General Information

Information not restricted to a certain game

File management

Information about file management

File management

How to use the SFTP Wrapper

To quickly load up WinSCP, you can use our wrapper to automatically launch WinSCP and log you in without messing around with usernames/passwords/ports/protocols etc. It's super easy!*

Our wrapper is currently Windows only; if you would like information on how to access your files using one of our other sFTP guides.

Our wrapper is currently Windows only; if you would like information on how to access your files please see one of our other sFTP guides.

  1.  Make sure you have .NET Framework 4.0 (or higher) installed from Microsoft's website. This is needed for the wrapper to work properly. If your computer is on Windows 8 or later, you already have it!
  2. Download and run it by clicking here:


  1. Head on over back to the "Service" > "Access" page and click the "Download" button and then confirm you have read the very serious warning, and click "Download" again. This will download your chPPK file, a tiny little file crammed with information on how to connect to your system.

    Note: If clicking the sFTP wrapper install URL shows a page full of text. You will need to go back and Right Click > Save As, and run the wrapper application from your download folder. Some browsers/browser versions will not automatically download this .application file.

  2. Note: These keys expire after approximately 90 mins, after which you will have to download a new one.

  3. Double click or right click open the chPPK, it should now automatically open the wrapper and log you into SFTP and any future chPPK's you download from us will open in the same way!
File management

Advanced: WinSCP SFTP Guide

Download and install WinSCP. This is Windows only. You can do this by either going directly to the website, or downloading the archive linked below which can be run without installation.

WinSCP website:
WinSCP download (portable, non-install version):

You will then need to login to the panel. After this, press "Service" on the left menu, then "Access" under that to display your sFTP/SSH login information. Click open the "Download" button, this will cause a popup to appear, confirm you have read the very serious message, and, download button again - Your browser will now download a .chPPK file to use in your WinSCP client.

Next, open WinSCP.
Ensure the following:

Click "Advanced" under the password (leave the password blank):


Select "Authentication" in the left menu of WinSCP., then click "..." next to "Private key file:" and select the .CHPPK file you downloaded from the control panel.

Note: You will need to type *.*ppk in the name box of the file manager in order to see and select the .chppk file.

Click "OK" to close the settings.


Click "Login".

WinSCP will now login to your server's sFTP and display your /home/minecraft/* directory, ready for you to drag, drop, double-click open configuration files for editing (Control+S to save edits using the in-built editor)... etc.

Note: PPK files have a limited lifespan, after approx. 90mins you will need to obtain a new one in order to login again. This lifespan can vary.

File management

Advanced: CyberDuck SFTP Guide

Firstly, download and install CyberDuck. This can be used on either Mac or Windows. You can do this by going to the CyberDuck website below:

You will then need to login to the panel. After this, press "Service" on the left menu, then "Access" under that to display your sFTP/SSH login information. Click open the "Download" button, this will cause a popup to appear, confirm you have read the very serious message, and, download button again - Your browser will now download a .chPPK file to use in your sFTP capable client.

Open CyberDuck, then click "Open Connection".


Ensure the following:


Finally, click connect - and you will be able to access the servers filesystem :)

Note: PPK files have a limited lifespan, after approx. 90mins you will need to obtain a new one in order to login again.

File management

Restoring Backups

If you have made a backup via the Service > Backups page, you can restore it by:

1) Visit any Console submenu for the game software you intend to restore, ensure the server is shut down by clicking the red stop button on the right side of the page and waiting for the running indicator on the games menu to turn red.
*If the server is running, some files may not be overwritten OR may be overwritten by data in RAM when the server reboots, reverting your restoration changes.

2) Click Restore next to the backup you want to restore on the Service > Backups page.
Restoration may take a few mins depending on the size of your backup, the more data, the longer it will take.

File management

Installation Locations

All installations are stored within the /home/minecraft/* directory within their respective folders...

Minecraft: /home/minecraft/mc-instances/* See here for extra information.
CS:GO /home/minecraft/csgo/*
ARK: /home/minecraft/ark/*

Hidden Directories

Have you ever tried to change mods list (mods-list.json) for Factorio via sFTP/File Manager, but it is not working or loading any mods? Or thought "Hey, why is my uploaded Terraria save not working?", you may be the victim of a hidden directory!

Some games will store the information in a hidden directory, on your home computer, this may be located in the %App Data%. However, most of our services run on Linux CentOS, Linux does not have a %App Data%, instead, it stores these files in hidden directories such as /home/minecraft/.local/, the full stop in the directory name makes the directory hidden by default.

