Troubleshoot Cloud Files upload and download issues

This article helps customers who have Managed Infrastructure service level
agreements (SLAs) and are experiencing issues uploading to or downloading from
Rackspace Cloud Files.

Specifically, this information helps you diagnose if the Cloud Files issue is
remedied from the customer side, or if you should escalate it to Rackspace
Support. It also specifies helpful information to include when you create a
ticket in order to expedite our response.

Check Rackspace status

If you're experiencing issues with Cloud Files, visit the
Rackspace System Status
page and check for open issues that might be impacting the service.

Check support tickets

Check your open support tickets for information about any incidents that might
be affecting the service.

Use the following steps to check your open support tickets:

  1. Log in to the Cloud Control Panel.
  2. In the top navigation bar, click Select a Product > Rackspace Cloud.
  3. Select Tickets > Ticket List.

Troubleshoot problems with Cloud Files uploads and downloads

If the system status is normal and there are no open support tickets
pertaining to Cloud Files, you can attempt to troubleshoot the issue by using
the following steps:

  1. Check if the issue is related to the way that the upload or download is
    being processed. If the failure is occurring
    through the Cloud Control Panel, try another method such as
    a third-party tool that can be configured to use direct calls with the
    Cloud Files API. For more information, see How to configure Cyberduck for
    Rackspace Cloud

    If you receive an error message, document it so that you can include it in
    your support request and then skip to step 6.

  2. If the failure occurs in Cyberduck, attempt the upload or download from the
    Cloud Control Panel. In the top navigation bar, select Rackspace Cloud, then select Storage > Files.

  3. If you're trying to upload a file, click on the name of the container in
    which you want to store it. If you're trying to download a file, click on
    the name of the container in which the file is stored.

    The container details appear.

  4. To test your ability to upload, drag and drop a small file into the window.
    For example, you can use a small picture or text file.

    Note: Ensure that your test file doesn't contain sensitive information.

  5. To download a file, click the gear icon next to the filename, then select
    Download File....

  6. If the second method that you choose replicates the problem that you
    initially encountered, document any errors and create a support ticket in
    the Cloud Control Panel by clicking Tickets > Create Ticket in the top
    navigation bar.

    The Create Ticket page appears.

  7. In the Category section, select Cloud Files for the Type.

  8. Update the support ticket with the error message that you received and any
    other issues that you encountered with the upload or download, including
    the methods attempted. This information expedites your request.