Welcome to the FPT HI GIO CLOUD help center
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Where can I check my root or administrator passwords of the VMs?
According to our policy, we do not store any of your passwords. The password is automatically set by the system each time when you create a VM.
If you forgot your password, please use the Reset Password functionThe system will automatically update your password and show it immediately on the pop-up window. Your new password will be automatically sent to your email at the same time.
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Is it possible to resize my VM without stopping it?
No, you cannot resize your VM without stopping it. However, you can resize the volume when the VM is running.
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How to install VMware tools on Linux?
To install VMware tools, please follow the instruction, Click here.
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How to create a VM that connects to multiple networks?
You can create multi-Tier in VPC. Each VM can attach 1 or more Tier.
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What should I do if my VM becomes read-only (Linux OS)?
This can only happen on Linux OS. To fix this trouble, please Log In to the Single-User mode[Add screenshot], check and fix file system with “fsck” command. If you have the snapshot of this VM, please consider to recover it.
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I lost my SSH key, and cannot Log In. Do I have to re-create my VM?
If you lost your SSH key, you don’t need to re-create your VM. You can renew SSH key and add to this VM. You must stop your VM before renewing the SSH key.
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The message ‘file system error’ appears when I start up my VM. What should I do?
For the Linux OS: please Log In to the Single-User mode, use “fsck” command to check file system and fix it.
For the Windows OS:please use Recovery Environment to check and fix it. If you cannot fix it, please restore your VM from the snapshot version. -
Can I use an LVM?
Yes, you can use LVM for OS disk if you manually install Linux OS. And you can also LVM for Data disk.
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Why is the device 's names are swapped or mounted to the wrong disk after I restart my VM? (CentOS 6)
Please check the uuid at /etc/fstab, and check the uuid of partition on VM. Reconfigure /etc/fstab that use uuid to mount exactly partition instead of partition name.
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Can I change my VM host name?
Yes, you can change your VM host name.
But the DHCP server doesn’t see this change. So, you have to set up hosts files to your VM. -
Are VMware tools already installed in my VM?
Yes, if you are using a VM with our template, VMware tools are already installed in it.
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What is the ‘default NIC’ of my VM?
‘Default NIC’ has a default GW to internet connection.
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How to change my VM resources (CPU/ Memory)?
Please use the "Change Service" function to change your VM resources.
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What will happen if I won’t install any VMware tools?
If you won’t install any VMware tools, your VM won’t be running on its fullest performance.
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Can I use my own Windows OS Client?
No, you cannot use your own Windows OS Client.
According to the agreement between FPT HI GIO CLOUD and Microsoft, you must use our Microsoft Template (integrated license). -
Is there any limit to the number of CPU cores that can be recognized by SQL Server Standard edition?
SQL Server Standard edition is powered by Microsoft. Currently, Microsoft is limiting lesser of 4 sockets or 24 cores. There is no problem when you install SQL Server Standard edition on your VM.
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Do I need to install any functions for HA or are there any fail-over functions already installed?
All VMs already have an HA setup by Hypervisor. You don’t need to install any functions for HA.
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How to install an OS?
Each template that you choose already contains an OS.
If you want to install an OS manually, you must upload ISO or OVA image. After that, you should boot the VM and install an OS. -
Are there any SSH key management features?
You can generate an SSH key and manage your SSH key on the FPT HI GIO CLOUD portal.
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Why doesn’t the memory increase when I resize my VM?
Please try to reboot your VM.
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How to Log In to the Single-User mode?
To Log In to the Single-User mode, please follow the steps below:
- Please press any key to enter the GRUB interactive menu at the GRUB splash screen during the boot time.
- Select Linux with the version of the kernel that you want to boot and type “a” to append the line.
- Go to the end of the line, press spacebar and type “single” as a separate word. Press Enter to exit the edit mode.
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How to disable password resets in my VM?
