Knowledge Base

1. Check the service and invoice status in Blesta, then confirm the VM state in the OpenNebula panel.
2. Test the displayed address and SSH port from a second network.
3. Distinguish timeout, refusal, host-key warning, and authentication failure; they have different causes.
4. If another console or session works, inspect ss -lntp, routes, firewall rules, systemctl status sshd or ssh, and recent logs.
5. Use a graceful reboot only when justified. Forced power-off is the last resort.

If the VM is running but unreachable, provide support with UTC timestamps, source address, destination address and port, MTR output, and the exact error. If the service is suspended or cancelled, solve the account state before changing guest networking.