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:
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
AnswerDo 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.
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
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 KVM Hypervisor installer
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:
# yum update xen xen-libs
This should update to the 3.4.4-8.el5.onapp.x86_64 version.
# yum update kvm kmod-kvm
This should update to the 83-272.el5_11.x86_64 version.
# yum update xen xen-hypervisor xen-runtime xen-libs
This should update to the 4.2.5-38.5.onapp.el6.x86_64 version.
# yum update qemu-kvm
This should update to the 0.12.1.2-2.448.el6_6.3.x86_64 version.
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.
To eliminate the security issue for Cloudboot Hypervisors, run the OnApp 3.5.0-13 Storage Update. This should update to the following versions:
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.