Virtual machine not working

If your Cyolo virtual machine (VM) is not working (unreachable, services not starting, errors after a change), this guide helps you:

1. run a few safe checks, and
2. collect the right information if you need to open a Support ticket.

Common symptoms

• VM is unreachable (no response / connection failures)
• Service appears down or keeps restarting
• Errors started after an upgrade or an environment change
• Functionality is degraded (timeouts, intermittent failures)

Before you start

Please note:

• If this is production-impacting, open a Support ticket immediately and then continue with the checks below.
• If you must redact sensitive information, keep timestamps and error messages intact.

Step 1 — Confirm impact and timing

Record the following (you’ll use it in your ticket if needed):

• Is this impacting production? (yes/no)
• When did it last work? (timestamp + timezone)
• Is there a workaround? (yes/no)

Step 2 — Check what changed recently

Many VM failures are caused by a recent change. Note whether any of these occurred:

• OS patching or VM reboot
• VM resize, snapshot/restore, host migration
• Firewall / proxy / DNS changes
• Certificate rotation or secrets update
• Product upgrade or configuration change

Step 3 — Basic VM health checks

If you have VM console access:

• Confirm the VM is powered on and has sufficient CPU/RAM/disk
• Confirm the VM has valid network configuration (IP/DNS/routing as expected)
• Check whether the relevant Cyolo services are running (if applicable in your environment)

If you cannot access the VM console due to policy, skip to “Open a Support ticket”.

Open a Support ticket (what to include)

To speed up resolution, include:

Required

• VM OS + version
• Cyolo VM version (if known)
• Exact error message(s) (copy/paste preferred)
• When it started + last known good time (timestamp + timezone)
• “What changed recently” (if anything)

Recommended

• Logs (see the “How to collect logs” article)
• A screenshot if that’s easier than copy/paste