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Troubleshooting remote access (KVM over IP) issues on Elastic Metal servers

Problem

You are unable to connect to your Scaleway Elastic Metal server using remote access (KVM over IP).

Symptoms

  • The remote access session does not start or remains stuck.
  • You see a black screen or no video output.
  • Keyboard and mouse inputs are unresponsive.
  • The KVM session disconnects frequently.
  • Error messages appear when launching the remote console.

Possible causes

  • The remote access feature is not properly activated.
  • Network issues preventing KVM connection.
  • Browser or Java compatibility problems.
  • The server is in an unresponsive state.

Solution

Ensure remote access is enabled

Check network and firewall settings

  • Ensure that your local network does not block KVM over IP connections.
  • Try using a different network or disable VPNs that may interfere.
  • Allow the necessary ports for remote access in your firewall settings.

Try a different browser or system

  • Some remote access solutions require specific browsers or Java versions.
  • Try launching the KVM session in a different browser (Chrome, Firefox, Safari, Edge).
  • Prefer using the HTML5 remote console over the Java version (if available).
  • Ensure that Java is updated and enabled if required.

Restart the remote access session

  • Close any existing remote access session and relaunch it from the Scaleway console.
  • If the session remains unresponsive, try rebooting your server.

Check server status

  • If your server is unresponsive, attempt a soft reboot from the Scaleway console.
  • If that does not work, use the power cycle option to restart the machine.

Contact Scaleway support

If remote access is still unavailable, contact technical support with:

  • Your server ID and IP address.
  • Screenshots of any error messages.
  • Details of the browser and system used for the connection.
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