Common Error Messages

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 attempting to create a Hosted cloud connection. It indicates a capacity shortage at the site.

Solution:

Try provisioning the connection again while selecting a different availability zone.

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:

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 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 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.