Instance does not start with message "Command failed due to Internal Server Error."

[daviftorres]

The required feature described as a wish

Thank you, @Pearl1594, for helping confirm that the root cause of the failure was:

The attached ISO was no longer available after the storage was decommissioned.

The system didn’t provide proper error handling for this case ("templateVO" was null), resulting in a generic and unclear message.

2025-11-30 04:02:51,769 ERROR [c.c.v.VmWorkJobHandlerProxy] (Work-Job-Executor-102:[ctx-33237947, job-67184/job-67186, ctx-8874b4da]) (logid:22521ecd) Invocation exception, caused by: java.lang.NullPointerException: Cannot invoke "com.cloud.storage.VMTemplateVO.isDirectDownload()" because "templateVO" is null
2025-11-30 04:02:51,769 INFO [c.c.v.VmWorkJobHandlerProxy] (Work-Job-Executor-102:[ctx-33237947, job-67184/job-67186, ctx-8874b4da]) (logid:22521ecd) Rethrow exception java.lang.NullPointerException: Cannot invoke "com.cloud.storage.VMTemplateVO.isDirectDownload()" because "templateVO" is null
2025-11-30 04:02:51,769 DEBUG [c.c.v.VmWorkJobDispatcher] (Work-Job-Executor-102:[ctx-33237947, job-67184/job-67186]) (logid:22521ecd) Done with run of VM work job: com.cloud.vm.VmWorkStart for VM 6682, job origin: 67184
2025-11-30 04:02:51,769 ERROR [c.c.v.VmWorkJobDispatcher] (Work-Job-Executor-102:[ctx-33237947, job-67184/job-67186]) (logid:22521ecd) Unable to complete AsyncJob {"accountId":298,"cmd":"com.cloud.vm.VmWorkStart","cmdInfo":"rO0ABXNyABhjb20uY2xvdWQudm0uVm1Xb3JrU3RhcnR9cMGsvxz73gIAC0oABGRjSWRMAAZhdm9pZHN0ADBMY29tL2Nsb3VkL2RlcGxveS9EZXBsb3ltZW50UGxhbm5lciRFeGNsdWRlTGlzdDtMAAljbHVzdGVySWR0ABBMamF2YS9sYW5nL0xvbmc7TAAGaG9zdElkcQB-AAJMAAtqb3VybmFsTmFtZXQAEkxqYXZhL2xhbmcvU3RyaW5nO0wAEXBoeXNpY2FsTmV0d29ya0lkcQB-AAJMAAdwbGFubmVycQB-AANMAAVwb2RJZHEAfgACTAAGcG9vbElkcQB-AAJMAAlyYXdQYXJhbXN0AA9MamF2YS91dGlsL01hcDtMAA1yZXNlcnZhdGlvbklkcQB-AAN4cgATY29tLmNsb3VkLnZtLlZtV29ya5-ZtlbwJWdrAgAESgAJYWNjb3VudElkSgAGdXNlcklkSgAEdm1JZEwAC2hhbmRsZXJOYW1lcQB-AAN4cAAAAAAAAAEqAAAAAAAAATcAAAAAAAAaGnQAGVZpcnR1YWxNYWNoaW5lTWFuYWdlckltcGwAAAAAAAAAAHBwcHBwcHBwc3IAEWphdmEudXRpbC5IYXNoTWFwBQfawcMWYNEDAAJGAApsb2FkRmFjdG9ySQAJdGhyZXNob2xkeHA_QAAAAAAADHcIAAAAEAAAAAV0ABBDb25zaWRlckxhc3RIb3N0dAAQck8wQUJYUUFCV1poYkhObHQAClZtUGFzc3dvcmR0ABxyTzBBQlhRQURuTmhkbVZrWDNCaGMzTjNiM0prdAAIQm9vdE1vZGV0ABJyTzBBQlhRQUJreEZSMEZEV1F0AAhCb290VHlwZXQAD3JPMEFCWFFBQkZWRlJra3QACFVlZmlGbGFndAAOck8wQUJYUUFBMWxsY3d4cA","cmdVersion":0,"completeMsid":null,"created":"Sun Nov 30 04:02:43 UTC 2025","id":67186,"initMsid":90520736259046,"instanceId":null,"instanceType":null,"lastPolled":null,"lastUpdated":null,"processStatus":0,"removed":null,"result":null,"resultCode":0,"status":"IN_PROGRESS","userId":311,"uuid":"baca3bee-acb5-452a-809e-a8e201dadcb0"}, job origin: 67184 java.lang.NullPointerException: Cannot invoke "com.cloud.storage.VMTemplateVO.isDirectDownload()" because "templateVO" is null
at org.apache.cloudstack.storage.image.TemplateDataFactoryImpl.isTemplateMarkedForDirectDownload(TemplateDataFactoryImpl.java:299)
at com.cloud.template.TemplateManagerImpl.prepareIso(TemplateManagerImpl.java:1264)
at com.cloud.template.TemplateManagerImpl.prepareIsoForVmProfile(TemplateManagerImpl.java:636)
at jdk.internal.reflect.GeneratedMethodAccessor325.invoke(Unknown Source)
at java.base/jdk.internal.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43)
at java.base/java.lang.reflect.Method.invoke(Method.java:569)

Would it be possible to improve the error message for this scenario? A more descriptive message would help regular users understand the issue without needing admin assistance.

Additionally, administrators could benefit from seeing more detailed information when the failure isn’t directly related to a missing ISO.

Thank you and regards,