My websites are not responding / my VPS is down Print

Problem Description

• You have your own VPS
• One or more websites hosted on the VPS are down when you visit them
• In some cases, you cannot access Plesk on the server, nor login via SSH

Problem Resolution

If your Support Level is Hands-On Support, you can simply open a ticket and request that we investigate the reason for you.

Begin by completing the troubleshooting steps in our top 5 troubleshooting steps when your website is down. These may help you resolve the problem.

If you do not have Hands-On Support, this means it is entirely up to you to monitor your servers and respond if there is a problem. The only exception to this is if you cannot access the server via HTML Console.

If you are unable to access Plesk to manage the server, you can still connect to the server using SSH.

If you are unable to access the server via SSH, you can still connect using the HTML5 console. Here's how:

1. Login to the Client Centre
2. Select the VPS you're unable to access
3. Scroll down to the "Virtual Server Control" section
4. Click the "HTML5 Serial Console" button and begin the session
5. You will be provided with a command line interface similar to that of SSH (though much more limited) from which you can troubleshoot network connectivity issues.