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Troubleshooting Cloud Connectors

Common issues and solutions when connecting your cloud marketplace accounts.

AWS Marketplace

CloudFormation Deployment Issues

Stack Creation Failed: "Resource Already Exists"

Symptom: CloudFormation fails with error about existing resources.

Cause: A stack with the same name already exists.

Solution:

  1. Go to CloudFormation console
  2. Find the existing vell-marketplace-role stack
  3. Delete it
  4. Try deployment again

Alternatively, use a different stack name when deploying.

Stack Creation Failed: "Insufficient Permissions"

Symptom: CloudFormation fails to create the IAM role.

Cause: Your AWS user lacks IAM permissions.

Solutions:

Ask your administrator for these permissions: 

{
  "Version": "2012-10-17",
  "Statement": [
    {
      "Effect": "Allow",
      "Action": [
        "iam:CreateRole",
        "iam:PutRolePolicy",
        "iam:AttachRolePolicy",
        "cloudformation:*"
      ],
      "Resource": "*"
    }
  ]
}

Use the Email IAM Administrator button in Vell's wizard to send deployment instructions to someone with IAM permissions.

Role Validation Issues

Validation Failed: "Role Not Found"

Symptom: Validation fails saying the role doesn't exist.

Causes & Solutions:

  1. Stack not fully deployed
  2. Wait for CloudFormation status to show CREATE_COMPLETE

  3. Refresh the CloudFormation console

  4. Wrong AWS Region

  5. The role must be created in us-east-1

  6. Check your CloudFormation console region selector

  7. Incorrect Role ARN

  8. Copy the ARN from CloudFormation Outputs tab
  9. ARN should match: arn:aws:iam::YOUR-ACCOUNT:role/vell-marketplace-role

Validation Failed: "Access Denied"

Symptom: Validation fails with access denied error.

Causes & Solutions:

  1. Incorrect External ID
  2. Use the exact External ID from your Vell wizard
  3. External IDs are case-sensitive

  4. Don't manually type it - use the Copy button

  5. Trust Policy Misconfigured

  6. The role must trust Vell's account: 253265132499

  7. Verify trust policy in IAM console:

    1. Go to IAM → Roles
    2. Find vell-marketplace-role
    3. Check Trust Relationships tab

  8. Stack Deployment Failed

  9. Check CloudFormation Events tab for errors
  10. If stack failed, delete it and redeploy

Validation Failed: "Insufficient Permissions"

Symptom: Role validates but shows insufficient permissions.

Cause: IAM policy wasn't attached correctly.

Solution:

  1. Go to IAM → Roles → vell-marketplace-role
  2. Check Permissions tab
  3. Should have VellMarketplaceReadOnly policy
  4. If missing, delete stack and redeploy

Connection Issues

Connection Shows as "Pending"

Symptom: Connection stuck in pending state.

Solutions:

  1. Complete Validation
  2. Make sure you clicked "Validate Role" in Step 4

  3. Role must pass validation before activation

  4. Check Browser Console

  5. Open browser developer tools (F12)
  6. Look for JavaScript errors

  7. Try a different browser

  8. Session Expired

  9. Wizard sessions expire after 24 hours
  10. Restart the connection wizard

Connection Shows as "Failed"

Symptom: Connection shows failed status.

Causes:

  1. Role was deleted or modified
  2. Trust relationship was changed
  3. External ID mismatch

Solution:

  1. Delete the connection in Vell
  2. Delete the CloudFormation stack
  3. Start over with a fresh deployment

Email Feature Issues

Email Not Received

Symptom: IAM administrator didn't receive the email.

Solutions:

  1. Check Spam Folder
  2. Email might be in spam/junk

  3. Add noreply@vell.ai to contacts

  4. Verify Email Address

  5. Double-check for typos

  6. Resend from wizard

  7. Corporate Email Filters

  8. Check with IT if emails from vell.ai are blocked

  9. Whitelist @vell.ai domain

  10. Queue Delay

  11. Emails are queued and may take 1-2 minutes
  12. Wait a bit and check again

Can't Find CloudFormation Template Attachment

Symptom: Email received but template attachment is missing.

Solutions:

  1. Download from Vell Wizard
  2. Return to wizard Step 3

  3. Click "Download Template" button

  4. Download from S3

  5. Access public template URL:
  6. https://templates.vell.ai/templates/vell-aws-marketplace-role.yaml

General Issues

Browser Compatibility

Supported Browsers:

  • ✅ Chrome 90+
  • ✅ Firefox 88+
  • ✅ Safari 14+
  • ✅ Edge 90+

Common Browser Issues:

  • Clear cache and cookies
  • Disable ad blockers
  • Try incognito/private mode

Session Timeouts

Symptom: "Session expired" error during wizard.

Cause: Wizard sessions expire after 24 hours of inactivity.

Solution:

  1. Start the wizard again
  2. Your External ID will remain the same
  3. Complete deployment within 24 hours

Performance Issues

Symptom: Slow loading or timeouts.

Solutions:

  1. Check Internet Connection
  2. Ensure stable connection

  3. Try from different network

  4. AWS Console Slow

  5. CloudFormation deployment depends on AWS

  6. Check AWS Status Page

  7. Clear Browser Cache

  8. Clear site data
  9. Restart browser

Still Need Help?

If your issue isn't covered here:

  1. Check the FAQ

  2. Visit our FAQ page

  3. Contact Support

  4. Email: support@vell.ai

  5. Include:

    • Error message (screenshot)
    • CloudFormation Events tab (screenshot)
    • Role ARN (if applicable)
    • Browser and OS version

  6. Join Office Hours

  7. Schedule a screen share with our team

  8. Available Monday-Friday 9am-5pm PST

  9. Check Status Page

  10. Visit status.vell.ai
  11. See if there are ongoing issues