Troubleshooting

Common issues and their solutions.

AWS Sync Issues

Sync fails with "Invalid credentials"

Cause: The access key or secret key is incorrect, or the IAM user has been deleted.

Solution:

  1. Verify the IAM user exists in your AWS Console under IAM > Users
  2. Check that the access key is active (not disabled) under the user's Security credentials tab
  3. If the key was rotated, update the credentials in Servyx by editing the account

Sync fails with "Access Denied"

Cause: The IAM user does not have the ServyxReadOnly policy attached, or the policy is missing permissions.

Solution:

  1. Go to IAM > Users > servyx-reader > Permissions
  2. Verify that the ServyxReadOnly policy is attached
  3. Compare your policy against the IAM Policy Reference to make sure no permissions are missing
  4. If you recently created the policy, wait a few seconds for IAM propagation and try again

Sync succeeds but no cost data appears

Cause: AWS Cost Explorer is not enabled, or it was recently enabled and data is not yet available.

Solution:

  1. Go to the AWS Billing Console
  2. Click Cost Explorer in the left sidebar
  3. If it shows an "Enable" button, click it
  4. Wait up to 24 hours for historical data to become available
  5. Run the sync again after Cost Explorer is active

Sync succeeds but some resources are missing

Cause: Resources may be in a different region than the one configured for this account.

Solution:

  1. Check which region is configured for this account in Servyx
  2. If you have resources in multiple regions, make sure the account is configured for the region with the most resources
  3. Note that Cost Explorer data is global (not region-specific), so cost data will appear regardless of the configured region

Kubernetes Collector Issues

CronJob exists but no data appears in Servyx

Cause: The collector may be failing silently, or the token may be incorrect.

Solution:

  1. Check the collector logs:
kubectl logs -n servyx -l app=servyx-collector --tail=50
  1. Look for authentication errors (invalid token) or network errors (cannot reach Servyx endpoint)
  2. Verify the token matches what you generated in Servyx

Collector pod is in CrashLoopBackOff

Cause: The collector is crashing on startup, usually due to missing configuration.

Solution:

  1. Check the pod logs:
kubectl logs -n servyx -l app=servyx-collector --previous
  1. Verify the Helm values are correct:
helm get values servyx-collector -n servyx
  1. Make sure config.token and config.endpoint are set correctly

Collector cannot reach the Servyx endpoint

Cause: Network policies or firewall rules are blocking outbound HTTPS traffic from the cluster.

Solution:

  1. Test connectivity from within the cluster:
kubectl run test-net --image=curlimages/curl --rm -it --restart=Never -n servyx -- curl -v https://servyx.ai/api/collect/kubernetes
  1. If the connection fails, check your cluster's network policies and ensure outbound HTTPS (port 443) is allowed to servyx.ai
  2. If you use a proxy, configure the collector's environment variables accordingly

Token was lost or compromised

Solution:

  1. Go to the cluster settings in your Servyx dashboard
  2. Regenerate the collector token
  3. Update the Helm installation with the new token:
helm upgrade servyx-collector servyx/servyx-k8s-collector \
  --namespace servyx \
  --set config.token="YOUR_NEW_TOKEN"

Dashboard Issues

Dashboard shows stale data

Cause: The data has not been synced recently.

Solution:

  1. Click the Sync button on the account to refresh the data
  2. For Kubernetes clusters, verify the CronJob is running on schedule:
kubectl get cronjobs -n servyx

Savings estimates seem too high or too low

Cause: Savings estimates depend on the quality and completeness of the data collected.

Solution:

  1. Make sure Cost Explorer is enabled and has at least one month of data
  2. Run a fresh sync to get the latest CloudWatch metrics
  3. Remember that savings estimates are based on current on-demand pricing -- if you are already using Reserved Instances or Savings Plans, the effective savings may differ

Account Issues

Cannot sign in

Cause: Browser cookies or cache may be interfering with Google Sign-In.

Solution:

  1. Clear your browser cookies for servyx.ai
  2. Try signing in with an incognito/private window
  3. Verify you are using the same Google account you registered with

Need to change the Google account associated with Servyx

Solution: Currently, each Servyx account is tied to a single Google identity. Contact support if you need to migrate your workspace to a different Google account.

Still Need Help?

If your issue is not covered here, reach out to us at support@servyx.ai with:

  • A description of the problem
  • Any error messages you are seeing
  • The account or cluster name affected
  • Steps you have already tried
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