Troubleshooting Dedicated Servers and Bare Metal Servers
Fehler identifizieren und beheben, wenn der Server ausfällt
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This article explains how to gather information about your system and possible sources of error if your Dedicated Server or Bare Metal Server fails.
Notes
If you have network problems with your server, IONOS Customer Support may ask you to run the MTR diagnostic tool to collect further information. MTR (My Traceroute) combines the ping and traceroute tools. For instructions on installing MTR and running tests, see the following article: Using MTR for network diagnostics
When troubleshooting network latency issues, we first ask you to check your server for configuration issues, updates, plugins, custom program code, and other settings. For instructions on collecting the information that IONOS Customer Support needs for troubleshooting, see the following article: Required information for network tickets
For information on how to identify a defective hard drive on a Dedicated Server or Bare Metal Server with software or hardware RAID and how to prepare the server for replacing the defective drive, see the following articles:
Diagnose and Replace a Defective Hard Drive (Windows Dedicated Server with Software RAID)
Diagnose and Replace a Defective Hard Drive (Windows Dedicated Server with Hardware Raid)
If your Dedicated Server or Bare Metal Server can no longer be reached, first try to rule out possible sources of error step by step so that you can identify and fix the cause as quickly as possible. To do this, complete the following:
Restart the server and check the connection
Restart the server. For instructions, see the following article: Restarting the server (Dedicated Server)
Note
Depending on the operating system and the server configuration, this process can take up to 10 minutes.
Check whether you can connect to the server using SSH (Linux) or Remote Desktop (Microsoft Windows Server). For more information, see the following articles:
Connecting to Linux Server via SSH
Connecting to a Windows server with Remote Desktop Connection
Note
If you receive a message that the password is incorrect, check the login details and, if necessary, reset the root password (Linux) or the administrator password (Microsoft Windows).
For more information about the administrator password, see the following article: Resetting the Administrator password using the Windows Rescue System (Windows Dedicated Servers)
For more information about the root password, see the following articles:
Check the log files
If you can connect to your server, check your server's log files. When troubleshooting, also consider any updates and configuration changes that may have been made recently. For more information, see the following article: Checking your server's log files
If you cannot connect to your server, continue with the next step.
Check the firewall policy and firewall rules
In the Cloud Panel, check which firewall policy is assigned to the server in the Infrastructure > Servers section.
Then check in the Network > Firewall Policies section whether the required ports have been opened in the assigned firewall policy. If necessary, assign the correct firewall policy to the server or create the required port rules in the assigned firewall policy (for example, port 22 for SSH or port 3389 for Remote Desktop).
Try again to connect to the server via SSH (Linux) or Remote Desktop (Microsoft Windows Server).
Perform a port scan
If you still cannot connect to the server after checking and, if necessary, adjusting the firewall policy in the Cloud Panel, perform a port scan. Check whether port 22 (Linux) or port 3389 (Microsoft Windows) is open.
To perform a port scan, enter the appropriate command on your local computer in the terminal (Linux) or in PowerShell (Microsoft Windows):
Linux
nc -v SERVER_IP_ADDRESS PORT_NUMBER
Example:
[root@localhost ~]# nc -v 192.168.1.1 22
Microsoft Windows
Test-NetConnection SERVER_IP_ADDRESS -Port PORT_NUMBER
Example:
Test-NetConnection 192.168.1.1 -Port 3389
Note
If the required ports are still blocked after you have checked and, if necessary, adjusted the firewall policies, you need to check the firewall settings in your operating system.
Boot into the Rescue System and check the server configuration
If you cannot connect to the server, boot the server into the Linux or Windows Rescue System and then log in to the server using the VNC console. Then check the firewall configuration and your network settings. For more information about the Linux and Windows Rescue Systems, see the following articles:
Booting Dedicated Servers and Bare Metal Servers into the Linux rescue system
Booting a Dedicated Server to the Windows Rescue System
The most important commands you need to check the network configuration and the firewall configuration are listed in the following article:
Additional information
For more information, see the following articles:
Working with the Linux Rescue System (Hardware RAID)
Working with the Linux Rescue System (Software RAID)
Using the Windows Rescue System on a Dedicated Server
Repairing a damaged file system using Check Disk in the Windows Rescue System (Dedicated Server)
Note
If your server cannot boot into the Rescue System or you have problems troubleshooting, please contact your personal consultant. You can find the contact details on the following page: IONOS Customer Support