Introduction
There are several different scenarios that might cause server connection failure. In this article, we will troubleshoot the issue step by step. Listed below are the five most common causes.
- Overdue payment
- Server status is off
- Network issue
- Internal error
- Incorrect username/password
1 Overdue payment
Log in to your billing account at
https://clients.databasemart.com/ and check the package status of your server. The package will be suspended or canceled if the payment is overdue.
Please check the “Next Due Date” of your service in the billing system. If the payment is overdue, your service will be inactive.
Solution: Find the unpaid invoice in the billing system and pay for it. The server will be activated in 5-10 minutes.
Note: If the server is not running within 5-10minutes, please contact us by email or LiveChat.
2 Server status is off
Log in to your Control Panel /IPMI account to check your server status.
If your server status is off , please click the “Start” button to start your server. Your server will be up in 2-3 minutes.
Please refer to the following two articles to reboot your server via SolidCP control panel or IPMI.
Note: If the server is not running within 2-3minutes, please contact us by email or LiveChat.
3 Network issue
Check the network using Ping, Telnet, and Tracert command.
3.1 Ping server IP
If you get the result “Destination host unreachable” when you ping your server IP, it means the network configuration is incorrect.
If the ping request has timed out or worked, please continue using telnet command to test the RDP/SSH connection.
3.2 Telnet RDP/SSH port
We can use the Telnet command to test the RDP/SSH connection between your local PC and your server.
The default RDP port is 3389 and the SSH port is 22. If you get the “Connect failed” error, please
contact us for help.
If it works, please continue using Tracert command to detect network packet loss and delay from your local PC to your server.
3.3 Tracert server IP
Using the command “tracert IP” to check for connection delays between your local PC and VPS.
Tracert is an effective method to detect network packet loss and delay. Please
contact us with the result for further investigation.
4 Internal error(Windows server only)
If you get the Internal error as the below screenshot when you connect to your Windows server via RDP, please try rebooting your server via control panel/IPMI.
Please refer to the following two articles to reboot your server via SolidCP control panel or IPMI.
If you can connect to your server after rebooting, please change the RDP port to avoid this problem from happening again. Please refer to
How to Change Windows RDP Port to change the RDP port for your server.
If the server still can not be accessed after rebooting, please
contact us for help.
5 Incorrect username/password
If you get the “Your credentials did not work” error on Windows RDP or “Access deny” on a Linux server, please check if you entered the correct password. Make sure there are no spaces in your password.
The default username is “administrator” for Windows servers and Ubuntu servers.
For CentOS servers, the username is “root”.