Docs / Troubleshooting

Troubleshooting

Fixes for common problems with VPS servers, game servers, web hosting, billing and your account.

VPS Issues

Cannot SSH into my server

If you're unable to connect via SSH:

  1. 1
    Verify the server is running — check the power status in your dashboard. Start it if it's stopped.
  2. 2
    Check your firewall rules — if the Firewall tab lists any inbound rules, one of them must allow TCP port 22. Add one, or apply the "SSH Only" or "Web Server" preset (a preset replaces all your rules, including ones the App Marketplace added) — see Cloud Firewall.
  3. 3
    Verify the IP address — make sure you're connecting to the correct IP shown in your dashboard.
  4. 4
    Check your credentials — if using a password, use the root password you set at checkout or with Reset Password. If you ordered with only an SSH key, your server has a random root password nobody knows: sign in with your key, or set a password with Reset Password on the Overview tab. If using SSH keys, ensure the correct key is being presented.
  5. 5
    Try verbose mode: ssh -v root@YOUR_IP to see detailed connection output.
  6. 6
    Still stuck? Click Console on the Overview tab to sign in through your browser, even when SSH is blocked.

Server is slow or high CPU usage

  • Check the Monitoring tab to identify the bottleneck (CPU, RAM, or disk).
  • SSH in and run top or htop to find resource-hungry processes.
  • If CPU is consistently maxed, add cores with Resize on the Overview tab.
  • If RAM is full, check for memory leaks or add RAM with Resize.
  • If disk is full, clear unnecessary files or add storage with Resize.

Server won't start

  • If the service shows Suspended, a payment has failed, and the Overview tab hides the power buttons until it's resolved — click Manage billing on the Invoices page to update your card or pay the invoice. (A suspended VPS keeps running during the grace period.)
  • If Start doesn't work, wait a minute and try again.
  • If the server starts but never becomes reachable, open Console on the Overview tab to see where the boot stops.
  • If it still won't start, contact support with your service ID.

Disk is full

  1. 1
    SSH in and run df -h to check disk usage.
  2. 2
    Run du -sh /* 2>/dev/null | sort -rh | head -20 to find large directories.
  3. 3
    Clean up log files: journalctl --vacuum-time=3d
  4. 4
    Remove old packages: apt autoremove (Ubuntu/Debian), dnf autoremove (Rocky/Alma/Fedora), zypper clean (openSUSE), or pacman -Sc (Arch)
  5. 5
    If you need more space, add storage with Resize on the Overview tab (storage can't be reduced later).

Proxmox: cannot reach the web interface

  1. 1
    Make sure you are using https and port 8006: https://YOUR_IP:8006. Plain http will not work.
  2. 2
    If your Firewall tab lists any rules, port 8006 must be allowed — apply the Proxmox VE Node preset.
  3. 3
    Accept the self-signed certificate warning in your browser. This is normal for a fresh Proxmox install.
  4. 4
    If the page loads but login fails, check that you are using realm Linux PAM standard authentication with user root and your root password. If you've forgotten it, set a new one with Reset Password on the Overview tab.

Proxmox: a virtual machine has no internet access

  • Confirm the VM's network device is attached to vmbr1, not vmbr0.
  • Inside the VM, set a static address in 192.168.100.0/24 with gateway 192.168.100.1 and a public DNS server such as 1.1.1.1.
  • On the node, confirm the NAT rule exists: iptables -t nat -S POSTROUTING | grep MASQUERADE
  • Confirm forwarding is enabled: sysctl net.ipv4.ip_forward should report 1.

Proxmox: "storage does not support content type images"

This means the local storage is not configured to hold VM disks. Fix it from the node's shell:

terminal
pvesm set local --content images,iso,vztmpl,backup,snippets,rootdir

Proxmox: node is slow to reboot

This is expected. Proxmox shuts your virtual machines down before the node itself stops, which typically takes two to three minutes. Avoid forcing a hard reset during this window — it is equivalent to pulling the power on every VM at once.

Game Server Issues

Server not showing in server browser

  • Check that the server is running — on your game service's Overview or Console tab, or in the game panel.
  • Try connecting directly with the address on the Overview tab instead of searching the browser.
  • Some games take several minutes for the server to register with the master server list.
  • Valheim servers are unlisted by default, and while crossplay is on (also the default) they can't appear in the Steam server browser at all — players join with the join code shown in the console.
  • Counter-Strike 2 servers need a Game Server Login Token (GSLT) to be listed — see Counter-Strike 2.
  • Check the server console for any startup errors.

