Icon
FAQ

Frequently asked Questions

  • ACCOUNTING
    • I've forgotten my password.
    • What are the costs for external traffic?
    • Do I also have to pay for internal LAN traffic?
    • My server communicates via public IP address with another server in my data center. Will this be charged as external traffic?
    • Are there additional costs for the load balancer or the firewall?
    • How do you define a GB?
    • The costs for traffic are charged per gigabyte or proportionally per gigabyte?
    • What kind of data/data packages/frames is applied for charging the actual data volume used?
    • What is a support PIN?
    • How much does data transfer between data centers cost?
    • What is the difference between Shut down and "Power → Stop"?
  • APPLICATION_PROGRAMMING_INTERFACE
    • What is an API?
    • Does an extensive documentation exist?
  • BACKUP_AVAILIBILITY
    • How is my virtual data center protected against hardware defects?
    • What availability can I expect by the ProfitBricks data center?
    • Can I increase the safety and performance of my storages using a RAID configuration?
  • DATA_CENTER_DESIGNER
    • What is the Data Center Designer?
    • What are availability zones?
    • Why are there no switch elements?
    • How can I change the location of my data center?
    • The Remote Console is unable to connect to my server?
    • While opening the Remote Console a Java Error Message appears "Missing required Permissions manifest attribute in main jar".
    • Why is the remote console unable to connect to my server?
    • How can I connect to my server via the Data Center Designer?
  • LOAD_BALANCER
    • How does the load balancer work?
    • Why two servers cannot access each other, which are connected via load balancer?
  • NETWORK
    • How will I know the IP address of my new server?
    • The connection per remote console doesn't work?
    • How can I connect multiple servers with the internet?
    • How can I get further IP addresses for a server?
    • Does my server always get the same public IP address assigned by DHCP?
    • How can I install a firewall?
    • Can I operate an own DHCP server?
    • How do I create reverse DNS entries?
    • Are IPv4 and IPv6 supported?
    • What can I do, if the DHCP configuration fails during a Linux installation?
    • Is there a DNS resolver available for usage?
    • What is the maximum bandwidth of your data center?
    • How does the ProfitBricks firewall differ from other solutions?
    • What is the maximum bandwidth of your data center?
    • What can I do if the network does not work?
  • SERVER
    • How do I shut down a server?
    • How do I reboot a server?
    • How do I delete a server?
    • What is Live Vertical Scaling (LVS)?
    • How can I change an availability zone?
    • How can I receive the root/administrator passwords for ProfitBricks images?
    • What are the maximum resources of a virtual machine?
    • What do I do if my VM is no longer accessible?
    • Can I assign additional resources to virtual servers while they are running?
    • Can I scale CPU cores during operation?
    • Can I add RAM during operation?
    • Can I extend storage during operation?
    • Can I also install my own version of Windows?
  • STORAGE
    • Can I connect a storage device with multiple servers?
    • Which image types are supported by ProfitBricks?
    • How can I upload my own images?
    • Which images support Live Vertical Scaling (LVS)?
    • How can I create snapshots/backups of my storages?
    • How can I delete an obsolete snapshot?
    • Why are image files in my FTP account only 0 bytes in size? Why can uploaded files not be deleted?
    • What is the address of the server for my image files?
    • Can I use an encrypted connection for FTP upload?
  • VIRTUALIZATION_TECHNOLOGY
    • Which virtualization technology is used by ProfitBricks?
    • Can I use images by other virtual systems (e.g. Xen, VMware, HyperV)?
    • Can I use virtualization technology for myself in the virtual data center (e.g. VMware, HyperV)?
    • My uploaded Windows image has a lack of drivers. Where can I get them?

ACCOUNTING
I've forgotten my password.

You can request a new password via login screen on "Manage Account".


ACCOUNTING
What are the costs for external traffic?

At ProfitBricks you only pay for traffic, which passes through our physical gateways. This is charged with 6 cent per GB.


ACCOUNTING
Do I also have to pay for internal LAN traffic?

All internal traffic is free. You have to pay exclusively for traffic, which passes through our physical gateways.


ACCOUNTING
My server communicates via public IP address with another server in my data center. Will this be charged as external traffic?

This will be considered as internal traffic, thus it is free of charge. Exclusively traffic, which passes through our physical gateways, is charged.


ACCOUNTING
Are there additional costs for the load balancer or the firewall?

The firewall and the load balancer are available free of charge.


ACCOUNTING
How do you define a GB?

