Server Unreachable

If the server is not responding, follow these steps in order before opening a ticket.

1. Check if the server responds to ping

From your computer:

ping SERVER_IP

2. Check if there's ongoing maintenance

Check the service status page before proceeding.

3. Verify if the problem is SSH or the server

Try to connect directly to the SSH port:

telnet SERVER_IP 22
# or
nc -zv SERVER_IP 22

• If connection opens → SSH is active, problem is with credentials or SSH configuration
• If connection refuses → SSH is not active or port is blocked by firewall
• If times out → server not responding or port is filtered

4. Check the control panel

Log in to the control panel and check:

• Server status: is it Running, Stopped, or in error?
• Resource usage: CPU or RAM at 100% can make server unresponsive
• VNC/NoVNC Console: try to access via direct console

5. Access via VNC Console

VNC console allows you to access the server even if SSH is not working:

1. Log in to control panel
2. Select your server
3. Click Console or VNC
4. A window will open with server output

From there you can diagnose the problem: server stuck, services stopped, boot errors.

6. Server is stuck: Hard Reboot

If from VNC console the server doesn't respond to any input:

1. From control panel, click Hard Reboot or Force Restart
2. Wait 1-3 minutes
3. Try SSH connection again

7. Server doesn't come back up after reboot

If after reboot the server doesn't start correctly, from VNC console you might see:

• Kernel panic: serious problem, contact support
• Filesystem check (fsck): wait for it to finish, can take several minutes
• Emergency mode: system found errors, see the message to understand the problem
• Boot screen stuck: try Rescue Mode from panel

Common causes