For Linux: Disable cloud-set-guest-password service from chkconfig or systemctl.
For Windows: Disable Cloud.com VM Instance Manager. -
Can I recover a VM after I deleted it?
No, you cannot recover your VM after it’s been deleted.
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How long does a fail-over take?
Immediately. VM will automatically start on another Physical host, so you won’t be affected by any fail-over. The system will automatically send you the report about every fail-over to your email.
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How much does it cost to create a VM?
The cost of a VM consists of multiple costs:
- CPU, RAM, OS size, volume size, quantity of Public IPs, etc.
- Add on services: snapshots, store ISO files, store template files, Windows license, etc.
To calculate your estimated cost for creating a VM, please Log In to the FPT HI GIO CLOUD and visit the Price Calculator page
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Why does it cause a timeout when I use the ‘ntpq –p’ command?
Please check the connection between VM and NTP server.
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Can I give the same name to different VMs?
Yes, you can give the same name to several different VMs you create.
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Why does my Windows 2012 VM fail during the splash screen when I restart it?
Please use Recovery function on Windows to fix it or restore it from a snapshot version.
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How to use keepalived?
Create 1 IP that is VIP use of keepalived, then configure keepalived service on all servers.
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Why can’t I input ‘=’ or ‘:’?
Please make sure that your keyboard settings match the VM keyboard settings.
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Why can’t I Log In to the SQL server?
Please check the status of SQL service and make sure all of the SQL services still running. If not, please restart them and monitor the status.
Check the log file of SQL service to find the error. -
Are iptables already configured?
Configuration with default setting. You must modify iptables after you Log In to your VM.
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How to confirm VM MAC addresses from the Cloud console?
Please Log In to your VM via Cloud console, after that you can check the MAC address
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Will the Cloud console of OS restart automatically after it has been shut down?
Yes, the Cloud console of OS will restart automatically after it has been shut down.
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Why does the error appear when I upload a public key and create a VM?
When you upload a public key and create a VM you shouldn’t see any error. However, if you see the error, please contact our Support Center.
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Why can’t I access the VM? The system says that Windows is ‘running’.
Please check your port forwarding setting for Remote Desktop.
Please make sure that remote desktop services are running.
Please check that your firewall configuration doesn’t deny the remote connection.
Please check if Windows Update isn’t updating your VM at the moment.
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The load average from my VM seems very high, is something wrong?
Please check if your VM doesn’t use too much CPU, RAM or IOPS.
Please make sure your VM doesn’t show any suspicious activity.
If you detect any suspicious activity in your VM, please contact support center to report the issue.
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What hypervisor does FPT HI GIO CLOUD support?
FPT HI GIO CLOUD supports VMware ESXi 5.5 hypervisor.
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Should I always update the kernels and packages for my VM to the latest versions?
Yes, we recommend you to always update the kernels and packages for your VM to the latest version, to make sure your VM is running to it’s fullest.
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How to stop my VM?
To stop your VM, please follow the instruction below:[Add screenshot]
- Log In to your FPT HI GIO CLOUD account.
- Click Cloud in the top menu to be redirected to your cloud portal.
- Click Services in the submenu and select Manage Resources on the right side of the page.
- Select the VM you want to stop, then click the Settings icon and click Stop VM in the dropdown menu.
- Confirm that you want to stop that VM.
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How to use an attached volume? (CentOS 6, CentOS 7)
Please create volume with your required size. Attach it to the VM, then Log In to the VM and check a new partition. After that please format and use it.
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How many disks (volumes) can I add? How many volumes can I add per each VM?
FPT HI GIO CLOUD doesn’t have any limitation for the number of disks (volumes) you can add.
The total size of disks is 2000GB.
FPT HI GIO CLOUD allows you to add up to 13 disks per 1 VM. This limit is required by Virtual SCSI HBA. -
Will the volume be deleted if I delete my VM?