Players can't connect

  • Verify the server is running and fully started (check the Console tab).
  • Make sure players are using the exact address shown on the service's Overview tab.
  • On Valheim with crossplay on, players must use the join code, not the address.
  • If the server has a password, ensure players are entering the correct one.
  • For modded servers, verify all players have the same mods and versions installed.
  • Check if the max player count has been reached.

Server crashing on startup

  1. 1
    Check the Console tab (or the game panel's console) for error messages — they usually indicate the cause.
  2. 2
    If you recently added mods/plugins, remove them one by one to identify the problem.
  3. 3
    Verify your startup configuration hasn't been changed incorrectly.
  4. 4
    Check if the server has enough RAM for the mods/plugins you're running. To move to a bigger tier, open a support ticket.
  5. 5
    Try restoring a backup from before the crash started on the Backups tab (stop the server first).

Mods/plugins not working

  • Ensure mods are in the correct directory (varies by game — see the game server guides).
  • Check that mod versions are compatible with your server version.
  • Look for errors in the server console after restart.
  • Some mods require dependencies — check the mod's documentation.
  • Restart the server after adding mods (some games auto-load, others don't).

Web Hosting Issues

Site not loading

  • Verify DNS records point to the correct IP address (130.250.176.36).
  • Check that DNS has propagated — use a tool like dig yourdomain.com or an online DNS checker.
  • For Node.js/Python apps, make sure your app is running and listening on your site's port (the one in the starter app.js or app.py we created).
  • Check your application logs for errors.
  • Verify your site files are in the correct web root directory.

SSL certificate issues

  • SSL is installed automatically when a site is created, but only if its DNS already points to 130.250.176.36. Otherwise fix DNS, then click Install SSL next to the site.
  • Certificates renew automatically; Renew SSL next to a site re-issues its certificate on demand.
  • If using Cloudflare, set SSL mode to "Full (Strict)" for proper end-to-end encryption.

WordPress is slow

  • Install a caching plugin (WP Super Cache, W3 Total Cache).
  • Optimize and compress images.
  • Reduce the number of active plugins.
  • Use a CDN like Cloudflare for static assets.
  • Higher web hosting plans add sites, storage and mailboxes, not CPU or memory. If a busy site needs more power, consider moving it to a VPS.

Billing Issues

Payment failed

When a payment fails, here's what happens:

  1. 1
    Your service is marked Suspended and we email you. Game servers are stopped right away; VPS and web hosting keep running during the grace period. Your data is kept.
  2. 2
    After 3 days, you receive a reminder email warning that the service will be deleted.
  3. 3
    After 7 days still unpaid, the service is terminated and all its data is permanently deleted.

To fix it before then, click Manage billing on the Invoices page to update your card or pay the open invoice (or email support). As soon as a payment succeeds, the service is reactivated automatically.

Unexpected charges

  • VPS pricing is component-based — check your CPU, RAM, and storage allocations.
  • Resizing a VPS mid-cycle adds a prorated charge (or credit) for the rest of the billing period to your next invoice.
  • Backups are charged at 10% of your server's monthly price.
  • Annual plans charge the full year upfront.

Account Issues

Can't log in

  • Make sure you're signing in at vps.piedmonthosting.com/login.
  • If you haven't verified your email, check your inbox for the verification link — you can't sign in until you do.
  • Use the Forgot password? link on the sign-in page to reset your password.
  • If you have 2FA enabled, enter the code from your authenticator app, or click Use a recovery code.

Lost 2FA access

If you've lost your authenticator, click Use a recovery code on the sign-in screen and enter one of the recovery codes you saved when you turned on 2FA (each works once). You can generate a fresh set under Profile > Two-Factor Auth once you're signed in. If you have no recovery codes left, email [email protected] with proof of account ownership and we can disable 2FA so you can sign in and set it up again.

Didn't receive verification email

  • Check your spam/junk folder.
  • Click Didn't receive it? Resend email on the signup confirmation screen.
  • Make sure you entered the correct email address during signup.
  • The verification link expires after 24 hours. Use the resend button on the signup confirmation screen to get a new link — signing up again with the same address won't work. If you've closed that screen, email [email protected].

Still need help?

Our support team is here to help with any issues not covered in this documentation.

Contact Support

Can't sign in? Email [email protected].