In the SSL-VPN
screen, the following error comes up and the connection cannot be
established: "This browser is not supported."
To establish a successful SSL-VPN
connection using the portal the following requirements must be met.
1280 x 1024 or higher (recommended). 1024 x 768
Microsoft Windows XP SP3 (32bit)/Windows Vista SP2 (32bit)
Note: Windows 7 has proven to work but is yet to
be officially supported
- Web browser
Microsoft Internet Explorer 7/Internet Explorer 8
Note Microsoft Internet Explorer 9 has proven to
work but is yet to be officially supported
- Flash Player
Adobe Flash Player 10
Java Runtime Environment (JRE) 6.0 or higher
Note: There is a bug within Version 6 update 24
or 25 from Oracle (http://bugs.sun.com/bugdatabase/view_bug.do?bug_id=7020285).
This causes an error when trying to save a client certificate if using Version
6 update 24 or 25. The only solution for this problem is installing JRE 6
JRE 6 update 26 has been released and has proven
to resolve this issue but is currently not officially supported.
There are several reasons for an SSL-VPN
connection to fail. Please isolate the problem further following
the procedures below.
Refer to current FUJITSU Cloud Service S5 Restrictions at https://globalcloud.uk.fujitsu.com/portal/ctrl/aboutSopNote
- Certain PC environments: Try to connect using different terminals. Isolate
which has the problem, and determine whether it is the PC or the network
- Confirm OS & Browser versions:
o OS: Windows XP Professional (32 bit), Windows
Vista (32 bit) Windows 64bit is not currently supported
o Browser: Internet Explorer 7.0, Internet Explorer
8.0 or above. o Browser
other than IE is not supported. o Using only SSL-VPN
IE6 or Windows 7 (32 bit) is possible, however, the Portal is not compatible
- If these requirements are not met then error messages may occur.
- Check IE configuration: Check if the check box 'Use the same proxy server
for all protocols' is on. If not, please check it and try again.
- Conflict with virus scan software or blocked by personal firewall:
Temporarily stop virus scan software and try SSL-VPN connection again.
- Conflict with a VPN client driver: On the client PC, check if another VPN
client software is installed. If so, please uninstall it and try again.
In certain cases, existing Cisco VPN Client software may cause the SSL-VPN
connection to fail.
- Conflict with PPPoE client software:
Please check if a PPPoE client
software is installed.
Please refer to the FAQ for the detail.
- In case that PPP or PPPoE software runs
at the same timeas the SSL-VPN connection, please
apply Windows Vista SP1.
- IP address overlapping: Please check if the IP address assigned
to the Client PC conflicts with the IP address of the Virtual Machine
provided by FUJITSU Cloud Service S5 or with the SSL-VPN connection.
- Check your LAN environment: Try to connect outside of your LAN (Using a
remote data card).
It is possible that Client authentication by proxy server fails because of
Internal network or firewall.
- Check User profile rights: Please check if the user has administrator
privileges.If so, and is required, run
IE as Administrator..
- Protection mode on Windows Vista: When using SSL-VPN on Windows Vista,
please add the URL to 'trusted sites'.
Turn off protection mode in IE
- SSL-VPN connection will fail when trying to establish within a an existing VPN connection: If that is the case, disconnect the
current VPN connection and re-establish the SSL-VPN connection.
- - Check whether the network adapter
exists. From system property, open the device manager and check if [network
[fujitsu IPCOM SSL-VPN
Ethernet Adapter] exists.
- Check if the SSL-VPN client software is installed properly. Please check if
the software below exists in control panel-> [Add/delete programs]
-Fujitsu IPCOM SSL-VPN Plugin
-Fujitsu IPCOM SSL-VPN client software
- Check if the add-on is installed properly. In IE, [Tools]->
[Add-on]->display all add-on, please check whether [F3HLVPNF] by [FUJITSU
- A proxy server is configured for external access: Please check with yourcompany’s Administrator if the proxy is configured to
block connections other then certain connection.
*e.g.: When SSL-VPN connection establishes, the HTTP header will
be [User-Agent: webclient].
