Troubleshooting

Scope: Technical operations for Live (Production) and Development (Sandbox) Instances.

1. Troubleshooting Live Instances (Managed Enterprise Tier)

This section is for customers on our White-Glove Managed Cloud infrastructure.

If your production environment is unresponsive, follow these protocol steps:

Check Service Status: Visit the HostHash Status Portal to see if there is any scheduled maintenance in your assigned region (e.g., Frankfurt, NYC, or Singapore).
Verify Managed Firewall: Navigate to Networking > Security Groups. Ensure Port 443 (HTTPS) hasn't been restricted by a recent security update.
Resource Bottlenecks: Check your Instance Analytics. If your CPU or RAM has sustained >90% usage for 10+ minutes, our auto-scaling may have hit your account's "Hard Cap."
Managed Support Handoff: If the instance remains down after 5 minutes, our AI Agent is authorized to escalate your ticket directly to a Senior Cloud Engineer.

This section is for developers using our Self-Managed / VPS infrastructure.

For dev environments where you have full root access, use these self-service recovery tools:

Identity Verification: If receiving a Permission Denied (publickey) error, ensure your local SSH agent has the correct key loaded (ssh-add -l).
Rescue Mode: If a kernel update has corrupted your boot sequence, go to Instance Settings > Boot Options and select "Boot into Rescue ISO." This allows you to manually repair the filesystem via the Web Console.
OOM Killer: Check /var/log/syslog. Smaller Dev instances may experience process crashes if swap space isn't manually configured during the initial build.
Instance Rebuild: You can "Flash" your instance back to a clean OS state at any time via the HostHash Dev Portal. Note: This action is irreversible.