VPS

Troubleshooting

Fixes for the most common VPS problems: SSH that will not connect, a lost password, a server that stops answering, and a VPS that has been switched off.

SSH says "Connection timed out" or "Connection refused" #

  1. Check the VPS is Running at the top of its page. If it is stopped, press Start and wait a minute.
  2. Check you are using the right IP address. Copy it from the top of the VPS's page.
  3. If you changed the firewall or the SSH settings, they may be blocking you. Open the console, log in, and undo the change. If SSH shuts you out explains how.

SSH says "Permission denied" #

The user name or password is wrong.

  • Copy the SSH command from Login details instead of typing it, so the user name is right.
  • Paste the password rather than typing it. Nothing shows while you paste; press Enter anyway.
  • If you turned off password logins, you can only log in with your SSH key.
  • Still refused? Change the root password and try the new one.

SSH warns "REMOTE HOST IDENTIFICATION HAS CHANGED" #

This is expected after a reinstall: the server is new, so its identity is too. Run this on your own computer, with your IP address, then connect again:

ssh-keygen -R 203.0.113.10

If you did not reinstall, open a support ticket before you connect.

The server stopped answering #

  1. Look at the Overview tab. Memory or disk at 100% is the usual cause.
  2. Press Restart.
  3. If it is still stuck, open the console to see what is on the screen.

A disk that is full stops most programs from working. Free some space, or add more disk.

The buttons are grayed out #

The VPS is busy with something (starting, reinstalling, being upgraded), or it is switched off. Wait for the current step to finish; the page updates by itself.

"This server is switched off until its invoice is paid" #

The renewal invoice was not paid by its due date. Nothing on the VPS has been deleted. Pay the invoice from the Billing tab, then press Start: it is unlocked once the payment arrives, but left off until you start it.

Caution

A service whose invoice is still unpaid 24 hours after its due date is deleted, with everything on it. See invoices and payments.

"This server has been suspended" #

It was switched off for a reason other than billing. Nothing on it has been deleted. Open a support ticket and we will tell you why and what to do.

"Something went wrong with this server" #

Setting it up or changing it failed on our side. We have been told and will fix it; you do not need to do anything. To ask about it, open a support ticket.

Still stuck? #

Open a support ticket with your VPS's IP address, what you were doing, and any error you see.