If the proxy blocks the header, the SSL-VPN
connection can't be established.
- Update the LAN driver. If the LAN driver you are using is out of date, an
SSL-VPN connection might not be established. If that is the case, please
update the LAN driver.
- Concurrent connection by multiple users. If your client device is used by
multiple users and an SSL-VPN connection is required by different users then
you must disconnect it before another user can establish their own SSL-VPN
Yes, Simply select reconfigure
the virtual system and click on the white space under the architecture, this
will bring up the network element and you can change the settings there.Click next and follow the proceeding
processes to deploy your new changes.
[Failed to create a system due
to insufficient private IP addresses.] is displayed
when you are trying to deploy the system which exceeds the applied private IP
By adding the private IP address ranges at "Network Configuration"
in My Portal, you will be able to deploy the new virtual system.
only use the pre-configured OS templates provided on the Service Portal.Additional OS templates will be made
available in the future.
VM created by the CentOS image
which is provided as standard, swap space is not prepared.
What will happen if a swap file is created while using the VM?
to OS's specification, if the shortage of memory occurs without
preparing the swap space, the execution of an application will be failed.
To resolve this, users need to create/add the swap files in CentOS, or deploy the higher performance VM type to
increase the memory size of the VM.
click the "Time Series Display" in My Portal, the following message
is displayed. Why?
500 Internal Server Error
We are sorry.
The system encountered an internal error
and was unable to complete your request.
Please wait a while and try again.
Or please contact the Service Desk.
Currently the "Time Series
Display" is currently not available.We will inform all subscribers when this function is available
are 2 procedures to shutdown the VM: "Stop from the Service Portal"
and "Execute the shutdown command on the OS". Which procedure do you recommend and why?
You can use both procedures to
stop the VM properly, but Fujitsu recommends "Stop form the Service
Portal" which interacts the OS status
to the displayed status on the screen.
The details of both procedures are here:
-Stop from the Service Portal Select the relevant
virtual machine under System Manager and Click the "OFF" button.
By clicking this button, the system controls the shutdown
process and updates the status from Stopping to Stopped accurately.
-Execute the shutdown command on the OS.
In this case, the system is not controlling the shutdown
process and can show the status as [Running].The system regularly monitors all virtual machines and once it has
detected that the OS has shut down it will then change the status to
clicked "OFF" button to stop the VM, the [Stop error] occurred.
There are 3 situations which can
cause the [Stop error] of a VM.
1) If the OS hangs during the shutdown sequence.
2) If it takes more than 5 minutes to shutdown the
3) If shutdown command is executed on the OS, and then
the "OFF" button on the My Portal is clicked while the OS is
The installation method of SQL
Server varies with the OS of the VM.
[How to install SQL Server]
Please double-click the shortcut icon of
[Please install SQL Server 2008] on the desktop.
Please double-click the
[SQLServer2008install.bat] file stored immediately under the C drive.
* The initial account and password of the
Administrator are specified in the configuration file for the installation
If you change the password of the Administrator
account, please update the password setting in the configuration file.
need any particular application or any special setting to use the shared DNS
server which is provided by FUJITSU Cloud Service S5?
In order to use the shared DNS
server provided by FUJITSU Cloud Service S5, please specify the firewall setting as well as the
DNS setting of the VM.
The IP address of the DNS server is as follows. DNS : 126.96.36.199
You do not need to apply any other special settings or applications.
tried to connect to NTP server (ntp.globalcloud.de.fujitsu.com) to
synchronize the time, the following error occurs and the synchronization is
[An error occurred while synchronizing with ntp.globalcloud.de.fujitsu.com.
The peer is unreachable]
In order to use the NTP server,
users need to specify the following IP address to the VM within the firewall. NTP : ntp.globalcloud.uk.fujitsu.com
Please refer to the section [1.12.2 Time synchronization (NTP)] (page. 58) in
the [Functional Specification] for more detail.
"Consistency preservation" setting in SLB, users can select the
method of consistency (Connection based, IP address based, and so on). If the consistency preservation is not necessary, can we NOT select the
method of consistency?
Users need to specify the
consistency preservation setting in SLB.
