If you experience issues connecting to your VPS then follow these steps carefully.
Open a support ticket or update an existing ticket related to connectivity issues and do the following :
- Open a command prompt and run a continuous ping from the network that is affected (OS Specific Instructions below).
- Do not stop or terminate the ping until the support engineer has told you to do so.
- Provide support with the public IP address that you are connecting from (Copy the IP address from the page and paste it into your ticket response, do not send screenshots).
- Confirm in your ticket response that you have started a continuous ping and provide support with the public IP.
Operating System Specific Instructions.
On a Windows Device, simultaneously Press Windows button and R keys (Win + R) and type cmd and click ok.
In the command window, type ping -t IPADDRESS or ping -t yourwebsitename.co.za
On a Mac or Linux Device open Terminal and type ping IPADDRESS or ping yourwebsitename.co.za
If you're experiencing loss of connectivity for 15 minutes or more and then are able to reconnect, only to be blocked :
- Provide us with a brief step by step on what you did or were doing before loosing connectivity. Duplicate the issue to confirm that your steps are correct.
