Knowledgebase
Website down! - What do I do?
| WHAT TO DO IF YOUR WEBSITE IS DOWN (PRINT THIS OUT) 1. Ensure that your domain name has NOT expired, and has the correct DNS name servers set for our network, as we do get a lot people complaining that their web site is down only to find that their domain name has expired, or that their name servers are set incorrectly. 2. If your domain name is current and using the correct name servers, then do check our Network Issues page to see if we are carrying out planned maintenance, typically done at night between midnight and 6am but if exceptionally urgent, then things like kernel updates or security patching *might* be done during the day, although very rare. If your server is listed and we are currently working on it then all you need to do is wait, and things should come back online again shortly. 3. If there are no current open network issues, test everything, check your cpanel, email, and web pages and establish exactly what doesnt work. If nothing at all is working then go to http://downforeveryoneorjustme.com to see if its only yourself thats affected. 4. If its down for everyone and has been for more than 15 minutes, then login to your client area, raise a support ticket and let us know. If it is down only for you then it could be a problem with either your internet provider, or your IP address may have been locked out. Try your website from another internet connection such as a phone or ask a friend to check your website and if working, raise a support ticket to let us know that your website is down only for you but works elsewhere. If you are getting a brute force lockout mesage, you MUST log-off for 30 minutes. Brute force lock-outs last 30 minutes exactly, so do not try to access anything that requires a login such as email or cpanel/ftp during this 30 minute period so that it can reset. Dont forget any smart phones or blackberry devices that may keep trying to login during this 30 minute period. *************************************************
PLEASE REMEMBER THAT FOR SECURITY REASONS WE DO NOT PROVIDE 100% UPTIME AS SERVERS REGULARLY NEED UDATING. ************************************************* If your website is still down between the hours of Midnight and 8am then please call our emergency number AFTER opening your ticket on: 07793 955 370 |