When you delete your VM, the Root Volume will be automatically deleted. However, the Data Volume will still be stored.
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How to export the volume of my VM?
To export the Data Volume of your VM, please follow the steps below:
- Log In to your FPT HI GIO CLOUD account.
- Click Cloud Portal in the top menu to be redirected to your cloud portal.
- Please stop your VM before export volume
- Click Services in the submenu and select Manage Resources on the right side of the page.
- Click the Volumes tab and then select the volume you want to download.
- Click the Download icon to download Volume
- Confirm that you want to download the volume.
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How to use an attached volume? (WindowsOS)
Please create volume with your required size. Attach it to the VM, then Log In to the VM and check a new partition in the Compute Management. After that please format and use it.
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Will the Data Volume created at the same time as the VM be automatically attached and mounted?
No, the Data Volume created at the same time as the VM won’t be automatically attached and mounted. If you want to attach and mount the Data Volume, you must manually attach and mount it to the VM.
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I created a new data disk from my root disk. Why does the OS on the data disk start running when I attach it to a different VM?
Please check that you haven’t chosen the data disk to boot which already has an OS.
To make sure the OS on the data disk won’t start running automatically when you will attach it to a VM, you must choose the exact partition to boot. -
Can one VM use the volume that another VM is currently using?
No, only one VM can use the Data Volume at the same time. However, when you detach the Data Volume from the first VM, you can attach this Data volume to another VM and start using it.
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What is the size of the root disk when I create a VM?
The size of the root disk is 40GB and it’s not changeable. If your system requires bigger volumes, please put your data to the Data Volume.
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I don’t see the button to delete the Data Volume?
In the normal case, when the Data Volume is detached from the VM and don’t have any snapshots, you can easily delete the Data Volume.
However, if you don’t see the button to delete the Data Volume, please make sure that the Data Volume isn’t attached to the VM or hasn’t any snapshots. -
How to import the Data Volume?
To import the Data Volume of your VM, please follow the steps below:
- Upload Volume image to your HTTP Server. Volume image format is OVA.
- Log In to your FPT HI GIO CLOUD account.
- Click Cloud in the top menu to be redirected to your cloud portal.
- Click Services in the submenu and select Manage Resources on the right side of the page.
- Click the Volumes tab and then click the Upload Volume button on the left side of the page.
- Fill out the form and click OK
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Can I change a private address?
No, you cannot change a private address. Each VM is allocated to its Private IP by the system and you cannot change it.
If you want to allocate any specific IP address to your VM, you can set it as the secondary IP address. -
Can I obtain a public IP?
Normally, Public IP address is assigned to a Virtual router. The VM is only allocated to a Private IP address.
If you want to assign any Public IP Address to your VM directly, please set Static NAT. -
Can I allocate multiple IP addresses to a single VM?
Yes, you can allocate multiple IP addresses to a single VM. You can attach multi-private network to your VM.
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Can I change the source’s public IP address to a Static NAT?
Yes, every customer has 1 default Public IP and you can change it with the second public IP address using Static NAT.
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What is the source IP address that the VM uses to connect to the Internet?
The VM uses only Private IP address to connect to the internet. The Public IP address stays at the Virtual Router. The packet sends or receives to/from the Public IP using Source NAT.
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Is there any way to use a virtual IP?
Yes, you can create a Private Network with a Private Range IP, then attach this network to the VM. In that case, the VM will have 1 Private IP address that belongs to this Private Range IP.
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Can I set port forwarding and load balancing together to a single Public IP?
Yes, you can set port forwarding and load balancing together to a single Public IP.
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Can I set a static NAT and port forwarding, and load balancing together to a single Public IP?
If Public IP is being used for static NAT, you cannot use this Public IP for the port forwarding and load balancing.
If Public IP is being used for port forwarding or load balancing, you cannot use this Public IP for static NAT. -
How to find the Private IP address of my VM?
