Troubleshooting common VPS issues

If you are experiencing an issue with your VPS, there is specific information we will need in order to assist you effectively. By following the steps and guidelines in this article, you can also perform your own initial troubleshooting, using the same process our Support Department follows.

Our VPS service is self-managed, which means we do not have access to the content or configuration of your server. We are happy to help you identify and resolve problems, but please note that in cases not related to infrastructure or network issues, our ability to provide direct assistance is limited.

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My VPS is unreachable or down

1. Network Incident

We monitor our network 24 hours a day, 365 days a year and guarantee 99.99% uptime for all VPS services. In the unlikely event of a fault or downtime, our engineers are immediately alerted to resolve the issue as quickly as possible.

During such an incident, you will receive progress updates via email (unless you have opted out of maintenance and incident notifications through your Control Panel).

If you wish to contact us regarding a known network incident, you can use the Contact Us button or link at the bottom of this page.

2. No Known Incident

If no network or infrastructure issue has been reported but your VPS is still unreachable, we can help investigate the cause. Please provide the following details to ensure a quick resolution:

• What exactly is the issue? (please include any visible error messages)
• What is not working? All services, or only specific ones such as websites or email?
• Is your VPS accessible through the VPS console in your Control Panel?
• If the VPS console is accessible and you can, for example, ping Google, the issue is likely related to your VPS configuration, not network or hardware.
• Which VPS instance(s) are affected?
• When did the problem start (date and time)?
• Is there any difference after restarting the VPS?
• What steps have you taken or tested so far?

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Network Issues

For network-related problems, in addition to the questions above, please include the following information:

• The output of an MTR (traceroute) measurement.
• The network configuration of your VPS. For example, in CentOS 7, the output of: sudo cat /etc/sysconfig/network-scripts/ifcfg-eth0
• Does the issue affect your IPv4 and/or IPv6 connection?
• The output of the command: ip a
• Is the MTU value of your network interface set to 1500 or has it been changed?
• Is TCP Segmentation Offloading enabled for your network adapter (Windows / pfSense)?

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Websites or domains on my VPS are unreachable

When a website is not loading, it usually indicates a configuration issue. The following questions will help identify the root cause:

• Which domains or websites are unreachable?
• Are all domains affected? Is your apache/nginx service active? (systemctl status httpd/nginx)
• What error message do you receive when visiting the site(s)?
• Since when has the problem been occurring?
• What actions have you already taken or tested?

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I cannot send or receive email on my VPS

Email delivery issues can have multiple causes, such as an incorrect reverse DNS configuration, misconfigured domain DNS, or an internal mail server error. The following information helps determine the cause:

• What is the exact issue? (can’t send, can’t receive, or both?)
• What are the sender and recipient email addresses?
• What error messages or bounce notifications do you receive?
• Are there related logs in your mail server? (e.g. /var/log/maillog, /var/log/exim/mainlog, /var/log/mail.log)
• Can you send a test message to test@mailtesten.com for verification?
• Since when has the issue been occurring?
• Is your mail server service active? Check with: sudo systemctl status servicename (for example, dovecot, exim, or postfix)

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A service on my VPS is not working

If a service on your VPS is not functioning and the issue is not related to the previous sections, please provide the following details:

• What exactly is not working or what issue are you experiencing?
• Are there any error messages? If yes, please share them.
• Which VPS instance is affected?
• What is the output of: sudo journalctl -xe -u servicename (e.g. fail2ban)
• Are there relevant configuration files you can share?
• What troubleshooting steps have you already tried?

By answering as many of these questions as possible, our Support Team can guide you more efficiently and provide faster, more accurate assistance.