Overview
- Please note that Hostrocket may be limited in our ability to directly assist with issues on unmanaged servers.
- With unmanaged servers, we support the server hardware and initial operating system installation while the customer supports everything installed on the server and all changes made to it.
Remote Console/IPMI Access for remote troubleshooting
Dedicated server customers can request Remote IPMI Console access ($5/month to remotely troubleshoot any issues. This console does not require SSH/RDP access to the server itself, so this is helpful for troubleshooting boot issues. If you need Remote Console (IPMI) access enabled for your dedicated server, please submit a ticket with the following information:
- Your account support pin which can be retrieved from the left hand side of the following client area page after logging in: https://support.hostrocket.com/clientarea.php
- Whether you need a rescue ISO mounted for troubleshooting processes
Hardware/Component Failure
If you believe that a hardware component on the server has failed or is showing signs of failure, please first make sure that you have any critical data on the server backed up and submit a support ticket with the following
Your account support pin which can be retrieved from the left hand side of the following client area page after logging in: https://support.hostrocket.com/clientarea.php
- The access credentials for the server including any restrictions or custom ports for SSH / RDP
- The logs or background information regarding what component you believe to be failing
Hard Drive Failure/Replacement
For hard drive failures/replacements, please first make sure that you have any critical data on the server backed up and provide the following information to request a replacement drive:
- Your account support pin which can be retrieved from the left hand side of the following client area page after logging in: https://support.hostrocket.com/clientarea.php
- Whether the drive is visible to the system
- The serial number of the failed drive (if possible)
- The type of drive (Ex: HDD/SSD/NVMe) and Model
- The serial number of all working drives
- Whether we can proceed with shutting the server down ASAP to replace the failed drive
Supplemental Information
Please note that in some cases, replacing a failed drive will leave the system in an unbootable state. If you need remote console IPMI access and a rescue ISO mounted for troubleshooting that process, please include that in the request.
There are many guides available online that overview the process for replacing a failed drive in a RAID array and/or rebuilding GRUB/initramfs which may be operating system dependent, so this task is the responsibility of the customer.
In some cases we can perform administrative work at a cost of $60/hour during in-office hours (Monday-Friday 9am-8pm EST), $120/hour otherwise billed in 15 minute increments if you find that you are unable to resolve the problem yourself, but please note that this may not always be an option.
Server Reinstallation
If you would like a server re-installed, please make sure that you have all critical data backed up from the server and submit a ticket with the following information:
- Your account support pin which can be retrieved from the left hand side of the following client area page after logging in: https://support.hostrocket.com/clientarea.php
- Specify which operating system and version the server should be reinstalled with
- Specify if there are any special considerations for partition sizes/types and LVM configuration
We strongly recommend that all customers maintain their own backups for any disaster recovery purposes. We offer R1soft backup packages which can be viewed on our sister company site here: https://www.dotblock.com/products/security/server-backups
If you would like an r1soft backup package added, please open a support ticket.
Please note that Hostrocket does not take any responsibility for backing up customer data.
