Getting help and support for virtual servers

If you experience an issue or have questions with a virtual server, you can use the following resources before you open a support case.

Review the FAQs in the product documentation.
Review the troubleshooting documentation to troubleshoot and resolve common issues.
Check the status of the IBM Cloud platform and resources by going to the Status page.
Review Stack Overflow to see whether other users experienced the same problem. When you ask a question, tag the question with ibm-cloud and virtual servers so the IBM Cloud development teams see it.
If you have technical questions about Bare Metal Servers, post your question on Stack Overflow and tag your question with ibm-cloud and bare-metal.
For questions about the service and getting started instructions, use the IBM Support forum. Include the ibm cloud tag.

If you still can't resolve the problem, you can open a support case. For more information, see Creating support cases. And, if you're looking to provide feedback, see Submitting feedback.

Providing support case details

To make sure that the support team can start investigating your case to provide a timely resolution, you must include detailed information along with steps to re-create the issue, if applicable. Review the following types of information to include in your support case for issues with bare metal servers.

Connectivity issues

When your server faces a connectivity issue, you need to gather the following information if you need to escalate the issue with IBM Cloud® support.

Nongraphical MTR and traceroute from the server to user location.
Nongraphical MTR and traceroute from user location to the server.
Hundred ping count from the server to user location.
Hundred ping count from user location to the server.
IP address that you are using the connect to the server.

Information to collect for connectivity issues - Linux
How to gather Linux MTR and traceroute information.
Information to gather	Command
Nongeographical MTR information	`mtr -r -c 100 -n`
Traceroute information	`traceroute`

Information to collect for connectivity issues - Windows
How to gather Windows MTR and traceroute information.
Information to gather	Command
Nongeographical MTR information	WinMTR tool
Traceroute information	WinMTR tool or run the `tracert` command in the command prompt.

Why is my migration not working?

If your migration is stuck or didn't complete properly, create a support case for assistance.