Support

This page covers the checks to run when something is not working, the most common issues and their fixes, and what to include when you contact support.

Before contacting support

Many issues clear up after a few basic checks. Work through this list before opening a support ticket.

Quick self-service checklist

Application not loading?

• Check the deployment status in the dashboard: is it Running?
• Wait 2 to 3 minutes and try again; the application may still be starting up
• Clear your browser cache and try a private/incognito window
• Try a different browser or device

Can't log in to the application?

• Verify you are using the correct username and password (check for caps lock)
• Try the password you set at deployment time, unless you have changed it since
• If you have forgotten the password, use the application's "Forgot Password" feature, if it has one
• For admin password resets, see the application's documentation

Application is slow?

• Check whether many people are using it at the same time
• Clear your browser cache; some slowness is on the browser side
• Try during off-peak hours to see if it's a load issue

Update failed?

• The platform automatically rolls back failed updates, so check that your previous version is running
• Wait 5 minutes and check the deployment status
• If the status is still Failed, contact support

Common issues and solutions

Application is "Starting" for more than 15 minutes

The application is taking longer than expected to initialize. Some applications, such as Moodle and Odoo, take longer on first start, so allow up to 20 minutes. If the status still shows "Starting" after 20 minutes, contact support.

Application status is "Failed"

The application crashed and could not recover on its own. Note the exact error message shown in the dashboard (a screenshot works well), then contact support with the error details and the name of the deployment.

Do not restart the application repeatedly without understanding the cause. Repeated failed restarts can make diagnosis harder.

Application URL returns "502 Bad Gateway" or "504 Gateway Timeout"

The application is temporarily unavailable: it is either starting up, or the container is momentarily unhealthy and restarting. Wait 2 minutes, try again, and check the deployment status in the dashboard. If the error persists for more than 5 minutes while the status shows Running, contact support.

Application URL returns "503 Service Unavailable"

The application's health checks are failing, so the platform knows the app is unhealthy and is not routing traffic to it. Check the deployment status in the dashboard and wait: if the application can recover, it will restart automatically. After 5 minutes with no change, contact support.

I lost my application admin password

1. Try the application's built-in "Forgot Password" or "Reset Password" feature.
2. Check whether the application supports a CLI-based password reset. Some do; see the application's documentation.
3. If neither works, contact support. In some cases a password reset requires direct database access.

Clouve cannot recover your application password from the platform. The password you set at deployment is stored for initial setup only. Once you log in and change it within the application, only the application's own mechanism can reset it.

Deployment was accidentally deleted

Data deleted with a deployment cannot be recovered by default. The platform does not keep automatic backups that can be restored after deletion.

If you have application-level backups, such as database dumps or export files, you can redeploy and restore from them. Also contact support immediately: very recent deletions may be recoverable from infrastructure-level snapshots, but this is not guaranteed.

To avoid ending up here, export important data regularly. See the data export section of Managing deployments.

Contacting support

What to include in a support request

Complete information upfront helps the support team resolve your issue faster.

Required:

• Organization name: your organization in the Clouve platform
• Deployment name: the specific deployment that is having issues
• Issue description: what you expected to happen and what happened instead
• When it started: the approximate time the issue began
• Error message: the exact error message or status shown (screenshot preferred)

Also helpful:

• Steps to reproduce: what you were doing when the issue occurred
• What you have tried: actions you have already taken to resolve it
• Impact: how many users are affected and how urgently it needs to be resolved

Support channels

Contact your Clouve administrator or the platform support team through the channel your organization has established. Common channels:

• In-platform help desk: look for a Help or Support link in the Clouve dashboard
• Email: your organization's designated support contact
• Internal IT help desk: if your organization routes Clouve issues through your IT team

Response times

Response times depend on your organization's support agreement. For critical issues, such as an application that is completely unavailable or data at risk, flag the urgency clearly in your request title.

Application-specific support resources

For issues in the application itself rather than the Clouve platform, these resources are often faster than platform support:

Giving feedback

If you have suggestions for improving the platform or the marketplace, report them through the support channel. Say whether the feedback is about the platform (the dashboard, the deployment process) or a specific application. Feedback about application packaging reaches the developer who maintains that application in the marketplace.

Escalation path

If your issue is not being resolved:

1. Self-service: work through the checklist in this document
2. Standard support: submit a support request with full details
3. Escalate to administrator: contact your Clouve organization administrator for urgent issues
4. Platform escalation: your administrator can escalate infrastructure-level issues to the Clouve platform team