can't login into plesk - vps down again

[redfox]

my vps is down for 6hrs and I can't login into Plesk. Everytime my site goes down I get locked out of Plesk. That's no good, defeats the purpose of having a vps. This is the 2nd time today my site went down. my support ticket has not been answered please somebody help me. ticket #12715883

[JPC-Jawad]

Your ticket has been updated. Please followup in your ticket so that we can assist you.

[UserCBL]

Mine is down at the moment too: http://69.73.136.246:4643/ Is it worth creating a ticket or are they all down?

[JPC-Nasir]

Please login to your client area and open a support ticket as forums are not the formal platform to get assistance on critical issues.

[jason]

Mine is down at the moment too: http://69.73.136.246:4643/ Is it worth creating a ticket or are they all down?

There are too many factors that can lead to a site being "down" that it is impossible to give you a blanket answer to your question. Generally, when I can't connect to a site that I run I try the following:

1. Hit reload--sometimes it is just a temporary blip somewhere along the line and simply resending the request is all that is necessary to get through.
2. Check the network status page and see if anything is listed as being down on your server. For VPSes it will only show SSH, but if it shows as down your can pretty safely assume that the entire server is offline. When a service shows as down on the network status page you can assume that support is already aware of the problem and is working on it.
3. Try a traceroute (Windows: Start > Accessories > Command Prompt, then type tracert yourserver.com). This will show the hops your request is taking to get to the server and can tell you if the problem is with your server, with JPC's network, or somewhere between you and JPC.
4. Once I determine that the issue is not a routing problem, I'll try logging in to to the VPS via SSH and/or VZ and troubleshoot from there (assuming that it is my VPS where I'm having the problem). If you aren't familiar with your VPS's operating system you can skip this step and let support handle it.
5. Depending on what my troubleshooting reveals, if I can't easily fix the issue, I may try either rebooting the VPS or contacting support. If the issue is on my shared server then I'll simply contact support at this point because it is beyond anything I can handle myself.

This seems like a lot, but for the most part it only takes a couple minutes and allows you to create documentation of the problem (such as the output from the traceroute) that you can use to support your claim and prevent replies like "the server is up for me right now."

Good luck getting things back to normal.

--Jason

[UserCBL]

Thanks for that, I shall follow your advice next time it's down!