If you are experiencing difficulties connecting to your server, please review the common scenarios and solutions below.

1. Operating System Reinstallation (Password Issues)

If you have just initiated a system reinstallation, please note the following:

  • Wait for Completion: The system takes time to install. You must wait for the installation process to finish completely.
  • Refresh the Page: Once the installation is complete, you may need to refresh your browser page to view the new root password.
  • Best Practice: We highly recommend manually copying and saving the new password displayed on the confirmation screen before you confirm the reinstallation task.
2. Unable to Connect via VNC

If the VNC console fails to open or connects but shows a black screen/disconnects immediately, the issue is often related to your local environment:

  • Browser Recommendation: Please use the Google Chrome browser on a Desktop or Laptop. Mobile browsers often lack the necessary compatibility.
  • Disable Proxies: Please turn off any VPN or Proxy software. These tools often interfere with the WebSocket connection required for VNC to function correctly.
3. Unable to Connect via SSH

If your SSH client (e.g., PuTTY, Terminal) cannot connect, please follow these steps:

  1. Verify Credentials: Double-check that you are using the correct IP address, Username (usually root), and Password. Ensure there are no extra spaces when pasting.
  2. Use VNC Console: If SSH fails, log in to the server using the VNC Console (ensuring you follow the browser/network advice above). VNC allows you to access the server even when SSH is down.
  3. Check SSH Status: Once logged in via VNC:
    • Check if the SSH service is running.
    • Attempt to restart the SSH service using the command line (e.g., systemctl restart sshd).
Still Need Help?

If you still need help, submit a ticket through the Client Portal. Support hours are 09:00 to 18:00 Malaysia Time every day, the same time as Beijing. Tickets are handled within 6 hours during support hours and within 24 hours at other times. A rotating technical team monitors the network around the clock.

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