# Server Troubleshooting

Source: https://support.kapsulehost.com/en-us/cloud-servers-troubleshooting

This guide covers the most common server problems and what to do about each one: you cannot sign in, the server does not respond, a site is unreachable, a disk is full, or KPanel shows a message you do not recognise.

## First Checks

1. Open the server in KPanel and look at its status at the top of the page: **Running**, **Stopped**, **Setting Up**, **Rebuilding**, **Needs Attention**, **Deleting** or **Deleted**.
2. Open the **Activity** tab to see the last changes made to the server, who made them and when.
3. Check the graphs on the **Overview** tab for CPU, memory, disk and network over the last hour or day.

Most problems become clear from these three.

## I Cannot Sign In by SSH

At launch there is no browser console, so SSH is the way in.

- **"Permission denied (publickey)".** Your SSH client is not offering the key that is on the server. Use `ssh -i ~/.ssh/id_ed25519 root@<ip>` with the key you added when you ordered. A key you added on the **SSH Keys** page after ordering is not on this server.
- **Lost your key or password.** Open the **Rescue** tab and click **Reset Root Password**, where your server supports it. Or use rescue mode to add your key back. See [Rescue Mode](https://support.kapsulehost.com/en-us/cloud-servers-rescue).
- **The connection times out.** Check the **Firewall** tab still allows SSH on port 22, then click **Apply Rules**. See [Server Firewall](https://support.kapsulehost.com/en-us/cloud-servers-firewall).
- **The fingerprint changed warning.** Expected after a rebuild. Remove the old entry with `ssh-keygen -R <ip>` and connect again.

See [Connecting to Your Server by SSH](https://support.kapsulehost.com/en-us/cloud-servers-ssh-connect).

## The Server Does Not Respond

1. Click **Reboot** at the top of the server's page. Wait two minutes.
2. If it is still not answering, click **Power Off**, then **Start**.
3. On a Metal server, use **Hard Reset** on the **Hardware** tab.
4. If it still does not start, turn on [Rescue Mode](https://support.kapsulehost.com/en-us/cloud-servers-rescue) and check its disk and logs.

See [Power On, Off and Restart](https://support.kapsulehost.com/en-us/cloud-servers-power).

## My Website or App Is Unreachable

- Check the server is **Running**.
- Check the **Firewall** tab allows the port, for example 80 and 443 for a website. The **Web** template sets these.
- Check the program is running inside the server, for example `systemctl status nginx`.
- Check your domain's DNS points at the server's IP address.

## The Disk Is Full

Programs and databases can stop working when the disk fills up.

- Find what is using space with `df -h` and `du -sh /var/* | sort -h`.
- Clear old logs, caches and backups you no longer need.
- Add a [Block Volume](https://support.kapsulehost.com/en-us/cloud-servers-storage), or [resize](https://support.kapsulehost.com/en-us/cloud-servers-resize) to a size with more disk.

Storage Cores servers have a **Storage** tab that shows how full the disk is and warns you from 80%.

## The Server Will Not Start

**"This server cannot be started while its billing is stopped. Check Billing, then try again."** Open **Billing** and pay any unpaid invoice, then start the server.

**"Start this server from the GPU panel so its credit check runs."** On an hourly GPU server, use **Start Server** on the **GPU** tab. See [Hourly GPU and Credits](https://support.kapsulehost.com/en-us/cloud-servers-gpu).

**"There are not enough credits to start this server."** Add credit, then try again.

## Messages You Might See

| Message | What to do |
|---|---|
| "The server is busy with another change. Try again in a minute." | Wait for the current change to finish. |
| "Too many requests. Wait a minute and try again." | Wait a minute, then try once. |
| "The server is still being set up." | Wait until the status shows **Running**. |
| "Confirm it is you, then try again." | Click again and finish the sign-in check. |
| "Your role can view this server but cannot change it." | Only the Owner and Admin roles can change servers. Ask the account owner. |
| "This action is not available for this server right now." | The server cannot do this yet. Try later or ask us. |
| "The change is taking longer than expected. Check back in a few minutes." | The change is still running. Reload the page later. |

## A Tab or Button Is Missing

A tab or button only shows when that server can actually do it. If you do not see **Rescue**, **Volumes** or another tab, your server does not offer it. That is not an error. The **Billing** role does not see the server sections at all.

## The Server Shows Needs Attention

Something went wrong, for example during a build. Our team is alerted. Open a ticket from **Support** with the server name if it does not clear.

## Still Stuck

Ask Kora in KPanel, or open a ticket from **Support** with the server name, what you were doing, and any message you saw. If you do not have a system administrator, see [Managed and Unmanaged Servers](https://support.kapsulehost.com/en-us/cloud-servers-managed-vs-unmanaged).

## Related Articles

- [Connecting to Your Server by SSH](https://support.kapsulehost.com/en-us/cloud-servers-ssh-connect)
- [Rescue Mode](https://support.kapsulehost.com/en-us/cloud-servers-rescue)
- [Server Firewall](https://support.kapsulehost.com/en-us/cloud-servers-firewall)
- [Power On, Off and Restart](https://support.kapsulehost.com/en-us/cloud-servers-power)
- [Block Volumes](https://support.kapsulehost.com/en-us/cloud-servers-storage)