My VM is down and needs fixing

Question

My VM is down and needs fixing

Tom Bedell 5

VM has been unreachable for two weeks. I want it fixed and I want a refund. I tried troubleshooting steps and nothing worked. Need help.

Ankit Yadav 6,600 Reputation points Microsoft External Staff Moderator

2025-10-17T19:18:38.7666667+00:00
Hello Tom Bedell

Thank you for reaching out, and I’m truly sorry to hear that your VM has been unreachable for the past two weeks. I understand how frustrating and disruptive this must be, especially after your efforts to troubleshoot the issue yourself.

We’d like to get this resolved for you as quickly as possible. To help us better understand what might be causing the problem and to avoid repeating any steps you’ve already tried, could you please answer below queries:

From the Azure Portal, is your VM showing as Running, and is the VM Agent status listed as Ready?

Were any changes made to the VM (such as updates, configuration changes, or deployments) before it became unreachable?

Have you checked Resource Health for your VM to see if there is any notification for your VM outage?

Have you already attempted actions like Restart, Redeploy, or Stop and Start from the portal? If so, did you observe any change in behavior?

Are you able to access the Serial Console for the VM?

Can you share a screenshot or details from Boot Diagnostics (if enabled)? This could help us determine if the OS is booting properly.

Could you list the troubleshooting steps you’ve already tried? This will help us avoid repeating guidance and focus on what’s most useful for your case.

Additionally, I’ve sent a Private message requesting a few specific details about your VM, kindly check and share those details so that we can assist you better way.
Ankit Yadav 6,600 Reputation points Microsoft External Staff Moderator

2025-10-18T01:30:45.0366667+00:00
Sharing some general troubleshooting tips below:

For SSH failure on Linux based VMs:

You can reset credentials, SSH configuration, or troubleshoot the status of the SSH service by using one of the following methods:

Azure portal - great if you need to quickly reset the SSH configuration or SSH key and you don't have the Azure tools installed.

Azure VM Serial Console - the VM serial console will work regardless of the SSH configuration, and will provide you with an interactive console to your VM. In fact, "can't SSH" situations are specifically what the serial console was designed to help solve. More details below.

Use Run Command through Azure portal - You can run basic commands by using the Run Command functionality through the Azure portal. The output will be returned to the portal.

Azure CLI - if you are already on the command line, quickly reset the SSH configuration or credentials.

Azure VMAccessForLinux extension - create and reuse json definition files to reset the SSH configuration or user credentials.

For detailed troubleshooting, please refer: https://learn.microsoft.com/en-us/troubleshoot/azure/virtual-machines/linux/troubleshoot-ssh-connection#available-methods-to-troubleshoot-ssh-connection-issues

For RDP failure on Windows based VMs:

Reset Remote Desktop configuration.

Check Network Security Group rules / Cloud Services endpoints.

Review VM console logs.

Reset the NIC for the VM.

Check the VM Resource Health.

Reset your VM password.

Restart your VM.

Redeploy your VM.

For more details for the steps, kindly refer: https://learn.microsoft.com/en-us/troubleshoot/azure/virtual-machines/windows/troubleshoot-rdp-connection
Himanshu Shekhar 1,780 Reputation points Microsoft External Staff Moderator

2025-10-21T07:46:01.13+00:00

@Tom Bedell

Could you please provide an update on this post?

Kindly let us know if the suggested steps helps or you need further assistance on this issue.
Ankit Yadav 6,600 Reputation points Microsoft External Staff Moderator

2025-10-27T06:42:27.72+00:00

Hello @Tom Bedell

Just checking in, if the issue has been resolved or if you are still blocked to connect to your VM.

Additionally, if you could review Private Message and share the PII information asked, we would be able to assist you better and connect with you to do live debugging over the case.
Tom Bedell 5 Reputation points

2025-10-27T19:32:36.9966667+00:00
Here are the answers from the opening list of questions:

The VM Agent Status is list as Not Ready

Not changes were made before it became unreachable. At first, when it went out now three weeks ago, it showed the Agent Status as running. But it was still unreachable. I restarted the VM and was able to log on once or twice, but then that stopped working. The others who use the website have likewise been unable to reach the site for three weeks, which is why I want a refund.

