Bare Metal Server FAQ

What is the RAID monitoring daemon named?

At SoftLayer we primarily utilize Adaptec and LSI based RAID cards with a few exceptions for legacy hardware. The chart below outlines the RAID manager locations, monitor locations, configurations, and RAID alert settings.

RAID alerts can be configured to bypass our portal monitoring process by changing the SMTP server and notification E-Mail destination in the configuration for a given RAID card. Please note, when these configurations are changed SoftLayer will be unable to notify you of RAID issues or automatically track the problem until resolution. It is highly recommended that the configuration provided is not altered unless you are aware of the risks.

 

LSI - Linux

LSI - Windows

Adaptec - Linux

Adaptec - Windows

Manager Name

LSI MegaRAID Storage Manager

LSI MegaRAID Storage Manager

Adaptec Storage Manager

Adaptec Storage Manager

Manager Location

/opt/MegaRAID/storcli

C:\Program Files (x86)\MegaRAID Storage Manager

/usr/StorMan

C:\Program Files\Adaptec\Adaptec Storage Manager

Monitor Name

MR_Monitor

MRMonitor

Adaptec Event Manager

Adaptec Event Manager

Monitor Location

/opt/lsi/mrmonitor/bin/mrmonitord

C:\Program Files (x86)\LSI\MRMonitor

/usr/StorMan

C:\Program Files\Adaptec\Adaptec Storage Manager

Process Name/opt/lsi/mrmonitor/bin/mrmonitord   

Log Location

Default Message Log Location for OS e.g. /var/log/messages

GUI Only

/usr/StorMan/RaidEvtA.log

GUI Only

Notification E-Mail Destination

hwraid@softlayer.com

hwraid@softlayer.com

hwraid@softlayer.com

hwraid@softlayer.com

Notification E-Mail Source Format

accountid_privatemac

@softlayer.com

accountid_privatemac

@softlayer.com

accountid_privatemac

@softlayer.com

accountid_privatemac

@softlayer.com

E-Mail Port

25

25

25

25

SMTP Serverraidalerts-smtp.networklayer.comraidalerts-smtp.networklayer.comraidalerts-smtp.networklayer.comraidalerts-smtp.networklayer.com

Alternate Notification Options

 

Change SMTP Server to a local SMTP server. The local SMTP server will need appropriate firewall configurations.

Change SMTP Server to a local SMTP server. The local SMTP server will need appropriate firewall configurations.

Change SMTP Server to a local SMTP server. The local SMTP server will need appropriate firewall configurations.

Change SMTP Server to a local SMTP server. The local SMTP server will need appropriate firewall configurations.

 

Preconfigured 161.26.0.0/16 Routes on Customer Hosts

SoftLayer will be enabling a new route on all newly provisioned servers to support future products.
 

  • The route points any address in the 161.26.0.0/16 range (161.26.0.0 255.255.0.0 | 161.26.0.0 -161.26.255.255) to the backend private network.
  • This IP block is assigned to SoftLayer by IANA and will not be advertised on the public Internet.
  • Only SoftLayer systems will be addressed out of this space.
  • ACLs on customer servers, virtual servers, and Vyatta gateways will need to be updated to allow customer's hosts to use SoftLayer services configured with IP addresses out of this range.

 

How to add the new routing for various OSes

  • Windows 2003 Standard and Enterprise - You will need to add the persistent route from the command line by typing -
    route add 161.26.0.0 mask 255.255.0.0 10.0.0.1 -p

    Note: Replace 10.0.0.1 with your private gateway IP address
     
  • Windows 2008 Server Core - You will need to add the persistent route from the command line by typing -
    route add 161.26.0.0 mask 255.255.0.0 10.0.0.1 -p

    Note: Replace 10.0.0.1 with your private gateway IP address
     
  • Windows 2008 Web, Standard, Enterprise, and Datacenter - You will need to add the persistent route from the command line by typing -
    route add 161.26.0.0 mask 255.255.0.0 10.0.0.1 -p

    Note: Replace 10.0.0.1 with your private gateway IP address
     
  • RedHat, Fedora, and CentOS - You will need to create a new route by editing/creating the following file - /etc/sysconfig/network-scripts/route-eth0
    Once you create that file, you will need to put the following inside it - 161.26.0.0/16 via 10.0.0.1

    Note: Replace 10.0.0.1 with your private gateway IP address

     
  • Ubuntu and Debian - In your /etc/network/interfaces file, you will need to add the following line at the end of the file -
    up route add -net 161.26.0.0/16 gw 10.0.0.1


    Note: Replace 10.0.0.1 with your private gateway IP address
     
  • Vyatta - set protocols static route 161.26.0.0/16 next-hop 172.16.0.26

    Note: Replace 172.16.0.26 with the gateway of the subnet that the machine is on, which should be the same as the gateway defined for the 10.0.0./8 route.

     
  • ESXi - You will need to use the following to add the route to the ESXi host -
    esxcfg-route -a 161.26.0.0/16 10.0.0.1

    Note:  Replace 10.0.0.1 with your private gateway IP address
     
  • CoreOS - You will need to create a static route file in /etc/systemd/network named 10-static.network and it will need to look like this -
    [Route]
    Gateway=10.0.0.1
    Destination=161.26.0.0/16


    Note:  Replace 10.0.0.1 with your private gateway IP address
Can I change the Operating System (OS) on my device?

