Support

Physical Access to the datacentre is only granted if the client has collocated equipment or has a meeting organised with a member of staff. Physical access to shared racks used by more than one client is not permitted under any circumstance. To gain physical access, the Client may request usage of the Build Room. This is subject to availability, and charged at £30 per hour or part thereof. If available datacentre staff will remove the Clients equipment to the Build Room, and allow the Client access to the equipment in the Build Room. To raise an access request you can do this in your control panel by logging in:

1) Go to the “My Tickets Section”

2) Underneath click “Access Requests”

3) Click “Create”

Support is available 24x7, 365 days a year, via our MyServers customer portal ticketing system and through our telephone support line. All urgent quires will be answered by a member of our team, no matter the time of day or night, nor what day of the year it is.

If you need support or have any general queries, which are not answered by our FAQ section, please raise a ticket through you MyServers account. If the support you require is urgent and / or if you want to speak to a member of our team over the phone, please feel free to call our support line, and a member of team will always be happy to help. Please note, we would suggest raising a ticket first and then phoning, as this allows us to use this ticket as a basis for any work/actions that may need to be taken. This will also allow our team to respond and process your request / query quicker and easier.

Tickets can be raised through your MyServers control panel account and our telephone number can also be found on MyServers.

If you have any more questions about support, please feel free to get in touch and we will be happy to help.

As a managed infrastructure service provider, our standard support package includes a fully managed hardware package, which covers replacement of any failed hardware provided to you.

We also provide 24x7 monitoring of your dedicated devices, with unlimited free e-mail and SMS alerts, including ping monitoring, switch port monitoring, OS access service monitoring (e.g. RDP), and several other monitoring services. These are all controlled through your MyServers portal and can be added / edited by yourselves at any time. Please note, not all of these monitoring systems are applied as standard.

We also provide support with any issue or query related to our infrastructure; in regards to networking, power and environmental infrastructure.

As well as our standard managed infrastructure service package, we also offer other managed packages and products. We can also provide installation and initial configuration services for more complex deployments if required. If you are interested in a fully-outsourced IT platform and service, with bespoke management options, we are also able to discuss these with you.

If you have any questions please feel free to get in touch.

We will not charge for any support within our standard package.

If you have a dedicated device with us, we will not charge for the replacement of any faulty hardware, nor for investigating any issues that may lay within our infrastructure.

Any support requested that falls outside of your packages will not be performed or charged for without prior consent. The relevant team will liaise with you on any work that may be required, compile a full schedule of work to be performed and an upfront quotation for the work.

If you have any questions please feel free to get in touch.

Our support team operate 24x7, 365 days a year, and they are always happy to take your call. If you do need to call our support line for anything related to your account or to your services, we will first need to identify your account and then you will need to pass our phone-call security process, as outlined below.

To identify your account, we will simply need either the account name, an IS number assigned to your account or an invoice number. Once we have located your account on our system, we will then check your name against the list of people named on your account. Please note, you must be named on the account’s contacts to phone our support line.

To ensure that all our clients’ details and accounts are secure, when a person phones our support line with a request or query related to their account, we will require them to pass the security question listed against their name before we can proceed. This policy is in place to leave you safe in the knowledge that no unauthorised persons can phone our support line and make changes to your account or services.

To pass our security question, you must be a person named on your company’s / personal MyServers account, you must have a security question setup against your name on the MyServers account and you must know the answer to this security questions when asked over the phone.

If you are not a named person on the MyServers client account, either you or someone with access to the MyServers account control panel must add you as a contact to the account, before you can phone our support line and pass security.

If you have access to the MyServers portal, to check who is currently listed on the account and can phone our support line, login to your MyServers account and then under the My Account tab click on the Contacts. You will now be able to see a list of the people named on the account and their permissions. These people will be able to phone our support line, as long as they know the answer to their security question.

If you need to add a new contact to the account, first press Add Contact. You will now need to fill in all the details of the new contact. Please make sure that these details are added correctly, as we will use this information to contact this person, if the need ever arises. After filling in the new contact’s details, you now need to set a password and security question for the new contact. We would suggest asking the new contact to fill in this information; as they will need to use the password to log in to their MyServers account and they will need to know the answer to the security question if they ever wish to phone our support line. Finally, you should set the roles of the new contact. The roles selected will limit the access this new person has to the MyServers account and limits the information we can provide over the phone, so please set these correctly. Once you have finished filling in all these details, press Save to add the new contact.

Once this has been completed, the person that has been added to the account is free to phone our support line whenever they have a question or query.

If you are a named person on the MyServers account, but you cannot remember the answer to the security question or you have not set an answer to any security question, you can also login to the MyServers control panel and reset/set the answer to a security question. To do this, login to your MyServers account using your own login and click on Personal Details under the My Account tab. Now select a Security Question and then input your answer to this security question. Then press Save.

You will now be able to use the answer to this security question to pass our phone-call security question.

Please note, before phoning our support line, we would always advise our clients to raise a support ticket with all the details, so we can use this as a basis to reply to you and perform any work after the phone call.

Once you know the answer to your security question, please phone our support line any time you wish to speak to a member of our team or escalate an urgent issue.

If you have any questions, please feel free to get in touch.

Datacentre technicians are available 24/7, however, we do not schedule in advance any manual work during the hours between 06:00 - 08:00 and 18:00 and 20:00. If you would like to schedule in any necessary work you would need to open up a ticket advising us what work needs to be carried out along with the date and time you would like for us to carry it out. If you have any further question or wish to schedule in work, please feel free to get in touch via our ticketing system, and a member of our team will be happy to help.

Sadly, on occasion, errors can occur with the storage components of a server. As we know how frustrating this can be, this FAQ section has been created to help our client’s investigate their server’s storage through their server’s RAID BIOS.

If you believe an error has occurred with either a server’s RAID array or with a server’s physical drives, when a RAID controller is present within the server, one way you can check the status of a server’s storage is through the server’s RAID BIOS menu. You can use the server’s RAID BIOS to identify any failed drives and identify the details required to have them replaced.

Checking a server’s RAID BIOS involves rebooting a server while accessing it through either a KVMoIP device or while having a remote management’s virtual/remote console open, then accessing the RAID controller’s BIOS menu while the server goes through POST. This does require the server and anything the server is hosting to be offline during the entire process. Due to this, it is normally preferable for clients to use either Remote Management software or monitoring tools configured on the server’s operating system to identify any issues with a server’s storage; however, if this not possible then you may have to use the server’s RAID BIOS.

