For VPS services, WEDOS is only responsible for the operation of the virtual machine itself and its connectivity. The operating system and other software is entirely under the control of the customer, we do not perform any installations, modifications or other interventions on our part.

In this article, you will learn:

• What the most common VPS issues are
• How to check VPS functionality
• How to restart the VPS
• How to check system resources in Linux
• How to deal with a hacked server
• Frequently asked questions

The most common VPS problems include the unavailability of the server as a whole, or some of its applications.

If the server is not responding at all, not even to a ping or SSH connection attempt, check VPS functionality and try restarting it.

The unavailability of a key application may also cause problems with services or SSH accessibility. Check the application’s status, its logs and server resources. If SSH doesn’t work, connect via VNC (KVM).

If the server doesn’t work for an unknown reason, first check the functionality of the service itself. The first thing to do is visit our Status page, where you can find information about current outages. You can find information about planned downtime in the customer administration panel or in your email.

If there is no outage or maintenance, enter the service administration panel by following these steps:

1. Log into the customer administration panel.
2. In the navigatoin bar, select Server Hosting VPS SSD, or VPS ON.
3. Select the service you want to check

First, in the Overview section, make sure that the service Status is active. If it is not active, the service is expired and thus disabled.

If the service is active, check whether it is running and connected to the network.

• For VPS HDD/SSD, stay in the customer administration panel. In the left menu, click Status and info about VPS. Check whether the Status is running and the Network is connected.
• For VPS ON, open OpenNebula Sunstone. For the Virtual Machine, check whether the status is RUNNING and the graphs on the Network tab display non-zero values.

If IP addresses have been removed from VPS ON’s Network tab, we have disconnected the VPS from the network.

The network may also be unavailable due to a server configuration error. Connect via KVM and check the network configuration with the ip a (Debian, Ubuntu) or ipconfig command.

A restart can solve a large number of problems, including an increase in system load or kernel panic. Follow the instructions:

• VPS HDD/SSD – Reset
• VPS ON – Reset

If the server fails to start, if you have a backup available (your own, or ours), restore the server from the backup or reinstall it and upload data.

The lack of system resources can cause the server to slow down, freeze or crash individual services or the entire operating system.

Connect to the server via SSH or VNC (KVM).

VNC (KVM) works even when SSH is unavailable and the server is disconnected from the network.
• To connect to VPS SSD/HDD, follow the guide VPS SSD – Server Access via VNC (KVM).
• For VPS ON, open the ON SunStone interface. Select the VM and click on the display icon.

Run the following commands:

• ps, top and htop to check RAM and CPU. If you are running into hardware limits, consider limiting some processes, or upgrading the VPS HDD/SSD or VPS ON. Keep in mind, that you can only upgrade VPS services, downgrades are unavailable.
• df and df -h to check the disk and file volume. Large volumes of files can cause problems. Clean the disk space regularly.

Avoid dealing with memory problems by enabling swap. Accessing data on disk is significantly slower and the server will slow down even more.

If checking server resources or resolving resource exhaustion did not help, review system logs and individual application logs (usually found in /var/log).

Servers are most often hacked for spamming and botnet attacks.

The most common attack targets are outdated apps (such as old, unupdated versions of PHP) and various content management systems. You will find the problem by thoroughly checking running processes using the ps aux command.

In case of an attack, we inform the service owner by email, in case of a larger attack by SMS. If the threat is serious, or if the service owner does not respond, we disconnect the server from the network in an effort to minimize damage until the issue is resolved.

A server disconnected from the network is not accessible via SSH, but you can connect via VNC (KVM).

If you want to report the resolution of the server issue, reply to the message from the technician, or contact us via the form. Include the service name or number and describe how you resolved the issue.

Question: I can’t connect via SSH, what should I do?
Odpověď: Connect via VNS (KVM) according to the guide for VPS SSD/HDD, or in the ON Sunstone interface.

Question: I don’t remember the root password, how do I log in?
Answer: If you are using a pre-installed operating system, you can use the form to ask support to re-send the VPS creation notification email (VPS HDD/SSD), or change the root password in ON SunStone according to this guide (VPS ON). If you have your own OS, or if you have changed the root password of the VPS HDD/SSD service, we unfortunately cannot help you.