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In this guide we will cover the troubleshooting steps of what to do in the situation that you are unable to access your VPS using remote desktop. The troubleshooting steps should be followed in order.

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Checking the VPS Power Status

The live power status of your VPS is available at anytime inside of the client area.

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Step 1) Access Services Page In Client Area

Cancellation1 Pn 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”.

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Step 2) Locate Power Status And Controls

Power1 Pn Locate the VPS Control Center section, and then check the live power status of your VPS. **Online Power status - **If the power status for your VPS is online, but you are unable to access it this is usually caused due to a problem with your connection or a Windows problem on the VPS. It is recommended to use the web browser access option to check the current status of the VPS. If the Windows screen is disabled like normal, then this likely points towards a connection problem between your local internet provider the VPS. You may reference the following steps: **Offline Power status - **If the power status for your VPS is offliine, you may click the “start” button to issue a start signal to the VPS. Allow 5 minutes for the VPS to come back online. Additionally, you may use the web browser access feature to view the live screen of the VPS to monitor it’s start up progress. If the start fails or the system does not boot into the Windows welcome screen as expected, please contact support.

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Checking VPS Via Web Browser

If the VPS is powered on but you are still unable to access it then it recommended to use the web browser access feature to investigate the matter.

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How To Access Your VPS in the Web Browser

A step by step guide for accessing your VPS from the browser can be found by clicking here If you find that the VPS is fully opereational (network connection, software running, etc) then this points to the problem being caused because there is a blockage between your internet service provider and the VPS.

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Troubleshooting Connection Problem Between Local ISP and VPS

If you find that the VPS is working as expected, but you are unable to access the service using remote desktop - please follow the steps below:

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Clear RDP Firewall Blocks

The VPS comes with a security firewall enable. If you have entered the wrong credentials to access your VPS, it is likely that your connection was blocked by the firewall. Clear2 Pn To resolve this problem, you may follow the guide here for clearing RDP blocks. Once the blocks have been cleared you may try connecting to the VPS again.

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Connect Using Different Network

In the event that you are still unable to connect to the VPS after clearing the RDP blocks, it is recommended to try connecting to the VPS from a different network connection (different WiFi name). Some network (especially business, work, school, or hotel) networks block the required remote desktop port to access the VPS. To troubleshoot this, we recommend connecting from a different network. If you are able to connect to the VPS from a different network, this means that the problem is with your internet service provider blocking your connection.

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Contact Support

If you are still unable to access the VPS, please contact support regarding the problem and we’ll be happy to assist you.
Please only open one support tickeet. Opening multiple support tickets, or replying to the same support ticket multiple times will slow down the support process. All support tickets are handled promptly with our 24/7/365 support team.