How to boot into a server’s RAID controller’s BIOS menu and check the drives’ and arrays’ health depends on the model of your server and the model of the RAID controller it is using. Below, you will see some examples of how to check the RAID BIOS for some of our combinations of RAID controllers and server models. If your server and RAID controller are not listed below, you can either find material online to help you perform this action, or raise a support ticket and a member of our team will be happy to discuss what we can do to help.

If you are un-sure what model your server and RAID controller is, please see below how to use MyServers to identify this.

If you have a dedicated server hosted with us, you will be able to identify the make and model of your device through our MyServers control panel, on the IS page of the device.

First, log in to the MyServers control panel and then navigate to the IS page of the server you wish to check the model of. A list of servers can be found by clicking on the My Servers tab. Once you are on the IS page of the server, you will be able to find the make and model of the server within the Service Description box, in line with the IS number. In my example below, you can see that the make of my server is a Dell, while the model of the server is a PowerEdge R210 II.

Within the Service Description, you should also be able to see the model of the RAID Controller. If no RAID controller is present in this box, it may mean that either no RAID controller exists in the chassis, the RAID controller is built into the chassis’ motherboard (integrated), or that this device was deployed before we added RAID controllers to this box for every server. If the RAID controller is not present in this box, you can either identify what RAID controller the server is configured during the server’s POST screens, or please feel free to raise a ticket and we will be happy to help.

You should now know what the make and model of your server and RAID controller is. If you have any more questions about your server’s RAID controller, please look through our FAQ for more information. Alternatively, or if you have not been able to identify this information, please feel free to raise a ticket and we will be happy to help.

To check the RAID BIOS of a 13th generation Dell EMC PowerEdge server (e.g. R230, R630, R730xd), when it has a H730 raid controller installed (this includes multiple variations, including H730Ps and H730P Minis), you should first have either a KVMoIP device attached to the server or a remote console session on the server opened. Please see our FAQ section on how to request a KVM or how to open an iDRAC remote console.

Once you have either a KVM device or a remote console open, you now need to reboot the server. Please note that this means that the server and everything it is currently hosting will go offline, and will remain offline throughout the duration of this process. Also, the decision to reboot the server must be your own. iomart and any company within the iomart group are not responsible for any effects rebooting your server may have. Once you have rebooted your server, you need to wait for the option to enter the System Setup menu to appear; then press F2 to enter it. Please note, depending on the BIOS settings of your server, your screen may look slightly different to the one below; however, it is always F2 to enter the server’s System Setup menu.

The System Setup screen will now appear. You now need to select Device Settings. To navigate through the System Setup menu, use either the mouse, or the arrow keys, Esc key and Enter key.

Now select the RAID controller.

You are now in the RAID controller’s menu. To check the status of the server’s storage, you should check both the Virtual Disk’s and Physical Disk’s health. First, we’ll check the Virtual Disks’ health, to check the status of any RAID arrays configured within the server. To do this, select Virtual Disk Management.

You will now be presented with a list of all the Virtual Disks (or RAID arrays) configured in this server. You will also see some of the Virtual Disks’ details, including their statuses. In my example below, you can see that one Virtual Disk’s status is Ready, meaning that there are no errors, and one has a status of Degraded, meaning that there is an error with the RAID array. Click on a Virtual Disks to find more information on the array. You should do this if you identify a Virtual Drive with an error.

Here you can now see some details about the Virtual Disk and can select operations to perform. You can also choose to see a list of the physical drives configured within this array. If you have come across a Virtual Disk with an error, you should now select View Associated Physical Disks to see the status of the drives configured within this array.

You will now be able to see a list of Physical Disks configured within this array. You will also be able to see their statuses; which you can use to identify if there are any errors with any drives. As you can see from my example below, the second drive in this array (1:03) is currently offline. If you do come across a drive with an error, you can use this window to view the details of the physical drive. To do this, tick the box in-line with the drive you wish to check and press View Physical Disk Properties.

You will be now be a on a screen which displays the physical drive’s details; including its current status and all the details needed by our technicians to replace a drive. If you do identify a drive with an error and wish for it to be replaced, you will need to supply the following information about the failed drive to our technicians in a support ticket, so that our technicians can identify the drive correctly:

1. Physical Drive Bay Number (i.e. Physical Disk ID)

2. Capacity (i.e. Size)

3. Model Number

4. Serial number

You can use this current page to find this information. You can also supply a screenshot of this page; as our technicians can use this information to help them locate the correct drive.

If you wish for a drive to be replaced, you can also set the drive bay to blink using this page. Setting the drive bay to blink will set the LED lights on front of the drive’s caddy to blink, allowing our technicians to identify the drive bay with greater ease. To do this, set the Operation drop-down box to ‘Blink’ and then press Go. Once the technicians have completed the drive swap, you can use this same process, except setting the drop-down box to ‘Un-Blink’, to stop the drive bay from blinking. You should do this to make sure the drive bay is no longer blinking, as this may lead to some confusion if you need other drives replacing in future. If you do set the drive bay to blink, please let our technicians know in the support ticket.

Once you have supplied the above information and set the drive bay to blink, our support team will be happy to help get your drive replaced.

If you did not encounter any issues with the Virtual Disks, you can also check the status of all the Physical Disks directly. To do this, keep pressing Back (or Esc) until you return to the RAID controller’s main menu, and then select Physical Disk Management.

You will now see a list of Physical Disks present in the server, along with their current status. In my example, you can see that there are four drives, three are online and one is currently offline. To find out more information about a drive, simply click on it/select it.

You will now be on the physical drive’s page, which lists all of the drive’s details, allows you to run operations (or tasks) on the drive and shows you the drives’ status. As outlined above, you can use this page to identify all the information needed to get a drive replaced and set the drive to blink.

Using the process outlined above, you should be able to identify the current status of all the drives configured within the server and the status of all the Virtual Disks, and you can use this information to have any faulty drive replaced.

If you have any more questions about the storage of your server, or your RAID BIOS menu, please read through our FAQ section or raise a support ticket, and we will be happy to help.

To check the RAID BIOS of a 12th generation Dell EMC PowerEdge server (e.g. R320, R420, R720), when it has a H710 raid controller installed (this includes other variations, including H710Ps and H710 minis), you should first have either a KVMoIP device attached to the server or a remote console session on the server opened. Please see our FAQ section on how to request a KVMoIP session or how to open an iDRAC remote console.

Once you have either a KVMoIP session or a remote console session open, you now need to reboot the server. Please note that this means that the server and everything it is currently hosting will go offline, and will remain offline throughout the duration of this process. Also, the decision to reboot the server must be your own. iomart and any company within the iomart group are not responsible for any effects rebooting your server may have. Once you have rebooted your server, you need to wait for the option to enter the System Setup menu to appear; then press F2 to enter it. Please note, depending on the BIOS settings of your server, your screen may look slightly different to the one below; however, it is always F2 to enter the System Setup menu.