1 MB is 1024KB, 1 GB is 1024MB etc.


ACCOUNTING
The costs for traffic are charged per gigabyte or proportionally per gigabyte?

The used bytes are charged, rounded up to full cents by our metering and billing system.


ACCOUNTING
What kind of data/data packages/frames is applied for charging the actual data volume used?

We're meter and bill on Layer-2 (Ethernet) frames, which are leaving the physical gateways of the data center.


ACCOUNTING
What is a support PIN?

You can determine your own support PIN in the dashboard, which is required to authorize yourself with our support team.


ACCOUNTING
How much does data transfer between data centers cost?

Data transfer between the data centers in Germany is free. For data transmission in the United States, traffic charges are applicable.


ACCOUNTING
What is the difference between Shut down and "Power → Stop"?

If the operating system of the virtual machine is shut down, the VM on the ProfitBricks data center side is bound to the hardware resources. This means that they will be charged. To avoid this, the VM must be turned off via "Inspector → Power → Stop". Previously unused RAM and Cores of the VM incur no further charges. Please note that all occupied storage will continue to be billed.


APPLICATION_PROGRAMMING_INTERFACE
What is an API?

The ProfitBricks API enables users to develop applications and automate the managing cloud infrastructure resources. The ProfitBricks Cloud API provides an extensive list of calls and has extensive documentation to assist you.


APPLICATION_PROGRAMMING_INTERFACE
Does an extensive documentation exist?

You can find a documentation of our API here: API Documentation


BACKUP_AVAILIBILITY
How is my virtual data center protected against hardware defects?

The whole storage system ensures a maximum of redundancy for all hardware components. All storage volumes are replicated synchronously on a second storage server in a second fire zone in the same data center. Additionally all communication connections and devices have at least a single redundancy. In the event of a physical server failure of a VM, the VM restarts on another physical server.


BACKUP_AVAILIBILITY
What availability can I expect by the ProfitBricks data center?

The availability of our data center is 99.95%. More information can be found in our Terms of Service and SLA.


BACKUP_AVAILIBILITY
Can I increase the safety and performance of my storages using a RAID configuration?

Reliability of performance and security are ensured, to a large extent, because we store data in parallel, in two separate zones of a data center. The reliability and security would barely improve via the use of a mirror of mass storage devices such as a RAID 1. Striping with RAID 0, or the combination of increased security and access speed through RAID 5, would also barely have an effect, and the same is true for a DRBD device. If you wish to increase data integrity, the file system ZFS can be used.


DATA_CENTER_DESIGNER
What is the Data Center Designer?

The Data Center Designer R2 (DCD R2) is a graphical user interface that is included with all ProfitBricks accounts and is integrated into the platform to provide the ability to design, configure and manage virtual data centers.


DATA_CENTER_DESIGNER
What are availability zones?

Our data center is separated into two physical zones, which are totally isolated from each other. These availability zones (also referred to as fire protection zones) enable you to develop redundant systems and thereby to create an additional security and redundancy layer.


DATA_CENTER_DESIGNER
Why are there no switch elements?

The DCD does not use switches when creating a network segment, because functions such as switching, routing and forwarding are firmly integrated in the ProfitBricks Software Defined Network (SDN) stack. The traffic distribution is handled by ProfitBricks.


DATA_CENTER_DESIGNER
How can I change the location of my data center?

You can only specify a location for your data center before the first time you provision your data center. After your data center has been provisioned you are no longer able to change its name.


DATA_CENTER_DESIGNER
The Remote Console is unable to connect to my server?

Our Remote Console uses VNC (Virtual Network Computing) and thus requires the port 5900. Please be assured that this port is open on your end.


DATA_CENTER_DESIGNER
While opening the Remote Console a Java Error Message appears "Missing required Permissions manifest attribute in main jar".

Add the exception "https://my.profitbricks.com" in the Java configuration under the security tab.


DATA_CENTER_DESIGNER
Why is the remote console unable to connect to my server?

Our remote console uses Virtual Network Computing (VNC) and requires port 5900. Please use the most recent version from Oracle Java and allow the ports 80 (HTTP), 443 (HTTPS) and 5900 (VNC) be made available for outgoing connection requests on demand in your firewall. The remote console is immediately available after the provisioning of your server.


DATA_CENTER_DESIGNER
How can I connect to my server via the Data Center Designer?

The DCD provides an easy way to access your severs via remote console. You can access it two ways, by right clicking on the server element itself or via the inspector panel. This is a Java applet, and so we recommend using the official Java plug-in from Oracle. You can also connect to your server via SSH or RDP.