I pretty much checked everything that I thought would help me, but nothing did. I'm not an IT guy.

I have since tried all of Restart, Redeploy, Stop and Start. The only thing that seemed to do was to put it in a Not Ready Status.

I don't know what the Serial Console is.

I don't know how to do this.

As mentioned above. But I'm not conversant with most of the troubleshooting steps, so I need someone to walk me through it.
Tom Bedell 5 Reputation points

2025-10-27T20:52:46.4833333+00:00
Maybe I was supposed to write here instead of the answer space? Here it is again:

Here are the answers from the opening list of questions:

The VM Agent Status is list as Not Ready

Not changes were made before it became unreachable. At first, when it went out now three weeks ago, it showed the Agent Status as running. But it was still unreachable. I restarted the VM and was able to log on once or twice, but then that stopped working. The others who use the website have likewise been unable to reach the site for three weeks, which is why I want a refund.

I pretty much checked everything that I thought would help me, but nothing did. I'm not an IT guy.

I have since tried all of Restart, Redeploy, Stop and Start. The only thing that seemed to do was to put it in a Not Ready Status.

I don't know what the Serial Console is.

I don't know how to do this.

As mentioned above. But I'm not conversant with most of the troubleshooting steps, so I need someone to walk me through it.
Himanshu Shekhar 1,780 Reputation points Microsoft External Staff Moderator

2025-10-28T07:15:15.22+00:00

@Tom Bedell - We are here to assist you to get your VM fixed and asked few details via private messages
Tom Bedell 5 Reputation points

2025-10-28T18:59:22.19+00:00

I tried answering a private message from Himanshu Shekhar (https://learn.microsoft.com/users/na/?userid=94081251-4981-41e1-b926-ce27d19c40e0) but I don't know if it went through. Here is the answer:

subscription id: <removed by moderator>

Tenant id: <removed by moderator>

Your registered email id: <removed by moderator>

Availability time (in case a call is needed): 10am - 10 pm EST
Tom Bedell 5 Reputation points

2025-11-04T04:05:10.6333333+00:00

Still not connecting. Failed to Redeploy. Available tomorrow after 12 pm EDT

1 answer

Your answer

Ankit Yadav 6,600 Reputation points Microsoft External Staff Moderator

2025-10-17T19:18:38.7666667+00:00

Hello Tom Bedell

Thank you for reaching out, and I’m truly sorry to hear that your VM has been unreachable for the past two weeks. I understand how frustrating and disruptive this must be, especially after your efforts to troubleshoot the issue yourself.

We’d like to get this resolved for you as quickly as possible. To help us better understand what might be causing the problem and to avoid repeating any steps you’ve already tried, could you please answer below queries:

From the Azure Portal, is your VM showing as Running, and is the VM Agent status listed as Ready?

Were any changes made to the VM (such as updates, configuration changes, or deployments) before it became unreachable?

Have you checked Resource Health for your VM to see if there is any notification for your VM outage?

Have you already attempted actions like Restart, Redeploy, or Stop and Start from the portal? If so, did you observe any change in behavior?

Are you able to access the Serial Console for the VM?

Can you share a screenshot or details from Boot Diagnostics (if enabled)? This could help us determine if the OS is booting properly.

Could you list the troubleshooting steps you’ve already tried? This will help us avoid repeating guidance and focus on what’s most useful for your case.

Additionally, I’ve sent a Private message requesting a few specific details about your VM, kindly check and share those details so that we can assist you better way.
Ankit Yadav 6,600 Reputation points Microsoft External Staff Moderator

2025-10-18T01:30:45.0366667+00:00

Sharing some general troubleshooting tips below:

For SSH failure on Linux based VMs:

You can reset credentials, SSH configuration, or troubleshoot the status of the SSH service by using one of the following methods:

Azure portal - great if you need to quickly reset the SSH configuration or SSH key and you don't have the Azure tools installed.

Azure VM Serial Console - the VM serial console will work regardless of the SSH configuration, and will provide you with an interactive console to your VM. In fact, "can't SSH" situations are specifically what the serial console was designed to help solve. More details below.