The System Setup screen will now appear. You now need to select Device Settings. To navigate the System Setup menu, use either the mouse, or use the arrow, Esc and Enter keys.

Now select the RAID controller.

You are now in the RAID controller’s menu. To check the status of the server’s storage, you should check both the Virtual Disk’s and Physical Disk’s health. First, we will check the Virtual Disks’ health, to check the status of any RAID arrays configured within the server. To do this, select Virtual Disk Management, then Manage Virtual Disk Properties.

You will now be presented with the details of the first RAID array configured on this controller. You can use the Select Virtual Disk drop-down box to navigate between the different RAID arrays, if more than one is configured on this device. Within the drop-down box you will also be able to see the status of the Virtual Disk(s). In my example below, you can see that there are two Virtual Disks, one with a status of Ready, meaning that there are no errors, and one with a status of Offline, meaning that there is currently an error.

Below you can now see some details about the Virtual Disk selected in the drop-down box. You can also choose to see a list of the physical drives configured within this array. If you have come across a Virtual Disk with an error, you should now do this to see the status of the drives. To do this, press View Associated Physical Disks.

You will now be able to see a list of Physical Disks configured within this array. You will be also see their status; which you can use to identify if there any errors with a drive. As you can see from my example below, the second drive in this array (1:03) is currently offline. If you do come across a drive with an error, you check the properties of this drive, by ticking the box in-line with the drive you wish to check and then pressing View Physical Disk Properties.

You will be now be a on a screen which displays the physical drive’s details; including its current status and all the details needed by our technicians to replace a drive. If you do identify a drive with an error and wish for it to be replaced, you will need to supply the following information about the failed drive to our technicians in a support ticket, so that our technicians can identify the drive correctly:

1. Physical Drive Bay Number (i.e. Physical Disk ID)

2. Capacity (i.e. Size)

3. Model Number

4. Serial number

You can use this current page to find this information. You can also supply a screenshot of this page; as our technicians can use this information to help them locate the correct drive.

If you wish for a drive to be replaced, you can also set the drive bay to blink using this page. Setting the drive bay to blink will set the LED lights on front of the drive’s caddy to blink, allowing the local technicians to identify the drive bay with greater ease. To do this, return to the RAID Controller’s main menu, then select Physical Disk Management. Then click on Select Physical Disk Operations.

You now need to select the drive you wish to be set to blink in the Select Physical Disk drop-down box. Then press Blink. The drive bay should now be blinking. Once the technicians have completed the drive swap, you can use this same process, except pressing ‘Un-Blink’, to stop the drive bay from blinking. It is good practice to do this, because if you need other drives replacing in future, leaving this drive by blinking may cause some confusion. If you do set the drive bay to blink, please let our technicians know in the support ticket.

Once you have supplied the above information and set the drive bay to blink, our support team will be happy to help get your drive replaced.

If you did not encounter any drive issues through the Virtual Disks menu, you can also check the status of the Physical Disks directly. To do this, keep pressing Back (or Esc) until you return to the RAID controller’s main menu, then select Physical Disk Management, and then select View Physical Disk Properties.

You will now be presented with the details of the first Physical Drive configured on this controller. You can use the Select Physical Disk drop-down box to navigate between the different drives, if more than drive is present within this server. Within the drop-down box you will also be able to see the status of each Physical Drive. In my example below, you can see that there are four Physical Disks; three with a status of Ready, meaning that there are no errors, and one with a status of offline.

To find out more details about a Physical Disk, simply select it in the drop-down box. You will now see all of the drive’s details and see the drives’ status. As outlined above, you can use this page to identify all the information needed to get a faulty drive replaced and you can navigate to the operations page to set the drive to blink.

Using the process outlined above, you should be able to identify the current status of all the drives configured within the server and the status of all the Virtual Disks, and you can use this information to have any faulty drive replaced.

If you have any more questions about the storage of your server, or your RAID BIOS menu, please read through our FAQ section or raise a support ticket, and we will be happy to help.

To check the RAID BIOS of a 12th generation Dell EMC PowerEdge server (e.g. R320, R420, R720), when it has a H310 raid controller installed, you should first have either a KVMoIP device attached to the server or a remote console session opened on the server. Please see our FAQ section on how to request a KVM or how to open an iDRAC remote console.

Once you have either a KVM device or a remote console open, you now need to reboot the server. Please note that this means that the server and everything it is currently hosting will go offline, and will remain offline throughout the duration of this process. Also, the decision to reboot the server must be your own. iomart and any company within the iomart group are not responsible for any effects rebooting your server may have. Once you have rebooted your server, you need to wait for the option to enter the System Setup menu to appear; then press F2 to enter it. Please note, depending on the BIOS settings of your server, your screen may look slightly different to the one below; however, it is always F2 to enter the System Setup menu.

The System Setup screen will now appear. You now need to select Device Settings. To navigate through the System Setup menu, use either the mouse, or the arrow, Esc and Enter keys.

Now select the RAID controller.

You are now in the RAID controller’s menu. To check the status of the server’s storage, you should check both the Virtual Disk’s and Physical Disk’s health. First, check the Virtual Disks’ health, to check the status of any RAID arrays configured within the server. Select Virtual Disk Management, then select Manage Virtual Disk Properties.

You will now be presented with the details of the first RAID array configured on this controller. You can use the Select Virtual Disk drop-down box to navigate between the different RAID arrays, if more than one is configured on this device. Within the drop-down box you will also be able to see the status of the Virtual Disk(s). In my example below, you can see that there are two Virtual Disks; one with a status of Ready, meaning that there are no errors, and one with a status of Failed, meaning that there is currently an error.

Below you can now see some details about the Virtual Disk selected in the drop-down box. You can also choose to see a list of the physical drives configured within this array. If you have come across a Virtual Disk with an error, you should now do this to see the status of the drives. Press View Associated Physical Disks.

You will now be able to see a list of Physical Disks configured within this array. You will also be able to see their status; which you can use to identify if there any errors with a drive. As you can see from my example below, the only drive in this array is currently offline. If you do come across a drive with an error, now tick the box in-line with the drive and press View Physical Disk Properties, to view more information about the physical drive.

You will be now be a on a screen which displays the physical drive’s details; including its current status and all the details needed by our technicians to replace a drive. If you do identify a drive with an error and wish for it to be replaced, you will need to supply the following information about the failed drive to our technicians in a support ticket, so that our technicians can identify the drive correctly:

1. Physical Drive Bay Number (i.e. Physical Disk ID)

2. Capacity (i.e. size)

3. Model Number

4. Serial number

You can use this current page to find this information. You can also supply a screenshot of this page; as our technicians can use this information to help them locate the correct drive.

