Torna alla DocumentazioneIf 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
| Result | Meaning |
|---|---|
| Normal responses | Server is online, problem with SSH or service |
Request timeout | Server not responding (firewall, down, etc.) |
Destination unreachable | Network or routing problem |
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:
From there you can diagnose the problem: server stuck, services stopped, boot errors.
- Log in to control panel
- Select your server
- Click Console or VNC
- A window will open with server output
6. Server is stuck: Hard Reboot
If from VNC console the server doesn't respond to any input:
Hard reboot forces an immediate restart, like pulling the power. Can cause data corruption if writes are in progress. Use only if server is completely stuck.
- From control panel, click Hard Reboot or Force Restart
- Wait 1–3 minutes
- 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
| Cause | Solution |
|---|---|
| Firewall blocks SSH | Access via VNC and fix firewall rules |
| Process using 100% CPU | Access via VNC, identify and kill the process |
| Disk full | Access via VNC, free space (see Disk Full) |
| SSH crashed/stuck | Access via VNC and restart service: systemctl restart sshd |
| OOM killer terminated processes | Check: dmesg | grep -i oom |
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