VPS 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 VPS under Related service or domain, and include the service ID, what you tried, and the exact message Dash showed.
The VPS 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 the VPS up, so wait. Don't place a second order.
- Customer Care: if the invoice is Paid and you need an update on setup.
The Management tab is missing
- Check: the status. Management appears only while the VPS is Active.
- Do: if Suspended, pay the invoice that's owed. If Terminated or Cancelled, the VPS has ended.
- Customer Care: if the VPS is Active and the tab is missing or has no cards.
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.
- Do: wait a minute and select the refresh button on the Power card.
- Customer Care: if the state stays unknown or keeps changing for 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.
- Customer Care: if the same action fails twice.
The HTML console won't open
| Message | Do |
|---|---|
| The HTML console needs a larger screen. | Use a larger screen. |
| The console did not open in time. Please try again in a moment. | Select Try again. |
| Too many console requests. Please wait about ten minutes and try again. | Wait ten minutes. The console can be requested 5 times in 10 minutes. |
| The console still would not open. Our support team can get you in. | Use the ticket link on the card. |
| We could not reach this server. Please contact support. | Use the ticket link on the card. |
You can't connect to the VPS
- Check: the VPS is Active and Running, and you're using the Primary IPv4 from the Overview tab.
- Do: power it on if it's off, or reboot it. If it's still unreachable, open the HTML console. If the operating system is running there, the cause is inside it.
- Customer Care: if the console shows no running system or won't open.
Reinstall is missing or hasn't happened
- Check: the Reinstall operating system card appears only on an Active VPS 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 has no images.
The VPS 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 VPS returns to Active straight away. See VPS billing and lifecycle.
- Customer Care: if there's no View invoice link, or the VPS stays suspended after payment.
The VPS ended unexpectedly
- Check: the status (set the servers list filter to All Statuses) and the Danger zone on the Billing tab. Terminated means it ended after a cancellation or suspension. Cancelled means our team ended it. Cancelling or Termination scheduled means a cancellation is pending.
- Do: if Termination scheduled is shown, select Keep the server while it's offered.
- Customer Care: if you didn't expect this.