Support / Knowledge Base

Knowledge Base

Guides and troubleshooting articles for common Colioe issues.

Topics

›Check the VM console output in your dashboard under Compute → Instances → Console.
›Ensure the boot disk has sufficient storage (minimum 20 GB recommended for Linux, 40 GB for Windows).
›Verify the selected OS image is compatible with the chosen VM size.
›If the VM is stuck in "Starting" state for more than 5 minutes, try a hard reboot from the dashboard.
›Review recent changes to network security groups — a misconfigured rule can prevent boot scripts from completing.
›If the issue persists, contact support at support@colioe.io with your instance ID.

›Confirm your VM's network interface is attached and the IP address is assigned (check the Networking tab in the dashboard).
›Verify firewall/security group rules allow inbound traffic on the required ports (e.g., 80, 443, 22).
›Test connectivity from inside the VM using ping 8.8.8.8 to check outbound internet access.
›For DNS resolution failures, try setting a public DNS server (e.g., 1.1.1.1 or 8.8.8.8).
›If connecting via SSH, ensure port 22 is open in your security group and your SSH key is correctly added.
›Check for IP conflicts if using a custom VPC CIDR range.

›Review the build log in the dashboard under Deploy → Deployments → [failed deploy] → Logs.
›Ensure all required environment variables are set in the project settings before deploying.
›Confirm the build command and output directory match your project structure.
›Check that the Node.js, Python, or runtime version specified in your config matches what your app requires.
›If using a monorepo, verify the root directory is correctly configured.
›Dependency install failures often indicate a package.json lockfile mismatch — try clearing the cache and redeploying.

›View current charges and upcoming invoices in the dashboard under Settings → Billing.
›Colioe bills on a monthly cycle. Charges are calculated based on actual usage (mailboxes, VM hours, bandwidth).
›Update your payment method at any time under Settings → Billing → Payment Methods.
›To cancel a service, navigate to the service in the dashboard and click Deactivate. You will not be charged for the next billing period.
›For disputed charges or invoicing questions, email billing@colioe.io with your account ID and invoice number.
›Refunds are processed per the Refund Policy available at colioe.io/refund-policy.

›Install the CLI with: npm install -g @colioe/cli
›If npm throws a permissions error on macOS/Linux, use: sudo npm install -g @colioe/cli or configure npm to use a local prefix.
›On Windows, run the command in an Administrator PowerShell or Command Prompt.
›After install, verify with: colioe --version
›If the command is not found after install, ensure your npm global bin directory is in your PATH.
›To update to the latest version: npm update -g @colioe/cli

›The Colioe API allows 300 requests per minute per API key by default.
›Rate limit headers are included in every response: X-RateLimit-Limit, X-RateLimit-Remaining, X-RateLimit-Reset.
›When the limit is exceeded, the API returns HTTP 429 Too Many Requests.
›Implement exponential backoff in your client: wait before retrying after a 429 response.
›For higher rate limits, contact sales@colioe.io to discuss an enterprise plan.
›Batch operations (e.g., sending multiple emails in one request) count as a single API call.

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