FAQs

FAQ Overview

Q.

Problems establishing an SSL-VPN Connection

Q.

Firewall - Firewall functionality and configuration

Q.

Create a new virtual system - How to create/reconfigure/return VMs

Q.

GuestOS - Functions and performance of Guest OSes

Q.

Operations - Operations such as start/stop, backup/restore

Q.

Unable to start/stop - VMs fail to start/stop VMs

Q.

Middleware - Download/installation of a middleware

Q.

FUJITSU Cloud Service S5 Shared servers - Shared server (WSUS,yum,DNS,NTP)

Q.

SLB (Server Load Balancer) - Functions and performance of SLB

Q.

Communication is not possible - A connection to VMs (Ping/RDP/SSH)

Q.

Client certificates - Downloading a client certificate and log-in to the Service Portal.

Q.

API - The API

Q.

Fail-over/Migration - Cause of a Fail-over/Migration, and the mechanism.

Q.

SLA and Billing

Q.

Unable to connect the Service Portal - Fail to connect the Service Portal or the Myportal

Q.

User Management - User management or how to add/configure administrators

Q.

The Security & Reliability

Q.

Compliance

Q.

Where is the data

Q.

Customer Control

Q.

Support

 

Problems establishing an SSL-VPN Connection

Q.

In the SSL-VPN screen, the following error comes up and the connection cannot be established: "This browser is not supported”

Q.

I try and connect via SSL-VPN using proxy authentication but I get the error
“[Failed to connect] reason to be disconnected : Failed to connect a Virtual LAN adaptor.”

 

Q.

In the SSL-VPN screen, the following error comes up and the connection cannot be established: "This browser is not supported."

A.

To establish a successful SSL-VPN connection using the portal the following requirements must be met.

[Client environment]
  Screen resolution
  1280 x 1024 or higher (recommended). 1024 x 768 (minimum)

- OS
  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
  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 update 23.

JRE 6 update 26 has been released and has proven to resolve this issue but is currently not officially supported.

Q.

I try and connect via SSL-VPN using proxy authentication but I get the error
“[Failed to connect] reason to be 
disconnected : Failed to connect a Virtual LAN adaptor.”

A.

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 environment.

- 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 with those.

- 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 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 adapter] ->
    [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 LIMITED] exists.

- 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 connection.

 

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Firewall - Firewall functionality and configuration

Q.

How do I configure the firewall to connect VMs in the DMZ to the Internet

Q.

When setting firewall rules, the error below popped up
"Failed to configure firewall rules. Possibly an invalid address is specified. Please check your settings.”

 

Q.

How do I configure the firewall to connect VMs in the DMZ to the Internet.

A.

The configuration is below:

FROM

TO

ID

Source

Source Port

Service

Target/Service

Target Port

Protocol

Action

DMZ

Internet

User Define

IP Address of VM

Any

None

Do not select

80

TCP

Accept

DMZ

Internet

User Define

IP Address of VM

Any

None

Do not select

443

TCP

Accept

DMZ

Internet

User Define

IP Address of VM

Any

None

133.162.252.19 53

Any

UDP

Accept

* DNS setting is required on the VMs. DNSserver = 133.1.XXX.XXX

Q.

When setting FW rules, the error below popped up.
"Failed to configure firewall rules. Possibly an invalid address is specified. Please check your settings."

A.

There are rules which are related to the deletion  of VMs or SLB. Please check in the rules if such records remain in the configuration.

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Create a new virtual system - How to create/reconfigure/return VMs

 

Q.

When I created the virtual system in DesignStudio, I selected only the "Intranet" for the "Destination of Network"
Can I change it to the "Internet" after I deployed the system

Q.

The following error message is displayed in the event log, and I cannot deploy the VMs
[Warning: Failed to Create a system due to insufficient private IP addresses.]
What should I do?

 

Q.

When I created the virtual system in DesignStudio, I selected only the "Intranet" for the "Destination of Network".
Can I change it to the "Internet" after I deployed the system?

