Skip to main content

Troubleshooting

The server is unreachable.​

Check, in order:

  1. Server status in the panel: if it is off, power it on; if it is suspended, see My service was suspended.
  2. Wallet balance: hourly servers are suspended when the balance goes negative.
  3. Console: use the VNC console (or the cloud server console) to see whether the server booted. If it doesn't boot, use rescue mode.
  4. Firewall: if the server works from the console but not from outside, check the panel firewall and the firewall inside the operating system.
  5. Filtered IP: if the server is reachable from outside Iran but not from Iran, see The server's IP is filtered in Iran.
note

While a data center has an outage, actions on its servers (power, reinstall, IP change and so on) are refused for the time being, and no suspended server in that data center is deleted during it.

If the problem remains, open a ticket in the "Support" department and select the service in the form.

SSH won't connect.​

  • Open port 22 for your IP in the panel firewall. If you closed it by mistake, log in through the console and fix it. Firewall
  • If you created the server with an SSH key, password login over SSH is disabled; connect with that key.
  • The user is root; copy the IP from the server page.
  • If you get "Connection timed out" but it works from another internet connection, the IP is probably filtered on your network.
  • After an IP change or reinstall, your computer keeps the server's old host key and SSH warns you; remove it with ssh-keygen -R SERVER-IP.

How do I use rescue mode?​

  1. On the server page press "Rescue mode". The temporary system's password is shown only once; save it.
  2. Log in to the temporary system over SSH or the console with that password. The server's main disk is attached but not mounted; find it with lsblk, mount it and fix the problem.
  3. When done, press "Exit rescue" so the server boots from its own disk.
note
  • Rescue mode does not change the server's own root password.
  • Rescue mode is not supported in every data center; the panel tells you when it isn't.

Rescue mode on VPS · Rescue mode on cloud

I forgot the server password.​

  • VPS: in the "Service details" tab, press "Reset root password".
  • Cloud server: in the "Settings" tab, press "Reset root password" (or use the API action reset_password). Cloud API
  • If the reset doesn't work, enter rescue mode, mount the main disk and change the password with passwd inside a chroot.

The server's IP is filtered in Iran.​

  • In data centers that offer it, use "Change IP"; that data center's rules are shown at the top of the change page. Changing the IP
  • Whether the new IP is filtered cannot be checked before it is assigned, neither by us nor from your internet connection; it only shows once it is live on your server.
  • A MikroTik or Windows server may not pick up the new IP automatically; set it from the console or turn on DHCP.
caution

Don't delete and recreate servers to hunt for a clean IP: server creation is capped per 24 hours, and deleting a server less than 60 minutes after creating it carries a stepped minimum charge. Early deletion

My balance dropped more than I expected.​

See each charge under "Transactions" and per-resource usage in the bill details. Common reasons:

  • A powered-off server is still billed; only deleting it stops the charge.
  • After deleting a cloud server, its snapshots, separate volumes and floating and elastic IPs remain and are billed.
  • Automatic backups add 20% of the server cost.
  • Every server pays at least the plan's minimum usage, and an early deletion has a higher minimum.
  • Paid IP changes and SMS notifications (if the SMS channel is on) cost money.
  • Auto-renewal of hosting or domains.

My service was suspended.​

See the reason on the service page:

ReasonFix
Negative balanceTop up. Once no wallet is negative, the server is reactivated automatically. The server is kept only for a limited time (at most 24 hours) and then deleted. Details
Identity not verifiedComplete identity verification; all services are released automatically.
Shahkar registrationRegister the IP in Shahkar.
Monthly traffic used upIn data centers with a traffic cap, it is released automatically when the next period starts.
Abuse reportFix the problem and reply in the Abuse center.
Hosting period endedRenew the hosting; it is deleted 15 days after the suspension. Hosting

The SMS verification code doesn't arrive.​

  • When the countdown ends, press "resend code" and check the number.
  • Sign in with an authenticator app or passkey if you have set one up.
  • During an SMS outage the sign-in page shows a button that sends the code through an alternative route.

Arianet emails don't reach me.​

  • Check your Spam or Promotions folder.
  • Check the email address in your profile.
  • In notification settings, turn on the email channel for that event. Telegram is another free channel.

The bank gateway won't open, or my payment wasn't recorded.​

  • Turn off your VPN; Iranian bank gateways only open from an Iranian IP.
  • If money left your account but the balance did not go up, the bank returns it within 72 hours; if not, open a ticket with the tracking number.