My VPS is unreachable: what can I check myself?
How to check for yourself why your VPS is unreachable: an unpaid invoice, a network or firewall change you made, or an outage.
By Hermie Updated
If your VPS is unreachable, first go through the checks below. Often the cause is an unpaid invoice or a change you made yourself. If you can't find the cause, report it with a ticket.
Is there an unpaid invoice?
Check: look on my.planetnode.net for an unpaid invoice. If an invoice stays unpaid for too long, your service is suspended and your VPS is unreachable.
Fix: pay the invoice. See How do I pay an outstanding invoice?
Is your VPS on?
Check: look on my.planetnode.net to see whether your VPS is on.
Fix: if it's off, start it. See How do I start, stop or restart my VPS?
Did you change the network or firewall yourself?
Check: did you recently change firewall rules, network settings or the SSH port? Then that's the most likely cause.
Fix: see I locked myself out with my firewall.
Is there an outage?
Check: look at status.planetnode.net for an outage or maintenance.
Fix: if there's a notice, we know about it. Follow the updates on the status page.
Still not working?
Report it with a ticket. Include:
- which VPS and which IP address it's about
- since when the problem has existed
- what you've already checked
- whether you recently changed anything yourself
If it's on our side, we'll fix it.
A VPS is unmanaged
You manage your VPS yourself. If you broke a configuration yourself and support has to repair it, that's paid work. The rate is €30 per quarter hour excl. VAT.
Never send a password
If support has to log in to your VPS, we'll ask you to add an SSH key for support. Never send your password, not even in a ticket. Our public keys are at https://planetnode.net/authorized_keys. Add them to ~/.ssh/authorized_keys of your default user and remove them again when support is done.
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