If your service is not connecting, it's extremely important to be able to understand all possibilities to avoid a long wait when contacting support, plus it might be possible to resolve the issue on your own. Please follow the troubleshooting steps below to rule out any common other issues.
First, check the VNC. Click the VNC button. See if there's any other errors on your VPS. If there's a kernel panic, or disk missing issue, then it's most likely not a connection issue.
If VNC does not work or has an error:
- See if your service is "offline." If it is, then it is not a connection issue and you should resolve that first.
- If it is showing as no disk found, then it is not a connection issue and you should make sure you have an operating system installed or working first.
- If it is showing some other error, such as kernel panic, then it is not a connection issue. You should first get your VPS to boot and in a functional state.
If VNC does work:
- Check your network configuration. Search online for how to do this for your particular installed operating system (the OS on your VPS.)
- Check your firewall. See if you have anything blocking your connection internally.
- See if it works within the VPS. Try pinging another IP address you know should work (such as 8.8.8.8) or open a website in the browser.
Finally, if you contact us, provide these important details:
- Let us know if you have any custom network configuration or firewall set up.
- Mention the particular port or application with issues (such as SSH, RDP, port 25/80, or all.)
- Mention the date & time it last worked or when you noticed the problem, and whether or not it occurred after a reboot.
Bonus: just to let our staff know that you've already read and followed these troubleshooting steps, put [T2] at the end of your ticket title and we'll handle your case with priority.
