A server that no longer responds, or that remains stuck after a restart, is often installing updates (for example a Windows update) or in an unstable state. Contact support: we check its status and can restart it remotely.
In short: contact support with the server's IP address and the observed symptoms: we check its status and can restart it remotely. First check your connection and that your IP address is not blocked.
Prerequisites
- Have the IP address of the affected server.
What to know before you start
Before writing to support, check that the problem is not on your side:
- Your connection: check that you can reach other websites and services normally.
- Your IP address: it may have been blocked by the firewall after several failed login attempts. See Unblock an IP address blocked by the firewall.
- A recent DNS change: if you reach the server through a domain name you have just changed, propagation can take time. Try with the server's IP address.
How do I report the problem?
- Contact SwissCenter support, specifying the IP address of the affected server and the observed symptoms (inaccessible from the network, stuck after restart, etc.). If you have already reported the issue by email, reply in the same exchange rather than opening a second request.
- Wait for support to get back to you with what was found and done.
- Once the server is accessible again, verify that your services and applications (particularly SQL database access) are functioning correctly and report any persistent anomalies to support.
What does support do?
- The support team checks the server status on the infrastructure side: they determine whether it is a hang during a restart, an ongoing update installation, or system instability.
- If the server is stuck, support forces a remote restart.
- If the system remains unstable and a backup of your server exists, a restoration from the latest available backup may be considered with you; this operation may take several hours.
Going further