Troubleshooting and support

If you cannot connect to a server, first check its deployment and power state in the cloud console. Also check system status for a reported incident.

Check the connection

Confirm the server's IP address, login username, and port. Use the password set during deployment, or the current password if you changed it. For SSH keys, use the private key matching a public key installed for that user.

• SSH troubleshooting covers timeouts, refused connections, and authentication errors.
• Remote Desktop troubleshooting covers connection failures and rejected credentials.
• Remote console access lets you inspect the boot screen when the operating system's networking is unavailable.
• Metrics helps investigate traffic changes and hardware readings; Security scans explains exposed-service findings and rescans.

Serverside.com does not retain your deployment password or your SSH private key. If you have lost access, ask support about recovery options before reinstalling. Deployment wipes the server's disks.

Contact support

Open Support in the cloud console, or email tech@serverside.com.

Include:

• The server name and identifier, or the invoice number for a billing issue.
• What you were trying to do and the exact error message.
• When the problem occurred, including your time zone.
• Your client operating system and any recent changes to the server or network.
• For deployment failures, the last stage and operation details shown in Activity.

Attach a cropped screenshot if it helps explain the problem. Hide passwords, private keys, API keys, session URLs, and unrelated account information before sending it.