Use Run Command through Azure portal - You can run basic commands by using the Run Command functionality through the Azure portal. The output will be returned to the portal.

Azure CLI - if you are already on the command line, quickly reset the SSH configuration or credentials.

Azure VMAccessForLinux extension - create and reuse json definition files to reset the SSH configuration or user credentials.

For detailed troubleshooting, please refer: https://learn.microsoft.com/en-us/troubleshoot/azure/virtual-machines/linux/troubleshoot-ssh-connection#available-methods-to-troubleshoot-ssh-connection-issues

For RDP failure on Windows based VMs:

Reset Remote Desktop configuration.

Check Network Security Group rules / Cloud Services endpoints.

Review VM console logs.

Reset the NIC for the VM.

Check the VM Resource Health.

Reset your VM password.

Restart your VM.

Redeploy your VM.

For more details for the steps, kindly refer: https://learn.microsoft.com/en-us/troubleshoot/azure/virtual-machines/windows/troubleshoot-rdp-connection
Himanshu Shekhar 1,780 Reputation points Microsoft External Staff Moderator

2025-10-21T07:46:01.13+00:00

@Tom Bedell

Could you please provide an update on this post?

Kindly let us know if the suggested steps helps or you need further assistance on this issue.
Ankit Yadav 6,600 Reputation points Microsoft External Staff Moderator

2025-10-27T06:42:27.72+00:00

Hello @Tom Bedell

Just checking in, if the issue has been resolved or if you are still blocked to connect to your VM.

Additionally, if you could review Private Message and share the PII information asked, we would be able to assist you better and connect with you to do live debugging over the case.
Tom Bedell 5 Reputation points

2025-10-27T19:32:36.9966667+00:00

Here are the answers from the opening list of questions:

The VM Agent Status is list as Not Ready

Not changes were made before it became unreachable. At first, when it went out now three weeks ago, it showed the Agent Status as running. But it was still unreachable. I restarted the VM and was able to log on once or twice, but then that stopped working. The others who use the website have likewise been unable to reach the site for three weeks, which is why I want a refund.

I pretty much checked everything that I thought would help me, but nothing did. I'm not an IT guy.

I have since tried all of Restart, Redeploy, Stop and Start. The only thing that seemed to do was to put it in a Not Ready Status.

I don't know what the Serial Console is.

I don't know how to do this.

As mentioned above. But I'm not conversant with most of the troubleshooting steps, so I need someone to walk me through it.
Tom Bedell 5 Reputation points

2025-10-27T20:52:46.4833333+00:00

Maybe I was supposed to write here instead of the answer space? Here it is again:

Here are the answers from the opening list of questions:

The VM Agent Status is list as Not Ready

Not changes were made before it became unreachable. At first, when it went out now three weeks ago, it showed the Agent Status as running. But it was still unreachable. I restarted the VM and was able to log on once or twice, but then that stopped working. The others who use the website have likewise been unable to reach the site for three weeks, which is why I want a refund.

I pretty much checked everything that I thought would help me, but nothing did. I'm not an IT guy.

I have since tried all of Restart, Redeploy, Stop and Start. The only thing that seemed to do was to put it in a Not Ready Status.

I don't know what the Serial Console is.

I don't know how to do this.

As mentioned above. But I'm not conversant with most of the troubleshooting steps, so I need someone to walk me through it.
Himanshu Shekhar 1,780 Reputation points Microsoft External Staff Moderator

2025-10-28T07:15:15.22+00:00

@Tom Bedell - We are here to assist you to get your VM fixed and asked few details via private messages
Tom Bedell 5 Reputation points

2025-10-28T18:59:22.19+00:00

I tried answering a private message from Himanshu Shekhar (https://learn.microsoft.com/users/na/?userid=94081251-4981-41e1-b926-ce27d19c40e0) but I don't know if it went through. Here is the answer:

subscription id: <removed by moderator>

Tenant id: <removed by moderator>

Your registered email id: <removed by moderator>

Availability time (in case a call is needed): 10am - 10 pm EST
Tom Bedell 5 Reputation points

