FAQ
Short answers to common questions. Feature pages carry their own Common problems sections; this page collects the ones that come up everywhere.
Installation
Section titled “Installation”My hypervisor stays offline after I add it. Why?
Section titled “My hypervisor stays offline after I add it. Why?”The panel reaches the agent on port 2443. If that port is blocked by a firewall or the agent is not running, the hypervisor shows offline. Test connectivity from the management server and check the agent service, then see Hypervisor installation.
Do I need to restart libvirtd when I add Ceph storage?
Section titled “Do I need to restart libvirtd when I add Ceph storage?”Yes. Registering the Ceph credentials as libvirt secrets needs a libvirtd restart on each hypervisor, and the restart briefly affects libvirt control of running instances. Plan a maintenance window, as described in Ceph RBD storage.
Instances
Section titled “Instances”The image I want is missing on one hypervisor.
Section titled “The image I want is missing on one hypervisor.”Images are downloaded per hypervisor, and an instance cannot deploy on a hypervisor until the image arrives there. Check the download tasks under Tasks and enable the image in Media & DNS > Image browser if it is not listed. See Quick setup and Images.
Networking
Section titled “Networking”Instances with additional IPs have no connectivity on Hetzner or OVH.
Section titled “Instances with additional IPs have no connectivity on Hetzner or OVH.”Both providers filter guest traffic unless each additional IP is tied to a virtual MAC. Generate a virtual MAC for the IP in the provider’s panel and assign it to the instance NIC. See Hetzner networking and OVH networking.
Is NAT mode safe to use in production?
Section titled “Is NAT mode safe to use in production?”NAT mode auto-creates a NAT device on the hypervisor and is still a beta feature. It works, but contact support if anything looks off. The mode comparison is in Networking modes.
Billing
Section titled “Billing”My customer’s Cloud Service instances were suspended automatically.
Section titled “My customer’s Cloud Service instances were suspended automatically.”Cloud Service, the built-in hourly billing, meters running instances against a credit balance. When the balance falls below the suspension threshold, the panel suspends the customer’s instances so no further charges accrue; topping up the credit resumes them. See Cloud Service and Billing and top-up.
The Cloud Service order form shows “No Locations available” or “No Plan Types available at this Location”.
Section titled “The Cloud Service order form shows “No Locations available” or “No Plan Types available at this Location”.”The order form only lists what is configured. “No Locations available” means no hypervisor groups are exposed for ordering, and “No Plan Types available at this Location” means the selected group has no plan groups with plans. Create the plans and plan groups and assign them to the hypervisor group, as described in Cloud Service. A location can also show as locked when it requires an access request.
Backups
Section titled “Backups”A backup is stuck in the queue.
Section titled “A backup is stuck in the queue.”Pending backups wait while the hypervisor already runs two backups, so a busy hypervisor drains its queue one or two jobs at a time. A job also fails rather than waits when the hypervisor has no backup storage configured. Check the queue under Compute > Backups queue and see Backups.
Where is the API reference?
Section titled “Where is the API reference?”The generated OpenAPI reference ships with the panel; the user API reference is in the user panel under API, a standalone sidebar item. For the five access surfaces and authentication, see API overview.
How do I connect WHMCS, Blesta, HostBill or Paymenter?
Section titled “How do I connect WHMCS, Blesta, HostBill or Paymenter?”Each billing system has its own provisioning module that talks to the billing API with a token from vcli api:billing-token generate. Start with WHMCS and pick your system from the billing-integrations section.