MOC’s Production Kaizen Help

Having trouble? Some common problems and solutions are listed below. Please check to see if your question has been answered already before reaching out to the support list.


1. Help! I forgot my password

2. I need to request a new project, or access to an existing project.

3. I need to request more resources for my project.

4. My VM cannot connect to the internet.

5. SSH: Permission denied

6. Troubleshooting ssh-agent

7. SSH times out

8. DNS is slow and/or SSH hangs partway for a minute or so before connecting.

9. SSH: Host Verification Fails

10. Can I upload my own VM image?

11. How to install packages and updates in RHEL VMs?


1. Help! I forgot my password.

Please fill out this form to request that the helpdesk reset the password on your account: Request Password Reset

2. I need to request a new project, or access to an existing project.

Please visit this page for instructions: Kaizen Access Requests

3. I need to request more resources for my project.

Please visit this page for instructions: Kaizen Quota Requests

4. My VM cannot connect to the internet.

Test whether your problem is actually an internet connection, or DNS. From the VM, run the following commands:

# ping
# ping

Successful responses look something like this:

64 bytes from ( icmp_seq=2 ttl=53 time=25.6 ms

If the first command doesn’t work, but the second one does, your problem is DNS. Check the contents of /etc/resolv.conf. Does the line nameserver appear? If not: go to Network–>Networks, click the relevant private network, and click Edit Subnet next to the relevant subnet. Make sure is entered in the Nameservers box. and edit the relevant private subnet. There are more detailed instructions on the Set Up a Private Network page of the tutorial.

If you can’t ping, check that your security groups are allowing outgoing traffic.

5. SSH: Permission denied

There may be several issues involved with not being able to connect to cloud VMs. A few of the most frequent ones are listed below:

Wrong key pair

Make sure you are using the right public key that was used when creating the cloud VM. You can check the key pair from your kaizen dashboard:

Compute –> Access and Security –> Key Pairs

You can compare the keys from the instance you are logging from your .ssh directory.

Incorrect Username

The root login is disabled on the cloud VMs. When you are trying to connect via ssh, make sure to use the correct usernames for your OS as listed below:

  • CentOS: centos
  • Ubuntu: ubuntu
  • RHEL: cloud-user

e.g: ssh centos@

If you fail to specify the user in the ssh command, it will try to log you in using whatever username you are logged in as on your local machine. Specify the user:

$ ssh -A ubuntu@your_vm's_IP


$ ssh -A -l ubuntu your_vm's_IP

Incorrectly Assigned Floating IP

For ssh access from the public Internet, you need a Floating IP associated with the machine.

Incorrectly configured Security Groups

Make sure to add the default security group while creating the VM.

For a VM with a floating IP, you will also need to open port 22 for SSH access. Optionally, you may also enable ICMP response so that the IP will respond to pings.

The rules below enable ssh, HTTP, https, ICMP(ping) connectivity from the public internet. We recommend you only

ALLOW IPv4 22/tcp from
ALLOW IPv6 to::/0
ALLOW IPv4 8080/tcp from
ALLOW IPv4 443/tcp from
ALLOW IPv4 80/tcp from

Key not on remote host

Did you just launch a VM, without selecting your key in the ‘Access and Security’ tab? Unless you used a teammate’s key and they can help you out, you will have to terminate that VM and start again, making sure to add your key this time.

If a VM was spawned using your teammate’s key, you can have them add your public key to .ssh/authorized_keys on the VM before you will be able to log in. Give them a file containing your public key (this is ‘’ in the example) and have them perform the following steps:

$ scp user@your_vm's_IP

$ ssh user@your_vm's_IP

$ cat >> ~/.ssh/authorized_keys 

(Make sure to use >> and not > or else you will overwrite the other key instead of just appending yours).

SSH File Permissions

OpenStack sets the permissions automatically when it launches a new VM, so if you are trying to log into a newly spawned VM, this isn’t the problem. However, if people have been editing .ssh/authorized keys, they might have accidentally changed something.

You need to make sure that the permissions on .ssh are 700, which looks like drwx------:

[user@myvm ~]$ ls -al | grep .ssh

drwx------ 16 user user 544 Feb 12 11:38 .ssh

and .ssh/authorized keys should be 600, which looks like -rw-------:

[user@myvm ~]$ ls -al .ssh/

-rw------- 1 user user 2.2K Feb 9 15:13 authorized_keys

Also make sure the owner of the file is the user you are trying to log in as, not root or some other user.

If you have root access to the VM, for example via the web console login, you can fix the file permissions using the chmod and chown commands:

# chmod 700 /home/<username>/.ssh

# chmod 600 /home/<username>/.ssh/authorized_keys

# chown <username>:<groupname> /home/<username>/.ssh/

# chown <username>:<groupname> /home/<username>/.ssh/authorized_keys

6. Troubleshooting ssh-agent 

If you have trouble with adding the key to your agent and forwarding it, it may be that ssh-agent is not running, or your key is not added correctly.

