, private keys or session links.