My website is down
First test in another browser or over mobile data, to find out if the fault is only on your computer. Then go through the causes in this order.
Does the browser warn that the site isn’t secure? My website shows “Not secure”
Common causes
Check
Can you reach the website over mobile data but not from your computer? Your IP address is then probably blocked after failed logins.
What to do
Click Whitelist IP-address on your hosting’s page in the client area.
Whitelist your IP address in the firewallCheck
Can nobody reach the website, not even over mobile data? It may be an outage.
What to do
Check the service status page. Ongoing disruptions are listed there.
Check
Does the hosting or the domain have an unpaid invoice? They are separate services with separate invoices, so the hosting can be suspended even if the domain is paid.
Check
Do the domain and www point to your hosting’s IP address? You’ll find it in the client area under Hosting Specifics. A nameserver change can take up to 48 hours to go through.
What to do
Correct the DNS records so the domain and www point to your hosting.
Does everything point correctly, but nothing works, not even email? It may be a DNSSEC error. Turn off DNSSEC for your domain
Connect a domain to your hostingCheck
Have you recently updated the website or changed the PHP version? It’s then often an error in the website.
What to do
Read the error log in DirectAdmin under Site summary & logs, or change the PHP version back.
Change the PHP version for your websiteCheck
Is your hosting hitting a resource limit? New processes and connections are then blocked for a while.
What to do
Look under Resource Usage in DirectAdmin. It shows when it happens and which resource is affected.
Good to know
- If the domain points to another provider, we can’t troubleshoot the website. Changes are then made with that provider.
Related guides
Need more help?
Email [email protected] or call 08-519 70 666.