Troubleshooting Steps If your Instance is not accessible
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Last updated
Last updated
You might encounter difficulties when the cloud instance becomes inaccessible. It is crucial to diagnose the problem causing these issues and attempt to resolve it.
In this article, we will outline a set of troubleshooting steps commonly taken by administrators when an instance becomes inaccessible. You can use these steps as a reference to identify and rectify the problem, ensuring that your server is operational and accessible again.
Before proceeding with any troubleshooting steps, the first action is to verify the instance status by attempting to ping and SSH/RDP (Remote Desktop Protocol) into the instance. If you can successfully access your server using these methods and only your site or service is not accessible, the problem is likely at the service level.
In such cases, the issue may be specific to the application or service running on the server rather than the server itself.
Ping is a network utility used to test the reachability and responsiveness of a host or network device on an Internet Protocol (IP) network, such as the Internet or a local area network (LAN). It is a common and simple tool to check the connectivity and latency between the sender (usually a computer) and the target (another computer or network device).
You can verify this with the below command
ping xx.xx.xx.xx
Replace xx.xx.xx.xx with your server IP in the above command.
If you are able to reach the network, You will get similar output to as below
The above output represents that your instance is up and the packet is being transmitted.
If you have disabled ping ICMP on your server, Then you will not be able ping the server even though the server might be up and accessible.
SSH protocol (also called Secure Shell) is a method for secure remote login from one computer to another. If you are using a Linux server, You can SSH to your server and verify whether you are able to access your server. Please refer below command
In the above command, replace the user with the actual user of your cloud instance and replace xx.xx.xx.xx with your instance public IP.
Remote Desktop Protocol (RDP) is a proprietary protocol developed by Microsoft that allows users to access and control a computer or virtual machine (host) remotely over a network.
It is available on Windows cloud Instances and supported by various RDP clients.
Insert available access details of your instance
Please Use RDP port after ip address if you have changed RDP port from Server.
If your instance is not accessible after verifying it using the ping and SSH methods, the next step is to check the state of your instance in the NeevCloud account portal. Ensure that it is in the "Running" state. Sometimes, due to high utilization or other issues, your node might have gone into a "Power off" state. In such cases, you need to power on your instance and take the necessary actions to avoid high utilization or check the service logs for any potential issues. Addressing these factors will help restore accessibility to your instance and ensure it functions smoothly.
If you encounter login issues and cannot access your instance, it is possible that the instance is facing memory or CPU-related problems, leading to a crash. In such cases, you can attempt to resolve the issue by rebooting the instance from the NeevCloud Account Portal.
To do this, go to the NeevCloud Account Portal, locate the specific instance, and click on the "Reboot" button. This action will initiate a restart of your compute instance. Please note that the reboot process may take a few minutes to complete.
Rebooting the instance can help address memory or CPU-related problems and potentially restore accessibility to your instance, allowing you to log in and resume your work.
The VNC console is a valuable feature that offers direct access to your nodes, even in situations where your regular settings may not be accessible. It becomes particularly useful when encountering issues like out-of-memory situations or service/application-level problems that render the server inaccessible through standard methods.
With the VNC console, you can log in to the server and regain control, allowing you to revert any bad settings that might be causing the problem. This direct access helps in troubleshooting and resolving issues more effectively. When faced with node-related errors, the VNC console enables you to check the exact error messages and take appropriate actions to address them promptly.
Checking the ping to the server and a standard site like Google or Facebook is a common troubleshooting step to diagnose network connectivity issues. If you observe packet losses in both networks, it is likely that there is a local network issue.
Packet losses occur when data packets sent between your computer and the destination (server, Google, or Facebook) do not reach their intended destination or do not receive a response. This can be caused by various factors, such as network congestion, hardware problems, misconfigurations, or firewall settings.
If you are experiencing packet losses specifically on your instance at NeevCloud while other sites are working fine (with no packet losses on ping), the issue may be related to instance slowness or a network problem. To investigate and diagnose the problem further, please provide us with a ping report to your site and google.com run in parallel, as well as a traceroute to your server.
In the command prompt or terminal, run the following command to perform a traceroute to your server:
traceroute your_instance_ip_or_domain
