Help! My Server Blocked Me!

September 10, 2008

Ok, the title of this blog may sound funny but you would be surprised how many phone calls I get about that very subject. Sure it’s not that specific case every time, sometimes it’s a software issue, other times hardware. But in the end not being able to access your server is the worst feeling in the world.

Enter KVM over IP. (Also known as Keyboard-Video-Mouse)

Yes boys and girls, this wonderful feature provided on all mid to high-performance multi-core servers can be your best friend in a time of need. While on a routine support call, a customer of mine stated the server was blocking not only himself but a lot of his customers. I kept a level head and told him it was no problem. He paused for a moment then let me know just how big a deal it was, while he was explaining I promptly used the KVM to login to his server and shutdown the firewall. All of a sudden he stopped talking and said “It’s working!”, “What did you do?” I explained to him how KVM works just as if you were hooking up a console to your server, and can be used even if your public Ethernet cable is unplugged. I went on to show him where it was in his home portal and how all of this was given to him for free. Also I explained the issue had been fixed from my desk without ever having access to either the public or private ports on his server. The customer had never heard of such a feature and was amazed at how easy it was to use.

The beauty of KVM over IP is it removes the one thing many server owners dread, not being able to be in the data center when issues arise with their standard connection methods (RDP, SSH). With KVM over IP we are giving the customer a solution to that problem. Via KVM you can login to the management interface card, which in most cases resides on an entirely different network, and within seconds you will have access to your terminal as if you were standing right there in the datacenter!!! Not only can you connect to your server, you can manually power it on/off and also reboot your server all within the same management screen. Beyond server access you can monitor temperature readings as well as fan speeds in the server. The KVM card is a HUGE tool in any Softlayer customers’ toolbox and one that we in the Operations Team use often.

Here at Softlayer we are always thinking about how to make your business easier to run, whether it be implementing global services such as CDN, or making sure our customers have basic access to their server in the event of a crisis. Since starting my career here at Softlayer and learning of the KVM feature I’ve made it a point to inform the customer of the KVM interface along with all features that are offered to them (and believe me they never stop coming!) so be sure and check our announcements page because you never know what we will come out with next!

-Romeo

Comments

September 12th, 2008 at 1:28am

This was one of many features that my sysadmin informed me of and I was impressed to say the least. Your VPN feature is something else I absolutely love. There's very little about SL I don't love. Starting with how, in an emergency situation at 11PM, Mary was able to create an account for me and get my server provisioned within 45 minutes. Keep up the great work.

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Comments

September 12th, 2008 at 1:28am

This was one of many features that my sysadmin informed me of and I was impressed to say the least. Your VPN feature is something else I absolutely love. There's very little about SL I don't love. Starting with how, in an emergency situation at 11PM, Mary was able to create an account for me and get my server provisioned within 45 minutes. Keep up the great work.

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