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Emergency Node Rescue

Emergency rescue is appropriate when a Node remains unavailable after normal checks and cannot be investigated or recovered through customer-initiated temporary access. Examples include a Node that does not start correctly, remains OFFLINE, repeatedly fails health checks, or cannot accept the generated SSH connection.

Emergency rescue is not customer self-service. There is no customer rescue command, rescue account, or rescue-request action in the MyOwnProxy portal. Contact MyOwnProxy Support through your established support channel. MyOwnProxy administrators assess the Node and may establish emergency access to perform recovery.

Before contacting Support

When safe to do so:

  1. Confirm that the Node has power.
  2. Confirm that Ethernet is connected and that the local network has Internet access.
  3. Check the Node's current state, last heartbeat, health results, and assigned Gateway in MyOwnProxy.
  4. Record when the problem began, including the time zone.
  5. Record symptoms and exact customer-visible errors.
  6. Note recent power, cabling, network, hardware, or configuration changes.
  7. Identify affected applications and the operational impact.
  8. Keep the Node powered on and connected unless Support tells you otherwise.

Provide Support with the Node name or ID, its assigned Gateway, the collected timing and symptoms, the checks already completed, and the recent changes. See Contacting Support for the complete checklist. Do not send private keys, passwords, Node provisioning material, or other secrets.

Do not reset, reimage, disconnect, or manually modify the Node while rescue is being coordinated unless Support instructs you to do so. Those actions can remove evidence or make remote recovery unavailable.

What to expect

MyOwnProxy Support determines whether remote recovery is possible and coordinates any customer action. A MyOwnProxy administrator may inspect the Node, restore its supported configuration, or advise the next recovery step.

Remote rescue requires the Node to be powered on, connected, and reachable. It cannot recover a physically offline, unpowered, disconnected, or failed device. Support may instead ask for an on-site check, media replacement, reimaging, or Node replacement.

After recovery, confirm that the Node reports the expected Gateway assignment, returns to ACTIVE, and serves the intended proxy traffic before relying on it in production.