FAQ - Server issues


Software Support

As an IaaS (Infrastructure as a Service) provider, OVH supplies and guarantees quality hardware products and ensures their proper installation, upkeep and replacement in a timely manner. However, we do not provide support for software installation, troubleshooting, and maintenance. This includes, but is not limited to, operating systems, control panels (Plesk, cPanel, etc), and game servers.

If you are experiencing any type of software issue, try visiting the website for the software to find their support line, or try searching for help on dedicated support forums.

Configuring IPs on your server

Here are some guides to help you configure your failover IPs:

If you plan to use the IP address to set up a virtual machine, you should use the following guide: http://docs.ovh.ca/en/guides-network-bridging.html.

If you plan to use the IP address as an alias to point to your dedicated server, you should use this guide: http://docs.ovh.ca/en/guides-network-ipaliasing.html.

If you’ve followed these guides and are still having problems, please send us the full output of the following commands through a Support ticket in your OVH Manager:

Linux / BSD:

  • ifconfig
  • netstat -rn

Windows:

  • ipconfig /all
  • route print

Also include a copy / paste of your configuration files from the network or send us a screen shot of them, and we will gladly look into the issue to help you resolve it as quickly as possible.

Server Password Lost / Forgotten

For obvious security reasons we have no access to your server’s root password.

Your server’s operating system emailed the password directly to you after the installation was completed, so I would first suggest that you look for that email. It may have ended up in your junk mail folder.

If you have a VPS, resetting your password is quite simple. In the OVH Manager, select your VPS from the Infrastructures list. From there, on the right-hand side of the page, you can click on the Reset the Password button, and a new root password will be generated for your VPS and emailed to you.

If you’re running a dedicated server, you’ll have to place your server in Rescue Mode and recover it from there. The steps to do this are as follows:

  • In your OVH Manager tool, and select the server in question from the Infrastructures list on the left.

  • Under the General Information tab, click the Modify button next to the Boot option.

  • Select the “Boot on rescue mode” option, and from the drop-down menu that appears, select rescue-pro. Click Next, and then click Confirm.

  • Click on the Reboot button in the Manager to restart the server in Rescue Mode.

  • The reboot will generate temporary access codes for the Rescue Mode session. They will be sent to your email.

  • In the command line, enter the command: parted -l

    If you are using Softraid, your root partition will be /dev/mdX

    If you are using Hardraid, your root partition will be /dev/sdX

  • Mount this partition by typing: mount /dev/partitionname /mnt

  • Then enter: chroot /mnt

  • Finally, generate your own root password with: passwd

  • Then go back to the Manager and set the Netboot back to Hard disk, and restart your server

If ever you need help with Rescue Mode, follow this guide: http://docs.ovh.ca/en/guides-ovh-rescue.html.

Backup Storage

Before starting, it is important to note that you can only access the Backup storage from IP addresses that were active on your account prior to the activation of the Backup storage. To activate the backup, enter your OVH Manager, go into the server for which you wish to activate the Backup storage, and then on the left side, click the “Backup storage” link. In there, click the button that says “Activate your Backup storage”.

Once this is done, you will be sent a confirmation email with the login information for the server, and you will be ready to go!

If you need any help with using Backup storage, we provide some helpful guides on our help server here: http://docs.ovh.ca/en/api-backup-storage.html.

Hard Disk replacement

In the event you doubt the physical state of your hard drive(s), we will gladly replace it on demand, and at no charge.

However, a few steps are necessary prior to the replacement of one or more disks:

  1. Provide the serial number of the disk(s) being changed (note : if this number can’t be retrieved, we would need the serial numbers of all the disks NOT being replaced. Guide: http://docs.ovh.ca/en/faqs-hdd-serial.html).
  2. Perform a full backup of your server before any changes. (note : some servers include a backup space through FTP, which can be used to perform these backups. Guide: http://docs.ovh.ca/en/services-backup-storage.html).
  3. Indicate the date and time (specifying your time zone) you would like us to replace the hard drive. “As soon as possible” is a completely acceptable response.

Finally, confirm that you have read this message, and that you have followed each of the steps outlined above, so that we can arrange to begin the work on your server.

Once the replacement of the disk is done, you may need to resync your RAID configuration. Here’s a guide to do it: http://docs.ovh.ca/en/guides-raid-soft.html#disk-replacement.

This could take several hours depending on the amount of data on your drives. Hardware RAID will usually resync on its own.

Send us your response as soon as possible, and in return we will be able to change your disk promptly. Normally, this operation should not take more than 30 minutes. Please note that OVH will not be liable in the event of data loss resulting from the replacement of a hard drive.