Troubleshoot Backup Storage connections
| Symptom | Check |
|---|---|
| Connection timed out | Copy the assigned host and port again. Confirm the account is Active and your network allows outbound traffic to that port. |
| Connection refused | Check provisioning status, payment and the assigned port. Send support the time and error if the account is Active. |
| Permission denied (publickey) | Confirm your client uses the matching private key and that its public half is saved on this account. Allow about a minute after saving key changes. |
| Too many authentication failures | Use IdentitiesOnly yes and the intended IdentityFile in your SSH alias. |
| Prompt asks for a password | Check key selection. A key-passphrase prompt is normal for an encrypted private key; the portal password does not authenticate storage. |
| Host key changed | Compare against the panel and contact support about an unexpected change before modifying known_hosts. |
| Shell command rejected | Test with sftp cn-backup, not an interactive SSH shell. Use the protocol commands in these guides. |
| rsync files appear in the wrong directory | Use paths relative to the account root, such as cn-backup:documents/; do not prepend /data. |
| SCP fails with a protocol error | Use a current SCP client in SFTP mode, or use SFTP directly. Remove legacy -O. |
| rclone reports hash or shell errors | Set disable_hashcheck = true and shell_type = none in the SFTP remote. |
| Disk quota exceeded | Check both space and file-count usage. Remove unneeded content using the owning tool, or ask support about more capacity. |
| Access stopped partway through a job | Check the monthly transfer meter and account status. Reconnect after the limit or billing issue is resolved. |
| Borg/restic repository locked | Check for a running job on every client before using that tool's lock-recovery command. Avoid concurrent maintenance. |
Check a network connection on Windows
Replace both placeholders with your panel details:
Test-NetConnection YOUR_STORAGE_HOST -Port YOUR_ASSIGNED_PORT
For a detailed SSH authentication trace, run sftp -vv cn-backup. Review the output before sharing it; it may contain local usernames, paths and hostnames. Never send a private key or repository passphrase.
What to include in a support ticket
Send the storage account name, tool and version, exact error, timestamp with timezone, whether the account shows Active, and whether the failure affects all clients or only one. Include a screenshot of the status or usage panel when relevant. Use the support panel.