Common Error Messages

Cause:

The most likely reason is that you are trying to create an untagged virtual circuit from an EFR (edge fabric router) port. EFR devices do not support untagged virtual circuits.

You can check whether a port is on an EFR or CFR (core fabric router) device from the port Details page. The device name should start with efr or cfr:

Solution:

Once you have verified you are on an EFR device, you have two options:

1: Add a VLAN ID.

or

2: Contact support@packetfabric.com and request to be moved to a CFR device (if available). We can do this from our end, but it may require a brief period of downtime. We will attempt to coordinate a time that works best for you.

Cause:

This error happens when we have disabled updates due to scheduled maintenance activities or a features release.

Solution:

Go get a snack, take a walk, play on your phone. Then come back to a newer, shinier portal!

For information on how to get email notifications about scheduled maintenance periods, see Maintenance Notifications.

Cause:

This error appears when attempting to create a Hosted cloud connection. It indicates a capacity shortage at the site.

Note that this can also be cause by providing the wrong availability zone when creating a connection via the API or Terraform. For example, if you specify zone Y when a location only has zones A and B available.

Solution:

Try provisioning the connection again while selecting a different availability zone. If you are using the API, use https://api.packetfabric.com/v2/locations/{pop}/zones to verify that your specifications match what is available at that location.

If that is not possible, contact support@packetfabric.com and we will work to either free up capacity or add more capacity to the site.

Cause:

This might appear after upgrades or if we are missing some data about an on-ramp.

Solution:

Try generating a new ExpressRoute service key. If you still receive the error message, contact support@packetfabric.com.

Cause:

This is typically caused when a user includes certain character patterns in an input field (such as description). Text that produces this error usually includes common characters found in HTML, such as <>, and other patterns that may be associated with hacking attacks.

Solution:

Review the input you provided and remove any unnecessary special characters.

Cause:

This means that the port is still operationally up and passing light, indicating that the cross connect is still in place. You must disconnect the cross connect before the port can be deleted.

Solution:

If this is an inbound cross connect, contact the colocation facility and request to have the cross connect disconnected.

If you requested an outbound cross connect through PacketFabric, go to the Cross Connects page and click the cross connect to open its side panel. Select Actions > Disconnect.

Cause:

You must delete all virtual circuits connected to a port before it can be deleted.

Solution:

Go to the port Details page and check the Active VCs table. Delete any connections that remain.

If you are unable to delete a virtual circuit because it is still in term, contact your Customer Support Manager.

If you are unable to delete a virtual circuit because it is stuck in the Provisioning state, contact support@packetfabric.com.

Cause:

This error appears when you are trying to delete a virtual circuit and one of its ports is disabled.

Solution:

Go to the details page for the virtual circuit and look under the Interfaces section. Find the disabled port and click the view icon to navigate to its details page.

From there, you can enable the port long enough to delete the virtual circuit. After which, you can disable it again if you choose.

Cause:

This error typically appears if you attempt to add a user who had previously been deleted.

Solution:

Contact support@packetfabric.com to have the user manually activated.

Cause:

This error appears when a company account has SAML enabled and a non-Admin user attempts to login via https://portal.packetfabric.com/auth/login.

Solution:

Have an Admin user give you Admin permissions or sign in via your company’s SAML login page, which will look similar to this: https://portal.packetfabric.com/saml/login?id=<string>