A.

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. 

Q.

The following error message is displayed in the event log, and I cannot deploy the VMs.
[Warning: Failed to Create a system due to insufficient private IP addresses.]
What should I do?

A.

[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 address range.
By adding the private IP address ranges at "Network Configuration" in My Portal, you will be able to deploy the new virtual system.

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GuestOS - Functions and performance of Guest OSes

 

Q.

After I deploy the OS which is provided as standard, can I upgrade the OS

Q.

In the 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

 

Q.

After I deploy the OS which is provided as standard, can I upgrade the OS?

A.

You can only use the pre-configured OS templates provided on the Service Portal. Additional OS templates will be made available in the future.

Q.

In the 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?

A.

Due 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.

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 Operations - Operations such as start/stop, backup/restore

 

Q.

When I click the "Time Series Display" in My Portal, the following message is displayed
"500 Internal Server Error"

Q.

There are 2 procedures to shutdown a VM: "Stop from the Service Portal" and "Execute the shutdown command on the OS", which procedure do you recommend and why?

 

Q.

When I 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.
    --------------------------------------------------------

A.

Currently the "Time Series Display" is currently not available. We will inform all subscribers when this function is available

Q.

There 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?

A.

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 [Stopped].

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Unable to start/stop - VMs fail to start/stop VMs

 

Q.

When I clicked "OFF" button to stop the VM, the [Stop error] occurred

 

Q.

When I clicked "OFF" button to stop the VM, the [Stop error] occurred.

A.

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 OS.
    3) If shutdown command is executed on the OS, and then the "OFF" button on the My Portal is clicked while the OS is shutting down.

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Middleware - Download/installation of a middleware

 

Q.

If I select a [Windows OS + SQL Server] VM, how do I install the SQL Server?

 

Q.

If I select the VM which type is [Windows OS + SQL Server], how can I install the SQL Server?

A.

The installation method of SQL Server varies with the OS of the VM.
    [How to install SQL Server]
    -Windows2003:
      Please double-click the shortcut icon of [Please install SQL Server 2008] on the desktop.

    -Windows2008:
      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 (C:\MyConfigurationFile.ini).
    If you change the password of the Administrator account, please update the password setting in the configuration file.

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FUJITSU Cloud Service S5 Shared servers - Shared server (WSUS,yum,DNS,NTP)

 

Q.

Do I need any particular application or any special setting to use the shared DNS server which is provided by FUJITSU Cloud Service S5

Q.

When I tried to connect to the NTP server (ntp.globalcloud.uk.fujitsu.com) to synchronize the time, the following error occurs and the synchronization fails. Why?
[An error occurred while synchronizing with ntp.globalcloud.de.fujitsu.com. The peer is unreachable]

 

Q.

Do I need any particular application or any special setting to use the shared DNS server which is provided by FUJITSU Cloud Service S5?

A.

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 : 80.70.163.10

You do not need to apply any other special settings or applications.

Q.

When I tried to connect to NTP server (ntp.globalcloud.de.fujitsu.com) to synchronize the time, the following error occurs and the synchronization is failed. Why?
[An error occurred while synchronizing with ntp.globalcloud.de.fujitsu.com. The peer is unreachable]

A.

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 (80.70.163.10)

Please refer to the section [1.12.2 Time synchronization (NTP)] (page. 58) in the [Functional Specification] for more detail.

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SLB (Server Load Balancer) - Functions and performance of SLB

Q.

In the "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

Q.

Can we specify the error page with images for SLB

 

Q.

In the "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?

A.

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.


Q.

Can we specify the error page with images for SLB?

A.

We are 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.

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Communication is not possible - A connection to VMs (Ping/RDP/SSH)

Q.

Because 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 directly

Q.

Even if the status of the VM is [Operating], I cannot establish a SSH connection with the VM. Why

 

Q.

Because 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 directly?

A.

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 (management side).

