The article provides troubleshooting steps for CONTROL PANEL login issues.

Login failed

If you cannot log in, you are either entering incorrect credentials or have been locked out from the system.

Incorrect credentials

If you're receiving the error message:

Your login or password is incorrect

Login or password incorrect

  1. Make sure you're on the Control Panel login page, not the User login page
  2. Try logging in using a different browser. If that works, clear cache in your current browser
  3. Use the Forgot password? option to recover your password

You were locked out from the system

If you're receiving the error message:

You were locked out from the system

Account locked

Contact the Account Owner or the Contact Manager to unlock the account.

Access denied (IP blocked)

If you're receiving the following error:

Access denied (IP blocked)

IP blocked

IP restrictions are enabled for your account and you're trying to connect from an IP address not in the Allow list. Read the Knowledge Base article on How Do I Restrict Access To CONTROL PANEL? for more information.

Page is inaccessible

If the page is inaccessible:

  1. Check your Internet connection by browsing other pages
  2. Try opening the page in another browser
  3. Open Command Prompt and run the following command to make sure port 443 is open in your network:
    telnet cp.serverdata.net 443
    Read the Knowledge Base article on What Is Telnet? How Do I Run It? for more information.
    • if a black screen pops up, port 443 is open
    • if you're getting an error message, contact your network administrator or ISP to open the port
  4. In the Command Prompt, run the following command to trace connection path to Smarsh Hosted Services servers:
    tracert cp.serverdata.net
    If you're seeing asterisks (*) on first hops - before reaching Smarsh Hosted Services servers - contact your network administrator or ISP to resolve local connectivity issues. Read the Knowledge Base article on What Is A Trace Route (tracert)? How Do I Run One? for more information.
  5. Navigate to the following page: https://cp.serverdata.net/server.aspx to determine the WEHOST server you're connecting to
  6. Contact Support and provide the following information:
    • telnet results
    • tracert results
    • WEHOST
    • public IP address you're connecting from