Do not paste secrets, private keys, passwords, tokens, production customer data, classified data, export-controlled data, or sensitive operational data into support requests unless an approved secure exchange process has been established.
1. Deployment does not start
- Confirm Marketplace acquisition completed and the offer is visible in the target subscription.
- Verify the deployment principal has rights to create resources in the target resource group.
- Review Azure Activity Log and the Marketplace deployment status for failure detail.
2. Marketplace plan or entitlement not recognized
- Confirm the active Marketplace subscription and plan in the Azure portal.
- Restart Cassian licensing components after entitlement changes propagate.
- Confirm the cluster has outbound connectivity required to validate entitlement state.
3. AKS cluster selection fails
- Confirm the cluster is in a supported region and Kubernetes version.
- Confirm the deployment principal has access to the cluster resource group.
- Confirm cluster-admin or equivalent rights for the install.
4. Image pull error
- Verify nodes have outbound network access to the configured image source.
- Confirm any required image-pull secrets are present in the Cassian namespace.
- Review the pod event stream for authentication or DNS errors.
5. Pods stuck in Pending
- Check node capacity (CPU, memory, ephemeral storage).
- Verify required storage classes and persistent volumes are available.
- Check node selectors, taints, and tolerations against pod specs.
6. Pods stuck in CrashLoopBackOff
- Inspect logs and recent events on the affected pod.
- Verify required configuration, secrets, and environment values are present and well-formed.
- Confirm database and dependent services are reachable.
7. Pods stuck in ImagePullBackOff
- Confirm image reference and tag are correct.
- Confirm registry credentials are valid and not expired.
- Check egress firewall and DNS resolution from the nodes.
8. Ingress or DNS not reachable
- Confirm the ingress controller is installed and healthy.
- Confirm DNS A or CNAME records point to the correct load balancer address.
- Confirm network security groups and Azure Firewall rules permit required traffic.
9. TLS certificate issue
- Confirm the certificate matches the served hostname and is not expired.
- If using cert-manager, inspect Certificate, Order, and Challenge resources.
- Confirm the full chain is presented and trusted by clients.
10. Microsoft Entra ID login issue
- Confirm the Entra ID application registration, redirect URIs, and required permissions.
- Confirm group claims and role mappings used by Cassian.
- Confirm tenant conditional-access policies are not blocking sign-in.
11. Database connection issue
- Confirm connection strings, credentials, and managed identity assignments.
- Confirm database firewall rules allow the AKS egress IP or virtual network.
- Confirm the database is online and has capacity available.
12. Storage or persistent volume issue
- Confirm the requested storage class exists and supports the requested access mode.
- Confirm sufficient quota in the storage account or managed disk subscription.
- Inspect PersistentVolumeClaim events for binding errors.
13. Metering or usage reporting issue
- Confirm cluster outbound connectivity to the metering endpoint.
- Confirm system clock skew is within tolerance.
- Inspect metering component logs for retry or authentication errors.
14. License appears suspended, expired, or downgraded
- Confirm Marketplace subscription status in the Azure portal.
- Confirm billing is current and the plan is active.
- Allow time for entitlement state to propagate, then refresh the Cassian console.
15. Support bundle generation
- Generate a support bundle from the Cassian console where available.
- Review the bundle contents before sharing and remove anything sensitive.
- Attach the redacted bundle to your support case.
16. Collecting logs safely
- Collect only the minimum logs required to describe the issue.
- Redact tokens, secrets, private network detail, and customer data before sharing.
- Use the example commands below to gather initial diagnostics.
kubectl get pods -n cassian kubectl describe pod <pod-name> -n cassian kubectl logs <pod-name> -n cassian kubectl get ingress -n cassian kubectl get events -n cassian --sort-by=.metadata.creationTimestamp
17. Escalating to Quantum Iryx Systems support
- Open a case using the form on the Cassian Support page.
- Email cassian-support@quantumiryx.com with severity, environment, and a clear issue summary.
- For suspected security incidents, mark the subject “SECURITY”.