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Troubleshooting SSH Connection Problems in Shared and Reseller Hosting

Last updated on Jul 24, 2025

Troubleshooting SSH Connection Problems in Shared and Reseller Hosting

Description:
This guide provides step-by-step solutions for resolving common SSH connection issues in Brixly’s shared and reseller hosting environments. Learn how to handle connection failures, authentication problems, and account suspensions using tools and access available to shared hosting customers.

Table of Contents

Introduction

SSH (Secure Shell) allows secure command-line access to your hosting account. Brixly supports SSH access for most shared and reseller hosting plans, but connection issues can occur. This guide will help you diagnose and resolve the most common problems without requiring server admin access.

Common SSH Connection Problems

1. Connection Refused or Timeout

  • Unable to connect, or the session times out
  • Error message: 
    ssh: connect to host yourdomain.com port 22: Connection refused
  • Possible causes: SSH not enabled, wrong hostname, wrong port, firewall block

2. Authentication Failures

  • Login prompt appears, but credentials are rejected
  • Error message: 
    Permission denied, please try again.
  • Possible causes: wrong username/password, SSH key mismatch, account restrictions

3. Account Suspension or Restrictions

  • SSH previously worked, but stopped suddenly
  • Possible causes: account suspended, resource overuse, abuse flags

General Troubleshooting Steps

  1. Double-check your SSH details:

    • Hostname (typically your domain or server address)
    • Port (default is 22, unless specified otherwise)
    • Username (your cPanel username)
    • Password (your cPanel password, unless using SSH keys)

  2. Test SSH from a terminal or client:

    • Example: 
      ssh yourcpanelusername@yourdomain.com

  3. Check your internet connection and firewall:

    • Ensure port 22 is not blocked on your network or by your ISP.

  4. Verify SSH access is enabled:

    • For shared/reseller hosting, SSH access must be enabled via cPanel by an admin or reseller.
    • If you don’t see SSH options in cPanel, contact your reseller or Brixly support.

Specific Troubleshooting Scenarios

A. Wrong Hostname or Port

  • Solution:
    • In your SSH client, confirm you are using the correct hostname (e.g., yourdomain.com) and port (usually 22).
    • Check your Brixly welcome email or cPanel for connection details.

B. Incorrect Username or Password

  • Solution:
    • Your SSH username is typically your cPanel username.
    • Reset your cPanel password if you are unsure.
    • Try logging into cPanel directly to verify credentials.
    • If using SSH keys, ensure your private key matches the public key uploaded to cPanel.

C. SSH Disabled for the Account

  • Solution:
    • Log into cPanel and look for "SSH Access" or "Terminal." If not present, SSH access may be disabled.
    • Contact your reseller or Brixly support to request SSH access.

D. Firewall or ISP Blocking SSH

  • Solution:
    • Try connecting from a different network (e.g., mobile hotspot).
    • If you can connect elsewhere, your ISP or firewall may be blocking port 22.
    • Ask your network administrator to allow port 22, or try using an alternate port if provided by Brixly.

When to Contact Support

If you have tried all the above solutions and are still experiencing issues, please submit a support ticket with the following details:

  • The exact error message you receive
  • The SSH client and version you are using
  • Your domain name and username
  • Any steps you have already taken

Support tickets help us resolve your issue efficiently and securely.

FAQ

Q: How do I enable SSH access for my account?
A: SSH access must be enabled by your reseller or by Brixly support. If you don’t see SSH options in cPanel, please request access via a support ticket.

Q: Can I use SSH keys instead of a password?
A: Yes! In cPanel, go to SSH Access > Manage SSH Keys to generate/upload keys. Always use secure passphrases for your keys.

Q: What should I do if my account is suspended?
A: You cannot access SSH or cPanel if your account is suspended. Please check your email for suspension notices and contact support for assistance.

Need further help?
If you’re unable to resolve your SSH connection problem, please submit a support ticket with full details for prompt assistance.