Troubleshooting: cloud server unreachable, password forgotten and more

The server is not reachable

1. Check the power status: if the top of the server page says "Stopped", start the server via Power actions > Start.
2. Open the console: if the web console shows a login screen, the system is running. If it hangs or shows errors, trigger a restart.
3. Check the firewall: was a rule changed recently? Check in the Firewall log tab whether your connection is being dropped, and adjust the rules.
4. Check the network in the system: log in via the console and check with ip addr and ip route whether address and gateway are correct (values in the Overview tab).
5. Server status: our status page shows whether there is a general disruption (link at the bottom of the server list).

"Permission denied (publickey)"

The server does not accept your key. Check in the Access card which user and which keys are stored. With your own user, root is blocked via SSH. Specify the matching private key with ssh -i. After a reinstallation, only the keys chosen there apply.

"REMOTE HOST IDENTIFICATION HAS CHANGED"

After a reinstallation or restore, the server has new host keys. Remove the old entry with ssh-keygen -R <IP address> and connect again. If the warning appears without such a change, do not connect and contact support.

Password forgotten

• With an SSH key: log in and set a new password with passwd.
• Without a working key: the initial password can only be retrieved once, we cannot show it again. A reinstallation with new access helps - let the snapshot be created beforehand, then the old system can be restored for up to 14 days.

The server is stuck at "Being created" or "Starting"

Setup usually takes one to two minutes. If it says Running (no response), the server has started but has not yet fully reported back - try logging in after a few minutes. With Delayed our team has already been informed.

The server starts again after switching off

That is high availability: shut down the server via Power actions > Shut down in the customer area, not inside the system.

New CPU cores or more memory are not shown

Shut the server down and start it again - a reboot is not enough.

More storage booked, but the space is missing

Partition and file system still need to grow: Growing partition and file system.

Reinstallation is blocked

After a reinstallation a waiting period applies; the date is shown in the tab. If a reinstallation, a restore or the deletion of a snapshot is currently running, wait until the operation has finished.

Billing and cancellation

• Viewing and downloading invoices
• Pro-rata billing for upgrades
• Changing the payment interval
• Managing and cancelling contracts

Billing starts with payment of the order - even if the server is still waiting for setup. After the contract ends, the server is disconnected from the network and deleted a few days later; the date is shown on the server page.