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.



Tetyana Tsyupka Jan 19 OnApp WHMCS Modules / WHMCS Modules General Information

The latest update (18/01/2016) of the WHMCS modules includes improved validation where there is no username attached to a service which is deleted. Under previous releases this scenario could lead to the first user on the cloud being deleted. Due to this we would strongly advise to upgrade. The latest modules can be downloaded at https://docs.onapp.com/display/WHMCS/WHMCS

Matt Dayley December 10, 2015 2 OnApp Cloud / Cloud Knowledgebase


I am getting a "blue screen of death" after running windows update.  Why?


OnApp 3.x, 4.x

Windows VM with KVM Virtio


Do NOT use SUSE virtio drivers from Windows Update.   Microsoft offered WHQL certified Redhat Virtio drivers via windows updates in the past and they worked great.

But now they are offering SUSE virtio drivers via optional windows update (started on 8. december 2015) - which is not working and produces BSOD.

So please do NOT install them! (It has been tested on Win7, Win81, Win2008r2, Win2012r2 - all went into BSOD) Suse network adapter drivers seem to not have issues and works well.  But the storage adapter driver fails.


1. Boot VM IN SAFE MODE as IDE instead Virtio emulation (from custom config or change field virtualization from "kvm,kvm_virtio" to "kvm" in database)

update templates set virtualization='kvm' where id=<id of your windows template> limit 1;

That allow to boot VM without SUSE virtio storage adapter problematic drivers.

2. Run Device manager (as administrator command prompt\powershell: devmgmt.msc)

3. Click "View" and check "Show hidden devices", now you can see problematic storage controller "SUSE Block Driver for Windows"


4. Uninstall device, in next dialog check "Delete the driver software for this device", OK.

In same way uninstall "SUSE network adapter" and mark driver to delete (After first successful Startup in normal mode rebuild network might be needed).


5. You can also verify SUSE drivers uninstall by command "pnputil -e" (there is no any SUSE drivers in list).



6. If you can see any SUSE drivers in list, check which oem#.inf assigned for SUSE drivers. In my case oem3.inf (network) and oem4.inf (storage). To uninstall SUSE driver packages oem$.inf run:

pnputil -f -d oem3.inf

pnputil -f -d oem4.inf

7. Shutdown VM and revert changes in database:

update templates set virtualization='kvm,kvm_virtio' where id=<id of your windows template> limit 1;

or run VM from Control Panel (if you ran from custom config by "virsh create" command).

8. After changes start Windows in SAFE MODE with Virtio emulation (Red Hat virtio drivers must be applied)!

9. Restart virtual machine in Normal mode.

We deleted SUSE drivers, so next time while Windows Updates check it will ask you to download it again ^^. Ignore it.

Tetyana Tsyupka May 14, 2015 OnApp Cloud / Product Notifications

A 'buffer overflow' vulnerability affecting the Floppy Disk Controller (FDC) emulation implemented in the QEMU component of the KVM/QEMU and Xen hypervisors. 
This issue affects both Xen and KVM (Static and CloudBoot) hypervisors under RHEL/CentOS 5.x and 6.x

Static Hypervisors

To eliminate the security issue for Static Hypervisors, follow the procedure described below.

For customers willing to upgrade to the latest hypervisor tools (corresponding to the OnApp version that runs):

  • Run the OnApp Xen Hypervisor installer


  • Run the OnApp KVM Hypervisor installer

  • /onapp/onapp-hv-install/onapp-hv-kvm-install.sh
  • If the kernel was updated at this stage, you should plan to reboot the hypervisor to ensure all HVs run a consistent kernel version.

Consider migrating (if required) of running guests into any other host before the reboot.

For customers which are using latest hypervisor tools or do not want to upgrade them:

  • RHEL/CentOS 5.x XEN packages (applies to OnApp 3.0.0 and up)
  • # yum update xen xen-libs

 This should update to the 3.4.4-8.el5.onapp.x86_64 version.

  • RHEL/CentOS 5.x KVM packages (the packages are released by Red Hat)
  • # yum update kvm kmod-kvm

 This should update to the 83-272.el5_11.x86_64 version.

  • RHEL/CentOS 6.x XEN packages (applies to OnApp 3.0.8 and up)
  • # yum update xen xen-hypervisor xen-runtime xen-libs

 This should update to the 4.2.5-38.5.onapp.el6.x86_64 version.

  • RHEL/CentOS 6.x KVM packages (the packages are released by Red Hat)
  •  # yum update qemu-kvm

 This should update to the version.

  • Importantto eliminate the vulnerability, the VSs should be powered off and started up again depending on the virtualization type :
    • for XEN, power off and start up the Windows-based and FreeBSD-based VSs.
    • for KVM, power off and then start up all the VSs. 

    Please note that it is not enough to restart the guests because a restarted guest would continue running using the same (old, not updated) QEMU binary.

CloudBoot Hypervisors

To eliminate the security issue for Cloudboot Hypervisors, run the OnApp 3.5.0-13 Storage Update. This should update to the following versions:

Xen 3.4.4-8.el5.onapp.x86_64



KVM --------
RHEL/CentOS 5.x
RHEL/CentOS 6.x

Maksym Holiney January 29, 2015 OnApp Cloud / Product Notifications

Updated glibc packages fix the GHOST  security issue.
This security update should be applied to static RHEL/CentOS 5.x and RHEL/CentOS 6.x hypervisors.

Enter the Control Panel box via ssh, and run from under root user to address the above vulnerability:

# yum update glibc


Please note that we will be releasing an updated CloudBoot image soon that explicitly patches this vulnerability.

Maksym Holiney January 20, 2015 OnApp Storage / OnApp Integrated Storage

Parallelrepaivdisks enables to repair up to 10 degraded vdisks simultaneously.

Also, you may indicate what data store will be repaired first or indicate sequence of data stores.

  • Log onto Hypervisor via SSH
  • Get the list of degraded vdisk with the following command:
  • getdegradedvdisks
  • Run 
  • parallelrepairvdisks [datastores=DS_UUID1,DS_UUID2,...]