Problem with SSH access

Product support
1

Since a few hours ago we have been having problems with SSH access, both via the web console and via balena ssh. We get the following on all the hosts I’ve tried so far:

$ balena ssh <UUID>
Connecting to: <UUID>
$ balena ssh 5de59198a62ebf37df7d4da74dcef91c
Connecting to: 5de59198a62ebf37df7d4da74dcef91c
BalenaRequestError: Request error: tunneling socket could not be established, cause=socket hang up
    at /home/mario/.nvm/versions/node/v8.11.1/lib/node_modules/balena-cli/node_modules/balena-request/build/request.js:197:17
    at tryCatcher (/home/mario/.nvm/versions/node/v8.11.1/lib/node_modules/balena-cli/node_modules/bluebird/js/release/util.js:16:23)
    at Promise._settlePromiseFromHandler (/home/mario/.nvm/versions/node/v8.11.1/lib/node_modules/balena-cli/node_modules/bluebird/js/release/promise.js:512:31)
    at Promise._settlePromise (/home/mario/.nvm/versions/node/v8.11.1/lib/node_modules/balena-cli/node_modules/bluebird/js/release/promise.js:569:18)
    at Promise._settlePromise0 (/home/mario/.nvm/versions/node/v8.11.1/lib/node_modules/balena-cli/node_modules/bluebird/js/release/promise.js:614:10)
    at Promise._settlePromises (/home/mario/.nvm/versions/node/v8.11.1/lib/node_modules/balena-cli/node_modules/bluebird/js/release/promise.js:694:18)
    at _drainQueueStep (/home/mario/.nvm/versions/node/v8.11.1/lib/node_modules/balena-cli/node_modules/bluebird/js/release/async.js:138:12)
    at _drainQueue (/home/mario/.nvm/versions/node/v8.11.1/lib/node_modules/balena-cli/node_modules/bluebird/js/release/async.js:131:9)
    at Async._drainQueues (/home/mario/.nvm/versions/node/v8.11.1/lib/node_modules/balena-cli/node_modules/bluebird/js/release/async.js:147:5)
    at Immediate.Async.drainQueues (/home/mario/.nvm/versions/node/v8.11.1/lib/node_modules/balena-cli/node_modules/bluebird/js/release/async.js:17:14)
    at runCallback (timers.js:794:20)
    at tryOnImmediate (timers.js:752:5)
    at processImmediate [as _immediateCallback] (timers.js:729:5)

If you need help, don't hesitate in contacting us at:

  Forums: https://forums.balena.io
  GitHub: https://github.com/balena-io/balena-cli/issues/new
4

Hi, we had a short VPN outage, that should be resolved now, and your ssh access should work now. See the incident on our status page: https://status.balena.io/incidents/g6619x7st0gb

Let us know if you have any further issues!