Regaining access to your server or VPS

If you’re unable to reach your colocated server or VPS, here are your options.

Colocated Servers

  • Request that your server be power cycled : (Fast) (Volunteer Supported) Anyone on the IO Cooperative Operations team can assist you by power cycling your server. Open a support request using the email address that is associated with your member account. Request the server be power cycled. Note, we would like to enable direct member access to execute power cycles on servers they own but don’t currently have a method to provide the access control needed on the PDUs to accomplish this. If you wish to help with this please contact the IO Cooperative operations team to volunteer to help with the project.
    • Provide : Hostname of the server and datacenter that it’s colocated in.
  • Serial console into your server : (Instantaneous) (Free) If your server’s operating system support serial console connections and you’ve requested that your console port be configured, you can connect into the shared IO Cooperative console server at each datacenter and connect to your serial console port. If you don’t have this setup, please open a support ticket requesting that serial console access be configured for your server.
  • Have an IO Cooperative member go to the datacenter : (Slow) (Volunteer Supported) If you’re unable to get your server to recover using the remote power cycle or serial console, you can either go to the datacenter yourself (if you are approved to do so), go to the datacenter with an IO Cooperative member escort (if you are not yet approved to go to the datacenter alone), or ask an IO Cooperative member to go to the datacenter for you to help you resolve the server issue. The best way to set this up is to first, visit the IRC channel and ask if someone who lives or works near the datacenter can help you out. If IRC doesn’t get you a very quick response, email the IO Cooperative members mailing list asking if someone who lives or works near the datacenter can help you out.
    • Provide : Hostname of the server and datacenter that it’s colocated in.
  • Have datacenter employees provide hands and eyes on your server : (Fast) (Expensive) If your unable to find someone in the co-op to help you by going to the datacenter, you can have the IO Cooperative Ops team request hands and eyes support from a datacenter employee. Open a support ticket with IO Cooperative requesting that a datacenter hands and eyes support ticket be opened.
    • Provide : Hostname of the server and datacenter that it’s colocated in.
    • Once the issue is resolved the datacenter will charge IO Cooperative who will in turn issue an invoice to you for the hands and eyes support charge. The rates are as follows
      • SCL : Santa Clara, CA : Telx : 220$/hour with a 1 hour minimum
      • MSP : Minneapolis, MN : Honeycomb : 165$/hour with a 15 minute minimum

Virtual Private Servers (VPS)

  • Reboot your VPS using the Control and Command interface : (Instantaneous) (Free)
  • VNC into your VPS’s console using the Control and Command interface : (Instantaneous) (Free)
  • Have the IO Cooperative Operations team troubleshoot your VPS issue directly : (Fast) (Volunteer Supported) If you’re unable to reboot or VNC into your VPS server, open a support ticket indicating what you’ve tried and what isn’t working. An IO Cooperative operations team member will connect to the VPS host systems to troubleshoot the issue.
    • Provide : Hostname of the server and datacenter that it’s located in.
Last updated: 2014-11-09 07:58:59 by ops