Hidden directories cannot be 'seen' in the File Manager, the only way to access these directories is via sFTP, the sFTP client must have 'Show Hidden Files/Folders' enabled in the client's settings/options in order to see these directories.

Note: Never remove or edit your .ssh .pki directories, you can break your service!


File management

File Manager

Navigating Around

To open a folder or a file all you need to do is double click on the file/folder

Edit Files

If you want to edit a file(s) first find the file you want to edit then double click on it, it will then open the file in a built-in text editor if it is a supported file type, if the panel does not recognise the file type of the file you are trying to edit it will ask if you want to download the file.

Uploading Files

To upload files to your server you can drag the file from your desktop then drop it on the file manager and it should upload the file for you.

Extracting/Compressing Files

If you have uploaded a compressed file or there is a compressed file you would like to extract on your server you can right-click the file then select Extract from the menu to extract the file.

You can also compress files by right-clicking on the file/folder and selecting compress from the menu. This will then generate a compressed zip of the files/folders you selected.

Network connectivity

General information about network connectivity and how to test it

Network connectivity

Testing connectivity (MTR)

In order to see what might be affecting your connection to the server, we need to run something named "my trace route" in order to find out exactly where the connection has dropped. This will test the connection all the way from your computer to the server.

Windows - WinMTR
  1. Download WinMTR from
  2. Right click WinMTR and 'Run as Administrator' - Ensure you allow this program through any firewalls/anti-virus programs to access the internet.

    Note - you may need to disable Windows Firewall entirely

  3. Enter your server's IP address or hostname into the 'Host' box and click 'Start'.
  4. Allow this to send approx. 1000 packets for a thorough testing, then click 'Stop'.
  5. Press the 'Export as TXT' button, save this to desktop or somewhere you can find it on your computer.
  6. Open the TXT file you have created and copy the results to and create a URL to the log.
  7. Provide the URL to support.
  1. Install Homebrew, you can find instructions here:
  2. Open a terminal (Using the search function found in the top right hand corner)
  3. Run brew install mtr - this will install the mtr software.
  4. Enter the following command sudo /usr/local/sbin/mtr -rwc 100 PlaceYourIPHere (You may be asked to enter your password for your Mac. This is normal.) This will complete in approximately 100 seconds.
  5. You will then want to copy and paste the results onto or printscreen it and provide it to support.
  1. Run this command (preferably as root) from a terminal: mtr -rwc 100 PlaceYourIPHere

    If this is not found, use your distributions package manager, such as yum, apt-get or dnf, in order to install it.

  2. You will then want to copy and paste the results onto or printscreen it and provide it to support.


    Network connectivity

    Connection failures

    If you are unable to connect to your server:

    First, check your server logs! If the game software is noting your connection attempt it is likely your game software itself is rejecting the connection. The server logs should go into detail on why you cannot connect (Mods mismatching, version mismatching, failures to load maps etc).

    NOTE: Across most games you must be running the same version+build client-side as you do on the server. Steam games are known not to print any 'useful' errors when version mismatching occurs. You can contact support for further assistance if you do not understand the errors etc.

    Try using the numerical IP from the Server > Overview > Access menu (Old Panel: Virtual Server > sFTP/SSH Access). Note: If you are able to connect with the numerical IP, but not your hostname... Make sure your DNS is flushed, or, change your DNS server (, openDNS, GoogleDNS etc, there are many available online) to ensure your computer is retrieving up to date DNS records.

    Visit the Virtual Server > Power Controls page and run a system update (this will check all the firewalls are working as intended and if not, should kick them into proper order!). Note: Public port checkers will fail if the software on the server is not designed to respond properly.

    Make sure your game software is started to competition and awaiting player connections.



    Panel not responding

    Just purchased a server or logged in and noticed there are 'tons' of new menus on the left that you did not expect to see? Who installed all this software, where did it come from!?

    Does it look a bit like this?


    Or the CPU/RAM/DISK bars are blank?

    Don't panic!

    Your service may be down, or, the panel is unable to contact your service.

    When this happens the the CPU/RAM/DISK bars will be blank, and, as the panel is unable to determine what software is installed, it will display every game menu possible; None of these menu's will work. What you are seeing is the panel in a 'Hey, I can't talk to your service' state.

    If you are a new customer check your email inbox for an email called "Problem Creating Your Server", we send these out automatically if your service cannot be installed due to location issues. It contains a URL to change the install location and get you online faster.
    You can also use the support menu on our main website for further inquiries into the state of your service.

    If your service has only recently started this behavior, contact us via the support menu on our main website.