If you wish for a drive to be replaced, you can also set the drive bay to blink using this menu. Setting the drive bay to blink will set the LED lights on front of the drive’s caddy to blink, allowing the local technicians to identify the drive bay with greater ease. To do this, return to the RAID Controller’s main menu, then select Physical Disk Management. Then click on Select Physical Disk Operations.

You now need to select the drive you wish to be set to blink in the Select Physical Disk drop-down box. Then press Blink. The drive bay should now be blinking. Once the technicians have completed the drive swap, you can use this same process, except pressing ‘Un-Blink’, to stop the drive bay from blinking. It is good practice to make sure the drive bay is no longer blinking; so that if you need other drives replacing in future, there is no confusion. If you do set the drive bay to blink, please let our technicians know in the support ticket.

Once you have supplied the above information and set the drive bay to blink, our support team will be happy to help get your drive replaced.

If you did not encounter any drive issues through the Virtual Disks, you can also check the Physical Disks directly. To do this, keep pressing Back (or Esc) until you return to the RAID controller’s main menu. Now select Physical Disk Management and then select View Physical Disk Properties.

You will now be presented with the details of the first Physical Drive configured on this controller. You can use the Select Physical Disk drop-down box to navigate between the different drives, if more than one is present in this server. Within the drop-down box you will also be able to see the status of each Physical Drive. In my example below, you can see that there are four Physical Disks; three with a status of Ready, meaning that there are no errors, and one with a status of offline.

To find out more details about a Physical Disk, simply select it in the drop-down box. You will now see all of the drive’s details and see the drives’ status. As outlined above, you can use this page to identify all the information needed to get a drive replaced and you can navigate to the operations page to set the drive to blink.

Using the process outlined above, you should be able to identify the current status of all the drives configured within the server and the status of all the Virtual Disks, and you can use this information to have any faulty drive replaced.

If you have any more questions about the storage of your server, or your RAID BIOS menu, please read through our FAQ section or raise a support ticket, and we will be happy to help.

To check the RAID BIOS of a 12th generation Dell EMC PowerEdge server (e.g. R320, R420, R720), when it has a H310 raid controller installed, you should first have either a KVMoIP device attached to the server or a remote console session opened on the server. Please see our FAQ section on how to request a KVM or how to open an iDRAC remote console.

Once you have either a KVM device or a remote console open, you now need to reboot the server. Please note that this means that the server and everything it is currently hosting will go offline, and will remain offline throughout the duration of this process. Also, the decision to reboot the server must be your own. iomart and any company within the iomart group are not responsible for any effects rebooting your server may have. Once you have rebooted your server, you need to wait for the option to enter the System Setup menu to appear; then press F2 to enter it. Please note, depending on the BIOS settings of your server, your screen may look slightly different to the one below; however, it is always F2 to enter the System Setup menu.

The System Setup screen will now appear. You now need to select Device Settings. To navigate through the System Setup menu, use either the mouse, or the arrow, Esc and Enter keys.

Now select the RAID controller.

You are now in the RAID controller’s menu. To check the status of the server’s storage, you should check both the Virtual Disk’s and Physical Disk’s health. First, check the Virtual Disks’ health, to check the status of any RAID arrays configured within the server. Select Virtual Disk Management, then select Manage Virtual Disk Properties.

You will now be presented with the details of the first RAID array configured on this controller. You can use the Select Virtual Disk drop-down box to navigate between the different RAID arrays, if more than one is configured on this device. Within the drop-down box you will also be able to see the status of the Virtual Disk(s). In my example below, you can see that there are two Virtual Disks; one with a status of Ready, meaning that there are no errors, and one with a status of Failed, meaning that there is currently an error.

Below you can now see some details about the Virtual Disk selected in the drop-down box. You can also choose to see a list of the physical drives configured within this array. If you have come across a Virtual Disk with an error, you should now do this to see the status of the drives. Press View Associated Physical Disks.

You will now be able to see a list of Physical Disks configured within this array. You will also be able to see their status; which you can use to identify if there any errors with a drive. As you can see from my example below, the only drive in this array is currently offline. If you do come across a drive with an error, now tick the box in-line with the drive and press View Physical Disk Properties, to view more information about the physical drive.

You will be now be a on a screen which displays the physical drive’s details; including its current status and all the details needed by our technicians to replace a drive. If you do identify a drive with an error and wish for it to be replaced, you will need to supply the following information about the failed drive to our technicians in a support ticket, so that our technicians can identify the drive correctly:

1. Physical Drive Bay Number (i.e. Physical Disk ID)

2. Capacity (i.e. size)

3. Model Number

4. Serial number

You can use this current page to find this information. You can also supply a screenshot of this page; as our technicians can use this information to help them locate the correct drive.

If you wish for a drive to be replaced, you can also set the drive bay to blink using this menu. Setting the drive bay to blink will set the LED lights on front of the drive’s caddy to blink, allowing the local technicians to identify the drive bay with greater ease. To do this, return to the RAID Controller’s main menu, then select Physical Disk Management. Then click on Select Physical Disk Operations.

You now need to select the drive you wish to be set to blink in the Select Physical Disk drop-down box. Then press Blink. The drive bay should now be blinking. Once the technicians have completed the drive swap, you can use this same process, except pressing ‘Un-Blink’, to stop the drive bay from blinking. It is good practice to make sure the drive bay is no longer blinking; so that if you need other drives replacing in future, there is no confusion. If you do set the drive bay to blink, please let our technicians know in the support ticket.

Once you have supplied the above information and set the drive bay to blink, our support team will be happy to help get your drive replaced.

If you did not encounter any drive issues through the Virtual Disks, you can also check the Physical Disks directly. To do this, keep pressing Back (or Esc) until you return to the RAID controller’s main menu. Now select Physical Disk Management and then select View Physical Disk Properties.

You will now be presented with the details of the first Physical Drive configured on this controller. You can use the Select Physical Disk drop-down box to navigate between the different drives, if more than one is present in this server. Within the drop-down box you will also be able to see the status of each Physical Drive. In my example below, you can see that there are four Physical Disks; three with a status of Ready, meaning that there are no errors, and one with a status of offline.

To find out more details about a Physical Disk, simply select it in the drop-down box. You will now see all of the drive’s details and see the drives’ status. As outlined above, you can use this page to identify all the information needed to get a drive replaced and you can navigate to the operations page to set the drive to blink.

Using the process outlined above, you should be able to identify the current status of all the drives configured within the server and the status of all the Virtual Disks, and you can use this information to have any faulty drive replaced.