If the consistency preservation is not necessary, users can achieve similar
performance by either selecting the "Connection based" for the
method of consistency or specifying the very small number (ex. 1 second) for
the "Time for Preservation".
* Connection based:
TCP Communication (connection type) is forwarded to the same VM while a
connection is established.
specify the error page with images for SLB?
sorry that it is impossible to register the external files, such as images
and style sheets, for the error page. (Only HTML file is allowed to register.)
* Please refer to the "Error page setting" in the table (page. 46)
in [FUJITSU Cloud Service S5 Functional Specification] for more details.
I enabled the Windows Firewall setting of the VM, I cannot establish the
Remote Desktop Connection with the VM.
Can you implement the recovery work from the management side to the VM
If users cannot log-in to the
VM due to the mis-configuration, it is
impossible to implement the recovery work from the service provide side
As mentioned in the Notification page on the Service Portal, Fujitsu
recommends getting a backup before configuring the network settings of the
And if users lose the connection, please restore from the backup.
Please note that if users do not get a backup in advance, they need to deploy
a new VM.
http://globalcloud.uk.fujitsu.com/portal/ctrl/aboutSopNote ([Notification] -
If you stop a service or incorrectly configure the Windows firewall/IP tables
setting of VMs, you might lose connection to the VMs.
Before making these operations, create a backup so that if you lose the
connection, you can the restore the VM from this backup.
the status of the VM is [Running], I cannot establish an SSH connection with
the VM. Why?
The OS may not boot properly
causing the users to not be able log-in to the VM using SSH.Assumed cause of the OS not booting
properly is that users may disconnect the additional disk even if the setting
of the system file checks that the additional disk remains.As a result, at the next OS boot, the OS
cannot find the target additional disk to check the system file.
Please try the following recovery work:
Suppose "Disk A" is the disk
which was connected to the VM before this incident occurs.
Suppose "Disk B" is the disk
which is connected to the VM when this incident occurs.
Suppose "Disk C" is the new
disk which will be connected to the VM.
[Recovery work in case "Disk A" is still
connected to the VM] 1.Stop the
VM from the System Manager. 2.Disconnect the
"Disk B" from the VM. 3.Connect the
"Disk C" to the VM. 4.Boot the
VM. 5.Log-in to the
[/etc/fstab], comment out the lines of the
In order to specify the
[Location of SSH Key File], Java Runtime Environment (JRE) 6.0 or higher is
Please install the Java version that meets the system requirements.
There is a bug within Version 6 update 24 or 25 from Oracle
Users will not be able to save the client certificate if they use Version 6
update 24 or 25. Since this bug is not fixed at update 25, the only solution
for this problem is installing the Java 6 update 23.
Note: JRE 6 update 26 has been released and has
proven to resolve this issue but is currently not officially supported.
For full details of the system requirements, please refer to [FUJITSU Cloud Service S5 Service
Portal User's Guide].
For the details of the download
procedure of the client certificate, please refer to [FUJITSU Cloud Service S5 Introduction
logging into the Service Portal, [403 Forbidden Certificate is expired] is
displayed and I cannot log-in to the Service Portal. Why?
To access the portal a current
user certificate must be held on the client PC. To log-in from the client PC,
please follow the procedure below and reissue the certificate.
[How to obtain the certificate]
(1) Click the link "When the
Certificate has Revoked" on the Top page.
(2) Log-in with the issued temporary
password. (Notify by e-mail).
(3) Re-issue the certificate.
The provision of API is managed
by Service Application Support.
Please contact Service Application Support.
tried to execute the backup of 3 VMs at the same time by using the
API, only one of them is succeeded, and other 2 VMs' backup were failed.
If the backup (BackupVDisk) is executed at the same time, the error
occurs because another backup request arrives before numbering of backup ID
When creating your API Script execute multiple backups with a minute space between (BackupVDisk).
long (in minutes) does it take to complete the fail-over?
It depends on the load
condition of the service, but the fail-over usually completes within 5
Please note that this "fail-over" means the time to reboot the VM
at different physical server, so subsequent boot processes (OS and
middleware) relies on the customer's VM configuration.
the announced fail-over time is later than the detected clock time in the
user's monitoring log. Why?
