Reference

Troubleshooting

Common problems and how to fix them.

#I can't sign in to Ky Admin

• Lost the password: on the server, as root, run ky admin reset-root. It prints a new password, turns off root's two-factor authentication and lifts the administrator sign-in IP list, if one was set.
• "Too many attempts", or the panel doesn't load from your IP: brute force protection blocked your address. Blocks are temporary; to clear it now, sign in from another connection (a phone's hotspot) and unblock it in Security Center › Brute Force Protection. Then add your address to the allow list.
• Lost the 2FA device: use one of the recovery codes. Without one, ky admin reset-root.
• Administrator sign-in is restricted by IP (Security Policies) and you're elsewhere: sign in from an allowed address, or run ky admin reset-root on the server.

#The browser warns about the certificate

The panel uses a self-signed certificate until Let's Encrypt issues one for the hostname. Check that the hostname's A record points to the server and that port 80 is open, then Service Configuration › Manage Service SSL Certificates › request again.

#AutoSSL didn't issue a certificate

SSL/TLS Status (customer) or Manage AutoSSL (admin) shows why. Usually:

• the name doesn't resolve to this server (DNS not changed yet, or an old AAAA record pointing elsewhere);
• the domain is behind a proxy that blocks /.well-known/acme-challenge/;
• Let's Encrypt's rate limit for the domain was reached: it retries later.

#Mail goes to spam or is refused

Open Email › Email Deliverability for the domain and fix what's red: SPF, DKIM, DMARC, and the reverse DNS (PTR) of the server's IP, set at your hosting provider. Check Mail Delivery Reports for the remote server's answer. A new IP may need a few days of low volume to build reputation.

#A site shows "503"

The account is suspended (check List Accounts), or its PHP pool can't start: look at the domain's error log (Metrics › Errors) and the account's Resource Usage for memory faults.

#A site is slow

Check Resource Usage for the account: frequent CPU, memory or entry-process faults mean it hits its package limits. Raise the limits or the PHP workers, or cache the site.

#The panel is read-only

The license isn't valid: see Server Configuration › License. Sites and mail keep working. See license.

#An update failed

The update rolled back by itself; the panel keeps running the previous version and the admins got a notification with the reason. Server Configuration › Update Preferences shows the last result. Open a ticket with the time it happened.

#Get help

Open a ticket in the client area. Include the server's hostname and the time of the problem. For a failed job, the job's log; for a service, journalctl -u SERVICE --since "1 hour ago".