For Linux: please use “ifconfig” command to see the Private IP Address.
For Windows: please use “ipconfig /all” command to see the Private IP Address. -
Is the reverse DNS already set up for public IP addresses?
Yes, the reverse DNS already set up for public IP addresses.
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How to check the IP address of a virtual router?
To check the IP address of a virtual router, please follow the steps below:
- Log In to your FPT HI GIO CLOUD account.
- Click Cloud in the top menu to be redirected to your cloud portal.
- Click Services in the submenu and select Manage Resources.
- Click the IP Addresses tab and you will see the list of your IP addresses on the left side of the page.
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Are there any limitations on the number of IP addresses I can have?
You can have 2 secondary IP address per one VM.
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How to Log In to the VM without an SSH key?
Please use the password for your VM to Log In.
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How to remotely connect to the VM? (Linux OS)
To remotely connect to the VM, please allow the firewall to accept SSH connection (TCP 22). Then use the SSH client tool to remotely connect to the VM.
We strongly recommend you to restrict the Source IP address for the firewall rule.
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How do I connect to my VM console?
To connect to the VM console, please follow the steps below:
- Log In to your FPT HI GIO CLOUD account.
- Click Cloud in the top menu to be redirected to your cloud portal.
- Select VM that you want to connect to and you click “view console” button on the right side of the page.
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Can I use source IP address to load balance algorithm for HTTPS access?
Yes, you can select the algorithm load balancing, “source” algorithm supports you to check source’s IP Address.
However, Load Balancer cannot install SSL certificate. If you want to install SSL certificate in Load Balancer, you have to prepare a VM with Static NAT as load balancer
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How do I remotely connect to the VM? (Windows OS)
To remotely connect to your VM, please set firewall policy and allow RDP connection (TCP 3389), then use Remote Desktop Client to connect to the VM.
We strongly recommend you to restrict the Source IP address for the firewall rule.
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Can I set up a VPN between sites?
Yes, you can set up two types of VPN: “client to site” or “site to site”.
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Why is my connection via the load balancer timed out?
Please make sure that your VM isn’t overloaded.
Please check log files from the server and try to ping a public IP address and private IP address to detect the problem.
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Why aren’t my several Windows VMs connected when they have multiple NICs?
You can set only one gateway as the default gateway on your VM.
When Windows VMs have multiple NICs, Windows automatically receives two default gateway settings via DHCP.
Please set up routing table manually to make sure that routing table works correctly.
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Can I use source IP address to load balance algorithm for HTTP access?
Yes, you can select the algorithm load balancing, “source” algorithm supports you to check source’s IP Address.
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Can I use the load balancer if my VM is not open to the public IP such as the DB?
Yes, you can use Private IP to load balancing for the VM that only has Private IP.
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Why do I still get PING responses after I stopped all VMs with load balancing and port forwarding functions?
VM only has Private IP. When you ping Public IP, it stays at the Virtual Router. So, when you ping Public IP the Virtual Router responses with the ping request.
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What do I do if my connections are suddenly cut? (CentOS 7)
Please check the status of your VM and check the status service of your VM. Then open the log files to detect the problem.
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Can I remotely access VPN with Windows?
Yes, FPT HI GIO CLOUD supports windows 7 – 10 “client to site” connection (L2TP over IPSec).
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Are the load balancers on a non-redundant setup?
Load balancer will automatically failover in case if it’s down.
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How do I use ICMP types/ ICMP codes on the firewall?
If you want to allow pings from the Internet, please set up ICMP type8 / code0 .
Please follow this link to get more information about ICMP and map it to Firewall configuration: https://www.iana.org/assignments/icmp-parameters/icmp-parameters.xhtml -
Why do I see error when I enable a static NAT?
Please make sure this Public IP is not used for other services such as LB or Port Forwarding.
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Why can’t I remotely access VPN with iOS/ MacOS?
