If you have any trouble connecting to your server, please follow the instructions below before contacting technical support. We also recommend that you carefully read our tips on contacting technical support!

Step 1. Check the server status
Log in to the client area and check the status of your server. Make sure it is powered on (running) and is not blocked or suspended.
- If the server is powered off, power it on.
- If the server is not blocked but you cannot power it on yourself (the status does not change or keeps reverting to "off"), open a ticket with technical support.
- If the server is blocked, contact technical support, eliminate the cause of the block and report this in the corresponding ticket.
- If the server has been suspended for non-payment, simply pay the overdue invoice and the server will be unsuspended automatically. Make sure you have no overdue invoices.
- If the server is powered on (running) and is not blocked, go to the next step.

Step 2. What is happening on the server?
Open the VNC console, connect to the server through it and see what is going on there. If the server is up and running, log in and find out what the problem is (check whether the server has Internet access, check the network settings; the server may be overloaded, frozen, unresponsive or very slow, out of memory, its network access may be blocked, the network may be disabled, there may be a BSOD or other problems). If you cannot determine the cause and fix it, try restarting (but NOT shutting down!) the server from the OS, via the Start menu. If the server is frozen, unresponsive, etc., reboot it using RESET in the control panel in the client area. Watch the boot process. If a few minutes after booting has finished the server is still unavailable and you do not know how to solve the problem yourself, write down what you saw on the server when you connected to it and what actions you took, and go on to the next steps.

If you can see via VNC that the server itself is running but has no available network connections and "the Internet does not work at all", try SHUTTING DOWN the server via "Start" -> "Shut down", and a couple of minutes after the server has shut down, power it on in the client area.

Step 3. Check whether your server responds to ping:
Start -> Run -> cmd -> "OK", then in the console window that opens enter ping -n 10 xx.xx.xx.xx, replacing xx.xx.xx.xx with the IP address of your server. Save the results (right-click in the console window, "Mark", select the text, right-click again, etc.)

Step 4. Run a traceroute to your server:
Start -> Run -> cmd -> "OK", then in the console window that opens enter tracert xx.xx.xx.xx, replacing xx.xx.xx.xx with the IP address of your server. Save the results.

Step 5. Describe the problem:
If ping (item 1) works and the traceroute (item 2) successfully reaches your server, describe in detail what exactly the problem is (how and with what credentials you are trying to connect, when and which specific error occurs (the error text), what precedes it, when this error first appeared, whether there were other errors before it, etc.). If you find it hard to describe in words, attach a screenshot of your screen showing the settings and the error message.

Step 6. Describe what you did before the problem
Try to remember and describe what actions or changes you made on the server shortly before the problems began. Write down everything you did, even if you think it has nothing to do with the problem. Recall any changes that were made: which settings were changed, what was updated, what was started, when the server was rebooted, which errors occurred and how you tried to fix them, what was installed, what was removed, what was running on the server, and anything unusual or strange that happened. This information may help determine the cause of the failure and fix it. Otherwise (if the cause is not obvious or unknown), we will recommend that you reinstall your server.

Step 7. Create a support request
Create a ticket with technical support, providing the current administrator password and all the information from steps 1 - 6. Stay in touch (check your email and ticket updates regularly) in case our staff need further details. Please remember that if the problems are caused by the server software, solving them is a paid service (at least 5 EUR per ticket). If this does not suit you, use VNC to solve the problem yourself, bring in your own administrator, or simply reinstall your server (you do back up all your important data regularly, don't you?)