Issue: I am unable to connect to my MacinCloud server. What should I do?


Cause: The cause of a connection issue depends on the error that appears. There are some things you can attempt on your side to resolve the issue before reaching out to our Support Staff


Solution: 


1. For Managed and Pay-As-You-Go Server Plans


Attempt the following:

  • Make sure you are correctly entering the username and password provided in your "New MacinCloud Account" email
  • Make sure your firewall is not blocking port 6000 
  • Attempt to connect via the Web Portal 
  • Disable your firewall

If you still cannot connect to your server, please take a screenshot of the error and send it to our Support Staff.


2. For Dedicated Server Plans 


i. Reboot your MacinCloud Dedicated server through the Web Portal by following these steps: 

  • Hover your mouse over the "My Servers" dropdown menu

  • Click "Dedicated"

  • Click "Actions" on the Dedicated server you want to reboot

  • Click "Reboot"

Please note that the reboot will take about 5 minutes to complete. 


ii. If you still cannot connect to your MacinCloud Dedicated server after rebooting it, please perform the following before submitting a support ticket:

  • Ping the server:

    • In command line tools, run: "ping [your server hostname]"

    • Please provide us the result output from the above command.

  • Trace-route the server:

    • In command line tools, run: "tracert [your server hostname]"

    • Please provide us the result output from the above command.

Please provide these details in your ticket to our Support Staff.