--- id: "cloud.resolver-problemas" titulo: "Troubleshooting" resumo: "What to do when the address does not open, the Cloud does not turn on from the app, the code expires or the service does not start." idioma: "en" tipo: "guia" categoria: "cloud" aplicavelDesde: "0.0.16" capabilities: [] estadoEditorial: "aprovado" nivelEvidencia: "artefato-distribuido" refFonte: "e593bd0591d172fd8fb2c40f2c38f5bb52980eb3" revisaoFonte: "2026-10-04" revisor: "mantenedor (autorizou a publicação, 2026-10-04)" rota: "/docs/en/cloud/resolver-problemas/" fonte: "pt-br/cloud/resolver-problemas.md" caminhoPublico: "docs/publica/en/cloud/resolver-problemas.md" hashFonte: "sha256:675e838202fd7c4d0dc99e02fc0ad0dc6200bf2ee5c2aa131889865805e4a161" hashDestaPagina: "sha256:83e683222c927630e980836c9d5eeb06fb56164b34c3d0deaf4cce1629256c28" traducaoAssistidaPorIA: true traducaoDesatualizada: false corpoRetido: false --- ## On both paths ### The address shows error 1033 Right after the Cloud comes on, the public address takes a few moments to start responding, and the 1033 error page may appear in that interval. Wait a few moments and reload. If it persists, check that the Cloud is **Up** (in the app) or activated (`elyra cloud status`, on the server). ### It asks you to sign in again The session lasts 15 minutes and is only renewed while the Cloud is up. If it was off or offline for longer than that, the session expired: sign in again with your account. A restart alone signs no one out. ## On Windows, macOS and Linux with a screen Notices appear in **Settings → Elyra Cloud**, on the **Make this computer your Cloud** card. | What you see | What to do | |---|---| | "activate this computer's license first" | Activate Elyra with your account and try again. | | "choose a username on your Elyra account" | Choose the username at `app.elyra.sh/conta` and try again. | | "turn off phone pairing over the local network" | Turn off phone pairing and click **Turn on**. | | "the Elyra Cloud port is in use on this computer" | Close the program using the port, or restart the computer, and try again. | | "the Elyra account refused the request" | Update Elyra and try again. If it continues, contact support. | | "The public Cloud address isn't available" | Check this computer's internet, click **Turn off** and then **Turn on**. | | "The Cloud connection went down and did not come back" | Click **Turn off** and then **Turn on**. | | "Another computer became this account's Cloud" | The Cloud was turned on in another computer. To bring it back, click **Turn on** here. | | "Elyra couldn't return to normal mode" | Restart Elyra before turning it on again. | When using the Cloud **from another Elyra** (**Use the Cloud of another computer**): | What you see | What to do | |---|---| | "Cloud offline" | Turn on the computer that is the Cloud and click **Check again**. | | "this account doesn't have an Elyra Cloud yet" | Turn the Cloud on in some computer first: [Turn on your Cloud](/docs/en/cloud/tornar-este-computador/). | | "The computer that serves the Cloud is running an old Elyra version" | Update Elyra on the computer that is the Cloud. | | "the session ended" | Click **Connect** again. | ## On a headless Linux server Always start with the state and the log: ``` systemctl --user status elyra-cloud.service journalctl --user -t elyra-cloud -f elyra cloud status ``` ### The activation code expired The server generates another code on its own each time one expires. See the current one in the log, or restart the service to generate a new one, and always approve the latest. Step by step in [Activate the server](/docs/en/cloud/ativar/#the-code-expires). ### The license has no free device The terminal lists the devices in use. Free one at `app.elyra.sh/conta` (Devices); the server tries again on its own, with increasing wait times, and shows a new code for you to approve. ### License expired, revoked or missing The server does not open access and states the reason in the log: renew or subscribe at `app.elyra.sh`. Once resolved, restart the service. These errors **stop the service** instead of repeating, so as not to overload the account. ### The service does not start 1. See the reason: `systemctl --user status elyra-cloud.service` and the log. 2. **Port in use**: if the log points to a port in use, end the other process and restart the service. 3. **No contact with the account**: the server tries again on its own. Check the machine's internet. 4. Once the reason is resolved, `systemctl --user restart elyra-cloud.service`. ### The service does not come back after the machine reboots (linger) A user service only runs without an open session if the user's **linger** is on. Check: ``` loginctl show-user "$USER" -p Linger ``` If `Linger=no` appears, turn it on with `sudo loginctl enable-linger "$USER"` or run the installer again, which turns linger on when needed. If the installer says the user's systemd did not start, sign in over SSH **directly as that user** (not through `su` or `sudo -u`) and run the installer again. ### The installer says there is no root or sudo It needs privilege to install the package and to write the `sudo` rule for the [uninstaller](/docs/en/cloud/desinstalar/). Run it as root, or in a terminal where `sudo` can ask for your password, or as a user with passwordless `sudo`. ### The installer refuses the machine It supports Ubuntu 20.04+ and Debian 11+, on x64 or arm64, with systemd. Any other distribution, version or architecture is refused before any change. ### Reinstall from scratch 1. `elyra cloud desinstalar` (see [Uninstall](/docs/en/cloud/desinstalar/)). 2. Run the installer again and activate with a new code. If you only want to fix a broken installation, just **run the installer again**: it is safe to repeat and repairs whatever is missing. ## Next steps - [Operate from the CLI](/docs/en/cloud/operar-pela-cli/) - [Install Elyra Cloud](/docs/en/cloud/instalar/)