Troubleshooting

Common issues and how to resolve them. For a service-adapter issue, coordinate with your software vendor using Getting Help. Preserve the original request identifiers and permitted target-service observations. You do not need to prove whether the adapter or target service is at fault before asking for help, and an investigation does not authorize live changes without your approval. How Support Works describes the vendor, customer and Tensor9 responsibilities.

General Issues

These apply regardless of environment.

Terraform Apply Fails

Common causes:

Permission denied - Verify your cloud credentials have the required permissions (see Prerequisites)
Resource quota exceeded - Check your cloud account’s service limits
State conflict - If you re-run terraform apply after a partial failure, Terraform should pick up where it left off

DNS Not Resolving

Symptom: Domain configured but not resolving. Check:

dig <your-domain>
nslookup <your-domain>

Common causes:

Propagation delay - DNS changes can take up to 48 hours to propagate (usually much faster)
Incorrect DNS provider credentials - Verify your Route 53 or Cloudflare credentials are correct
Zone delegation - For custom domains, verify you’ve delegated to the correct nameservers

Can’t Reach the Application

Check DNS

Verify DNS is resolving: dig <your-domain>

Check load balancer

Check that the load balancer / ingress is healthy.

Check TLS

Verify TLS certificates are valid: curl -v https://<your-domain>

Environment-Specific Issues

Kubernetes
AWS

Controller Pod Won’t Start

Symptom: Pod stuck in Pending, CrashLoopBackOff, or ImagePullBackOff.Check pod status:

kubectl describe pod -n <namespace> <pod-name>

Common causes:

Status	Likely Cause	Fix
`Pending`	Insufficient CPU or memory on nodes	Scale up your cluster or free resources: `kubectl describe nodes`
`CrashLoopBackOff`	Configuration error or missing dependency	Check logs: `kubectl logs -n <namespace> <pod-name>`
`ImagePullBackOff`	Container registry access issue	Verify your cluster can pull images from the internet

Setup Wizard Shows “Waiting for Controller”

The controller hasn’t connected to our systems yet. This usually resolves in 2-5 minutes.If it persists:

Check pod

Verify the pod is running: kubectl get pods -n <namespace>

Check logs

Check logs for connection errors: kubectl logs -n <namespace> <pod-name>

Check network

Verify outbound internet access from the pod’s namespace.

Check policies

Check if network policies are blocking egress on port 443.

Application Not Responding

Controller status

Check controller status: kubectl get pods -n <namespace>

App pod status

Check application pod status: kubectl get pods -n <namespace> -l app=<app-label>

App logs

View application logs: kubectl logs -n <namespace> <app-pod-name>

Events

Check events: kubectl get events -n <namespace> --sort-by='.lastTimestamp'

High Resource Usage

kubectl top pods -n <namespace>
kubectl top nodes

If the controller or application is consuming more resources than expected, contact us. It may indicate a configuration issue or a need to scale.

Controller Instance Won’t Start

Symptom: EC2 instance in stopped or terminated state.Check:

aws ec2 describe-instance-status --instance-ids <instance-id>

Common causes:

Insufficient instance quota - Request a limit increase in your AWS account
IAM role issues - Verify the IAM role from the infrastructure template was created successfully
Subnet issues - Ensure the private subnet has a route to a NAT gateway for outbound access

Setup Wizard Shows “Waiting for Controller”

The controller hasn’t connected to our systems yet. This usually resolves in 2-5 minutes.If it persists:

Check instance

Verify the instance is running: aws ec2 describe-instances --instance-ids <instance-id>

Check logs

Check the system log: AWS console - EC2 - Instances - your instance - Monitor and troubleshoot - Get system log.

Check security group

Verify the security group allows outbound HTTPS (port 443).

Check routing

Verify the private subnet routes through a NAT gateway.

Application Not Responding

Check instance

Verify the controller instance is running (see above).

Check Customer Portal

Check your Customer Portal for deployment errors.

Check logs

View the controller system log via the AWS console.

High Resource Usage

Check CloudWatch metrics for the controller instance:

aws cloudwatch get-metric-statistics \
  --namespace AWS/EC2 \
  --metric-name CPUUtilization \
  --dimensions Name=InstanceId,Value=<instance-id> \
  --start-time $(date -u -v-1H +%Y-%m-%dT%H:%M:%S) \
  --end-time $(date -u +%Y-%m-%dT%H:%M:%S) \
  --period 300 \
  --statistics Average

If the controller is consuming more resources than expected, contact us. It may indicate a configuration issue or a need to resize the instance.

Getting Help

If you can’t resolve an issue:

Gather information

Controller logs
Controller status
Any error messages from the setup wizard or Customer Portal
When the issue started

Send us the above information. The more detail you provide, the faster we can help.

Enable troubleshooting permissions

If we need to investigate, enable the appropriate permission tier. You can revoke them as soon as the investigation is complete.

Getting Started

Installation

Configuration

Security

Operations

Reference

Troubleshooting

General Issues

Terraform Apply Fails

DNS Not Resolving

Can’t Reach the Application

Environment-Specific Issues

Controller Pod Won’t Start

Setup Wizard Shows “Waiting for Controller”

Application Not Responding

High Resource Usage

Controller Instance Won’t Start

Setup Wizard Shows “Waiting for Controller”

Application Not Responding

High Resource Usage

Getting Help

​General Issues

​Terraform Apply Fails

​DNS Not Resolving

​Can’t Reach the Application

​Environment-Specific Issues

​Controller Pod Won’t Start

​Setup Wizard Shows “Waiting for Controller”

​Application Not Responding

​High Resource Usage

​Controller Instance Won’t Start

​Setup Wizard Shows “Waiting for Controller”

​Application Not Responding

​High Resource Usage

​Getting Help

General Issues

Terraform Apply Fails

DNS Not Resolving

Can’t Reach the Application

Environment-Specific Issues

Controller Pod Won’t Start

Setup Wizard Shows “Waiting for Controller”

Application Not Responding

High Resource Usage

Controller Instance Won’t Start

Setup Wizard Shows “Waiting for Controller”

Application Not Responding

High Resource Usage

Getting Help