As mentioned in the Notification page on the Service Portal, Fujitsu recommends getting a backup before configuring the network settings of the VM.
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.

[About Consideration/Restriction/Prohibition]
http://globalcloud.uk.fujitsu.com/portal/ctrl/aboutSopNote ([Notification] - [Network])
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.

Q.

Even if the status of the VM is [Running], I cannot establish an SSH connection with the VM. Why?

A.

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:
    Recovery Procedure]
      [Prerequisite]
      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 VM. 

6.In the [/etc/fstab], comment out the lines of the additional disk.

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Client certificates - Downloading a client certificate and log-in to the Service Portal

 

Q.

When issuing the client certificate, I cannot specify the [Location of SSH Key File] because [x] button instead of "Browse" button is displayed at location space.
What should I do to go to next step

Q.

When logging into the Service Portal, [403 Forbidden Certificate is expired] is displayed and I cannot log-in to the Service Portal. Why

 

Q.

When issuing the client certificate, I cannot specify the [Location of SSH Key File] because [x] button instead of "Browse" button is displayed at location space.
What should I do to go to next step?

A.

In order to specify the [Location of SSH Key File], Java Runtime Environment (JRE) 6.0 or higher is required.
Please install the Java version that meets the system requirements.

There is a bug within Version 6 update 24 or 25 from Oracle (http://bugs.sun.com/bugdatabase/view_bug.do?bug_id=7020285).
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 Guide].

Q.

When logging into the Service Portal, [403 Forbidden Certificate is expired] is displayed and I cannot log-in to the Service Portal. Why?

A.

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.

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API - The API

 

Q.

I want to use the API. Who should I ask

Q.

When I 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. Why

 

Q.

I want to use the API. Who should I ask?

A.

The provision of API is managed by Service Application Support.
Please contact Service Application Support.


Q.

When I 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. Why?

A.

If the backup (BackupVDisk) is executed at the same time, the error occurs because another backup request arrives before numbering of backup ID is committed.
When creating your API Script execute multiple backups with a minute space between (BackupVDisk).

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 Fail-over/Migration - Cause of a Fail-over/Migration, and the mechanism

 

Q.

How long (in minutes) does it take to complete the fail-over

Q.

Sometimes, the announced fail-over time is later than the detected clock time in the user's monitoring log. Why

 

Q.

How long (in minutes) does it take to complete the fail-over?

A.

It depends on the load condition of the service, but the fail-over usually completes within 5 minutes.
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.

Q.

Sometimes, the announced fail-over time is later than the detected clock time in the user's monitoring log. Why?

A.

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 failure.

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SLA and Billing

 

Q.

OS licenses are charged as a fixed monthly fee. 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)

Q.

What are the key SLA metrics that customers can expect from the FUJITSU Cloud Service S5

Q.

How is billing handled for infrastructure consumption in the FUJITSU Cloud Service S5

 

Q.

OS 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)

A.

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

Q.

What are the key SLA metrics that customers can expect from the FUJITSU Cloud Service S5.

A.

- 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

Q.

How is billing handled for infrastructure consumption in the FUJITSU Cloud Service S5 ?

A.

- 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 creation)
- Note: See Service Charges for detailed pricing information

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Unable to connect the Service Portal - Fail to connect the Service Portal or the Myportal

 

Q.

Can we use Windows7 for the Client PC to connect to Service Portal

Q.

Even if 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.)

 

Q.

Can we use Windows7 for the Client PC to connect to Service Portal?

A.

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 displayed etc.).

Also note that it is not currently possible to establish an SSL-VPN connection with Windows7 (64bit).

Q.

Even if 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.)

A.

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 not.
- Close all web browsers, and then reopen the My Portal and click the menu icon on the Portal menu.
- Reboot the client PC.

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User Management - User management or how to add/configure administrators

 

Q.

How do I update the information of a Resource Controller

Q.

Is there an expiration date for the password of User ID

 

Q.

How do I update the information of a Resource Controller.

A.

