Troubleshooting
This section is the reference for diagnosing and resolving common issues with Thinfinity® Cloud Manager. Each article covers a category of problems, with symptoms, likely causes, and step-by-step resolutions. Use the diagnostic flow below to identify the right article, then follow the guidance there.
Diagnostic Flow
When something doesn’t look right, start by inspecting the monitoring surfaces and branch from there:
If the symptom is a user-facing error rather than something visible in the monitoring surfaces, jump directly to the relevant article in the In This Section table below.
General Checklist for Any Issue
For any Cloud Manager issue, this short checklist resolves a significant portion of cases before deeper investigation:
- Refresh state. If symptoms don’t match the underlying provider state, the Cloud Manager view may be stale. Refresh and re-check before deeper investigation.
- Verify credentials. Open the relevant credential set in the Credentials tab (see Credentials) and confirm the values are current. Credentials can silently expire or be revoked at the provider.
- Check the deployment log. For deployment-related issues, the Terraform output in the Deployments tab’s View Log dialog contains the raw provider error message. See Instance and Deployment Logs.
- Check the provider console. Sometimes the provider (AWS, Azure, etc.) has context that Cloud Manager does not surface — quota alerts, service health incidents, maintenance notifications.
- Check broker connectivity. If multiple models are affected simultaneously, the issue is more likely at the broker or network layer than at any individual model.
Log Locations
Relevant log locations on the Workspace server are listed below.
| Log | Location |
|---|---|
| Cloud Manager event log | Per-instance View Log dialog |
| Terraform deployment logs | Deployments tab in the UI |
| Workspace broker log | From the Configuration Manager, the Show Log button in the lower left corner will present the logs stored at the following location: C:\Users\Public\Documents\Cybele Software\Thinfinity\Workspace\Thinfinity.RemoteDesktop.Server.log |
| Virtualization Agent log | On the target VM, same as above, from the Configuration Manager/Show Log button. |
For sensitive production environments, coordinate with Cybele Software support to collect the appropriate logs when escalating an issue.
Contacting Support
If the issue cannot be resolved using the guides in this section, escalate to Cybele Software support with:
- Cloud Manager version and broker version (Web Manager > About)
- Provider and target region
- Model name and version (Production / Staging / Testing)
- Full error message, including Correlation ID if available
- Relevant entries from the View Log dialog (per-instance) or Deployments tab (per-deployment)
- Deployment log excerpt (for deployment failures)
- Screenshots of the symptom
In This Section
| Article | Use When |
|---|---|
| Connectivity Issues | Broker cannot reach the cloud provider, credentials fail, network endpoints unreachable |
| Provisioning Failures | Deployments fail, instances stuck in provisioning, Virtualization Agent doesn’t register |
| Access Profile Errors | Users receive errors when clicking Access Profiles |
| Terraform Errors | Template-level errors, state conflicts, destroy failures |
| Staged Power On/Off Issues | Problems related to the staged on/off powering |
See Also