The fail-over is triggered by
the following 2 types of failure: hardware failure and software failure.
In case of the hardware failure, the fail-over is implemented automatically.
However, in case of the software failure, the operation manager detects the
message, and then executes the recovery work by hand which is equivalent to
the fail-over process.
Therefore, there is a minor time lag for the fail-over caused by the software
license charges are monthly fixed fees. If I deploy and
return VMs several times within the same month, how the service
charge is calculated?
(e,g, Deploy 3 VMs ->
Return 2 VMs -> Deploy 3 VMs)
Newly deployed VM and returned
VM are different VMs, so another license fee is charged.
In the above case, you will be charged for a total of 6 VMs.
* This billing method is defined by Microsoft
are the key SLA metrics that customers can expect from the
FUJITSU Cloud Service S5.
- Uptime SLA: 99.95% (not
including scheduled maintenance)
- VM Automatic Failover: in case of physical server fault, VM will restart on
another server (data being processed at time of failure is not guaranteed)
- Storage Redundancy: copies of data across 4 physical disks, providing high
level of resiliency
- Internet Connection: Fully redundant: switchover time for equipment failure
within one minute
billing handled for infrastructure consumption in the FUJITSU Cloud Service S5 ?
- Operating time is rounded up
to the next Hour (ex. Operating time : 1H
45M -> 2H)
- Network traffic is rounded down to the previous GB. (ex.
Network traffic : 31.5GB -> 31GB)
- Charges start from when the resource/function is being consumed.
- Charging type is based on service
- Type I: Rate based (1 hr units); applies
to VMs, Global IP Address service, Load Balancer service
- Type II: Rate based (monthly, independent of VM or
CPUs): applies to VM OS (ex: Microsoft Windows)
- Type III: Rate based (monthly and number of CPUs);
applies to VM Middleware (ex: SQL Server)
- Type IV: Rate based (Time and Capacity); applies to
system disk, additional disk, template storage, backups, etc..
- Type V: Usage Amount ; applies to internet
Connection service (ex: usage of SSL-VPN)
- Type VI: Usage Counts; charging performed by each
single use of the service (ex: System template service for first time
- Note: See Service Charges for detailed pricing information
use Windows7 for the Client PC to connect to Service Portal?
Currently, Windows7 is not
supported. The date of supporting this OS is not decided yet.
Please note that users can use this OS at their own risk, but for the time
being Fujitsu does not provide any technical support if they encounter any issues
(such as unable to establish SSL-VPN connection, or window is not properly
Also note that it is not currently possible to establish an SSL-VPN
connection with Windows7 (64bit).
I click the menu icon on the Portal menu, no transition of screen is
happened. (The My Portal window is not displayed. No
error message is displayed either.)
There is possibility that issues
may arise due to the browser or the client PC.
Please try the following 2 actions and check that this problem is fixed or
- Close all web browsers, and then reopen the My Portal and click the menu
icon on the Portal menu.
- Reboot the client PC.
United States, our Enterprise-Class architecture is built within
our Tier III rated datacenter in Sunnyvale, California.
is certified Gold
both for design and operation by the Uptime
Institute.The actual infrastructure has
built in security layers to create a trusted system environment assuring you
of secure and highly reliable services over internet or private connections.
System security features include PKI technology for user authorization,
access control settings of each ID from the portal,
Secure VPN login for administrators.
security includes in-country datacenter,
redundant disks, back-up functions. Automatic
failover functions ensure continued use of your system should a failure
data backed up? How? Where?
- Copies of all cloud data are
maintained across multiple (4) physical disks. Even if 3 simultaneous
physical disk failures occur, data is not lost.
What AntiVirus solutions are utilized by the FUJITSU Cloud Service S5?
Customers are responsible for
the installation of antivirus software for the virtual servers they utilise.
type of Backup and Restore services are available?
- Full images are backed up to
customer designated areas (as an optional service for System disks,
- Customers can maintain as many full image backups as they wish (via the
optional backup service)
- Fujitsu provides resiliency via the striping and redundancy in the storage
other forms of security / reliability / data integrity are provided?
