Server is not responding via SSH or websites are down: check availability via ping, traceroute, and the control panel console. Below is the diagnostic procedure.
Applies to:
✔ VPS
✔ Dedicated servers
✔ Linux, Windows
Run ping from your computer:
ping SERVER_IP
If packets don't go through, possible causes:
Linux/macOS:
mtr -r SERVER_IP
Windows:
tracert SERVER_IP
If packet loss starts at an intermediate node, the problem is on the network side, not the server.
Try checking server availability from mobile data or an online ping service. If the server is reachable from other networks, the issue is local (your ISP or router).
Open the control panel and check:
If SSH/RDP are unavailable, use alternative access:
Through the console, check:
top -bn1 | head -5
df -h
free -m
This will show CPU load, disk status, and memory usage.
Through VNC/IPMI console:
iptables -L -n | grep YOUR_IP
Or check fail2ban:
fail2ban-client status sshd
If your IP is in the banned list:
fail2ban-client set sshd unbanip YOUR_IP
Through the console, check key services:
systemctl status sshd
systemctl status networking
If networking is down:
systemctl restart networking
After resolving the issue, make sure the server is accessible:
ping -c 4 SERVER_IP
ssh root@SERVER_IP
If the server is still unresponsive after all checks or you cannot connect via VNC/IPMI, open a support ticket. Include:
- server IP address
- ping and traceroute/MTR results
- time when the issue started