If you have any more questions about the storage of your server, or your RAID BIOS menu, please read through our FAQ section or raise a support ticket, and we will be happy to help.

To check the RAID BIOS of an 11th generation Dell EMC PowerEdge server (e.g. R210, R210 II, R310, R410), when it has a H200 RAID controller installed, you should first have either a KVMoIP device attached to the server or a remote console with the server opened. Please see our FAQ section on how to request a KVM or how to open an iDRAC remote console.

Once you have either a KVM device or a remote console open, you now need to reboot the server. Please note that this means that the server and everything it is currently hosting will go offline, and will remain offline throughout the duration of this process. Also, the decision to reboot the server must be your own. iomart and any company within the iomart group are not responsible for any effects rebooting your server may have. Once you have rebooted your server, you need to wait for the option to enter the RAID configuration menu to appear; then press Ctrl+R to enter it. Please note, depending on the BIOS settings of your server, your screen may look slightly different to the one below.

The RAID BIOS configuration menu will now appear. To check the status of the server’s storage, you should first select the RAID controller and then select RAID properties. If more than one RAID controller is configured in your server, you will need to repeat this process outlined below for every RAID controller. To navigate through this RAID BIOS, you need to use the arrow keys, the Enter key and the Esc key, as well as the keys shown at the bottom of the window. Select the RAID controller and then RAID properties.

If your server’s RAID array has already been configured, you will now be presented with the first RAID array’s (or volumes) details, a list of drives configured within this array, their details, their status and the details of the RAID array configured on the server. If you have more than one RAID array configured on the server, you can use the keys Alt+N to navigate between the volumes.

Along the top of the page, you will be able to see the details of the RAID array currently selected (press Alt+N to navigate to the next page), including its current status.

Below the RAID array’s details you will be able to see a list of the physical drives configured within the currently select array (press Alt+N to navigate to the next page); including the drives’ details and their current statuses.

You can use the details and statuses shown on the pages described above to identify whether or not there is currently an error with the storage of your server, by checking if there are any errors with either the RAID arrays (or volumes) or the Physical Drives.

If you do identify a drive with an error and wish for it to be replaced, you will need to supply the following information about the failed drive to our technicians in a support ticket, so that our technicians can identify the drive correctly:

1. Slot Number

2. Drive Type (i.e. Device + Identifier)

3. Capacity (i.e. Size)

You can use this current page to find this information. You can also supply a screenshot of this page; as our technicians can use this information to help them locate the correct drive.

Once you have supplied the above information, our support team will be happy to help get your drive replaced.

If you have any more questions about the storage of your server or your RAID BIOS menu, please read through our FAQ section or raise a support ticket, and we will be happy to help.

To check the RAID BIOS of a SuperMicro server, when it has a LSI MegaRAID 9240-4i RAID controller installed, you should first have either a KVMoIP device attached to the server or a remote console session on the server opened. Please see our FAQ section on how to request a KVMoIP session or how to open an IPMI remote console.

Once you have either a KVM device or a remote console open, you now need to reboot the server. Please note that this means that the server and everything it is currently hosting will go offline, and will remain offline throughout the duration of this process. Also, the decision to reboot the server must be your own. iomart and any company within the iomart group are not responsible for any effects rebooting your server may have. Once you have rebooted your server, you need to wait for the option to enter the LSI MegRAID configuration menu to appear. Then press Ctrl+H to enter it. Please note, depending on the BIOS settings of your server, your screen may look slightly different to the one below.

After you press Ctrl+H, you will be presented with a list of adapters configured on the server. You should now enter the first RAID adapter configured on the server. Most servers will only have one adapter installed, but if your server has more than one controller, you should repeat the below process for every adapter. You can navigate through this menu either using a mouse, or the Tab, Enter, Esc and arrow keys.

You will now be on the WebBIOS page for this RAID controller. On the right hand side panel of this WebBIOS, within the Logical View, you will be able to see a list of Virtual Drives (or RAID arrays) and Physical Drives configured within the controller and their current status. You can use this screen to identify if any of either the Virtual Drives or Physical Drives attached to this controller has any errors. In my example below, you can see that the only Virtual Drive is degraded and one Physical Drive is Offline.

If you do identify a drive with an error and wish for it to be replaced, you will need to supply the following information about the failed drive to our technicians in a support ticket, so that our technicians can identify the drive correctly and replace it:

1. Slot Number

2. Drive Type

3. Capacity

You can use this current page to find this information. You can also supply a screenshot of this page; as our technicians can use this information to help them locate the correct drive.

Once you have supplied the above information our support team will be happy to help get your drive replaced.

If you have any more questions about the storage of your server or your RAID BIOS menu, please read through our FAQ section or raise a support ticket, and we will be happy to help.

To check the RAID BIOS of a SuperMicro server, when it has an Adaptec RAID controller installed, you should first have either a KVMoIP device attached to the server or a remote console opened on the server. Please see our FAQ section on how to request a KVM or how to open an IPMI remote console.

Once you have either a KVMoIP or a remote console session open, you now need to reboot the server. Please note that this means that the server and everything it is currently hosting will go offline and will remain offline throughout the duration of this process. Also, the decision to reboot the server must be your own. iomart and any company within the iomart group are not responsible for any effects rebooting your server may have. Once you have rebooted your server, you need to wait for the option to enter the Adaptec RAID Configuration menu to appear. Then press Ctrl+A to enter it. Please note, depending on the BIOS settings of your server, your screen may look slightly different to the one below. Also, the below uses a 5405 RAID controller; however, the RAID BIOS for a 2405 controller is very similar, so the steps set out below should also apply to the 2405 card.

You will now be presented with the RAID controller’s configuration utility. You should now select Array Configuration Utility. To navigate through this utility, use the Enter, Esc and arrow keys, as well as the keys listed at the bottom of the window.

To check the current status of the storage within the server, you should first check the current status of all the RAID arrays configured on the server. Do this by first selecting Manage Arrays. You will then be presented with a list of arrays.

To check the status of the RAID array, press Enter while it is highlighted. You will now be presented with the RAID array’s details, it status, and a list of drives within the array. In my example below you can see the RAID1 array is currently degraded. You can also see the second drive in this array (Dev01) is greyed out; which indicates that it currently has an error.

If you do identify a drive with an error and wish for it to be replaced, you will need to supply the following information about the failed drive to our technicians in a support ticket, so that our technicians can identify the drive correctly and replace it:

1. Slot Number

2. Drive Type

3. Capacity

You can use this current page to find this information. You can also supply a screenshot of this page; as our technicians can use this information to help them locate the correct drive.

