Troubleshooting Cloud Accounts

Setting up email notification for cloud accounts


Configuration > System

Available to:

Commander Roles of Superuser and Enterprise Admin

To configure Commander to notify cloud account administrators when events occur:

  1. Click the Notifications tab.
  2. In the For Cloud Account Connection Issues section, click Add.
  3. In the Cloud Account Notifications dialog, enter the full user ID and click ellipses.
  4. The user account information is displayed.

  5. Click OK.

Reconnecting cloud accounts

A cloud account may have the status of "Disconnected" if there's an issue with the connection between Commander and the cloud account.

For example, a cloud account can be disconnected if:

  • The vCenter server is in the process of restarting
  • The private key used to add a GCP cloud account to Commander has been deleted
  • The Kubernetes cluster is offline or has been deleted

If the connection issue is resolved in the cloud account itself, Commander will automatically reconnect, and the status will change to "Connected". However, you can also try to reconnect the cloud account manually.


Views > Inventory

Available to:

Administrator and All Operator Levels of Access Rights

To reconnect a cloud account:

  1. Click the Infrastructure or Applications tab.
  2. From the Infrastructure or Applications tree, select a cloud account.
  3. Select Actions > Reconnect.

    If the Reconnect command fails, double-click the task in the Tasks tab at the bottom of the console to see more information about the failure. If the cloud account stays disconnected, and you're not able to determine the cause, create a case through the Snow Support Portal.

Troubleshooting GCP cloud accounts

This section lists issues specific to GCP.

Project alert: No resources are visible

If you see an Alert icon for a GCP project, on the project's Summary page, check for the following error:

"No resources for this project are visible. To view project resources, the Compute Engine API and/or the Deployment Manager API must be enabled for this project, and Commander must have the required permissions to view Compute Engine and/or Deployment Manager resources in this project."

If the cloud account has this error, go to the GCP console and verify that:

Error getting projects

If you see the error "Error getting projects" when you run a command against a GCP cloud account or GCP resource, the private key used to add the GCP cloud account may have been deleted. The cloud account's status will change to "Disconnected" after the next automatic synchronization of the cloud account's inventory.

You will also see this error if you attempt to add a GCP cloud account using a private key that has been deleted in the GCP console.

To address this issue, see Update the Private Key for GCP Service Accounts.

Troubleshooting SCVMM cloud accounts

The following log files are useful for troubleshooting SCVMM issues:

  • <Commander_install_dir>\tomcat\logs\hyperv-adapter.log
  • <Commander_install_dir>\tomcat\logs\vcommander.log

Error when adding SCVMM account

When you try to add an SCVMM cloud account to Commander, the task fails with the error: "Unexpected response from remote mediator for server "<host>":HTTP transport error: Connection refused: connect."

Make sure that the System Center VMM Administrator Console is installed on the Commander host. On the Commander host, in Windows Services, verify that the Commander Hyper-V Adapter service is running.

SCVMM VM Power state is "Failed"

A VM in an SCVMM cloud account has a Power State of "Failed" and has a Status other than "OK".

When a command on a VM in an SCVMM cloud account has failed, SCVMM places the VM in an invalid state, and the VM can't be started.

Commander marks these VMs with the Power State of Failed. Commander also assigns the VM a status that maps to the state assigned by SCVMM. (The Status column isn't shown by default in the Virtual Machines list; to display the Status column, right-click anywhere in the Virtual Machines table, choose Pick Columns > Status and click Add.)

To return the VM to a state where commands can be executed on it, right-click the VM and choose Dismiss Failure. Commander will run the SCVMM Repair command, using the Ignore option.

If the Dismiss Failure command fails, the VM must be repaired in SCVMM instead.

See also the Power State property and the Status property.

Failed disk addition in SCVMM Console looks added in Commander

If an attempt to add a disk fails in the SCVMM Admin Console, the disk may appear to be added in Commander.

To remove the nonexistent disk, right-click the cloud account in the tree and choose Synchronize Inventory.