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Custom Images — Troubleshooting

Upload Failed or Image Is in Error Status​

Symptom: After uploading, the image displays Error status instead of Active.

Common causes:

  • The file is in the wrong format (for example, an incorrect file extension, or the file is not a valid OVA/OVF/ISO).
  • The network connection was interrupted during the upload.
  • The file was corrupted before uploading.

Resolution:

  1. Delete the image in Error status.
  2. Verify the file integrity using a checksum (MD5/SHA256) against the original source.
  3. Ensure the file is in the correct format — OVA/OVF for General Images, ISO for ISO Images.
  4. Try uploading again on a stable network connection.

Custom Image Does Not Appear in the List When Creating an Instance​

Symptom: When creating a new Instance and selecting an image, the uploaded image does not appear in the selection list.

Cause:

  • The image is still in Uploading status and has not yet transitioned to Active.
  • You are in the wrong Project — images only appear in the Project they were uploaded to.

Resolution:

  1. Go back to Custom images and check the image status — wait until it is Active.
  2. Confirm you are creating the Instance in the correct Project that contains the image.
  3. Refresh the Instance creation page and try selecting again.

Delete Option Is Disabled​

Symptom: You open the action menu (⋮) but Delete is grayed out or cannot be clicked.

Cause: The image is in Uploading status — it cannot be deleted while an upload is in progress.

Resolution:

  1. Wait for the upload to complete (status changes to Active or Error).
  2. Then proceed with the deletion normally.

Image Upload Is Taking an Unusually Long Time​

Symptom: The image remains in Uploading status for an abnormally long time (more than 1 hour for a file under 10 GB).

Cause: Slow network connection, the browser tab was closed or the computer went to sleep during the upload, or a system-side issue.

Resolution:

  1. Check your network connection status and ensure the computer does not enter sleep mode.
  2. If the upload appears to be stuck, delete the image that is in Uploading status and restart the upload from scratch.
  3. If the issue recurs repeatedly with the same file, contact FPT Cloud support.