If you're unable to access your server, follow the steps below. These checks will help you quickly identify whether the issue is local, network-related, or server-side.

You can also follow along with this video guide: How to get your server back online.

1. Check your server status

Before troubleshooting, confirm your server is actually running.

1. Log in to the Customer Panel
2. Go to Servers & Hosting
3. Select the corresponding server
4. Check that your server shows a "Running" status.

If the status is "Offline"/"Stopped": Click the Start button under Quick Action. If that doesn't help, please contact support.

Status is "Running" but you still can't connect? A "Running" status only means the server is powered on - it does not guarantee the network, your firewall, or your remote-access service is working. Continue with steps 2-6 below. In most of these cases the cause is one of:

• OS firewall or changed ports (e.g. SSH port changed, RDP disabled, firewall rules blocking the port)
• Network misconfiguration on the server (wrong IP/gateway settings)
• Login/credential problems (see the login section below)

The fastest way to check is via VNC (step 5) - VNC connects directly to the server's display and bypasses the server's network entirely.

2. Check your local connectivity

Before investigating server-side issues, make sure the problem is not caused by your local network.

• Try accessing your server from a different network (e.g. mobile hotspot).
• Disable any local firewall, VPN, or corporate network restrictions temporarily.
• Test from another device if possible.

If the connection works from another network, the issue is likely related to your ISP or local configuration.

3. Check the Server Status page

Visit the Contabo Status Page to see if there are any ongoing incidents affecting your server or data center.

If there are no reported issues, continue with the steps below.

4. Restart your server

Before restarting your server, use the Power Off button under Quick Action to fully stop your server, then click the Start button under Quick Action. If it doesn't help, continue with the steps below:

A restart can often resolve temporary issues. You can restart your server at any time, free of charge, through the Customer Panel:

1. Log in to the Customer Panel.
2. Click on "Servers & Hosting" from the left hand side of the page and then "VPS or VDS" depending on the type of server you want to restart. 
3. Click the reboot icon under the "Quick Action" column. 

Please note that this process will shut down and restart your server. If you still have access to the operating system on the server, please consider rebooting from the operating system instead. Suddenly shutting down the server can cause some problems and should be used as a last resort.

5. Try accessing your server via VNC

If you have a VPS or VDS, you can connect via VNC. Note: VNC can only be accessed using a 3rd-party VNC client (e.g., VNC Viewer) — it is not accessible through the Customer Panel. 

• VNC connection guide

If VNC works but other connection methods do not, the issue is likely caused by:

• Firewall configuration
• Incorrect ports
• Network misconfiguration

Use this guide to troubleshoot: Network configuration troubleshooting.

VNC quick troubleshooting

• Black screen after connecting? This is normal on some systems. Click inside the VNC window and press Enter; the login screen should appear. If not, reboot the server.
• VNC credentials rejected? Your VNC IP/port may have changed after a background migration. Retrieve fresh credentials from the Customer Control Panel (Your services → Manage) - the VNC password itself does not change.
• Wrong characters while typing? The VNC console often uses a different keyboard layout (e.g. z and y swapped). Test by typing into the username field first and adjust your local keyboard layout if needed.
• Can't connect to VNC at all? Verify VNC is enabled in the panel and that the server was rebooted after enabling it. If VNC worked before but is now broken, disable VNC, re-enable it, and reboot the server.
• Important: the VNC password is separate from your operating-system login password (root / Administrator). See the login section below.

Login or credentials not working? If you can reach the server (SSH, RDP, or VNC console) but the login fails:

• Linux (SSH/VNC): the panel password reset works only if your username is root - it will not work for any other Linux username. When typing a password, Linux shows nothing on screen - this is normal, keep typing. If you recently reset the password, wait a few minutes; the reset takes a short time to apply.
• Windows (RDP): the username is Administrator. You can reset the Windows password from the Customer Control Panel: Server & Hosting → VPS/VDS → More → Reset credentials.
• Important: for security reasons, Contabo does not store your server password. If you've forgotten it, reset it via Customer Control Panel → Server & Hosting → VPS/VDS → More → Reset credentials (Linux: root only; Windows: also possible). If you need to change the password for a different Linux user, or the panel reset doesn't fit your case, use the Rescue System.
• Step-by-step guide: How to reset your server's password with Contabo (Linux & Windows)
• VNC login tip: the VNC password is separate from your operating-system login password. SSH "Permission denied" after a reset is usually an incorrect username or the reset not yet being active - wait a few minutes and try again.

6. Use the “Can’t connect to server” tool

The interactive troubleshooting tool in the Customer Control Panel can help diagnose and resolve common issues.

How to access it:

1. Open the Customer Control Panel
2. Go to Your Services
3. Click Manage next to your server
4. Select "I can't connect to this server"

The tool will guide you through possible causes and solutions, and allows you to create a support ticket if needed.

Run diagnostics

If you're still unsure about the cause, run diagnostics on your server: How to run server diagnostics

Server reachable from abroad but not from Russia? If your server status shows "Running", the Contabo Status Page shows no incidents, and the connection works from non-Russian networks but times out from Russian IPs, the cause is likely a block enforced by Roskomnadzor (RKN) - Russia's federal internet regulator. Russian ISPs block traffic to blocklisted IP addresses at the network level. This is outside Contabo's control: we cannot remove your IP from the blocklist, and reassigning your IP does not guarantee the new IP is not also blocked.

If the issue persists

Check network configuration changes

If you recently modified your network settings, review this guide: Fix network configuration issues.

Boot into a rescue system

You can boot your server into a rescue system to troubleshoot and fix issues. This doesn't apply to VNC troubleshooting.

• Available for VPS and VDS
• Accessible via the Customer Control Panel

Guide: How to boot a rescue system.

Use KVM over IP (Dedicated Servers)

KVMoIP provides direct access to your server as if you were physically present.

• Available for dedicated servers
• Requires setup by support. 

Contact support 

New to server access?

If this is your first time connecting, see How do I connect to my Contabo server for the first time?

Video guide

If the video does not load, you can watch it on YouTube: Watch here.