Welcome to the OnApp Support portal!

Your one stop shop for OnApp Support. Raise tickets, view tickets, search our knowledgebase and stay up to date with the latest support announcements.

Dashboard accounts are required for support calls and tickets

You now need an OnApp dashboard account to raise a support ticket, either online or by phone, so you should create new dashboard accounts for any member of your team that might need to contact us. Once they have an account they can log in here to submit tickets. To set up those user accounts:

  • Log in to the dashboard
  • Go to Accounts -> Users and click the Add a new user button
  • Complete the form, making sure you check the boxes for Dashboard, Helpdesk and Forum access
  • Click the Create User button to finish

Tokens for telephone support

We've improved security for telephone support by introducing a new support token. Your token is displayed in the dashboard when you log in - you'll need to give that code to our team if you call us.


If you have any difficulties setting up dashboard accounts or using the new portal, just let us know.


OnApp Support

James Withall Apr 08 1 OnApp Cloud / Cloud Knowledgebase

The Heartbleed Bug is a serious vulnerability in the popular OpenSSL cryptographic software library, you can read more about it here:


This has been fixed by the vendor in the openssl-1.0.1e-16.el6_5.7.i686.rpm and openssl-1.0.1e-16.el6_5.7.x86_64.rpm for i386 and x86_64 CentOS platforms respectively.

The status of current OpenSSL versions is as follows:

    •    OpenSSL 1.0.1 through 1.0.1f (inclusive) are vulnerable
    •    OpenSSL 1.0.1g is NOT vulnerable
    •    OpenSSL 1.0.0 branch is NOT vulnerable
    •    OpenSSL 0.9.8 branch is NOT vulnerable

If you are running a vulnerable version, we suggest you update this as soon as possible, to do so, run:
# yum update openssl


You can review further information at the following URLs:




James Withall December 30, 2013 OnApp Cloud / Cloud Knowledgebase

A topical subject at the moment is that of how to ensure Virtual Server disks are being securely erased when a Virtual Server or one of its disks is destroyed.

OnApp Cloud provides two ways to clean VS data when deleting or migrating a VS's disk. By default, OnApp Cloud will format the physical disk space used by a virtual server when that VS's virtual disk is deleted, or when the VS disk is migrated to another data store.

You can also choose to zero out a VS's disk (filling it with zeroes) with the change detailed below which will then take effect for operations queued both via the UI as well as the API.

Note that this method will likely have a noticeable impact on deletion times and the load placed on the Data Store whilst disks are being filled with zeros as it is a far more IO intensive operation.

To enable this behaviour:

    1.    Log in via SSH to your Control Panel server

    2.    Open the following configuration file for editing:



    3.    Set the wipe_out_disk_on_destroy parameter from false to true:

wipe_out_disk_on_destroy: true

    4.    Restart the OnApp service: 

service onapp restart


   5.   Now when deleting disks you would see something along the lines of the following in the logs:

Running: dd if=/dev/zero of=/dev/onapp-cmd7y65etpxii8/hkct05vbu21fma bs=4M count=256 conv=notrunc oflag=direct

James Withall December 23, 2013 Helping Support Help You

Yes, its getting to that time of year again, the time where London empties out enough to actually be able to drive a car in the city and many of you will start to take a well earned rest!

Please find availability during the holiday period outlined below. Don't worry, our support team will be working 24/7 as always for any urgent issues!

December 24 - Support, Installations, Integrations
December 25 - Support, Installations
December 26 - Support, Installations
December 27 - Support, Installations
December 28 - Support
December 29 - Support
December 30 - Support, Installations
December 31 - Support, Installations
January 1 - Support
January 2 - Support, Installations, Integrations

James Withall December 06, 2013 OnApp Cloud / Product Notifications

Update: This has now been resolved. Apologies to any customers who had delayed or duplicate responses due to this.

We would however remind you that our suggested method of ticket submission is via help.onapp.com so you don't have to worry about any potential email related issues.

We've had a report some tickets submitted via email have not reached our helpdesk over the last few hours.

Zendesk, our helpdesk provider has confirmed the issue and are working to resolve this as soon as possible, in the meantime please create and update your support tickets via our support portal directly to avoid delays in your ticket processing.

We'll update this post once we have confirmation that this has been fully resolved.

James Withall November 15, 2013 OnApp Cloud / Product Notifications

[UPDATE - 20th November 2013)

An update has now been released to address these issues:


3.1.1 will now be the default installed package when upgrading.

If you already updated to 3.1, you can easily update to 3.1.1 using the following guide:



We have seen a couple of reports of issues with billing plans following the 3.1 upgrade, our team are working on providing a fix for this and will be running through QA testing over the weekend. We hope to have this through QA and available early next week at which point we will update this post.

If you do use the OnApp billing plan functionality we would at this stage suggest to hold off from updating to 3.1 over the weekend until this is available. If you have already upgraded we will make an additional update available soon to resolve these issues.