If you wish for a drive to be replaced, you can also turn on the Identify Drive function. Turning on the Identify Drive will set the LED lights on the drive bay to blink, allowing the local technicians to identify the drive bay with greater ease. Please note, using the Identify Drive function through this RAID configuration utility will require the server to remain within the Adaptec Utility menu, to keep the drive bay blinking. This means that your server will have to remain offline while the drive bay blinks. To do this, keep pressing Esc until you reach the options menu, then select Disk Utilities.

It will now take a while to load the list of drives. You now need to highlight the drive you wish to set the LEDs to blink and then press enter.

Then select Identify Drive and press Enter.

The caddy’s LED for this drive will now start flashing. To stop the LEDs from flashing, you simply need to press any key. If you have set the drive bay’s LED to flash, please let the support team know in the ticket.

Once you have supplied the above information our support team will be happy to help get your drive replaced.

You should repeat the above mentioned process, checking every RAID array configured on this server.

If you have any more questions about the storage of your server or your RAID BIOS menu, please read through our FAQ section or raise a support ticket, and we will be happy to help.

To check the RAID BIOS of an HP ProLiant G9 server (e.g. HP Proliant DL160 G9), when it has a HPE Smart Array P440 Controller installed, you should first have either a KVMoIP device attached to the server or a remote console with the server opened. Please see our FAQ section on how to request a KVM or how to open an iLO remote console.

Once you have either a KVMoIP or remote console session open, you now need to reboot the server. Please note that this means that the server and everything it is currently hosting will go offline, and will remain offline throughout the duration of this process. Also, the decision to reboot the server must be your own. iomart and any company within the iomart group are not responsible for any effects rebooting your server may have.

Once you have rebooted your server, you will need to wait for the option to enter the System Utilities to appear, and then press F9 to enter it. Please note, depending on the BIOS settings of your server, your screen may look slightly different to the one below.

After the Systems Utilities menu appears, select System Configuration, then select the Smart Array P440 Controller option, then finally select the Exit and launch HP Smart Storage Administrator (HPSSA) option.

The HPE Smart Storage Administrator will now load; this can take a couple of minutes. Once it has loaded, you can use this menu to check the current status of the server’s storage. When checking the status of a server’s storage, you should check the status of the server’s Arrays and the Physical Drives.

First, select the RAID controller of your server within the left hand side panel. In my example below, you can see that I have two controllers. One is the on-board, integrated RAID controller - the Dynamic Smart Array B140i RAID - and the other is a PCI-e RAID controller - the Smart Array P440. The storage of my server is currently only utilising the PCI-e RAID controller; which will be the case of most servers which display both; however, you should check every controller present for arrays and drives.

Once you have clicked onto the RAID controller, press Configure.

Now press Logical Devices on the left hand side panel.

You will now be presented with a list of Arrays configured on this controller and a list of the drives configured within this array. You can use this page to identify the current status of your server’s storage.

If there are any errors with either an array or with a drive, there will be one of two warning symbols next to the device’s symbol. There are two warning symbols within the HPESSA; the symbol represents a critical error which needs urgent attention, while the symbol represents a less crucial error which you should address as soon as possible. In my example below, you can see that one array and one drive within this array have errors.

If you do encounter an error, you can click on the device and then press View more Details, to identify what the error is and to see more details about this device.

The device details will now appear at the top of the window appears, while the Status Message appears at the bottom of this window. This will provide you with more information on the error.

If you do identify a drive with an error and wish for it to be replaced, you will need to supply the following information about the failed drive to our technicians in a support ticket, so that our technicians can identify the drive correctly and replace it:

1. Capacity (Size)

2. Drive Type

3. Drive Model

4. Drive Serial Number

You can use the ‘View more details’ page to identify this information; as demonstrated below.

If you wish for a drive to be replaced you can also turn on the Identify Device function. Turning on the Identify Device will set the LED lights on the drive bay to blink, allowing the local technicians to identify the drive bay with greater ease. To do this, click close on the ‘View more details’ window and then click Identify Device while the drive you wish to be swapped is still selected under the list of devices.

Then select how long you wish for the drive bay to blink for or when you wish for it to turn off. We would suggest setting the LED to stop blinking after 4 hours. Then press OK and then Finish.

If you do set the drive bay to blink, please let our technicians know in the support ticket. Once you have supplied the above information and set the drive bay to blink, our support team will be happy to help get your drive replaced.

If you have any more questions about the storage of your server or your RAID BIOS menu, please read through our FAQ section or raise a support ticket, and we will be happy to help.

To check the RAID BIOS of an HP ProLiant G7 server (e.g. HP Proliant DL360 G7), when it has a HP Smart Array P410 Controller installed, you should first have either a KVMoIP or a remote console session with the server opened. Please see our FAQ section on how to request a KVMoIP request or how to open an iLO remote console.

Once you have either a KVMoIP or a remote console session open, you now need to reboot the server. Please note that this means that the server and everything it is currently hosting will go offline, and will remain offline throughout the duration of this process. Also, the decision to reboot the server must be your own. iomart and any company within the iomart group are not responsible for any effects rebooting your server may have. Once you have rebooted your server, you will need to wait for the option to enter the System Utilities to appear. Then press F9 to enter it. Please note, depending on the BIOS settings of your server, your screen may look slightly different to the one below.

You now need to make sure that Power-On Logo is disabled; as this allow you to see more options during POST, including the one for entering the RAID menu. First select Advanced Options. You can use the arrow, Enter and Esc keys to navigate through the BIOS menu.

Then select Advances System ROM Options.

Now select Power-On Logo and make sure it is set to Disabled.

Once you have set the Power-On Logo to disabled, you can now exit the BIOS menu by pressing Esc multiple times and then pressing F10 to Confirm Exit Utility. The server will now start to reboot. When the option to enter the HP Smart Array P410 controller appears, you should now press F8, to enter the controller’s utility menu.

You will now be in the main menu for the RAID controller’s utility. To check the current status of your server’s storage, you should check each array configured on your server’s status and the status of each physical drive configured within these arrays. To do this, first select View Logical Drive.

You will now be presented with a list of Logical Drives (or arrays) configured on the server. You will be able to see their details and their statuses. In my example below you can see that I have two RAID Arrays; one with a status of OK and one with a status of Degraded. Once you have checked the status of the RAID arrays, you should now check the status of the Physical Drives within these arrays, especially if there is an error with a RAID array. To do this, highlight an array and press Enter.

You will now be presented with a list of Physical Drives configured within this array. You will also be able to see their status and their details. In my example below you can see that one drive has a status of OK and one drive is degraded.

