Troubleshooting on CloudFerro Cloud
MyPortal
Problem |
Fix |
|---|---|
MyPortal shows We’re having trouble starting the application |
Refresh the page. If the message stays, try again in a few minutes, then contact support. |
MyPortal asks you to Register or join Organization |
Notebooks are billed to an organization. Join your organization or register a new one, or ask your organization administrator. |
The Managed Notebooks card is missing |
Managed Notebooks is not available for your organization. Contact support. |
The notebook list shows Open for a notebook you stopped in JupyterLab |
MyPortal does not refresh the list on its own. Refresh the page. |
Starting a notebook
Problem |
Fix |
|---|---|
Launch does nothing |
Your browser blocked the new tab. Allow pop-ups for MyPortal and click Launch again. |
Launch asks you to sign in |
Your session in the notebook service has expired. Sign in on the page that opens, then click Launch again in MyPortal. |
A new notebook does not start on its own after Create |
This is expected. Click Launch to start it. See Getting started with Managed Notebooks → Start the notebook. |
The start page shows warnings about volumes or nodes |
These messages are part of a normal start, especially the first one. Wait until JupyterLab opens. |
The server does not start within a few minutes |
Close the tab and click Launch again. If the start fails again, note the time and any error message on the page, and contact support. |
The notebook shows Open, but JupyterLab does not open |
The start may have failed. Wait a few minutes and refresh the Managed Notebooks page. If the notebook shows Launch, start it again. If it still shows Open after 15 minutes, contact support. |
The wrong server size started |
Stop the notebook and start it again with the right size. The size is chosen on the Server Options page on every start. |
Working in JupyterLab
Problem |
Fix |
|---|---|
JupyterLab asks for a file name when you save |
This is expected on the first save of a new notebook. Enter a name and click Rename and Save. |
JupyterLab shows Server unavailable or unreachable |
The notebook was stopped, by you or automatically after 4 hours without use. Click Dismiss, close the tab, and start the notebook again from MyPortal. Do not click Restart. |
A long computation stopped and its results are gone |
The notebook was stopped automatically after 4 hours without use. Results that existed only in memory are lost. Keep the JupyterLab tab open during long computations and write intermediate results to files. See Getting started with Managed Notebooks → Automatic stop. |
The notebook is slow or the kernel restarts on its own |
The computation may need more memory than the server size provides. Stop the notebook and start it with a larger size. See Getting started with Managed Notebooks → Server sizes. |
Stopping and deleting
Problem |
Fix |
|---|---|
You are on a page called Hub Control Panel |
It is a service page of the notebook service. Use only stop there, then close the tab and go back to MyPortal. See Getting started with Managed Notebooks → Hub Control Panel. |
You stopped the notebook in Hub Control Panel and it still shows Open in MyPortal |
Refresh the Managed Notebooks page. |
The notebook still shows Open after Suspend |
Wait a minute and refresh the Managed Notebooks page. If it still shows Open after 15 minutes, contact support. |
You closed JupyterLab or logged out, and the notebook still shows Open |
This is expected: closing the tab or logging out does not stop the notebook. Stop it with Suspend. See Getting started with Managed Notebooks → Stop the notebook. |
A notebook without a name appears in MyPortal |
It was started with Start My Server in Hub Control Panel, or with Restart in a JupyterLab tab that stayed open after its notebook was deleted. It is a regular notebook and is billed like any other. Stop it or delete it in MyPortal if you do not need it. |
A server added with Add New Server in Hub Control Panel does not start |
The notebook was not created in MyPortal. Create the notebook in MyPortal and start it with Launch. |
You deleted a notebook in Hub Control Panel, but it is still in MyPortal |
delete in Hub Control Panel does not delete the notebook or its files. To delete the notebook, use MyPortal. See Getting started with Managed Notebooks → Delete a notebook. |
You deleted a notebook by mistake |
Deletion removes the notebook and its files permanently. Contact support as soon as possible. |
Getting help
To contact support, see Helpdesk and Support. Always include the notebook name, the approximate time of the problem, and what you were doing when it occurred.