Start with safe evidence
Generate the sanitized installation report. Record the installed version, architecture, time and time zone, affected page, Module or Sub-module, service health, and safe error code.
Remove personal data and secrets before sharing any log excerpt. For host, database, or protected installation loss, use the Disaster-recovery runbook.
Installer reports a host-directory or mount error
On Docker Desktop, confirm the operating-system account's approved installation location is permitted in file-sharing settings. Re-run the exact published installation command after correcting access. Do not move protected installation data manually.
Automatic certificate fails
Confirm:
- DNS resolves to the intended public address;
- ports 80 and 443 reach the server;
- router, host, and cloud firewall rules permit the traffic;
- no other service occupies the ports; and
- server time is correct.
Run Network settings checks after each correction.
Network check reports an address mismatch
Coordinate with DNS and host administrators. Correct DNS when it is wrong; use a reviewed network change when the approved address has changed. Do not approve an unexpected address merely to make the check pass.
A network change is waiting, expired, or failed
Generate a new handoff only when the host administrator is ready. A submitted host command is not complete until the page reports a successful final result.
For a failed or restored change, use the previous approved URL, review the safe command output, and run checks again. Do not hand-edit deployment configuration or application data.
Evaluation tunnel is unavailable
Confirm the tunnel process is running, its forwarding port matches the OneView evaluation setup, and the current tunnel hostname matches the configured hostname. Evaluation tunnels are temporary and should not be treated as a production availability path.
Database connection test fails
Check the hostname, port, database name, username, password, selected TLS mode, certificate authority where required, firewall rules, and database network allow-list from the OneView server—not only from an administrator's laptop.
An update is applying or interrupted
Do not start another update. Service restart can briefly make the browser unavailable; keep the terminal attached and wait for a final result.
If the update process or host stopped before a final result:
- Confirm no updater is still running.
- Preserve the safe attempt reference and terminal output.
- Keep integration traffic paused.
- Follow the installed recovery guidance for that exact version and attempt.
- Validate the resulting version before reopening traffic.
Do not edit application data, generated deployment configuration, backups, or update status to force success. See the Update runbook.
An API Service Account key is missing or rejected
OneView cannot reveal a complete key after creation or rotation. If the show-once value was lost, rotate it from a trusted administrator session and deploy the replacement from the approved secret manager.
A rotated, revoked, expired, malformed, or unknown key is rejected. Do not try to recover it from logs, backups, or the database.
Vendor configuration saved but requests fail
A saved connection does not prove that the provider accepted the credentials. Confirm the Sub-module and environment, active/preferred status, provider account, IP allow-list, outbound network path, and safe verification error code. Use provider-approved synthetic data and reconcile uncertain requests before retrying.
A licensed Module or Sub-module is missing from navigation
- Confirm the user can still open Dashboard. Dashboard availability does not depend on optional Modules.
- Open License & Updates → License and verify that the parent Module and expected Sub-module are listed.
- Refresh the license if it was recently changed, then sign out and sign in again.
- Check License & Updates → System updates. Apply an approved update when the installed version does not yet support the Module or Sub-module.
- After the update, sign in and check navigation again.
Only configure a vendor connection when the Sub-module page identifies one as required or optional. Modules and Sub-modules that work without adapters do not need vendor setup. If the current installed version, license, and user permissions are correct but the item remains unavailable, share the installed version, public license ID, Module and Sub-module names, and a safe screenshot with the approved support contact. Do not share license credentials, vendor credentials, or client data.
Administrator recovery fails
Confirm the target is an existing system administrator and that the installed recovery workflow was followed for the exact release. Issue a fresh approved recovery attempt when the previous one expired or was consumed. Do not edit user, password, role, or session records.
Licensing fails
Check outbound HTTPS, server time, license dates and status, installation capacity, and that the license and activation values belong together. Share only the safe request reference and error code, never the credentials.