One of the most common messages we get is: "The server is on in the bot, but it does not answer ping and I cannot connect over SSH." The good news is that in most cases the server is fine, and the problem is either the route from your internet connection to the server or a setting inside the operating system. This guide goes through the checks in order, from simple to involved, and shows how to fix each case.
Step 1: check the server status in the bot or panel
Open the server screen in the Telegram bot or the web panel. If the status is Off, the reason is usually in a message we sent you. A server is powered off automatically, with a message, in these cases:
- Its traffic for the cycle has run out. Buying a traffic package, or the next cycle, brings it back.
- The wallet balance went negative. Topping up to settle the debt, or tapping Power On on the server screen, brings it back.
- The server was locked after an abuse report. Contact support in that case.
If you powered it off yourself, tap Power On and give the operating system a minute or two to boot.
Step 2: test from outside, not only from your own connection
If the status is On, find out whether the server is unreachable from everywhere or only from your connection. check-host.net does this for free: enter the server IP under Ping, and port 22 under TCP for SSH, to see results from dozens of locations around the world.
- It answers everywhere except from your connection: the server is fine and the problem is your route to it. Try another connection (mobile data instead of home internet, for example), or use the web console in the next step.
- Ping fails but port 22 is open: the server is up and only ICMP is blocked. Many systems and firewalls do not answer ping; on its own that is not a fault.
- Nothing answers from anywhere: the problem is likely inside the operating system, such as a firewall, a wrong network setting or an SSH service that is not running. Continue with the web console.
Read more about what ping and latency mean.
Step 3: log in through the web console
The web console shows the server screen directly in your browser and does not depend on the server network, SSH or the firewall. On the server screen in the bot or the web panel, tap Console and open the link in a browser. The console link is valid for a short time; if it expires, tap Console again. The console is available for most servers, but not in every data centre.
Once you are in, check these in order:
- Firewall: if you enabled ufw or firewalld without opening the SSH port, access is blocked. On Ubuntu, ufw status shows the rules and ufw allow 22/tcp opens the port.
- SSH service: systemctl status ssh (sshd on some distributions) shows whether it runs. If you changed the SSH port, connect on the new port.
- Network settings: if you edited the network files (netplan, for example) by hand, one small mistake cuts the connection. Revert the change and reboot.
- Full disk or memory: a full disk or exhausted RAM can stop services. Check with df -h and free -m.
To avoid locking yourself out, always open the SSH port before enabling a firewall. See the Linux server security checklist too.
Step 4: reboot and reset the password
If the server is frozen or the console shows nothing, tap Reboot on the server screen and wait a few minutes. If the only problem is logging in and you do not know the password or it is rejected, Reset Password gives you a fresh root password. Both are in the bot and the web panel.
Last resort: reinstall the operating system
If nothing else works and there is nothing important on the server, Reinstall in the bot installs the operating system from scratch and returns the server to its first state. Note that a reinstall erases all data on the server; if you have important data, talk to support first.
When to contact support
If the server answers from nowhere and the console does not open, or a reboot did not help, message support. To speed things up, send the server IP, the link to your check-host result and what you have already tried.
Frequently asked questions
The server is on in the bot but does not answer ping. Is it broken?
Not necessarily. Some systems and firewalls do not answer ping. Test your own service port (22 for SSH, 3389 for RDP) with a TCP check on check-host.
I cannot connect from home but can from mobile data. Where is the problem?
Then the server is fine, and the problem is the route from your home connection to it. Use the connection that works, or the web console.
What is the web console for?
The console is like a monitor and keyboard attached to the server, and it works even when the network or SSH is down. Use it to fix the firewall, the network or the SSH service.
Does a reinstall erase my data?
Yes. A reinstall erases all data on the server, so use it only when there is nothing important on it or you have a backup.
My server powered off by itself. Why?
Usually because its traffic for the cycle ran out or the wallet balance went negative. The message the bot sent you gives the exact reason.