Troubleshooting Server Connection issues via RDP/SSH


There are several different scenarios that might cause server connection failure. In this article, we will troubleshoot the issue step by step. Listed below are the five most common causes.

• Overdue payment
• Server status is off
• Network issue
• Internal error
• Incorrect username/password

1. Overdue payment

Log in to the control panel and check the package status of your server. The package will be suspended or canceled if the payment is overdue.

Please check the status of your service in the control panel. If the payment is overdue, your service will be inactive.


If your service is suspended, you can click the Renew button to pay for unpaid invoices. With the invoice paid, the server will be activated in 5-10 minutes.
If your service is canceled, please visit the cancelled package list to see if you can restore it. If the restoration can be taken, please refer to the guide how to restore a product.

Note: If the server is not running within 5-10 minutes, please contact us by ticket or LiveChat.

To avoid overdue payment, it's suggested to enable auto-charge or set up PayPal Subscription. If you need guidance on the topic, please refer to steps to enable auto-charge or set up PayPal Subscription.

2. Server status is off

Log in to your Control Panel to check your server status.

Server status - shut off
Server status - pause

If your server status is off, please click the button in the Action column to start or resume your server. Your server will be up in 2-3 minutes.

Note: If the server is not running within 2-3minutes, please contact us by email or LiveChat.

3. Network issue

Check the network using Ping, Telnet, and Tracert command.

3.1 Ping server IP

If you get the result “Destination host unreachable” when you ping your server IP, it means the network configuration is incorrect. Please contact us to check your network.

ping IP

If the ping request has timed out or worked, please continue using telnet command to test the RDP/SSH connection.

3.2 Telnet RDP/SSH port

We can use the Telnet command to test the RDP/SSH connection between your local PC and your server. The default RDP port is 3389 and the SSH port is 22. If you get the “Connect failed” error, please contact us for help.

tracert IP

If it works, please continue using Tracert command to detect network packet loss and delay from your local PC to your server.

3.3 Tracert server IP

Using the command “tracert IP” to check for connection delays between your local PC and VPS.

tracert IP

Tracert is an effective method to detect network packet loss and delay. Please contact us with the result for further investigation.

4. Internal error(Windows server only)

If you get the Internal error as the below screenshot when you connect to your Windows server via RDP, please try rebooting your server via control panel.

Please refer to the following article to reboot your server via control panel.
How to manage your server.

tracert IP

If you can connect to your server after rebooting, please change the RDP port to avoid this problem from happening again. Please refer to How to Change Windows RDP Port to change the RDP port for your server. If the server still can not be accessed after rebooting, please contact us for help.

5. Incorrect username/password

If you get the “Your credentials did not work” error on Windows RDP or “Access deny” on a Linux server, please check if you entered the correct password. Make sure there are no spaces in your password. The default username is “administrator” for Windows servers and Ubuntu servers. For CentOS servers, the username is “root”.

ssh login
windows login