Common Error Messages
Service provisioning errors
Port cannot be untagged
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
Once you have verified you are on an EFR device, you have two options:
1: Add a VLAN ID.
2: Contact email@example.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.
Updates are temporarily disabled due to scheduled maintenance
This error happens when we have disabled updates due to scheduled maintenance activities or a features release.
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.
No <Cloud Provider> port matching parameters found.
This error appears when attempting to create a Hosted cloud connection. It indicates a capacity shortage at the site.
Try provisioning the connection again while selecting a different availability zone.
If that is not possible, contact firstname.lastname@example.org and we will work to either free up capacity or add more capacity to the site.
Service key does not provide any PacketFabric-connected ExpressRoute ports
This might appear after upgrades or if we are missing some data about an on-ramp.
Try generating a new ExpressRoute service key. If you still receive the error message, contact email@example.com.
Service deletion errors
Port cannot be deleted because it is still in operation
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.
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.
Physical interface cannot be deleted because it has one or more logical interfaces attached
You must delete all virtual circuits connected to a port before it can be deleted.
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 firstname.lastname@example.org.
Virtual circuit needs two active interfaces
This error appears when you are trying to delete a virtual circuit and one of its ports is disabled.
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.
User management and login errors
User already exists
This error typically appears if you attempt to add a user who had previously been deleted.
Contact email@example.com to have the user manually activated.
You should use SAML login. Contact an administrator for more details.
This error appears when a company account has SAML enabled and a non-Admin user attempts to login via
Have an Admin user give you Admin permissions or sign in via your company’s SAML login page, which will look similar to this: