This guide is about figuring out if the connection trouble to your instance is from the instance or your local internet. This article is intended to for Hostwinds Cloud and VPS clients who have access to the Cloud Portal.
If you’re getting a connection error before you’re getting to the login screen of your instance then we need to check if the instance is receiving a network connection. We can do this by:
Step One: Login to your Client Area
Step Two: Go to the Cloud Control and select Cloud Portal
Step Three: Then select the instance that is having the issue by clicking the blue Server Name link
Step Four: Next select the blue Actions button
Step Five: Click the Get VNC option
Popups need to be allowed
Step Six: Click the blue here link to connect to the instance
Now if you still can not connect to the instance our Support Technicians will need to look into the cause of this and a ticket will need to be opened.
Troubleshoot a Local Network Connection
Step One: Login to your Instance as the root user
Step Two: Type the command
Step Three: Check if there is an eth0: it should look something like this on the next couple lines:
"eth0: flags=4163<UP,BROADCAST,RUNNING,MULTICAST> mtu 1500" "inet 11.222.333.444 netmask 255.255.255.0 broadcast 11.222.333.444" (this is your IPv4 IP)
If you see that then your instance does have its network connection. You can then verify it with a quick ping test:
ping -c 4 hostwinds.com
If you get an output like this :
--- hostwinds.com ping statistics --- 4 packets transmitted, 4 received, 0% packet loss, time 3002ms rtt min/avg/max/mdev = 0.383/1.725/5.648/2.265 ms
If you’re not receiving any packet loss, then your instance is connected to the network and it may be an issue with your local ISP. Some basic network troubleshooting can be done to check your local internet to and make sure you can reach the instance by running a traceroute. We have a guide on how to do this here.
Step One: Login to your administrator account
Step Two: Open your command prompt by pressing “Windows key+r” and typing in cmd
Step Three: Type in the command
Step Four: There should be an output similar to this:
Ethernet adapter Ethernet:
Connection-specific DNS Suffix . : Link-local IPv6 Address . . . . . : ffff::1111:2222:bbbb:1234 (This is your IPv6 address) IPv4 Address. . . . . . . . . . . : 111.222.333.444 (this is your IPv4 address) Subnet Mask . . . . . . . . . . . : 255.255.255.0 (This is your subnet mask) Default Gateway . . . . . . . . . : 111.222.000.1 (this is the default gateway)
If you get an output similar to the output above, then you have a internet connection and you can check it with this command:
This should get an output like this:
Ping statistics for 220.127.116.11: Packets: Sent = 4, Received = 4, Lost = 0 (0% loss), Approximate round trip times in milli-seconds: Minimum = 0ms, Maximum = 0ms, Average = 0ms
Please contact our support team by opening a ticket if you need any further assistance and have Hostwinds Managed Services. You can also reach us in Live Chat or by giving us a phone call.