If you do identify a drive with an error and wish for it to be replaced, you will need to supply the following information about the failed drive to our technicians in a support ticket, so that our technicians can identify the drive correctly and replace it:

1. Bay Number

2. Capacity

3. Drive Type

You can use this current page to identify this information, as demonstrated below. You can also supply a screenshot of this page in a support ticket.

Once you have supplied the above information in a ticket, our support team will be happy to help get your drive replaced.

If you have any more questions about the storage of your server or your RAID BIOS menu, please read through our FAQ section or raise a support ticket, and we will be happy to help.

Hardware components on our dedicated servers are fully managed. This means we will happily replace any failed component for you, free of charge, if and when you have identified a failed component.

Hardware failures can happen and we know how frustrating it can be when they do. As a result of the impact they can have upon your service, we will liaise with you to try and select the option of least disruption to you, to try and get your services back online and running to their full capacity.

If you do encounter a piece of faulty hardware and you wish for it to be replaced, please identify the specific piece of hardware that has failed and then raise a ticket through your MyServers panel asking for the failing hardware replaced. A member of our support team will then be in touch, to lease with you about the replacement of the faulty hardware.

When identifying the failed hardware, we will require you to give us enough information to locate the specific piece of hardware that has failed. As an example, if a drive has failed in a server with multiple drives, we would need information such as the drive’s serial number and physical bay number, so that we can correctly identify which drive will need replacing. To aid you in identifying which specific piece of hardware has failed, we have added advice on how to do so in our FAQ section. Please look through our FAQ section for help on this.

Please note, if it is not feasible to replace the faulty hardware or if it is impossible to accurately identify the faulty component, we will provision you with a different chassis (with the same specifications) to migrate over to, free of charge.

If you are looking to minimise downtime when architecting your solution, we can help with solutions in order to maximise the uptime and availability of the service and reduce the time to restore services in the event of a failure.

If you have any questions, please feel free to get in touch.

If hardware has failed on a collocated server, how and when the hardware is replaced will be up to you to dictate, within our standard processes.

There are two options. The first is to raise an access request ticket, so that you can come to the site and replace the faulty hardware yourself, while bringing your own replacement hardware. If your device is hosted within one of our ‘shared’ colocated racks, we would need to de-rack the device for you, so that you could perform this work in one of our build rooms. If you require access to one of your colocated devices / racks, please raise an access ticket through your MyServers control panel.

The second option would be to raise a remote hands request and have one of our technicians replace the faulty hardware for you. As we do not manage your hardware this work may be chargeable. If the work is chargeable, we would discuss this with you and agree on the cost before any work is carried out. We would also require you to send the replacement components to our data centre; to use to replace the faulty hardware. If you would like us to perform a remote hands task for you, please raise a ticket through your MyServers control panel, and we will happily discuss this process with you.

If you have any questions, please feel free to get in touch and we will be happy to help.

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.

We offer our client’s a KVMoIP session (often referred to as a KVM or virtual KVM) as a way of remotely accessing their servers; in a way which is independent of their hardware and software.

Our KVM devices act as a virtual Keyboard, mouse and monitor. The devices are attached to the USB and VGA ports of your server, as well as a switch port on one of our top of the rack switches, and replicate the access you would have if you were in the Data Centre, with a keyboard, mouse and monitor attached to the server.

KVMs are normally used as the first way in which clients can troubleshoot a server that is inaccessible. They can also be used to install your own operating system onto a server; or to perform work on a server which involves the server becoming inaccessible remotely. KVMs can be used to access an OS, which is not directly remotely accessible through the operating system, so that it and its configuration can be troubleshooted by the client. KVMs can also be used to confirm the current status of a server; to check for any hardware related issues or errors.

You can raise a KVMoIP request through your MyServers control panel; through the IS page, under support. Each client is allocated a certain amount of free KVMoIP sessions. If you run out of free sessions, KVMoIP sessions may be chargeable. Please see the section on requesting KVMoIP sessions for more details on this.

If you have any further questions about KVMoIP that is not answered by our FAQ page, please feel free to get in touch and we will be happy to help.

A KVMoIP session can be easily requested through your MyServers account.

To request a KVMoIP sessions, first log in to your account on the MyServers control panel. Once on your account, click on the My Servers tab.

Then click on the IS number of the server you wish to have the KVM attached to.

Now you are on the IS page for the device. Click on Support and then KVMoIP Request, on the right hand side of the page.

You will now be taken to the KVM request page. Here, you will see how many free KVM sessions you have left, how many other clients are currently waiting for a KVM, and the estimated time it will take for the session to be ready for you to access. If you have no free KVM sessions available, you will be charged a one of fee for this session. Once you are ready, press Request KVM Session.

The KVM request will now be sent to the local technicians to action.

You will receive an email once the KVM device has been setup and is ready for you to use. KVMs are normally set-up within half an hour of the request being made; however, it can sometimes take longer, based on our technicians work load, how many KVM devices are currently available at this site and how many other clients are in the queue. Please wait for the email saying your KVM is activated. Please also make sure you check your junk folder for this email. You can also keep an eye on the KVM request from the MyServers IS page.

If you have any more questions about our KVMoIP sessions, please look through our FAQ section for help, or raise a support ticket and a member of team will be happy to help.

Please be aware that we also offer remote management access packages (OOB access; such as iDRAC, IPMI and iLO) on most of our dedicated servers. These remote management systems provide you with permanent remote access, similar to our KVM sessions, which you can use at any time. It can also be used to monitor the health of your server. Please get in touch, via a ticket, if you wish to know more.

Once you have requested a KVM session (or we have done this on your behalf) and the local technicians have set-up the KVM device, you will receive an email to the email address associated with your account, which will contain the KVM’s access details. Please make sure you check your Junk folder for this email. You can also find the KVM’s access details for the KVM session on the server’s IS page.

Please note that once the KVM has been activated, the standard length of a KVM session is 4 hours. You now have 4 hours to use the KVM.

To access our KVM devices, you will first have to have VNC viewer downloaded and installed onto your home/work computer. You can find a link to the latest version of the VNC viewer software at the following address: http://95.154.206.51/

Open up the software once you have downloaded and installed VNC viewer. Now take the IP address for the KVM device, supplied in the email and on the IS page, and enter it into the search box/IP address box of VNC viewer and press enter.

Please note that the appearance of your version of the VNC viewer may differ from the version used in the screenshots above and below; however, the principles outlined in the steps in this FAQ are the same. Also, both the username and password change and are randomly generate each time a KVM session is setup, automatically. So the credentials in the images above and below no longer apply to any of our KVM devices.

You now should be presented with a window where you can enter the login details. Enter the Username and Password from the email into the window. Then press OK / Enter.