2025-11-04T04:05:10.6333333+00:00

Still not connecting. Failed to Redeploy. Available tomorrow after 12 pm EDT

Answer 1

Tom Bedell 5

Yes, sorry, problem is ongoing. Been a little too busy to answer questions. I will later this evening. Tom Bedell

Ankit Yadav 6,600 Reputation points Microsoft External Staff Moderator

2025-12-08T07:35:24.24+00:00

Hello Tom Bedell

We exhausted every Azure-native troubleshooting step on your original Windows Server 2012 R2 VM, including restarts, redeploys, password resets via the portal, Bastion/RDP access attempts, Run Command/PowerShell scripts, and even escalating to senior Microsoft teams for deeper guidance. Despite our best efforts, the VM stayed stuck in an OS provisioning failed state, which blocked most fixes—like attaching the OS disk for offline repairs or fully applying password changes (even though the portal UI showed success, the corruption prevented it from propagating to the OS level).

That said, we were able to salvage everything that matters for your site:

A complete backup of your inetpub folder (WordPress core files, themes, plugins, uploads, etc.).

Your MySQL database export (in .bak/.sql format) with all posts, pages, and configs intact.

A fresh, fully operational VM on Windows Server 2019—same sizing as before, ready to go.

With these in hand, restoring your WordPress environment is straightforward and content-safe.

Why This Got Tricky (And How to Sidestep It Next Time)

Scenarios like this often stem from a mix of factors that build up over time, especially with older OS versions. Here's a bit of context without getting too technical:

OS Corruption Roots: In cases where a VM image wasn't generalized properly upfront (e.g., using Sysprep per our docs), it can lead to provisioning hiccups down the line. This isn't uncommon with custom setups, but it's a best practice we recommend in our Azure VM guidelines to keep things resilient.

Access Hurdles: With recent changes to the environment and password recall challenges, tools like Serial Console couldn't get a foothold. (Note: Serial Console isn't supported on 2012 R2, which adds another layer of complexity.)

Age of the OS: Windows Server 2012 R2 reached end-of-support back in 2023, so while we still provide break-fix help for Azure-hosted instances, recovery from deep corruption states gets tougher without the latest patches and tools. Upgrading to something like 2019 or 2022 (as we did with your new VM) makes a huge difference in stability and support options.We exhausted every Azure-native troubleshooting step on your original Windows Server 2012 R2 VM, including restarts, redeploys, password resets via the portal, Bastion/RDP access attempts, Run Command/PowerShell scripts, and even escalating to senior Microsoft teams for deeper guidance. Despite our best efforts, the VM stayed stuck in an OS provisioning failed state, which blocked most fixes—like attaching the OS disk for offline repairs or fully applying password changes (even though the portal UI showed success, the corruption prevented it from propagating to the OS level).

That said, we were able to salvage everything that matters for your site:

A complete backup of your inetpub folder (WordPress core files, themes, plugins, uploads, etc.).

Your MySQL database export (in .bak/.sql format) with all posts, pages, and configs intact.

A fresh, fully operational VM on Windows Server 2019—same sizing as before, ready to go.

With these in hand, restoring your WordPress environment is straightforward and content-safe.

Why This Got Tricky (And How to Sidestep It Next Time)

Scenarios like this often stem from a mix of factors that build up over time, especially with older OS versions. Here's a bit of context without getting too technical:

OS Corruption Roots: In cases where a VM image wasn't generalized properly upfront (e.g., using Sysprep per our docs), it can lead to provisioning hiccups down the line. This isn't uncommon with custom setups, but it's a best practice we recommend in our Azure VM guidelines to keep things resilient.

Access Hurdles: With recent changes to the environment and password recall challenges, tools like Serial Console couldn't get a foothold. (Note: Serial Console isn't supported on 2012 R2, which adds another layer of complexity.)

Age of the OS: Windows Server 2012 R2 reached end-of-support back in 2023, so while we still provide break-fix help for Azure-hosted instances, recovery from deep corruption states gets tougher without the latest patches and tools. Upgrading to something like 2019 or 2022 (as we did with your new VM) makes a huge difference in stability and support options.

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My VM is down and needs fixing

1 answer

Your answer