You can change your OS and the software installed when an OS Reload is performed. After selecting OS Reload on the device, a link is provided to edit the software on your system. This edit allows users to update the OS, Control Panel and Antivirus packages, as well as database software.

Do you provide complimentary OS Reloads?

Automated OS reloads are free and can be performed through the Customer Portal. These include customized OS reloads (changing operating systems, addition/removal of control panels/partition editing/etc.).  For detailed information on performing an OS Reload, refer to the OS Reload procedure.

How are server IP addresses assigned on the SoftLayer Network?

We provision servers with a single Primary IP Address that is associated to the device. Each server may only be allocated one Primary IP. All other IP addresses associated with a server must be from a secondary subnet, which may be purchased at any time through the Customer Portal or on www.softlayer.com. For more information on available options and pricing for addresses, refer to the Network page on www.softlayer.com.

What is the difference between "Boot from Image" and "Load from Image"?

Boot from Image and Load from Image both utilize existing Image Templates, which are applied to a device to either replace the existing operating system or to supplement the operating system in an attempt to remedy an existing issue. The main difference between the Boot and Load process is the type of image that is used. When performing either the Boot or Load from Image process, we recommend backing up all data to ensure it may be recovered.

  • Boot from Image is a way to boot a device using an ISO supplied by SoftLayer for system recovery or an ISO that has been uploaded using the Import Image feature in the Customer Portal. The ISO may be a clean version of the device's operating system or a recovery disk that can be used in an attempt to remedy an issue with the device.
  • Load from Image is a method of OS Reload that utilizes an Image Template that has either been captured from a device or uploaded using the Image Import feature in the Customer Portal. The Load from Image option performs the reload using a VHD, which wipes the device of all data and replaces the existing operating system and files with a "like new" version of the selected image.
Why can't I connect to the KVM console?

If you are unable to connect to the KVM console, review the troubleshooting tips below to assist in resolving the issue. Should additional issues occur, please contact Support.

  • The KVM console is a Java applet. Java must be installed prior to accessing the console. Download it here.
  • If Java in installed, ensure that a connection has been established using VPN. If a connection is not established, a warning will be displayed when attempting to connect to the KVM console that a VPN connection is required.
  • The KVM console may generate one or more pop-up boxes during the connection process. Enable popups from https://control.softlayer.com in order to ensure a connection may be made.
  • You may receive an error "Java applications are blocked by your security settings." For bare-metal iKVM devices, you will need to add an exception for the IP Address of the IPMI device. For VSI devices, you will need to allow https://control.softlayer.com and the IP address of the KVM. More information can be found at https://www.java.com/en/download/help/java_blocked.xml
  • If the above conditions have been met and an error is produce that states, "Missing required Permissions manifest in main.jar," Java applets have not been enabled in the Java Control Panel. This setting was introduced as a security precaution from Oracle in Java SE v7. Enable applets in the Control Panel to resolve this issue.
    Note: If using Mac OSX in conjunction with Google Chrome, refer to Information and System Requirements for Installing and Using Mac Java 7 on Java's website.
  • If you are trying to connect to a VSI through the standard Java and are getting nothing but errors, you can also try using VNC.

If you have completed all of the checks above and still are unable to connect to the KVM console, contact Support for additional assistance in troubleshooting the issue. If a connection to the console has been made but issues occur connecting to the device, ensure the credentials being used to access the device are valid. Contact the account administrator to verify credentials, if necessary.

Why is my BIOS asking for a password?

Currently we do not provide customer's with direct access to their BIOS. This is for a various number of reasons, but that is not to say you cannot make changes to the BIOS. If you need anything modified in the BIOS, including boot order, please create a ticket under Support > Add Ticket and request the specific changes you need.

**NOTE** This will require a reboot of your server to do, so please be ready to approve a reboot and/or provide a time frame for when you would like the change made.

I've lost my password to my server, how can I recover it?

If the root or Administrator password to your server is suddenly not working, there are a few things that you can check before contacting Support.

  • Are you copy/pasting the password? If not, please try to. Please also paste the password in a notepad to ensure no spaces are accidentally being copied with the password.
  • If the server has cPanel on it, is it possible that cPHulk has blocked your IP address due to failed logins? If so, you can access the server via the KVM or IPMI and whitelist your IP address in cPHulk with "/scripts/cphulkdwhitelist" followed by your IP address.
  • Has someone recently tried to change the password for the server by modifying the password in Portal? Changing the password in the Portal, only changes what you see as the password. It does not change the password the server is using. If this has happened, you can contact Support and we can usually recover the original, working password.

If these have all been checked and you are still unable to connect to the server using the password, please contact support via a ticket and request a password reset. We will have to reboot the server in order to reset the password, so please ensure you are prepared to approve the reboot and/or provide a maintenance time frame in which you would like it done. Most password resets can be accomplished in 15 minutes or so. You can create a ticket by going to Support > Add Ticket and use the subject "Reboots and Console Access".