FAQ and known issues

Follow these steps:

1. Log in to Cloud Manager.
2. Obtain the IP address of the CQ cloud Author instance for which you want to view the logs.
3. Using PuTTYgen, convert the PEM file that you used to create the CQ configuration in Cloud Manager to a PPK file supported by PuTTY.

4. Run the PuTTY SSH terminal tool. You can download the tool from this URL.
5. When prompted, enter the IP address of the CQ Author instance as the Host Name.
6. Expand Connection > SSH in the left pane and then select Auth.
7. Browse and navigate to the PPK file you generated in step 3. Click Open.
8. If you see a PuTTY security alert, click Yes to continue.
9. Log in to the SSH terminal as root. You won't need to enter a password.
10. View the CQ Author instance logs at /mnt/crx/author/crx-quickstart/logs.

Every CQ cloud instance has a script that you can use to start/stop CQ manually or restart CQ automatically on reboot. Refer to this forum topic for more information.

When you pause a cloud, the cloud provider charges for CPU cycles at a reduced rate. You are still charged for the allocated storage (for example, Amazon EBS volumes). Paused clouds are displayed in the Clouds dashboard with a yellow status.

When you stop a cloud, no memory, EBS storage, or instances remain allocated to it anymore. However, online backups for the stopped cloud are still retained and can be restored. The cloud provider continues to charge for the saved online backups. Stopped clouds are displayed in the Clouds dashboard with a red status.

You can remove clouds that have either stopped successfully or are in a failed/inconsistent state.

Follow these steps:

1. Open the cloud from the Clouds dashboard.
2. Select Actions > Remove.
3. Confirm that you want to irrevocably remove the cloud.

Stop the cloud and create a new one.

To troubleshoot why the cloud failed to initialize, refer to the activity log. If necessary, send the information in the activity log to Adobe technical support.

See this topic.

Cloud Manager does not support this use case directly yet.

You can enable encryption support for on-demand or scheduled backups of CQ clouds hosted on AWS. Encrypted backups are currently not supported for CQ clouds hosted using Rackspace.

You should use Cloud Manager to make changes to your CQ clouds. Using other tools causes Cloud Manager to get out of sync with your CQ cloud or its resources. For instance, if you stop an instance using the ElasticFox Terminate button, any EBS storage associated with that instance is not freed up automatically. However, this EBS storage is automatically released when you stop the instance using Cloud Manager.

• If you're unable to access CRXDE for a restored CQ 5.6 cloud, try the following workaround:
  • SSH into the affected instance:
     ssh -i <PEM_file_used_for_the_cloud> -l root <instance IP>
  • Restart the CQ instance:
    /etc/rc.d/init.d/cq5 stop
    /etc/rc.d/init.d/cq5 start
  • Once the CQ server has restarted, log in to the CQ instance at http://:<instance_IP>:<port number>.
  • Access CRXDE at http:<instance IP>:<port>/crx/de.
• You may encounter the following error message while trying to Love or Undo Love a package:
  "An error occurred when communicating with the server."
• Changing the admin password for clouds created with Cloud Manager versions earlier than December 2012 may result in backup failures. Do not change the admin passwords for such clouds.
• Occasionally, you may notice that a new backup you created does not appear in list of backups available for the restore operation. Simply refresh the browser page to resolve this issue.

• When you delete a cloud, the cloud may appear to go through several transient stages before it is removed from the Clouds dashboard. This transition does not indicate a problem.
• If you delete a cloud shortly after its creation, the cloud may still have instances running with the cloud provider. You can stop these instances manually.
• When you delete a cloud that has backups, the backup files are removed but not the folder containing those backup files. You should delete this folder manually.
• Remove AWS cloud: Removing an AWS cloud may fail to completely clean up AWS S3 files.

• You may encounter problems while starting a cloud created using credentials or a CQ license containing non-English characters.
• Amazon Free Usage Tier support:
  • Performance of Micro Amazon EC2 instances is slower than other instances. See http://aws.amazon.com/free/ for details.
  • The Asia-Pacific Tokyo AWS region tends to have intermittent failure issues for Micro instances.
• You may face intermittent issues while starting new Rackspace CQ clouds or restoring old clouds from online backups. To resolve such issues, check the cloud's activity stream and retry the operation.
• If you experience unexpected UI behavior, clear your browser cache to resolve the issue.
• Minor issue: For new users, the link to the forum on the “Thank You” page will become invisible after the first login.
• Upload package: Attempts to upload the same package with the Overwrite option selected may fail with the error message: Unexpected Internal Error.
• Backed up CQ clouds having more than one Dispatcher or Publish instance are always restored in the 1-1-1 configuration (1 Dispatcher, 1 Author instance, and 1 Publish instance). When you pause such a restored cloud, the user interface incorrectly shows the cloud in a 2-1-2 configuration (2 Publish instances, 1 Author instance, and 2 Dispatchers). Further, you can restart such a paused cloud and add a Publish instance and/or a Dispatcher tier. In this case, the user interface incorrectly shows the cloud in a 3-1-3 configuration.
• In Cloud manager 1.5, the author password is the same as the admin password that was set at the time of launching a new cloud. The author cannot log in with the default credentials (user name author and password author). However, if you install the "cq-commerce-content" package, the Cloud author credentials are reset to the default author credentials (user name author and password author).

• After you restore a CQ cloud from online backup, the Go To Publish and Go To Author links may not work right away due to DNS server TTL (time to live) considerations. You may need to wait up to 24 hours for these links to work again.
• Only unencrypted backups are currently supported for CQ clouds hosted using Rackspace Cloud Hosting.
• Encrypted backups are not supported for AWS CQ clouds started using versions of Cloud Manager earlier than August 2012.
• You may encounter intermittent issues while starting up CQ clouds hosted in different Rackspace regions/data centers.
• You can continue to add CQ clouds using Rackspace credentials created through Cloud Manager versions earlier than August 2012. However, such CQ clouds do not support keypair-based login or cloud password reset functionalities. Also, Rackspace CQ clouds launched using earlier versions of Cloud Manager do not support these functionalities.