My website is down / not working!

If your website is down, or not working properly we can suggest several things for you to try:

  • Use another browser to check if your site is loading properly first. Checking with another browser such as Firefox, Safari, or Chrome as a quick and easy troubleshooting measure will help you to know if its a browser related issue or not.
  • Check to see if there might be network issues between you and your website:
  • If your website is not loading properly or displaying some sort of error message, take a screenshot of what you see in your browser. This can be helpful to have when contacting your hosting provider for support.
  • If you have a dedicated IP address for your cPanel account and know what that IP address is, you could try to perform a ping test. A ping test is done from the command line. Open Terminal on your Mac, or, Command Prompt on your Windows PC and type in the following: ping IPAddress (replace the word IPAddress with your IP) If a response is received, then the server is online and there may be issues with the domain at your domain name registrar. If you receive a time out error, the server may be offline. If that’s the case the next step is to contact your hosting provider directly.

If you are unsure of who your hosting provider is, there are multiple ways to try and locate them for support:

  • Search your inbox for any payment or invoice notifications associated with your hosting account.
  • Check your credit card statement for the name of the company you pay for hosting services.
  • Look up details for your domain to determine your hosting provider:
    • Under Whois record tab, scroll down towards the bottom of the listing
    • Under Domain servers in listed order: your domain’s Nameserver will appear (This information may contain the name of your hosting provider).
  • You might also try performing a search for your domain with this tool to locate your provider:
Once you’ve located your hosting provider, let them know your site is down. You may need to send them the screenshot you took of the error message initially as well. Be sure to let your hosting provider know which browser you were using. Your hosting provider should be able to assist you getting your site back online promptly from here.

Contacting your hosting provider directly is the fastest way to getting your website working again.

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