Troubleshooting

Symptom-first fixes for the path in Get started.

Client org required

Symptoms: Dialog asking you to switch to a client organization when launching from the marketplace, or create flow blocked.

Marketplace purchases are client-only. Provider organizations sell infrastructure; they do not buy from the marketplace in the same org.

Switch organization

Use the organization switcher and select a Client org.

Create a client org

If you only have a provider org, Create organization → Client → retry launch at /platform/virtual-machines/create.

Payment method

Symptoms: VM create fails with payment validation error; billing banner warns about missing payment method.

Add a payment method

Open /billing?t=payment-methods and attach a card through Stripe.

Set default

Ensure one method is marked default. VM create uses the default payment method.

Retry launch

Return to /platform/virtual-machines/create and submit again.

More detail: Billing.

Provisioning

Symptoms: VM stays in provisioning or pending for a long time; never reaches running.

Provisioning runs on the provider's infrastructure. NodeRings sends the order; the provider's operator clones the template and applies cloud-init.

Wait a few minutes

First boot after clone can take several minutes depending on image and provider load.

Check VM detail

Open the VM → Overview for status messages or assigned IPs. If IPs are missing, the provider may still be assigning from their IPAM pool.

Open a ticket

If status does not change after 15–30 minutes, open a ticket linked to the VM and contact the provider.

Cannot connect (SSH)

Symptoms: Connection timeout or refused when SSHing to the VM IP.

Confirm the VM is running

On the VM detail page, Start the instance if it is stopped.

Match auth method

If you chose SSH keys at launch, use the private key that matches a key you selected. If you chose password, use root (or the user your cloud-init defines) with the password you set.

Check firewall

If you attached a restrictive firewall ruleset, ensure SSH (tcp/22) is allowed from your source IP.

More detail: Virtual machines → Connect.

VNC console blank or disconnected

Symptoms: Browser console loads but shows no display, or disconnects immediately.

Confirm the VM is running.
Console traffic is relayed through the provider's network: transient drops can happen; refresh and reconnect.
Some images need a first boot to complete before the display is active; wait and retry.

More detail: Virtual machines → VNC console.

How it works: marketplace and billing overview
Provider Guides: if you also operate infrastructure as a seller