Select "Change User Information" under "User Management" in the Portal menu.
(User needs to log-in with the Resource Controller ID)

* It is not possible to change the User ID.
If you need to change the User ID, please delete the created ID, and then register new Resource Controller ID.

Q.

Is there an expiration date for the password of User ID?

A.

Currently the expiration date User ID password cannot be configured. This feature will be available soon and will offer even better security.

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The Security & Reliability attributes

Q.

What are the Security & Reliability attributes

Q.

Is my data backed up? How? Where?

Q.

What AntiVirus solutions are utilized by the FUJITSU Cloud Service S5

Q.

What type of Backup and Restore services are available

Q.

What other forms of security / reliability / data integrity are provided

Q.

What are the Security & Reliability attributes?

A

In the United States, our Enterprise-Class architecture is built within our Tier III rated datacenter in Sunnyvale, California. This Datacentre 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.

Data security includes in-country datacenter, redundant disks, back-up functions. Automatic failover functions ensure continued use of your system should a failure occur.

Q

Is my data backed up? How? Where?

A.

- Copies of all cloud data are maintained across multiple (4) physical disks. Even if 3 simultaneous physical disk failures occur, data is not lost.

 

Q.

What AntiVirus solutions are utilized by the FUJITSU Cloud Service S5?

A.

Customers are responsible for the installation of antivirus software for the virtual servers they utilise.

 

Q.

What type of Backup and Restore services are available?

A.

- Full images are backed up to customer designated areas (as an optional service for System disks, additional 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 subsystems

 

Q.

What other forms of security / reliability / data integrity are provided?

A.

- 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

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Compliance

 

Q.

Compliance

 

Q.

Compliance

A.

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 provided
through certified datacenters in each region of the world.

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Where is the data

Q.

Where is the data?

 

Q.

Where is the data?

A.

 The North America node of our cloud is in Sunnyvale, California.

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Customer Control

Q.

If Fujitsu retains NO Admin privilege to customer servers, is there any mechanism to "assist" a locked out customer?

Q.

Can a customer apply their own OS Licensing (ex: windows) to a VM

Q.

Can the customer install a full VM from their own gold image (ISO)

Q.

Can we migrate customer apps that are already virtualized as VMs? .XM or .OVF

Q.

What are the best practices for customers uploading apps/data to their servers

 

Q.

If Fujitsu retains NO Admin privilege to customer servers, is there any mechanism to "assist" a locked out customer?

A.

No. It is the customers responsibility to manage administrator passwords to all servers (same as in their own DCs)

Q.

Can a customer apply their own OS Licensing (ex: windows) to a VM?

A.

No,

Q.

Can the customer install a full VM from their own gold image (ISO)?

A.

No, they would need to prepare a VM with a full configuration and then create a template via our Service Portal.

Q.

Can we migrate customer apps that are already virtualized as VMs? .XM or .OVF?

A.

Not currently supported by FUJITSU Cloud Service S5.

Q.

What are the best practices for customers uploading apps/data to their servers?

A.

Many approaches exist: RDP, FTP

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Support

 

Q.

What forms of Service Desk and Support are available for customer infrastructure

Q.

How do I log onto a Virtual Server?

Q.

If the virtual machine restarts, will the IP address change?

Q.

How do I install software from a CD-ROM onto the Virtual Machine?

Q.

I cannot login.

 

Q.

What forms of Service Desk and Support are available for customer infrastructure?

A.

- 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

Q.

How do I log onto a Virtual Server?

A.

1. 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 Password.
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 List view.

 

Q.

If the virtual machine restarts, will the IP address change?

A.

After you create a server the IP address / MAC address of the server cannot be changed.

 

Q.

How do I install software from a CD-ROM onto the Virtual Machine?

A.

Use a SSL-VPN image file to run the installation by mounting it then send it via a console connection.
Example:

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 ISO file.
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.
# sudo umount (mount directory)

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

Q.

I cannot login.

A.

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.
Possible causes:
- 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.

Notes:

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 change.

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