Dedicated Server troubleshooting
Find the symptom below. Each case lists what to check in Dash, what to do, and when to contact Customer Care. Problems inside your own operating system or software are outside this page.
To contact Customer Care, open a ticket, choose the server under Related service or domain, and include the service ID, what you tried, and the exact message Dash showed.
The server is still Pending or In progress
- Check: the status on the servers list, and whether the order's invoice is Paid.
- Do: pay any remaining balance on a Partially paid invoice. Pending and In progress mean our team is setting up the hardware, which can take longer than a VPS. If the order showed an estimated delivery time, use it as a guide. Don't place a second order.
- Customer Care: if the invoice is Paid and you need an update on setup.
IPMI access is refused or won't connect
| What you see | Do |
|---|---|
| Enter a single IPv4 address, for example 203.0.113.9. Ranges are not accepted. | Enter one IPv4 address, with no range or mask. |
| Each part of an IPv4 address must be 255 or lower. | Fix the typo in the address. |
| Access was opened for a different address than you entered | Connect from the address shown. |
| The IPMI address doesn't respond | Connect from the Allowed from address. After 2 hours, request access again. |
| You didn't copy the password | Credentials are shown once. Request access again. |
- Customer Care: if the request fails with Something went wrong on our side, or access won't connect from the allowed address. Include the IP address you entered.
Dash says IPMI access may still be open
- Check: after Clear IPMI access, Dash showed Some IPMI access may still be open. Please contact support so we can close it for you.
- Do: nothing in Dash. Access still expires 2 hours after it was granted.
- Customer Care: right away, so our team can close it.
Power buttons are greyed out
- Check: the badge on the Power card. Power off and Reboot work only while Running; Power on only while Powered off. Starting up, Shutting down, or State unknown holds all controls. A physical server can take several minutes to boot.
- Do: wait, then select the refresh button on the Power card. To watch the boot, request IPMI access.
- Customer Care: if the state stays unknown or doesn't settle after several minutes.
A power action fails
- Check: the message Dash showed.
- Too many attempts in a row. Wait a moment, then try again.: wait before retrying.
- The operation could not be completed. Please try again later. or Something went wrong on our side. Try again in a moment, and contact support if it keeps happening.: the request wasn't carried out.
- Your server is still starting up. This can take a few minutes: the request was sent; refresh later.
- Do: refresh the power state and try once more. Don't repeat requests while the server boots.
- Customer Care: if the same action fails twice.
You can't connect to the server
- Check: the server is Active and Running, and you're using the Primary IPv4 from the Overview tab.
- Do: power it on if it's off. If it's running but unreachable, request IPMI access and check its screen. If the operating system is running, the cause is inside it.
- Customer Care: if IPMI shows a hardware or boot error you can't resolve.
Reinstall is missing or hasn't happened
- Check: the Reinstall operating system card appears only on an Active server where reinstall is available. No images are offered for this plan. means there's nothing to choose.
- Do: a submitted request is carried out by our team. Follow its ticket in Support, and don't submit it again.
- Customer Care: if the card is missing, or the image you need isn't listed.
The Management tab is missing
- Check: the status. Management, including IPMI, appears only while the server is Active.
- Do: if Suspended, pay the invoice that's owed. If Terminated or Cancelled, the server has ended.
- Customer Care: if the server is Active and the tab is missing or has no cards.
The server is suspended
- Check: the header shows Suspended and Scheduled for termination on a date.
- Do: select View invoice on the Overview tab and pay it before that date. The server returns to Active straight away. See Dedicated Server billing and lifecycle.
- Customer Care: if there's no View invoice link, or the server stays suspended after payment.