HELP! Cannot access VPS after upgrade from 3-core plan to 4-

[LEOcab]

I've upgraded my package from the 3-core plan to the 4-core plan today. The process took only a few minutes, but after it was done I was not able to connect via SSH or VPN. The machine does not respond to ping either. I contacted the help desk and two people replied to me - the second person said the CEO was going to look into it, but it's been two hours now and I haven't gotten a response. I've sent two more messages since then in the support ticket but nothing. It's like they disappeared... According to my control panel, the server is running. I was even able to reboot it twice... but I still can't access it at all.

I want to know what's going on NOW - I keep getting emails and Skype messages from my players asking when the server will be back up. I know stuff doesn't always go as planned and maybe something got messed up during the upgrade process. It's okay if that's what happened; I just want to KNOW what's going on and how long I should expect this process to last.

Is there a phone number I can call? The support desk is no longer responding after those 2 messages.

[kraze]

Hi,

Our CEO is actually in your request as we speak. Unfortunately when a request is assigned to him it is no longer in normal que, so only he can see the newest replies.

It shouldn't be to much longer

[Edge100x]

When something is assigned to me, I handle it as soon as I am available. I answered you in the request already, but since you've posted here, I'll repeat the information in this format.

In your case, the problem wasn't due to the VDS upgrade, but due to software on the VDS (so it was actually something you could have looked at without needing to wait for us). While we officially do not offer software support, I investigated through your VNC console and found that something or someone appears to have changed the CentOS kernel version and the new one broke the system in several ways. Most prominently, it renamed the SSD device (causing the boot to fail because of a failed disk check), but it also broke the virtual ethernet adapter. Something also appears to have made adjustments to the terminal that make it unable to work correctly, making it difficult to troubleshoot anything.

If you undo those software changes, I would expect the system to begin functioning correctly again.

[LEOcab]

When something is assigned to me, I handle it as soon as I am available. I answered you in the request already, but since you've posted here, I'll repeat the information in this format.

In your case, the problem wasn't due to the VDS upgrade, but due to software on the VDS (so it was actually something you could have looked at without needing to wait for us). While we officially do not offer software support, I investigated through your VNC console and found that something or someone appears to have changed the CentOS kernel version and the new one broke the system in several ways. Most prominently, it renamed the SSD device (causing the boot to fail because of a failed disk check), but it also broke the virtual ethernet adapter. Something also appears to have made adjustments to the terminal that make it unable to work correctly, making it difficult to troubleshoot anything.

If you undo those software changes, I would expect the system to begin functioning correctly again.

I wish I knew what it was that caused such a mess-up, but I'm glad it's fixed now. Again, thank you SO much for your help today.