---
owner_slack: "#re-govuk"
title: Unable to SSH into a machine
section: Infrastructure
layout: manual_layout
parent: "/manual.html"
---

If you are on the VPN and you are unable to connect to an instance (it hangs and then
eventually fails with `kex_exchange_identification: Connection closed by remote host`),
then the instance is unhealthy. There are probably a number of alerts associated with
the instance too.

You'll need to sign into AWS and [reprovision the instance](/manual/reprovision.html).
You may want to click the "Report instance status" button while you're there, to inform
AWS that the instance is unresponsive - this should help AWS to improve their automated
checks in the future.

Document when to reprovision an instance
Document when to reprovision an instance

We have docs describing HOW to reprovision an instance
(https://docs.publishing.service.gov.uk/manual/reprovision.html),
but no documenation as to WHEN you might do so.

Hopefully this signpost documentation should match developers'
search terms and make it clear what actions they need to take in
the case of an unhealthy instance.