Check if it is running:

$ ps -aux | grep ssh-agent

If its running already, the output will look something like this:

501 943 1 0 9:34PM ?? 0:01.26 /usr/bin/ssh-agent -l

 Starting ssh-agent 

If ssh-agent is not running, you can start it like this:

$ ssh-agent > agent_variables.tmp

$ source agent_variables.tmp

You will see an output from the last step like "Agent pid <some number>". then do:

$ rm agent_variables.tmp

What you are doing in these steps is starting the agent and importing some necessary environmental variables to use with it. If you had just typed ‘ssh-agent’ without directing the output to a file, you would see something like this:

SSH_AUTH_SOCK=/tmp/ssh-N2O3IxWPoczq/agent.4328; export SSH_AUTH_SOCK;


echo Agent pid 4329;

SSH_AUTH_SOCK and SSH_AGENT_PID are the variables you need to add to your environment to use the agent. You could copy and past these two lines to the command line to do that.

Adding your key

After starting ssh-agent, you will need to add your key:

$ ssh-add ~/.ssh/<private_key_filename>

If your key has a default name like id_rsa, it is usually added automatically when the agent starts, but if you gave it a different name you will have to add it again every time the agent restarts. You can always check if your key is added like this:

$ ssh-add -l

4096 SHA256:CBC6QYABDmr8vG5EQE+n7vvPIM5USVv1iTWgM9/ZMJ4 .ssh/cloud_key (RSA)

Above, we see that cloud_key is added.

Checking your agent forwarding

If after connecting to the first VM, you find that your key doesn’t seem to be logging you into another VM from there, you can check that your agent is forwarded by typing:


from the first VM. The output should look like:


If it is blank, it means your key is not forwarded. Did forget to type -A?

If the agent is forwarded, but your key still doesn’t work, use the instructions above to check that the correct key is added to the agent.

7. SSH Times Out 

Did you open the SSH port on the VM?

Did you create a security group with SSH enabled? Did you remember to select this security group when you launched this VM?

You can check the rules applied to a specific VM by going to Compute–>Instances and clicking the instance name. Scroll down to Security Groups and check for your SSH security group, and check that this line appears:

ALLOW IPv4 22/tcp from

Instructions on creating a security group are here: Security Groups

You can add a security group to your VM after launch. Go to Project–>Compute–>Instances and click the dropdown menu under the ‘Actions’ column next to your VM. Choose ‘Edit Security Groups’. In the popup that appears, find the security group in the list on the left and click the + button next to it. This will move it to the list on the right. Once you have the right group(s) added, click Save.

VM may not be booted

Go to Compute–>Instances and check that your VM is in the Running state. If it is not, boot it and try again. If it is running, but SSH still times out, click the dropdown next to the instance and choose Console. Click the link to show only the console. You will get an error screen, but refresh the page and you should see a console screen.

Is the login prompt showing? Are there any error messages on the console screen? Try rebooting your VM and see if that fixes the problem. If the VM is not booting properly, you need to fix that problem first before SSH will work. One common reason VMs do not boot is if you chose a flavor that is too small for the OS image you chose – the CentOS, Ubuntu, and RHEL images should use m1.small or larger.

8. DNS is slow, or SSH hangs partway for a minute or so before connecting.

This happens because the system is waiting for an IPV6 timeout. To fix it, add the following line to the end of /etc/resolv.conf:

options single-request

This file gets ovewritten each time your dhcp lease renews.  If adding this line fixes your issue, you can make the change persistent by adding the following line to /etc/sysconfig/network:


If interested, more details are explained at this link.

9. Host Verification Fails

Your project may use the same floating IP for different VMs. It is possible that moving the IP from one VM to another will cause you to get the following error message:


This happens because your computer records an identification key each time it connects to a new host. Remember this prompt?


Your computer recorded a key from the first VM and associated it with the IP address. Since it received a different key this time, it refuses to connect. If this happened unexpectedly, we might be worried that our VM was compromised in some way. But in this case, we know we just changed which VM the IP address is pointing to, so it’s OK. We just need to remove the old host key.

Open the file ~/.ssh/known_hosts in your favorite text editor. Find the line starting with the IP address of your VM. It should look something like this: ecdsa-sha2-nistp256 AAAAE2VjZHNhLXNoYTItbmlzdHAyNTYAAAAIbmlzdHAy NTYAAABBBNAdpmhHLWgwwiUf8nU4xr9G1HUvbsWMoVpyUMgcg64Foh5hUCYTX6VvxZdPO2S+fGZ2abtoz1LCkeEy3mAck0k=

Just delete the entire line. Try the ssh connection again. You should get the are you sure you want to connect prompt. Your computer will record the new host key.

10. Can I upload my own VM image?

Yes. Be advised that we currently only support qcow2 and raw images, we will update you if we extend our support to any new formats in the future. It is highly recommended to use qcow2 formats for peak performance of the VMs unless your project requires you to use raw images.

Also, you can convert the raw images to formats of your choice and use it as your private image. There are instructions for converting the image format at this link.

11. How to install and update packages in RHEL VMs?

To install and update packages in a RHEL VM you need to configure the package manager to use our local repository. To do that run the following two commands:

curl -o /etc/yum.repos.d/rhel7kzn.repo
curl -o /etc/yum.repos.d/epel7kzn.repo

Additional helpful links

If your question is not answered here, please send email to:

kaizen {at} lists {dot} massopen {dot} cloud