    Settings Errors

    Error Unable to find existing config

    This error is not critical. This is a warning; When you've first installed the game you may not have a main configuration file for the game, some games only generate this file when started for the first time. Once you press save at the bottom of your "Settings" submenu for your game instance, you will see a 'Success, saved config file.' and the warning will go away.

    Save Failed:

    This error appears when there is an issue on the config file, an invalid name, file permissions issue etc. If you are unable to resolve this error, do not hesitate to contact support via your "Support" menu.



    Generating a HAR file for troubleshooting

    To troubleshoot issues such as logging into the panel or issues with the panel not responding correctly, a customer service team member may request that you record a HAR file, or a log of network requests, while that issue is occurring and then provide that to them for further analysis.

    HAR files contain sensitive data, including content of the pages you downloaded while recording and your cookies. This allows anyone with the HAR file to impersonate your account and all the information that you submitted while recording (personal details, passwords, etc.).
    Please make sure to clear any previous request by clicking on a button that looks like firefox_2021-07-14_20-07-30.png or clear.jpg before recording your network requests for us.


    1. Open Google Chrome and go to the page where the issue is occurring.
    2. Look for the Vertical ellipsis button (mceclip0.png) and select More Tools > Developer Tools.
    3. From the panel opened, select the Network tab.
    4. Look for a round Record button ( record.jpg ) in the upper left corner of the tab, and make sure it is red. If it is grey, click it once to start recording.
    5. Check the box Preserve log.
    6. Click the Clear button ( clear.jpg ) to clear out any existing logs from the Network tab.
    7. Reproduce the issue that you were experiencing before, while the network requests are being recorded.
    8. Once you have reproduced the issue, in Chrome, click Download. Then save the file to your computer: Save as HAR with Content
    9. Upload your HAR file to your ticket or attach it to your email so that our Support team can analyze it.


    1. Open Firefox and go to the page where you are experiencing trouble.
    2. Select the Firefox menu (three horizontal parallel lines) at the top-right of your browser window, then select Web Developer > Network.
    3. The Developer Network Tools opens as a docked panel at the side or bottom of Firefox. Click the Network tab.
    4. The recording autostarts when you start performing actions in the browser.
    5. Once you have reproduced the issue and you see that all of the actions have been generated in the Developer Network Panel (should just take a few seconds), right-click anywhere under the File column, and click on Save all as Har.
    6. Save the HAR file somewhere convenient.
    7. Upload your HAR file to your ticket or attach it to your email so that we may analyze it.


    Information needed when wanting to order a service


    Service Name

    One of the most important choice you will make when ordering a service is your service name. The name you pick will be final as once a service has been created with that name, to change it, your service will need to be re-created from scratch. Sadly not all names are available. We do have a lot of services running at any given time, so there can often be a service already running with your name sadly.

    Another important reason why chosing your service name is so important is it will determine your server hostname.

    You can connect using your numerical IP (Note: Your numerical IP can be found on the "Service" > "Access" menu), eg:, OR, you can connect with your hostname.

    For example, if you chose yourname as your service name, then your service IP will be

    Your hostname can be found on the lower left side of the control panel, you can click the hostname to copy it into your computers clipboard for pasting (CTRL+V) into the game clients 'hostname/ip' box.


    To connect with a purchased domain, add "play." to the start of your domain name, eg:

    For more information about configuring custom domains, please visit: Third Party Nameservers



    Service Location

    When ordering a service it is important to get the best connection to your service as possible. This means having as lower latency as possible.
    If the service is just for yourself or for a small group of friends who all live in the same area/region, then it is best to select the location closest to you for the lowest latency.
    However, if you are looking to host or manage a larger community of people spread out across a much larger area or multiple regions, then it is best to select a location more centralised for everyone.
    EG: You have a large community based in the US and a small community based in EU, then it is recommend to select a location on the east cost of the US, such as our Buffalo data center.

    Latency test:

    Before you order, if you are unsure which location is best and wish to test the latency from you to one of our locations, we offer these test IP addresses which can be pinged or run using a MTR test to check the latency.

    Grantham (UK)
    Istanbul (Turkey)

    Dallas (US)

    Los Angeles (US)

    Buffalo (US)
    Chicago (US)
    Miami (US)
    Seattle (US)
    Sao Paulo (Brazil)
    Hong Kong (Asia)
    Tokyo (Asia)
    Sydney (Australia)

    Cold Storage

    What is Cold Storage?

    Cold Storage is an option that will allow you to cancel your service and keep the data that was on your service. This will allow you to take a break from running your service and restore it at a future date.

    How to enable Cold Storage?

    If you want to take advantage of our cold storage feature you can do so when cancelling your service if you select the "Taking a break" option.