LOAD_BALANCER
How does the load balancer work?

The load balancer works according to the round robin principle. Sessions will be assigned to a backend server on the basis of the source address.


LOAD_BALANCER
Why two servers cannot access each other, which are connected via load balancer?

Both servers receive identical IP addresses by the connection via load balancer. Therefore we recommended that you set up an internal management network.


NETWORK
How will I know the IP address of my new server?

After creating and provisioning a new virtual server, an email with the IP address of your virtual server will be sent to you. You can also find the IP address in the inspector panel of the DCD in the "network" tab.


NETWORK
The connection per remote console doesn't work?

Please use the current version of Oracle Java and release the ports 80 (HTTP), 443 (HTTPS) and 5900 (VNC). The remote console is immediately available after provisioning a server.


NETWORK
How can I connect multiple servers with the internet?

The element internet access is able to manage more than one server by just binding multiple virtual machines to this access.


NETWORK
How can I get further IP addresses for a server?

In the DCD you can reserve and release additional addresses in the IP manager. Reserved IP addresses are provided in a block as a consecutive IP line and can be assigned to the server via network configuration in the inspector (e.g. as primary IP address).


NETWORK
Does my server always get the same public IP address assigned by DHCP?

A public assigned IP address by DHCP generally stays on your machine. However the IP address may be changed when you deallocate your virtual machine (stopping via power button) or when you remove the network interface in the DCD. Therefore we recommend for a webserver (or the like) that you assign a reserved IP address.


NETWORK
How can I install a firewall?

For every network interface you can activate a firewall via inspector, which blocks any incoming data traffic. You can determine via firewall rules which protocols may pass and which ports may be released.


NETWORK
Can I operate an own DHCP server?

Yes, this is possible. To make sure that a network interface will be addressed from your own DHCP server, please disable the check at DHCP. By deactivating this checkbox the allocation of IP addresses for the particular network interface via the ProfitBricks DHCP will be disabled and you can allocate information from your own DHCP for this interface.


NETWORK
How do I create reverse DNS entries?

Please contact the ProfitBricks support team for personal assistance to enable this capability and receive additional information. Email: support@profitbricks.com


NETWORK
Are IPv4 and IPv6 supported?

Currently we support IPv4, an IPv6 implementation is planned.


NETWORK
What can I do, if the DHCP configuration fails during a Linux installation?

We preset the netmask 255.255.255.255 for the DHCP IP allocation of public IP addresses. Unfortunately this is not supported by all DHCP client implementations. You can perform the network configuration on an operating system basis per configuration file or at least determine the netmask 255.255.255.0 per configuration file as well.


NETWORK
Is there a DNS resolver available for usage?

Yes, for every region there is a separate DNS resolver available. Each Data Center has its own resolver: for Karlsruhe it is 46.16.74.70, for Frankfurt am Main it is 185.48.118.6 and for Las Vegas USA it is 69.194.131.41. It makes sense to state an additional public DNS resolver in your system, to enable greater redundancy.


NETWORK
What is the maximum bandwidth of your data center?

Our German data center is connected with a bandwidth of 3 x 10Gbit/s, the data center in the USA with a bandwidth of 4 x 10Gbit/s.


NETWORK
How does the ProfitBricks firewall differ from other solutions?

The firewall offered in the DCD can be used for the simple protection of a host behind it. Once activated, all incoming traffic is blocked. Only traffic on the ports explicitly enabled is able pass through. Outgoing traffic is generally permitted. In principle, we recommend that you configure your own firewall VM, even for small networks. There are a number of free options available, such as IP tables for Linux, pfSense for BSD and various solutions for Windows. Please address any questions to our support team.


NETWORK
What is the maximum bandwidth of your data center?

As of late 2014 our data center connections are as follows: in Karlsruhe is connected with a bandwidth of 3 x 10 Gbit/s, Frankfurt with 2x10 Gbit/s and the data center in Las Vegas USA with a bandwidth of 4 x 10Gbit/s.


NETWORK
What can I do if the network does not work?

Try to connect using the remote console of your VM. If this works, perform the following steps. First, notify our support team of the VM name and the IP, as well as the URLs of web applications that may run on the VMs. Second, for Windows, we then need the outputs of the commands 'ping Hostname', 'date /t', 'time /t' and 'route print' and for Linux, we need the output of the commands 'date', 'traceroute' and 'ping Hostname'. With this information, it is usually possible to provide fast assistance. The outputs of the following commands are also useful: 'arp -n', 'ip address list', 'ip route show', 'ip neighbour show', 'iptables --list --numeric --verbose', 'cat /etc/sysconfig/network-scrips/ifcfg-eth*', 'cat /etc/network/interfaces', 'cat /etc/resolv.conf' and 'netstat tcp --udp --numeric -a'.


