Menu

Lumen help

Lumen® Edge Bare Metal: Troubleshooting failures

Having trouble with your Lumen® Edge Bare Metal service? Use the resources below to get help resolving failures.

Network failures
Server failures

Troubleshooting network failures

Lumen Edge has built a highly redundant and resilient network that is monitored 24/7, thus individual hardware or circuit failures will be transparent to most of our customers. Our operations teams do have scheduled maintenance windows, should maintenance or upgrades be required. If the scheduled maintenance will impact you, we will notify you in advance.

Learn more about maintenance windows and SLAs

 

If you have a performance issue or an outage, contact our Customer Care team (available 24/7) and provide the tenant (account) name.

Troubleshooting server failures

What happens when your Lumen Edge Bare Metal server has physical failures?

 

Lumen is responsible for all hardware replacement for Bare Metal servers. If you experience a failed component, dead server, or issues logging in to your Edge Bare Metal server, contact our Customer Care team (available 24/7). Due to the low-level ownership of hardware by customers, Lumen has limited insight to hardware-level failures. If a failure is detected by Lumen Operations, we will contact you to coordinate maintenance.

 

If you’re having component-level failures (e.g., disk, memory DIMM, NIC, port, etc.) or full failure with your Lumen Edge Bare Metal server, Lumen Customer Care team is on call 24/7 to assist*. Below are some common scenarios and our recommended actions.

 

*Our Customer Care team cannot assist with OS-level issues.

Failed components

  • Disk—one or more disks have failed.
  • Memory DIMM—you’re seeing DIMM errors or not seeing the expected quantity of RAM.
  • NIC or port—failure of NIC or a port on NIC.
  • Power supply
     

Contact Customer Care and provide the server name and your tenant (account) name. One of our technicians will be happy to assist.

Full failure

If your server is effectively dead, unable to ping, unable to perform power operations, or fails on boot, contact Customer Care and provide the server name and your tenant (account) name. One of our technicians will be happy to assist.

Note: In the case of an unrecoverable hardware failure, we recommend decommissioning the server by selecting Delete from the Actions menu in the Hosts view or Host detailed views in the portal and provision a new bare metal server to replace the failed server.