Troubleshooting
This guide lists common symptoms, likely causes, and actions you can take before escalating to Cloudaware Support.
RAM Role or Access Key Failures
Symptoms
- Account status is red in Cloudaware.
- Error messages mention assume‑role failures, invalid External ID, or invalid access keys.
Checks
- For RAM roles:
- Confirm the ROS stack completed successfully and the role still exists.
- Verify that the role trust policy includes the correct Cloudaware Alibaba account ID and External ID.
- Confirm that the Role ARN in Cloudaware matches the role in Alibaba Cloud.
- For access keys:
- Confirm the RAM user exists and keys are active (not disabled or deleted).
- Ensure the access key ID and secret in Cloudaware match the current keys.
After correcting issues, re‑run validation in Cloudaware and wait for the next discovery cycle.
Accounts Appear but Have Little or No Data
Symptoms
- Account status is green, but few or no resources appear in CMDB.
Checks
- Confirm that the RAM Role or user has the full set of Cloudaware collector permissions, not just narrow or unrelated policies.
- Check that the regions where resources exist are enabled and supported.
If necessary, update policies or re‑deploy the Cloudaware ROS template and confirm that stack events show success.
Region or Service Coverage Issues
Symptoms
- Only some regions or services show resources.
Checks
- Confirm that the account actually has resources in the missing regions or services.
- Verify that Cloudaware’s collector policies include those services.
- Allow time after enabling new regions or services before expecting full inventory.
Still Stuck?
If issues persist after these checks, collect the following details:
- Screenshots of RAM Role/user configuration, trust policy, and attached policies.
- Account IDs, region names, and example resource identifiers that are missing.
- Error text or screenshots from Cloudaware.
Contact Cloudaware Support at support@cloudaware.com and include these details to help shorten time to resolution.