In this guide we will cover the troubleshooting steps for when you are unable to access your VPS using remote desktop. Follow the steps in order.
Step 1: Check VPS Power Status
The live power status of your VPS is available at anytime inside of the client area.
Access Services Page
Visit the “My Products & Services” page, and find the specific service that you are not able to access. Click on the three dots to the right side, and then click “View Details”.Locate Power Status
Locate the VPS Control Center section and check the live power status of your VPS.
Step 2: Check VPS Via Web Browser
If the VPS is powered on but you still cannot connect via remote desktop, use the web browser access feature to investigate.
If you find that the VPS is fully operational (network connected, software running, etc.), then the problem is likely a blockage between your internet service provider and the VPS. Continue to Step 3.
Step 3: Troubleshoot Connection Issues
Clear RDP Firewall Blocks
The VPS comes with a security firewall enabled. If you have entered the wrong credentials, it is likely that your connection was blocked by the firewall.
Follow the guide for clearing RDP blocks, then try connecting again.
Try a Different Network
If you are still unable to connect after clearing the RDP blocks, try connecting from a different network (different WiFi).
Some networks — especially business, work, school, or hotel networks — block the required remote desktop port. If you can connect from a different network, this confirms your ISP or local network is blocking the connection.
If you are still unable to access the VPS after following the steps above, please contact support and we’ll be happy to assist you.
Please only open one support ticket. Opening multiple tickets or replying to the same ticket multiple times will slow down the support process. All tickets are handled promptly by our 24/7/365 support team.
