Troubleshooting

This article discusses some common troubleshooting scenarios and steps to resolve the issues.

Blue Light Tech

Troubleshooting Scenarios

Following scenarios are covered in the article:

The following table lists the scenarios, causes, and resolutions.

VPS becomes slow or unresponsive

Possible Causes Resolution

VPS is not powered on

You can power on and off your VPS like a normal system. Verify that your VPS is powered on by performing the following steps:

  1. Log in to the console from the Customer Portal.
  2. Check the status of your VPS.
  3. Power it on, if it is powered off.
  4. Try accessing your VPS now.

If it is still not responding, proceed to the next resolution.

VPS is not connected to Internet

VPS must be connected to the Internet and be able to respond to the packets. To check the connectivity, you must ping the system.

Perform the following:

  1. Open the terminal application on your system.
  2. Run the command ping <IP address> .
    Replace <IP address> with the IP address of your VPS.

    If you get a success message, your VPS is connected to the Internet.

    If you get a failed message, then VPS is not connected to the Internet.

Proceed to the next resolution.

Check Network Issues

Connection to your VPS can vary if you are experiencing network issues. By tracing the routes of packages with traceroute programs, you can diagnose whether your personal network connection may be experiencing a fault. Most of these problems are resolved by your providers within 24 hours. If the problem persists, contact your Network Administrator or Internet Service Provider to get the network issues resolved.

If it is still not responding, proceed to the next resolution.

Virtual machine Disk is full

If the disk of your VPS system is full or near to full, then the performance can degrade. It is recommended to clear unwanted data and keep enough disk space for effective performance.

Perform the following:

  1. Open a terminal and run the command sudo egrep --color ‘Mem’ /proc/meminfo .
  2. Check the output to determine the disk capacity and usage.
  3. If you see that more than 80% of disk is being used, clear the temporary files, cached data, logs, and other not required programs.
  4. It may be that your project simply requires more storage space. Upgrading to the next package in your customer portal will provide you with more space.

If it is still not responding, proceed to the next resolution.

Disk Input/Output (I/O) bottleneck

This occurs when the input load is high and the processor has to wait for some time to process the output. This will slow down the processor and response time can increase. To check if there is a bottleneck, perform the following:

  1. Open a terminal and log in to the VPS through SSH.
  2. Access the monitoring utility (top) and examine the I/O wait percentage value.
    If the value is greater than zero (0), then there is a bottleneck.
  3. Verify that there is enough free memory on the server to be used as temporary swap space, and check the value again.

If it is still not responding, contact your VPS provider.

Hosted Website is not loading

Possible Causes Resolution

VPS is slow or unresponsive

Perform the Resolution steps for VPS becomes slow or Unresponsive .

If it is still not responding, proceed to the next resolution.

DNS records are not added

The DNS must be pointing to the VPS and the DNS records must be added for the domain.

Add the DNS records and wait for 24 hours. Try to access the website again.

If it is still not responding, proceed to the next resolution.

Web Server is not running

The web server may not have been started or has crashed. Perform the following steps:

  1. Open a terminal and log in to the VPS using SSH.
  2. Run the command sudo service <web server name> status .
    Replace <web server name> with the name of your web server. If you are using Apache, use apache2 .
    Terminal displays the status of the server.
  3. Start the server, if it is not running.
    To start Apache server, run the command sudo service apache2 start .

If it is still not responding, proceed to the next resolution.

Database is not running

The database server may not have been started or has crashed. Perform the following steps:

  1. Open a terminal and log in to the VPS using SSH.
  2. Run the command sudo service <database server name> status .
    Replace <database server name> with the name of your database server. If you are using MySQL, use mysql .
    Terminal displays the status of the server.
  3. Start the database, if it is not running.
    To start MySQL server, run the command sudo service mysql start .

If it is still not responding, proceed to the next resolution.

Ports are blocked

To access applications and web pages, certain ports should be enabled on the system. For web applications, ports 80 and 443 must be enabled. Enable the ports and try accessing the website again. (Remember that the ports will need to be forwarded through the network section of the customer portal too.). To check whether your ports are open correctly, you can use a port-checker such as http://www.yougetsignal.com/tools/open-ports/

If it is still not responding, proceed to the next resolution.

Files are not in the correct directory

A web server looks for files in a specified default location. Apache looks at the location /usr/local/apache2 . If the files are not at the correct location, move them to the correct location and try accessing the web page again.

If it is still not responding, proceed to the next resolution.

Virtual Hosts are not configured correctly

If you are hosting multiple websites on your VPS, verify that the virtual host configuration files are configured properly.

If it is still not responding, proceed to the next resolution.

IP Address is newly added

If the IP address is newly added for the SSL Certificate, reboot the server.  Rebooting activates the IP address. Check if you have also configured a Virtual Host for the IP address.

Not able to Connect to VPS through SSH or FTP

Possible Causes Resolution

VPS is slow or unresponsive

Perform the Resolution steps for VPS becomes slow or Unresponsive .

If it is still not responding, proceed to the next resolution.

Telnet and/or FTP are disabled

By default, Telnet and FTP may be disabled on your VPS. It is recommended to use SSH.  Check if SSH is disabled.

If it is still not responding, proceed to the next resolution.

Port is blocked

Often SSH and SFTP protocols operate over the port 22. Check if the port is blocked. If blocked, enable it and try connecting through SSH again. (Remember you may need to open the port through the networking tab of the customer portal too.)


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