- Zero-Write-Disk technique
used when Servers are destroyed (on system and data disks)
- All Backups of System and Data disks are destroyed when servers are deleted
Our hosted services provide
full compliance with applicable legislation. In addition, the Dashboard
allows users to perform detailed monitoring of the operational status of each
resource in the virtual system that has been created. The FUJITSU Cloud Service S5 is
through certified datacenters in each
region of the world.
What forms of Service Desk and Support are
available for customer infrastructure?
- The FUJITSU Cloud Service S5
Desk provides a single point of contact for customers to raise and progress calls, providing the incident and
problem functions for FUJITSU Cloud Service S5.
- 1st line support function monitors the FUJITSU Cloud Service S5 island
infrastructure, performing routine "house keeping" tasks as well as
acting on events and alerts generated by the FUJITSU Cloud Service S5 island
infrastructure management tools.
- 2nd line support provides an incident,
problem and general systems administration function.
- 3rd line requires detailed technical knowledge of the software and hardware
components in the FUJITSU Cloud Service S5 island infrastructure and will
provide workarounds and/or fixes
- 4th line (product development) support addresses complex incident and
problems that require investigation of FUJITSU Cloud Service S5 island software code
and provision of code changes - fixes and new releases following the change
and release management processes.
- Differentiator Note: this comprehensive level of support is not provided by
many traditional cloud service providers
I log onto a Virtual Server?
After logging in, open "My Portal".
2. Click "System Manager" menu.
3. Select the system that contains the virtual machine you want to log in to
and then click the "Advanced" button.
4. Click the "Console" button.
5. Select the segment that contains the virtual machine to be connected,
press the "Connect" button.
6. SSL-VPN service login screen will be displayed. Enter your ID and
7. After connecting to SSL-VPN, Remote Desktop or SSH connection can log in
to the server.
*The IP Address of the server can be found in System Manager using the Server
virtual machine restarts, will the IP address change?
you create a server the IP address / MAC address of the server cannot be
I install software from a CD-ROM onto the Virtual Machine?
SSL-VPN image file to run the installation by mounting it then send it via a
For CentOS users:
1. Create an ISO image of the CD-ROM that you wish to run.
2. Make a console connection, SCP connections to the server to transfer the
3. Log in to the server via SSH.
4. Mount the ISO image as a virtual drive.
# sudo mount-o loop (ISO
image) (Mount directory)
5. Browse to the mounted directory and run the installation software.
6. Unmount the ISO image.
For Windows OS:
1. Create an ISO image of the CD-ROM that you wish to run.
2. Make a console connection, Remote Desktop Connection (tick the option for
disk drives in the ‘Local Resources’ options tab) to log in to the server.
3. After logging in to the server, Copy the ISO file across.
4. Use Virtual CD-ROM software (ex.Virtual CD-ROM,
etc.) to mount ISO image.
5. Browse to the mounted directory, run the installation
I cannot login.
Login to the correct user ID and password, if you
cannot log in, consider the following possibilities. Follow the instructions carefully.
[If you use a certificate to log in]
Once you log-in to the service with the
certificate, it is impossible to log-in with User ID & Password. If you
are prompted for a username and password when using a certificate, you need
to change the login method.
- The certificate has expired.
- The certificate is missing. Please change the login
method by logging in with ID and Password, then re-issue the certificate.
[If the Account is locked]
If you try to log-in with the wrong username and
password 6 times, the account is locked and you cannot log-in. Please wait 30
minutes to log-in again.
If you cannot log-in even if you have waited more than 30 minutes, please
change the login method and try with your ID & password.
If you still can not log in, Change Authentication Type and
please change the password when you log in.
[You have forgotten your password]
Please reissue your password. Request new password. When
reissuing the password a new password will be sent via e-mail. Please log-in
with the password provided, then update the password as soon as possible.
If you have had your certificate revoked or you
have had your password reissued, when signing back into the portal you MUST
click on CANCEL at the certificate screen to take you to the correct login
site, otherwise it will trigger an error and initialise another password