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Troubleshooting

Most problems have a quick check. Find your symptom below, try the checks in order, and contact support if it is still not fixed.

tip

The fastest first step is Ask FenixAI (or Ctrl K) in the game panel. It reads your console and latest log, explains the error in plain English and proposes a fix. Nothing changes until you press Apply. See FenixAI.

My server will not start​

Checks

  1. Open the Console and press Start. Read the last lines: the cause is usually there.
  2. On a new Rust server the first start downloads and installs the game and can take several minutes. Wait for Server startup complete.
  3. If you just changed a config file, a plugin, a mod or the game version, that change is the likely cause.
  4. Check that the service is Active and not suspended. See Services.

What to do

  • Undo the last change, or restore a backup.
  • Remove the plugin or mod that was added last, then start again. See Files.
  • For a Minecraft version problem see Minecraft versions. A failed version change is rolled back automatically.
  • If it is still stuck, open a ticket with your Server ID and Node.

I cannot connect to my server​

Checks

  1. Is the server running in the Console?
  2. Did you copy the full address from the SERVER ADDRESS card, including the port?
  3. Does your game version match the server version?
  4. On Minecraft, are you on the whitelist?
  5. If you use a subdomain, was it created correctly? See Minecraft subdomain.

What to do

Follow Connect to your server. For Rust see the Rust guide. If the address works for others but not for you, check your own network and any VPN.

Lag or out of memory​

Checks

  1. Watch CPU and MEMORY in the stats row of the Console.
  2. Look for warnings such as "Can't keep up" or out-of-memory errors in the console.
  3. Think about what changed: more players, a new plugin or mod, a larger world or map.

What to do

  • Ask FenixAI for a check-up of status, CPU, memory and disk.
  • Remove heavy plugins or mods.
  • On Minecraft, lowering view distance and simulation distance in the server properties often helps. See Minecraft and Settings.
  • Restart the server. Schedule regular restarts with Schedules.
  • If the server needs more resources, upgrade the plan. See Services.

The panel will not open​

Checks

  1. Sign in to the store at fenixhost.net. There is no separate panel login.
  2. Go to Servers, click your server and press Manage Server.
  3. Confirm the server is not still being set up, suspended or cancelled.

What to do

Reload the page, sign out and in again, or try another browser. See Open the game panel. If it still fails, open a ticket.

My payment failed​

Checks

  1. Is the card valid, with funds, and allowed for online payments?
  2. Did your bank ask you to confirm the payment?

What to do

Try again or use another card. See Invoices and payments. Act quickly: a service with an unpaid renewal is suspended 2 days after the due date and eventually deleted. If it still fails, contact support with the invoice number.

My service is suspended​

Checks

Open the service page in Servers. It shows why.

What to do

  • Unpaid renewal: pay the invoice. Your files are kept while the service is suspended.
  • Terms violation: the page shows a case number. Appeal by replying to support@fenixhost.net with Case # and your number in the subject.

See Services.

Still stuck?​

Contact support, and read the FAQ for quick answers.