You will now be presented with a remote console window. In my example below, my remote console shows that my server (which has a Windows Operating System) is sat at the lock screen, as I would expect.

Please note that if there is something wrong with your server (such as a hardware error), you may be presented with BIOS or OS error messages. If there is a problem with your server that has caused it to completely crash, the KVM and server may not be responsive. If this is the case, you may need to raise a power-cycle request.

You can now use the KVM until the session expires (normally 4 hours after the session is activated). If you need longer, please get in touch and we can discuss extending the KVMoIP session for you. Please note, this may incur a fee.

If you have any more questions about our KVMoIP sessions, please look through our FAQ section for help, or raise a support ticket and a member of team will be happy to help.

Once the KVM device has been set-up and once you have logged into the KVM session using VNC viewer, you are able to use the VNC viewer window to control the KVM device. Our KVM devices replicate the access you would have to the server if you were at the server, with a monitor, keyboard and mouse attached. You can now use the KVM to work on your server.

While clicked onto the KVM’s VNC Viewer window, you can use your mouse and keyboard to issue commands, like you would on a normal computer. The only difference is that certain key commands may not work over KVM (like Ctrl+Alt+Delete), as these affect the computer you will be using VNC viewer on. When this is the case, you can use the command buttons on the VNC viewer window to issue these commands.

There are also some controls at the top of the window. The below table shows you what these controls do:

Please note that if there is a hardware or software error that has caused the server to crash, the KVM may not be responsive. You can raise a power-cycle request in MyServers to reboot the system, in an attempt to make the KVM and server responsive again. If you believe you need some hardware replaced or a re-install, please raise a ticket and we will be happy to help.

The KVM session will automatically become un-available after the session expires; typically after four hours. If you have finished using the KVM, the user and its credentials will be deleted after the session expires. If you require more time, you can either raise another KVM request after the session has ended, or you can raise a ticket on your MyServers account asking for the window to be extended. Please note, having a KVM session extended may incur a fee.

If you have any more questions about our KVMoIP sessions, please look through our FAQ section for help, or raise a support ticket and a member of team will be happy to help.

A power-cycle involves your device being hard powered off and then powered back on.

When a power-cycle request is raised against a device, one of our technicians or our automated system will remove the power going to your server; then, after a short period of time, the power will be restored to your server.

Power-cycles can fix some issues that servers encounter and is the first troubleshooting option we would suggest if you encounter a problem with your device.

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.

You can raise a power-cycle request through your MyServers control panel, under the device’s IS page, under the support section. Please see the “How can I get my server power-cycled?” section of the FAQ for more details.

If your device is a colocated device and there is a specific method for troubleshooting your server (e.g. do not hold the power button), please raise a ticket through the control panel, rather than requesting a power-cycle.

If you have any questions, please feel free to get in touch and we will be happy to help.

You can raise a power-cycle request through your MyServers control panel.

Once you have logged in to your account, locate the device’s IS page. A list of IS numbers can be found under the My Servers tab.

Once you are on the IS page, click Support and then Power Cycle on the right hand side of the page.

What the screen looks like now will depend on whether or not your device is hosted within our automated Bare Metal system or not. If it is, you will be presented with the option to Soft or Hard reboot your server. A hard reboot will completely remove the power to your server and then power it back on; while the soft reboot option will attempt to send a command to the device to reboot without powering off. If you server has crashed or is not responsive, we would suggest using a hard reboot. Click on the reboot type you require. If your server is not in our automated Bare Metal system, you can simply press Request Power Cycle.

Either a technician or our automated Bare Metal system will now power-cycle your machine; by removing the power going to your server; then, after a short period of time, restoring the power to your server (unless you requested a soft reboot). Please note that if your server is not hosted within the automated Bare Metal system, the power-cycle will completed when the next text becomes available.

If your device is a colocated device and there is a specific method for troubleshooting your server (e.g. do not hold the power button), please raise a ticket through the control panel, rather than requesting a power-cycle.

This can fix some issues that servers encounter and is the first troubleshooting option we would suggest if your server has encounter an issue.

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 have any questions, please feel free to get in touch and we will be happy to help.

If your Enterprise Cloud Server has encountered a problem, we would first suggest stopping and then starting the Virtual Machine, through our MyServers control panel.

This option can be found on the VS page. A list of VS/IS numbers belonging to your account can be found under the My Servers tab.

Once you are on the VS page, you will see the current status of the VM (e.g. Running and Halted) and the option to Stop/Start the VM. If you have encountered a problem with the VM, you can now press the Stop VM button, wait a minute or two for the VM to successfully stop, and then press Start VM to affectively power-cycle the VM.

Please note that there is always a risk of data-loss when stopping and restarting a VM. As a Managed Infrastructure Services provider, we are not responsible for any data-loss and the choice to start and stop the virtual machine must be your own.

If you are still experiencing issues after you have restarted the VM, please raise a ticket through the MyServers control panel, and a member of our team will be happy to help.

If you have any questions, please feel free to get in touch.

Yes; if you have encountered an issue with your server’s operating system and you wish for it to be reinstalled, we can perform this action for you.

If the server’s operating system was previously installed by us and you want the same operating system installed, we can perform the operating system re-install for a one of fee. Please raise a ticket and we will be happy to discuss this with you.

Please be aware that the server will not be available to you for the duration of the reinstall and the reinstall will lead to total data loss on the server. Also, we no longer install certain older version of operating systems (e.g. Windows Server 2008); so, if you do have one of these legacy operating systems, we may need to install a newer version of the operating system instead. If this is the case, we will discuss this with you before proceeding.

If the server’s operating system was previously installed by us but you now wish to change to a different operating system (which we do provide), or if we have not previously installed the operating system on this server before, we can still certainly perform this task for you.

However, there will be a one of fee for the work and there may be a change in the monthly cost of the server, depending on what OS you are changing to and from. If you request for a different operating system to be installed on your server than before, or if is this the first time we are installing an OS on this server, we will discuss and agree to the associated costs with you before taking any actions. Please raise a ticket and we will be happy to discuss this with you.

If you have any further questions, please let us know and we will be happy to help.

Yes, we are able to attach ISO files to your server for you, using a boot-able USB drive.

Please note, depending on the situation and your package, this may be chargeable work.

We would require you to provide us with a link to an ISO file for us to download, we would then download the file, and attach it to you server.

Alternatively, if you have OOB remote access to your server (e.g. iDRAC), you can use this to mount an ISO file onto your server without our intervention. Or you can ask us to install a default image of one of our supported operating systems onto your server. This would be chargeable work, however.

If you have any questions, please feel free to get in touch.