I'm support for a White Label company
This guide is for you, who handle tickets from your cloud's customers. The goal is to give you what you need to diagnose and resolve the most common problems quickly.
Before any ticket
- Check the Platform Status — the problem may be an ongoing incident
- Confirm the customer has access to the dashboard
- Ask for the resource ID with the problem (VM, VDC, disk)
Most common problems
| Reported symptom | Where to find the solution |
|---|---|
| "My VM won't start" | VM won't start |
| "VM is in error" | VM in error state |
| "I can't access the console" | Console won't open |
| "No internet on the VM" | No external connectivity |
| "VPN won't connect" | VPN won't connect |
| "Disk doesn't appear" | Disk doesn't appear |
When to escalate
See the When to escalate to N2/N3 guide and the How to collect evidence guide before opening a ticket with EdgeX.
Full support flow
See the Support flow for the complete step-by-step.