SERVER
How do I shut down a server?

A safe shutdown of a server is only possible via an operating system (e.g. shutdown command). Your virtual machine will be displayed as switched off in the DCD and can only be restarted via a start command in the inspector.


SERVER
How do I reboot a server?

A regular reboot is performed via an operating system (e.g. reboot command). In addition there is a reset function in the DCD, which complies with the reset button of a physical server.


SERVER
How do I delete a server?

Deleting a server can be done comfortably via DCD. Select the server and click "delete" in the inspector. Please note that a deleted storage cannot be restored.


SERVER
What is Live Vertical Scaling (LVS)?

The Live Vertical Scaling technology allows you to increase the quantity of CPU cores and RAM while the server is running, without restarting the server. Please note that the Windows operating system only allows CPU core scaling and not RAM scaling.


SERVER
How can I change an availability zone?

You can change the zones of the data center at all times until provisioning, afterwards changes are no longer possible.


SERVER
How can I receive the root/administrator passwords for ProfitBricks images?

The passwords for images provided by ProfitBricks will be sent to your specified email address and must be changed after the first login.


SERVER
What are the maximum resources of a virtual machine?

You can create any number of virtual servers each with up to 62 CPU cores, 240GB RAM and 16TB storage per storage device (of which there can be more than one).


SERVER
What do I do if my VM is no longer accessible?

Try to connect using the remote console of your VM to check if it is already running. If you have difficulties logging in to a VM, send screenshots of any error messages you encounter to our support team so they can provide you with assistance. If you are using Linux, we will need the output of the commands 'uptime' and 'top'. If you are using Windows, we will need a screenshot of the Task Manager.


SERVER
Can I assign additional resources to virtual servers while they are running?

Live Vertical Scaling (LVS) in the Data Center Designer (DCD) allows the addition of CPU cores, RAM, network interfaces and storage while the server is running and does not require a reboot. Depending on the operating system some or all of these functions may be supported. Please note: LVS is initially disabled for newly created virtual servers. When enabled a new provisioning event is needed the first time LVS is activated manually and it requires the target cirtual server to be restarted.


SERVER
Can I scale CPU cores during operation?

In general, CPU core deployment changes while the server is running are only supported with images provided by ProfitBricks. Virtual Linux or Windows instances in the ProfitBricks data center can be assigned additional CPU cores while runing live (LVS). After provisioning, they are available and can be used immediately. Virtual Machines will not restart automatically, except after the reduction of CPU cores.


SERVER
Can I add RAM during operation?

Linux instances can be assigned more RAM while running, without requiring a reboot of the server. At ProfitBricks this is called Live Vertical Scaling (LVS. Please note: when this feature is enabled for the first time it will require a restartand when reducing RAM the virtual server will restart as part of the provisioning process. There is no support for Live Vertical Scaling (LVS) of RAM for Windows, and enabling this feature can lead to errors and instability.


SERVER
Can I extend storage during operation?

A Linux VM can be assigned additional block storage while the virtual server is running, unless it is the boot drive. The capability is avaialble using the appropriate tools (for example parted, fdisk, resize2fs, mkfs, lvm). If you are using Windows, you can increase the stroage but this must be made available after provisioning additional storage using the Windows Disk Management. It is not possible to shrink disk sizes. Please note: before configuring more storages, a current and complete backup is strongly recommended.


SERVER
Can I also install my own version of Windows?

In principle this is possible. An ISO or HDD image must be uploaded via FTPS and included as an installation source. The installation of the Windows system must be done via the IDE bus, which will initially slow down the system significantly. This can be achieved using VM Host → Inspector → Storages → Storages → ' bus type ' → IDE. The ProfitBricks Windows-Virt-I/O-Driver.iso file must then be connected to the installed VM in order to install the missing Virt-I/O- and network drivers. Then the bus type on Virt-I/O can be changed, which will prompt a reboot.


STORAGE
Can I connect a storage device with multiple servers?

It is not possible to connect multiple servers on a storage device, but you can interconnect servers in a network without loss of performance.


STORAGE
Which image types are supported by ProfitBricks?

ProfitBricks supports the following types: ISO 9660 CD-ROM, VMware disk image, QEMU QCOW image, Microsoft disk image, VirtualBox disk image, UDF filesystem, RAW disk image, Parallels disk image.