To remote access a VPN with iOS/ MacOS, please use VPN protocol L2TP over IPSec.
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How to change the network rules?
To change the network rules, please follow the steps below:
- Log In to your FPT HI GIO CLOUD account.
- Click Cloud in the top menu to be redirected to your cloud portal.
- Click Services in the submenu and select Manage Resources.
- Click the IP Addresses tab and you will see the list of your IP addresses on the left side of the page.
- Select IP address and click “Firewall” Tab.
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Can several VMs with the same network connect with each other?
Yes, multiple VMs associated with the same network can connect with each other.
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Can I use multiple VLANs within a single account?
Yes, you can use multiple VLANs within a single account.
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Does the load balancer conduct health checks for the VMs?
Yes, the load balancer conducts health checks for the VMs.
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Which communication protocols does FPT HI GIO CLOUD support?
FPT HI GIO CLOUD supports TCP and UDP protocols.
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Can I control the traffic going externally, using the firewall?
Yes, you control the traffic going externally, using the firewall.
You can set ACL both ingress and egress in VPC network setting.
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Am I using the same network as the other customers?
Yes, all customers’ networks are completely isolated, so you do not need to worry about another customer’s network.
FPT HI GIO CLOUD isolates each network, using VLAN.
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How to add an IP filter to my VM?
To add an IP filter to the VM, please follow this instruction:
For VR:- Log In to your FPT HI GIO CLOUD account.
- Click Cloud in the top menu to be redirected to your cloud portal.
- Click Services in the submenu and select Manage Resources.
- Click the IP Addresses tab and you will see the list of your IP addresses on the left side of the page.
- Select IP address and click “Firewall” tab, and configure it.
For VPC:
- Log In to your FPT HI GIO CLOUD account.
- Click Cloud in the top menu to be redirected to your cloud portal.
- Click Services in the submenu and select Manage Resources.
- Click the VPCs tab and you will see the list of your VPCs on the left side of the page.
- Select VPCs and click “Network ACL List” tab, and configure it.
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How to setup additional NICs? (CentOS 7)
To setup an additional NIC, please attach a NIC to a VM, then enable this NIC and set IP address for it.
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How many networks can I use?
You can use up to 4 networks.
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How to add a NIC to my VM?
To add a NIC to the VM, please follow this instruction:
- Log In to your FPT HI GIO CLOUD account.
- Click Cloud in the top menu to be redirected to your cloud portal.
- Click Services in the submenu and select Manage Resources.
- Select VM, and Click “Manage” icon, then you click “Add network to VM”.
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What CIDR can I set up on the additional networks?
You can use the Private IP addresses below:
192.168.0.0 – 192.168.255.255
172.16.0.0 – 172.31.255.255
10.0.0.0 – 10.255.255.255
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Why can’t I delete an additional network?
Please make sure that no other VM is using it at the moment.
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How to check the connection number of a private connection?
To check the connection number of a private connection, please use the “netstat” command on your VM.
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How much does an additional network cost?
Additional networks are free of charge.
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How to order a private connection/MPLS?
Please contact us to discuss your requirements and order a private connection/MPLS. We’re happy to help.
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How much do regular snapshots cost?
To calculate the cost of a snapshot, please use the formula below:
Cost of snapshot = 100% source volume size * generation * retention hours
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Why isn’t the OS on my VM created from the snapshot running?
Please make sure that the source disk uuid is written in /etc/fstab .
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How to take volume snapshots?
To take volume snapshots, please follow this instruction:
- Log In to your FPT HI GIO CLOUD account.
- Click Cloud in the top menu to be redirected to your cloud portal.
- Click Services in the submenu and select Manage Resources.
- Click the Volumes tab and you will see the list of your volumes on the left side of the page.
- Select the volume you want to take snapshot of and then click the Settings icon and choose Take Snapshot.
- Confirm that you want to take a snapshot.
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How to restore my VM from a snapshot?
