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By default, they are not pingable. You need to enable ICMP access with a security group. If you have done that, provide details how the VM is connected. Further steps depend on that. I suggest you read the relevant parts of https://docs.openstack.org/ocata/networking-guide/deploy-lb.html (if you cloud uses ML2 with Linuxbridge) or https://docs.openstack.org/ocata/networking-guide/deploy-ovs.html (if it uses Openvswitch).