STORAGE
How can I upload my own images?

You can upload your images via FTP or FTPs. Please use your ProfitBricks login data as well as your password for authentication. DataCenter Frankfurt am Main: ftp-fra.profitbricks.com / DataCenter Karlsruhe: ftp-fkb.profitbricks.com / DataCenter Las Vegas, USA: ftp-las.profitbricks.com


STORAGE
Which images support Live Vertical Scaling (LVS)?

Live Vertical Scaling is supported by all our images. Please note that Windows only allows CPU scaling.


STORAGE
How can I create snapshots/backups of my storages?

You can generate snapshots of your storage device via storage element, so that you can integrate these on every storage device. Please note that a snapshot cannot be created from an unprovisioned storage.


STORAGE
How can I delete an obsolete snapshot?

You can select the image and snapshot manager via DCD interface where you can manage all your snapshots and images.


STORAGE
Why are image files in my FTP account only 0 bytes in size? Why can uploaded files not be deleted?

Once a file has been uploaded to the FTP server, it is protected from deletion and converted and made available as an image in the Data Center Designer. When this process is completed, the file is reduced to 0 bytes to save space, however it is left on the FTP server. This is to avoid a file of the same name being uploaded, which would interfere with the processing of available images. If an image is no longer needed, please contact our support team.


STORAGE
What is the address of the server for my image files?

With your pointer, hover over the question mark next to 'Context help' button next to the selection for CD/DVD images or HDD images. The address of the FTP server will be displayed. Please note: you must upload your files on the FTP server assigned to the center of your virtual server (currently Karlsruhe, Frankfurt or Las Vegas). If you are connected to the server, there are two sub-directories available which are responsible for the respective image: HDD for mass storage and ISO for CD and DVD drivers.


STORAGE
Can I use an encrypted connection for FTP upload?

We strongly encourage you to select FTPS (File Transfer Protocol with Transport Layer Security) as the transfer protocol. This is manageable, for example, with the FileZilla program. Simple FTP also works, but this would transmit your ProfitBricks credentials in clear text.


VIRTUALIZATION_TECHNOLOGY
Which virtualization technology is used by ProfitBricks?

Our system is based on a kernel based virtual machine (KVM) as hypervisor and libvirt for triggering the virtual features. We have adapted both components to the needs of ProfitBricks and improved for the needs of a varied cloud service, in particular concerning safety and guest isolating.


VIRTUALIZATION_TECHNOLOGY
Can I use images by other virtual systems (e.g. Xen, VMware, HyperV)?

Some software images are only designed for certain virtualization systems, so that missing drivers (VirtlO) can prevent an immediate functioning. For compatibility reasons you can set the storage bus type to IDE on an experimental basis.


VIRTUALIZATION_TECHNOLOGY
Can I use virtualization technology for myself in the virtual data center (e.g. VMware, HyperV)?

Our hypervisor informs the guest operating system, that it is located in a virtualized environment. Some virtualized systems do not support virtualized environments and therefore cannot be executed on a virtual server at ProfitBricks. We generally do not recommend using virtualization technology inside virtual hosts in our data center.


VIRTUALIZATION_TECHNOLOGY
My uploaded Windows image has a lack of drivers. Where can I get them?

For a Windows VM to work correctly on our hypervisor, you need the VirtlO driver. You can install it easily via an ISO. To add a CD ROM drive to your server, select ISO "windows-virtio-driver-0.1.30.iso" and boot subsequently from it in order to use the automated installation tool.


About ProfitBricks

ProfitBricks is a globally operating company in the hosting industry that offers Infrastructure as a Service (IaaS) solutions based on cloud technology to professional users. ProfitBricks founder and industry veteran Achim Weiß assembled an international team of around 50 engineers from various specialist fields in 2010 in Berlin. Over the next two years, the IT experts together developed the next generation of hosting based on the latest cloud technologies – the virtual data center on a cost-effective rental basis.

Core Technology Choice
ProfitBricks Intel®-Cores

The new Intel® processors at ProfitBricks owe their high performance chracteristics to the Intel® Hyper-Threading Technology. Each Intel® Core is assigned a so-called hyper-thread, which enables parallelized workloads by exploiting free processor cycles. Adding Intel® processors to the CPU architectures that are available at ProfitBricks means you can now choose between Intel® cores and AMD cores for each of your virtual instances.

Download
 

ProfitBricks Login

Passwort vergessen?