My service/server is offline. I'd like to report an outage.
We have many systems in place to monitor servers and ensure your service is online. Before contacting us, please check our network status page to see if there's already a reported outage.
We're sorry if your service is offline or inaccessible. There are a few common reasons your service may not be functioning. Please read the possible problems and see if there's a quick way you can fix it yourself before contacting our support. If you do have to contact our support, we highly recommend you open a ticket with us so a skilled system administrator can fix the problem. Our live chat agents may not be able to provide the best support regarding a possible outage, as they are usually lower-tier support agents.
If there is a scheduled maintenance, you will receive an e-mail in your inbox. Please check the spam folder as well. If you did not receive anything, it's possible there's an unexpected outage. You can view any updates here.
If you can, then the service is most likely online and there are other problems with it, such as a specific application running on your server not functioning.
Usually the easiest way to bring your service back online is to reboot it. You can do this on your service's details / control panel page.
If you recently changed your network or other settings, the best way to receive assistance is to let us know what you specifically performed so we can better assist you.
If your service is "online" and you can view your service through VNC or console but cannot ping it, there's a possibility it's nullrouted by the datacenter due to abuse. Check your ticket list for any communication regarding this problem.
Connection to your service may be disrupted by your internet service provider. There's nothing we can do about this, other than changing your IP, which will incur a fee of $5. Your service is online and accessible from the rest of the world.
We're sorry if your service is offline or inaccessible. There are a few common reasons your service may not be functioning. Please read the possible problems and see if there's a quick way you can fix it yourself before contacting our support. If you do have to contact our support, we highly recommend you open a ticket with us so a skilled system administrator can fix the problem. Our live chat agents may not be able to provide the best support regarding a possible outage, as they are usually lower-tier support agents.
There may be an outage or scheduled maintenance.
If there is a scheduled maintenance, you will receive an e-mail in your inbox. Please check the spam folder as well. If you did not receive anything, it's possible there's an unexpected outage. You can view any updates here.
Can you ping your service's IP?
If you can, then the service is most likely online and there are other problems with it, such as a specific application running on your server not functioning.
Are you able to reboot your service?
Usually the easiest way to bring your service back online is to reboot it. You can do this on your service's details / control panel page.
Have you modified any settings?
If you recently changed your network or other settings, the best way to receive assistance is to let us know what you specifically performed so we can better assist you.
Are you nullrouted?
If your service is "online" and you can view your service through VNC or console but cannot ping it, there's a possibility it's nullrouted by the datacenter due to abuse. Check your ticket list for any communication regarding this problem.
Are you living in China?
Connection to your service may be disrupted by your internet service provider. There's nothing we can do about this, other than changing your IP, which will incur a fee of $5. Your service is online and accessible from the rest of the world.
Updated on: 14/06/2019
Thank you!