Troubleshooting a VPS Connection Failure

A self-service checklist for SSH failures, Remote Desktop errors, and unreachable websites: check instance status, VNC, firewall rules, traffic allowance, and network routes.

If your server suddenly becomes unreachable, work through the checks below in order. Most problems can be isolated without assistance.

Step 1: Check the server status

Open Console → VPS, find the instance, and check whether its status is Running:

  • Stopped: select Power on on the details page.
  • Expired or Suspended: the subscription probably expired without renewal. Renew it first.
  • Running: continue with the next steps.

Step 2: Sign in through the VNC console

Open the VNC console from the VPS details page. VNC does not depend on the instance's network connectivity.

  • VNC works: the operating system is running. The problem is probably the network or an in-system setting, such as the firewall, SSH service, or Remote Desktop service. Use VNC to check the system firewall rules and confirm that the required service is running.
  • VNC is also unresponsive: the system may have frozen or be overloaded. Restart it from the details page and try again.

Step 3: Check the platform firewall

Open Firewall on the VPS details page. Confirm that no rule blocks SSH (port 22 by default), Remote Desktop (port 3389 by default), or your application port.

Step 4: Check traffic usage

Open Traffic on the VPS details page and check whether the allowance for the current period is exhausted. Network access may be restricted after the allowance is used.

Step 5: Diagnose the network route

If all previous checks pass, the route between your local network and the data center may be unstable:

  • Run a bidirectional MTR test; see MTR Commands for Network Troubleshooting.
  • Or use the BestTrace route-tracing tool.

A test from your computer to the server measures only one direction. If possible, use VNC to run a return-path test from the server to your local address as well. Instability between carriers often resolves on its own.

Still unable to connect?

  • See How to Reinstall a VPS, and back up your data before reinstalling.
  • Or submit a ticket with the instance ID, time of the incident, and MTR results. You can also use Live Chat in the lower-right corner for immediate assistance.