Virtual Server FAQ

What types of Virtual Servers are available for use?

We offer a couple types of Virtual Servers to our customers. Our standard offering is a public-based Virtual Server, which is a multi-tenant environment, suitable for a variety of needs. If you're looking for a single-tenant environment, we suggest going with our Virtual Server (Private Node) offering. This option is ideal for applications with more stringent resource requirements. Refer to Introduction to Virtual Servers for more information on our current Virtual offerings.

Can I add disk storage to my hourly or monthly Virtual Server?

You may upgrade or downgrade disk storage for any Virtual Server by updating your storage options in the First Disk through Fifth Disk fields in the Configuration screen of the device you wish to update. Refer to Reconfigure an Existing Virtual Server for more information.

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 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 and the IP address of the KVM. More information can be found at
  • 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.

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".

Are LVM partitions supported as a valid filesystem?

LVM (Logical Volume Management) provides logical management of filesystems in Linux. In the SoftLayer environment LVM is not supported as a bootable partitioning scheme. VSIs (Virtual Server Instance) cannot be ordered with LVM, and importing images that use LVM as a boot partition will fail to provision. If you require LVM on the boot partition our bare metal offering can support LVM on boot for certain operating systems. With proper OS support and configuration secondary VSI Disks can be used for LVM partitions, however it is important to note that LVM is not a supported filesystem for Flex Image or Image Templates. If you have further questions, please open a ticket with our support team who can assist you.

Preconfigured 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 range ( | - 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 mask -p

    Note: Replace 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 mask -p

    Note: Replace 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 mask -p

    Note: Replace 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 - via

    Note: Replace 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 gw

    Note: Replace with your private gateway IP address
  • Vyatta - set protocols static route next-hop

    Note: Replace 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

    Note:  Replace with your private gateway IP address
  • CoreOS - You will need to create a static route file in /etc/systemd/network named and it will need to look like this -

    Note:  Replace with your private gateway IP address
In what cases is my virtual server migrated to a different host?

In limited cases a virtual server might need to be migrated to a different host. If a migration is required, the virtual server is shut down, migrated, and then restarted. A virtual server might be migrated in the following cases:

  • A hypervisor needs to be updated, a host is being decommissioned, or a host is not allowed to take on new instances. If a host is marked for any of these changes, when one of its virtual server is rebooted from the Customer Portal, the reboot automatically triggers the virtual server to be migrated to a different host.
  • Infrastructure maintenance. You might receive an email indicating that maintenance is required on a system that is hosting your virtual server. Your virtual server might need to be migrated as part of the infrastructure maintenance.
  • An upgrade to an existing instance. For consistent performance, if you upgrade an instance it might be migrated to a different host to ensure that it receives the appropriate dedicated CPU and memory.

During a maintenance window you might see a Migrate Host option display in the Actions menu of your device in the Customer Portal. Migrate Host allows you to migrate the virtual server to a new host at your convenience during a specified maintenance period. If you do not initiate the migration during the maintenance period, then the virtual server is automatically migrated to complete the required maintenance. The Migrate Host option does not persist and is only available during maintenance periods that are communicated through maintenance notifications.

You might also see the Migrate Host option if one of your virtual servers is required to have a certain level of hypervisor that is not available on the current host.

Can I use a Red Hat Cloud Access subscription to create a virtual server?

Yes. When you import an image, you can specify that you will provide the operating system license. For more information, see Use Red Hat Cloud Access . Then you can order a virtual server from that image template and use your existing Red Hat Cloud Access subscription.