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reinstall the server.
Doesn't Hetzner have a Robot for this exact purpose?
this is the last resort.
Usually I go to console and check what happened in the system. I don't think hetzner can do this. unless I am wrong, and I hope I am wrong.
Go to https://robot.hetzner.com/support/index
Select Product > Server > your server
Select "Remote console"
Select "As soon as possible" and any number between 1 and 3 for hours.
Add a brief description ("I can't SSH to my server")
Wait a short time for the oncall datacenter staff to attach a console and email the details
Hope and pray that you have a user configured with a password you can type in the console. Debug as appropriate that way.
Can also try rebooting from Robot (Various soft and hard ways) and use the Rescue mode if your services can handle some downtime while you investigate.
Shit, totally forgot about the password. Is there a way to reset the password ?
Rescue can do it (Mount root, chroot to it, run
passwd myuseretc.)But if you need no downtime and don't have a user/pass you can enter in the console, you don't have a lot of options.
Can't you just reset the password? I remember there was an option, just can't remember where.
You can on Hetzner Cloud: https://docs.hetzner.com/cloud/servers/getting-started/vnc-console/
However for dedicated servers you cannot and need to boot to rescue. There's a sub section describing it on https://docs.hetzner.com/robot/dedicated-server/troubleshooting/hetzner-rescue-system/
Does occur to me now that I don't think it was clarified whether they're using Cloud or not, so my bad for initially assuming it was a dedi.
You can use hetzner rescue system as mentioned above and enable ssh.
it's dedi. thanks for your help
Once you have access, it might be worth checking your logs and whether you're up-to-date. I came across this today: https://seclists.org/oss-sec/2023/q1/92
So you can always try the Rescue console, which will mount your drives accessible and you can attempt to chroot. If you have a break glass user account, I'd suggest trying the KVM.
I will mention that the KVM is a very temperamental instance and tends to be a pain, but I've been able to save myself once or twice there where it's not clear what the issue was.
Otherwise an actual physical KVM might be necessary.