Troubleshoot floating IPs

Cause

The order waits for its invoice, the hold on its address has expired, or we could not assign the address. The order's page shows Payment due while the invoice is unpaid, and the order is on the Subscriptions tab of Billing. Its invoice is on the Invoices tab.

Fix

When the page reads Payment due, pay under Pay invoice, or open the invoice under Billing and pay it there. We cancel an order whose invoice is still unpaid after two days, by default. When the API shows the order as expired, place a new order. If an error stays under a paid order, contact support. Follow the order explains each step, and With the API explains each status.

Cause

The floating IP's service is not active. Pending means its first invoice is unpaid or we are still setting it up. Suspended means we suspended it, usually for an unpaid invoice. Either way, the card on the Floating IPs list says what to do, and the Show menu's Not active choice lists them.

Fix

Pay the open invoice from Billing or the floating IP's Billing tab. A suspension also detaches the floating IP, so attach it again after you pay.

Cause

We could not set the floating IP up. Its card says "We could not set this up. Contact support and we will look into it."

Fix

Select Contact support on the card, and give the address or its Service ID (Contact support).

Cause

The address is attached to another target, the server already has a floating IP, the floating IP is suspended, or every host of the subnet is in use. The message under the form names the cause.

Fix

Follow the entry for that message in Attach and detach a floating IP.

Cause

IPv6 addresses attach to Cloud Compute instances only. The Attach tab of an IPv6 address lists instances only, and an API request answers This server takes IPv4 floating IPs only for now. Attach this IPv6 address to a Cloud Compute instance. A request that sends is_primary as true answers An IPv6 address is never an instance's primary address. Leave is_primary out.

Fix

Attach the IPv6 address to an instance, as an additional address. For a server, order an IPv4 address instead.

Cause

The /64 comes with its instance and stays with it until the instance ends. Its panel has no Attach tab, and an API request to attach or detach it answers This /64 comes with its instance and stays with it.

Fix

For an IPv6 address that you can move between instances, order an IPv6 address and attach it.

Cause

An instance sets up its addresses when it starts, so a new address does nothing until the instance restarts from the dashboard. This holds for an IPv6 address too. On a server that is stopped, the address applies when the server next starts, and the page shows no message about it. A firewall inside the machine, or a DDoS Shield rule, can also drop the traffic.

Fix

Restart the instance from its header, as Start, stop and restart an instance describes, or restart the server. Check that the firewall inside the machine allows the port. Then check the address's Shield tab, as the next entry describes.

Cause

A rule matches the traffic, or When no rule matches is Drop and no Allow rule names it. A rule with a prefix that has no length, or with a port in the second box alone, matches everything. In the Standard and Custom modes, only TCP, UDP and ICMP reach the address.

Fix

Open the address's Shield tab (on the Floating IPs list, the ... menu of its card has Shield) and correct the rules, as Change a floating IP's DDoS protection describes. The Events tab of DDoS Shield shows attacks on your addresses.

Cause

Resolvers still hold the old answer, or we do not host the reverse zone that covers the address. A hostname whose A record points elsewhere also fails the check mail servers make.

Fix

Ask our nameserver directly with dig -x 203.0.113.10 @ns1.coritan.com +short, or dig -x 2001:db8:1000:5::25 @ns1.coritan.com +short for an IPv6 address, and follow Set reverse DNS for a floating IP for what the answer means.

Cause

The address is outside the /64, and the tab shows a message such as 2001:db8:2::25 is not inside 2001:db8:1000:5::/64. Or the /64 already has 256 records, and the message reads This /64 already has 256 PTR records, the most it can keep. Set a new hostname on one of its addresses instead.

Fix

Type an address inside the /64, or give one of the addresses that already has a record the new hostname. Set reverse DNS for an address in an IPv6 /64 has the steps.

Cause

We suspended it, usually for an unpaid invoice, which detaches it. An instance or server that ends also leaves the floating IPs attached to it detached, and they stay on your account.

Fix

Pay the open invoice if there is one, then attach the floating IP again.

Cause

The IPv4 address that comes with a Cloud Compute instance ends with the instance, even when you attached it somewhere else. The instance's IPv6 /64 ends with it too.

Fix

You cannot get the address back. For an address that must outlast an instance, order a floating IP on its own and attach it to the instance.

Cause

A single address costs nothing while it is an instance's primary address, or while your account plan pays for it. It was detached, moved to a server, or replaced as primary by another address. Or your account plan stopped paying for it: the account moved to a smaller plan, a free trial ended, or the plan is suspended for an unpaid invoice. The plan then keeps paying for your oldest addresses, and the newest renew at their own price. The Activity table on the address's Billing tab records when the plan stopped paying.

Fix

Make it the primary address of an instance again, move to a plan that pays for more addresses, pay the plan's open invoice, or cancel the address if you no longer need it. What a floating IP costs and When your account plan pays for it have the rules.

Contact support with the floating IP's address and its Service ID, which the Overview and Billing tabs show. For problems inside an instance, see Troubleshoot instances.