Unable to access VM (frozen on Hard-Reboot)

Support Requests
#1

Hi, I am unable to access my instance by either SSH or dashboard. It has frozen on ‘hard reboot’.
(VM: EVAL-SOIL2, based at Swansea )

Any help, as always, is greatly appreciated.

Best wishes,
Alex

#2

Hi Alex,

Could you try it again now? I have passed you request onto Imran.

All the best,
Sion

#3

We will have an update on this tomorrow.

#4

Hi Sion,
It looks like it’s still stuck on hard-reboot unfortunately.

Best wishes,
Alex

#5

Hi Alex,

Imran is checking for hardware failure. However, his time on site is being limited due to restrictions imposed by the COVID-19. He will keep you up to date with the situation.

All the best,
Sion

#6

Hi Sion,
Thanks for the update- I understand fixing things might be more difficult given current circumstances.

Best wishes,
Alex

#7

Hi Alex,

I have just been notified that this should be resolved. Could you go ahead and restart your VM(s)?

All the best,
Sion

#8

Hi Sion,
Many thanks to both yourself and Imran (the VM is working again). With homeworking being encouraged at the moment this really helps a lot.

All the best,
Alex

#9

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