> ## Documentation Index > Fetch the complete documentation index at: https://docs.advinservers.com/llms.txt > Use this file to discover all available pages before exploring further. # Cannot Connect > Work out why you can't reach your server over SSH, RDP or the network, and recover a lost login. Start with the exact error. A timeout, a rejected password and a server that won't start need different fixes. Reinstalling erases your data and is rarely the answer. ## 1. Check the server in the console * Select the right team and server, and copy the current IP from the header. * Wait for any installation, restore or upgrade to finish. * If the server is stopped, click `Start`. If the start fails, note the error and open a ticket. * If it's suspended, see [Suspended Server](https://docs.advinservers.com/troubleshooting/suspended-server.md). * Check [network status](https://status.advinservers.com) for an incident or maintenance. A server with a new primary IP or a move to another city may no longer answer on its old address. ## 2. Open VNC Click `VNC` in the server header. VNC shows the operating system even when SSH, RDP or networking is broken. | What VNC shows | Next step | | - | - | | A normal login screen | Sign in locally and check the service and network settings. | | Windows updates or installation | Let it finish, then try RDP again. | | A boot or disk error | Write down the exact message. Don't reinstall over data you need. | | A mounted installer starting again | Unmount the ISO and check Boot Order. | | VNC won't open | Try once more, then report the console error. | ## 3. Match the error | Error | Likely cause | Next step | | - | - | - | | `Permission denied` or wrong credentials | The service answered but rejected the login. | Check the username, password or SSH key. See [Lost a password or key](#lost-a-password-or-key). | | `Connection refused` | The port is closed or rejected. | Check the service, port and firewall through VNC. | | Connection timed out | Nothing is replying. | Check the IP, server state, firewalls and route. | | Name can't be resolved | DNS can't find the hostname. | Use the IP directly, then fix DNS. | | SSH host identification changed | The saved key differs from the server's current one. | Verify the server, especially after a reinstall or IP change. | See [Connect to Your Server](https://docs.advinservers.com/guides/connect-to-server.md) for usernames and login methods. Resetting the root password again and again won't fix an SSH key error. ## 4. Test the port On Windows, test SSH from PowerShell, replacing the IP: ```powershell theme={null} Test-NetConnection 203.0.113.10 -Port 22 ``` For RDP, use your configured port, normally `3389`. A successful test means the port is reachable, not that your credentials are right. On Linux or macOS, `ssh -v root@203.0.113.10` shows where SSH fails. Remove sensitive details before sharing the output. A server can drop ping and still accept SSH or RDP, so don't rely on ping alone. ## 5. Check both firewalls and the guest network Rules can exist in the panel's [Firewall Groups](https://docs.advinservers.com/guides/firewall.md) and in the operating system. Allow your port in both where needed. Don't disable all protection just to test. If VNC works, compare the IP, prefix and gateway inside the server with "Networking" in the console. Custom images and changes made inside the guest may need manual configuration. Don't copy network settings from another server. If only one ISP or country has trouble, test from another connection and follow [Network Problems](https://docs.advinservers.com/troubleshooting/network.md). If IPv4 fails but IPv6 works, tell us. ## Lost a password or key Your console account, the server's operating system and an SSH private key are separate credentials. Reinstalling isn't needed for a password reset. | What you lost | What to do | | - | - | | Console password | Click `Forgot your password?` on the sign-in page. | | Authenticator or email sign-in code | Use a recovery method from [Account Security](https://docs.advinservers.com/guides/account-security.md). | | Server root or Administrator password | [Reset it](https://docs.advinservers.com/guides/reset-password.md) from the server's settings. | | SSH private key | Make a new key and add its public key through a local login (below). | ### Recover a server password **1. Reset the password** Select the server, open "Settings" > "Reset Password" and save a new password. **2. Apply it** Wait for it to apply. If it can't apply live, restart the server when it's safe to. **3. Test it in VNC** Click `VNC` and sign in as `root` (Linux) or `Administrator` (Windows). We don't supply a separate VNC password. VNC shows the operating system's own login screen, and custom images can use different users or password handling. For Windows, then try [Remote Desktop](https://docs.advinservers.com/guides/connect-to-server.md) with the current IP, `Administrator` and the new password. If it fails in VNC too, note the exact message and contact support. ### Recover from a lost SSH private key We store public keys, not your private key, so a saved public key can't recreate a lost private one. **1. Create a new key** On your computer, run `ssh-keygen -t ed25519`. Choose a new filename if you need to keep an existing key. The `.pub` file is the public key. **2. Sign in through VNC** If you don't know the root password, reset it first. A new password may allow a VNC login even when SSH accepts only keys. **3. Add the public key** Edit the login user's `~/.ssh/authorized_keys` (for root, `/root/.ssh/authorized_keys`) and append the full public key on one line. Keep other keys you still use. If the file or directory is missing, create it. `.ssh` should be `700` and `authorized_keys` `600`, owned by the login user. See the [OpenSSH reference](https://man.openbsd.org/sshd.8#FILES). **4. Test a new SSH session** Keep VNC open and connect with the new private key. Remove an old key only after the new one works. Saving a key in the console's "SSH Keys" library doesn't update a running server. See [SSH Keys](https://docs.advinservers.com/guides/ssh-keys.md). Never paste a private key into VNC, the public-key field or a ticket. ### Lost access to your console email If you're still signed in and can complete the password or passkey confirmation, use [Change Email](https://docs.advinservers.com/guides/account-settings.md#change-your-email-address) to switch to an inbox you control. If you can't sign in or complete recovery, contact support for an ownership check. Knowing a service IP isn't enough to get account details, and we can't guarantee recovery when we can't verify ownership. Keep your account email reachable independently of the server it manages, and save your recovery codes. ## What to send support Open a [ticket](https://docs.advinservers.com/guides/support-tickets.md) with: * The server name and affected IP * The exact error, plus the start time and timezone * Whether VNC works * A port test or [MTR](https://docs.advinservers.com/troubleshooting/network.md), if you have one * What changed just before it broke Don't include passwords, private keys or payment details. Tell us if your data must be preserved, and don't ask for a reinstall when you only need access back. This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.