Use “Revert volume to snapshot” function.
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What will happen if some data has been updated during a snapshot?
If some data has not been included in the snapshot, that data will be lost when you revert from this snapshot.
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Can I operate the VM during a snapshot?
Yes, you can operate the VM during a snapshot.
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Why can’t I take a snapshot?
Please make sure that VM I/O load is not high, please retry when VM I/O is low.
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What is the maximum number of snapshots I can take per one VM?
You can take up to 7 snapshots of each VM.
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Can I import an external VM image?
Yes, you can import an external VM image.
To import the external VM image, please follow the steps below:- Upload Volume image to your HTTP Server. VM image format is OVA.
- Log In to your FPT HI GIO CLOUD account.
- Click Cloud in the top menu to be redirected to your cloud portal.
- Click Services in the submenu and select Manage Resources on the right side of the page.
- Click the Templates tab and then click the Add New button on the left side of the page.
- Fill out the form and click OK.
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How to create a VM from a CentOS 6 MyTemplate?
Please install VMware-tools.
Then remove /etc/udev/rules.d/70-persistent-net.rules
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How to create a VM from my registered template?
Please choose ‘Mine’ from Category in Launch VM page.
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What kind of pre-set templates does FPT HI GIO CLOUD have?
- CentOS 6.8 (64 bit)
- CentOS 7.3 (64 bit)
- Ubuntu 14.04 (64 bit)
- Ubuntu 16.04 (64 bit)
- Windows 2008 R2 Edition (64 bit)
- Windows 2012 R2 Edition (64 bit)
- Windows 2016 R2 Edition (64 bit)
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Can I make a template from already existed VM?
Yes, you can make a template from already existed VM.
- Take Volume Snapshot
- Log In to your FPT HI GIO CLOUD account.
- Click Cloud in the top menu to be redirected to your cloud portal.
- Click Services in the submenu and select Manage Resources on the right side of the page.
- Click the Templates tab and then click the snapshot that you want to create a template.
- Click settings icon, and click “Create Template” button.
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Can I export my template?
No, you can’t export your template. Please use function export Volume.
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Will I be charged extra fees if I upload an external VM image?
You will pay only the storage fee.
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What should I do if an error appears when I import a template?
Please contact our technical support. We are happy to help!
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Are there any limitations to the sizes of exported templates?
The maximum size of a template you can export is 500GB.
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How will I be billed for using the Windows server?
The cost when you chose to use Windows Server is 890,000 VNĐ/month
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How to delete a template?
- Log In to your FPT HI GIO CLOUD account.
- Click Cloud in the top menu to be redirected to your cloud portal.
- Click Services in the submenu and select Manage Resources on the right side of the page.
- Click the Templates tab and then click the snapshot that you want to create a template.
- Click settings icon, and click “Delete Template” button.
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What information is required to use an API?
You need API key, Secret key, Endpoint URL
To confirm the API key, Secret key, Endpoint URL, please follow the steps below:- Log In to your FPT HI GIO CLOUD account.
- Click Cloud in the My Profile menu on the right side of the page.
- Click the API Credential tab and input your login password.
To learn more, please visit the sources below:
CLI tool: https://cloudstack.apache.org/downloads.html#cloudmonkey
Python Library: https://github.com/exoscale/cs
API reference: https://cloudstack.apache.org/api/apidocs-4.7/TOC_Domain_Admin.html -
What should I take note of when setting up port forwarding and load balancing on an API?
Default firewall rule is open. Add this parameter “openfirewall=false”.
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How to configure ACL
Download here
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Does my Virtual machine be synchronized to an any NTP server?
All virtual machines are deployed from HIGIO template are automatically synchronized to a central NTP server
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How to configure my virtual machine synchronize time to the centralized NTP server?
View the User Guide for Windows, Click here.
View the User Guide for Linux, Click here.
If you have any questions, please ask us by filling the form below: