My dedicated server has gone offline; what should I do?

If you can no longer access your server remotely, we would first suggest power-cycling your server, effectively turning your server off and on again.

Power-cycling a server can fix some issues that servers encounter and is the first troubleshooting option we would suggest; however, please be aware that power cycling a machine that has not been shut down or reset gracefully can cause files to be lost and/or damaged. As a Managed Infrastructure Services provider, we are not responsible for any data-loss and the choice to power-cycle your server must be your own.

If you wish for your server to be power-cycled, you can raise a power-cycle request through your MyServers control panel, on the IS page, under the support section.

If a power-cycle does not bring your server back-online, we would then suggest checking the status of your server through a remote console (started through the OOB remote management panel) or through a KVMoIP. If you do not have OOB remote management with your server, you can raise a KVMoIP request through our MyServers control panel. You can use the remote console/KVMoIP session to check for the cause of the server going offline; to check for things such as a crashed operating system or hardware errors.

If you cannot identify why the server has gone offline or if you have identified an issue with the server you require help with, please feel free to raise a support ticket through our MyServers control panel, and a member of team will be happy to help. When raising a ticket, please confirm all the troubleshooting steps you have already performed; so we know not to suggest these troubleshooting actions.

Please also feel free to get in touch if you have any further questions and we will be happy to help.