If your cloud provider relocates your server, replaces the public IPv4 address, or moves the physical host to another data center, the server may temporarily disconnect from xCloud. This guide explains what to check, what to send xCloud Support, and how to bring your sites back online safely after a server IP address change.
When this guide applies #
Use this guide when the server itself remains the same, but the provider changes the public IPv4 address. Common examples include a data center relocation, physical server maintenance, provider network migration, or an assigned IPv4 replacement.
This guide is not for rebuilding a deleted server, moving sites to a new server, or changing providers through a full migration. If the operating system, server data, or xCloud services were removed, follow the relevant migration or server recovery process instead.
What happens when the server IP address changes #
xCloud connects to your server using the server details saved in the panel. If the provider changes the public server IP address, xCloud may still try to contact the old IP. In that case, the server can appear disconnected even when the server itself is still running at the provider.
Your websites may also stop loading if their DNS records still point to the old server IP address. DNS and xCloud panel connectivity are related, but they are not the same thing. Updating xCloud helps the panel reconnect to the server. Updating DNS helps visitors reach the sites hosted on that server.
Before you start #
- Confirm the provider relocation or IP change is complete.
- Copy the new public IPv4 address from your provider dashboard or provider email.
- Confirm the server data, operating system, services, and xCloud agent were not reinstalled or removed.
- Check whether your domains use xCloud DNS records, your registrar DNS, or Cloudflare DNS.
- Avoid reinstalling xCloud or recreating the server unless xCloud Support confirms it is required.
Step-by-step troubleshooting #
1. Wait until the provider relocation is finished #
Do not update records while the provider is still moving the server unless the provider has already confirmed the final new IPv4 address. During relocation, downtime can be expected and the server may not respond to xCloud, SSH, or website traffic.
2. Confirm the new public server IP address #
After the relocation finishes, copy the new IPv4 address exactly as shown by the provider. If your provider also gives a new IPv6 address, keep it for reference, but xCloud Support usually needs the new public IPv4 first when reconnecting the server.
3. Check whether the server still responds #
If you have SSH access, test whether you can reach the server at the new server IP address. Use SSH keys where possible. If SSH does not respond, check the provider firewall, server power state, and provider maintenance notice before changing anything in xCloud.
ssh root@NEW_SERVER_IPIf you cannot or do not want to use SSH, share the new IP with xCloud Support and mention that the provider completed a relocation. Support can help verify the server connection from the xCloud side.
4. Do not reinstall xCloud if the server data is intact #
If only the public IP changed and the same server data, OS, services, and xCloud agent are still present, you normally do not need to reinstall xCloud or recreate the server. Reinstalling can create unnecessary risk and may not be needed for a simple provider-side IP change.
5. Ask xCloud Support to reconnect the server in the panel #
If the server appears disconnected in xCloud after the provider changes the IP address, contact xCloud Support with the new IPv4 address. Support can verify the server record and update the saved server IP from the panel side where required.
Send this information:
- The affected xCloud server name.
- The old server IP address, if available.
- The new public IPv4 address.
- The provider relocation notice or a short summary of what changed.
- Whether SSH works with the new server IP address.
- Whether your sites are using Cloudflare, registrar DNS, or xCloud-managed DNS records.
6. Update DNS records for each domain #
After the server IP is confirmed, update the A records for domains hosted on that server so they point to the new IPv4 address. This can include your root domain, www record, subdomains, staging domains, and any custom domains mapped to apps on the server.
If you use Cloudflare, update the DNS A records in Cloudflare as well. If your site uses a proxied Cloudflare record, visitors still reach Cloudflare first, but Cloudflare must know the correct origin server IP address to connect to your server.
Related docs:
- How To Setup DNS Record In xCloud?
- Integrate Cloudflare for DNS Management with xCloud
- Cloudflare: Create DNS records
7. Verify xCloud and website access #
After xCloud Support updates the server record and DNS points to the new IP, check the server status in xCloud. Then open the websites hosted on that server in a browser. DNS changes can take time depending on your DNS provider and TTL settings.
Also check SSL status if domains were proxied through Cloudflare or if the origin server IP address was changed recently. If SSL fails or the server still appears disconnected, share the exact error with Support instead of retrying random fixes.
(Screenshot: xCloud server page showing the server connected after the IP update.)
What xCloud Support can check #
- Whether the xCloud server record still points to the old IP address.
- Whether the server can reconnect after the new IP is saved.
- Whether xCloud services and the xCloud agent appear intact.
- Whether the server still shows disconnected after the IP update.
- Whether DNS or SSL status needs a follow-up check from the xCloud dashboard.
What is outside standard support #
- Provider-side relocation scheduling, provider downtime, or provider network issues.
- Provider firewall rules, billing, or account access problems.
- Custom DNS architecture outside the xCloud dashboard.
- Application-level issues unrelated to the server IP change.
Prevention tips #
- Keep provider relocation notices and maintenance emails until the change is complete.
- Record the old and new server IP addresses before contacting Support.
- Use a lower DNS TTL before planned provider maintenance when possible.
- Keep SSH key access ready so you can verify the server after the provider move.
- Keep recent backups before planned infrastructure changes.
Expected result #
After the new server IP address is saved in xCloud and DNS records are updated, the server should show as connected in the xCloud panel, and domains hosted on the server should resolve to the new IP address.
FAQ #
Can I reconnect the same server after the provider changes the IP address? #
Yes. If the same server data, OS, services, and xCloud agent remain intact, the server can usually be reconnected by updating the saved server IP and verifying connectivity. Contact xCloud Support with the new IPv4 address.
Do I need to reinstall xCloud? #
Usually no. A provider-side IP change does not automatically require a fresh xCloud installation. Reinstall only if Support confirms that the existing installation or server data is no longer usable.
Will my websites work automatically after xCloud reconnects? #
Not always. xCloud panel connectivity and public website DNS are separate. You still need to update the DNS A records for domains hosted on the server so they point to the new IP address.
What if I use Cloudflare? #
Update the Cloudflare DNS A records to the new origin server IP address. If the record is proxied, Cloudflare will continue to sit in front of the site, but the origin server IP address behind Cloudflare must be correct.
What should I send xCloud Support? #
Send the server name, old IP if available, new IPv4 address, provider relocation notice, whether SSH works, and the domains affected. This helps Support reconnect the server and guide the DNS follow-up faster.
