Forum Discussion

Anonymous's avatar
Anonymous
5 months ago
Approved

Templates do not add systems

Hello everybody,

I just registered yesterday for snaplabs and wanted to deploy a template (does not matter which, I tried several).

The problem I am encountering is, that snaplabs does not add any systems to the range and keeps on hanging. Here are some screenshots:

Here are no instances listed:

 

Also in the AWS dashboard, nothing but the IP shows up:

 

 

What is wrong here? I simply clicked on a template, did not even change the name

10 Replies

  • SamDickison's avatar
    SamDickison
    Icon for Community Manager rankCommunity Manager
    5 months ago

    Hi Anonymous​ I've just requested some help for you from our team...

    • mfkrypt's avatar
      mfkrypt
      Bronze II
      30 days ago

      Hi, i'm having the same problem at the moment...can you provide some help?

  • ChrisKershaw's avatar
    ChrisKershaw
    Icon for Community Support rankCommunity Support
    30 days ago

    Hey Anonymous, 

    Firstly, can you confirm if you are a community user on Ranges, or a paying user? It might be if you are community that there are restrictions in place here that may prevent you from actioning this, but I would have to check with our Product Team.

    If you can let me know that will be a big help.

    • mfkrypt's avatar
      mfkrypt
      Bronze II
      30 days ago

      I am a community user on the Ranges. Also isn't the standard and introductory labs supposed to deploy like normal? I am trying out SnapLabs and ended up with this problem

      • ChrisKershaw's avatar
        ChrisKershaw
        Icon for Community Support rankCommunity Support
        26 days ago

        Hey mfkrypt​

        I've reached out to our Product Team, to seek some further information to help you both with this. Would you mind leaving this with me, and I'd be happy to touch base with you both as soon as I hear anything further?

  • ChrisKershaw's avatar
    ChrisKershaw
    Icon for Community Support rankCommunity Support
    16 days ago

    Hi mfkrypt​ & Anonymous, 

    Sorry it's been a little while since I reached out on the post. 

    After discussing this with our Product Team, due to this request requiring us asking for some personal information on your account so we can provision this, can we request you both submit a ticket to us in the Customer Support Team with the following details:

    • Their email
    • The VPC ID and/or URL of the range
    • The approximate time they tried to launch it (or if they could re-do this and tell us when it happened)
    • The template they used
    • Their AWS region


    This information will allow our Product Team to find your account and make the required changes you need to your log in.

    I'm sorry that this an additional step, but it'll mean we can treat both of your queries and have a record of the requests. 

    If you need me to share a link to the Help Centre page on the platform, let me know, and I'll be happy to share this with you both. 

    Kindest regards,

      • ChrisKershaw's avatar
        ChrisKershaw
        Icon for Community Support rankCommunity Support
        16 days ago

        Hey mfkrypt​ 

        Sure, as long as you have an account on the platform, if you click the '?' button and select 'Help Centre', there is a link at the top of the page to contact us in the Customer Support Team. 

        I'll leave the direct link to this below, but if it doesn't work try the above steps and you should be good to go 👍🏻

        https://support.immersivelabs.com/hc/en-us/requests/new