FAQ - Network


Can’t connect to my server

Before contacting our support staff, there are a few steps you can do yourself.

First, check in your OVH Manager that your server has not expired. If it has, you will need to pay to renew your service. Once the payment is received, your server should be back online within 30-60 minutes.

If the server is still in good standing, make sure that it is the server itself that is inaccessible, and not just your website/web server. Are you able to ping the server? Can you connect by SSH? If you are not able to connect, contact us by phone or by opening a support ticket, and we will investigate immediately.

If you are able to ping the server and connect by SSH, the problem may lie within your operating system or programs. We would recommend that you troubleshoot your system yourself at this point. As OVH is an unmanaged service provider, we cannot assist you with troubleshooting your operating system or software.

Increase IPv4 Limit

You may receive an error message when attempting to order additional IP addresses through your OVH Manager. As there is an increasingly limited supply of IP addresses available throughout the world, and in an attempt to prevent spamming and other types of abuse, we would need to verify some information before increasing your account’s IP limit.

In order for us to be able to provide you with more IPs, please open a support ticket and provide us with the following information:

What is your field of business?

What is the specific reason you need more IPs?

How many additional IPs would you like to have?

Also, we would ask that you provide us with the URL of your business in order for us to verify the validity of your request.

Thank you very much for your understanding, and we look forward to hearing from you!

Changing the primary IP of my server

It is not possible to change the primary IP of your server for any reason. If you require a new primary IP, you would need to order a new server, transfer your data over to the new machine, and allow the first server to expire. Another, less expensive option would be to order a failover IP address and to transfer all your services to this secondary IP. If you block the traffic on your primary IP, don’t forget to allow our monitoring IPs to maintain theit connection. The monitoring IPs are the IP of your server, with the last octet replaced by .250 and .251.

Example: a server with the IP 127.0.0.1 would need to leave access to 127.0.0.250 and 127.0.0.251

Slow Speeds / Packet Loss

If your server is having bandwidth problems, or you’re experiencing packet loss, we will gladly look into the issue for you. In order to help our investigation, we would ask that you run the following tests:

-Results of a ping on your server.

-Results of a traceroute (done with MTR or WinMTR) from your local host to your server.

-Results of a traceroute (done with MTR or WinMTR) from your server to your local host.

-Results of : date && iperf -c proof.ovh.ca -P 5 -r

Send us the test results (or screenshots of the results) through the Support link of your OVH Manager and we’ll be able to investigate the matter.

DNS Configuration

Configuring the DNS for your website can be tricky at times. There are two ways to go about doing this.

If your registrar has provided you with DNS servers, you can simply put the IP of your server in the A Record field of your registrar, and you’re done. Alternately, if you wish to use your own DNS server or if your registrar doesn’t provide one, we have a guide available to assist you. Just click the following link to get started: http://docs.ovh.ca/en/guides-dns-configuration.html.

DDoS Attack

Our servers all have DDoS protection included. However, the nature of DDoS attacks is always changing, and we have to constantly modify our system to stay up to date. In the event that our anti-DDoS doesn’t mitigate the attack, we would ask that you capture the traffic on your server and send us the logs. This way we can improve the anti-DDoS automatic detection.

To capture packets on any operating system, here is what you will need to do:

If LINUX: tcpdump -w capture-ovh -c 100000 port not ssh (this will create a file called capture-ovh)

If WINDOWS: Use Wireshark and save the info in a .pcap file

Note : You can always use the KVM from your OVH Manager to connect to your server if SSH is not wokring while under attack.

Ideally we would need around 100,000 packets (with a DDoS attack, that should happen within a second or two at most).

You can then send us the Capture file in your support ticket, or you can upload the file to http://demo.ovh.eu/ and provide the link to us. We will analyse the collected data and use it to further improve our Anti-DDoS protection for all OVH customers.