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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 Ch-center Cloud and VPS clients who have access to the Cloud Portal.

Connection Problems

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

For Linux:

Step One: Login to your Instance as the root user

Step Two: Type the command

ifconfig

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 ch-center.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.

For Windows:

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

ipconfig

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:

ping ch-center.com

This should get an output like this:

Ping statistics for 104.168.240.4:
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 Ch-center Managed Services. You can also reach us in Live Chat or by giving us a phone call.