Support
What to Check When Your Website Is Down
Narrow an outage to network, DNS, TLS, hosting or application layers and collect useful support evidence.
A website can be unreachable because of network, DNS, TLS, hosting or application failures. Narrowing the layer helps support act faster and avoids unnecessary changes that make the original problem harder to diagnose.
Practical steps
- Record the URL, exact error and start time with your time zone. Test another device or network and check the provider's status page for a known incident.
- Check whether DNS points to the intended destination and whether registration or hosting has expired. Review recent DNS or nameserver changes before editing anything.
- Distinguish a TLS warning from an HTTP error or blank application page. Capture relevant logs without exposing passwords, session tokens or personal customer information.
- Review recent deployments, plugin updates and resource warnings. Ask support before performing a destructive restore or repeatedly changing several settings at once.
Check the result
After a fix, test important pages, forms, login and email from more than one network. Monitor logs and record the root cause and preventive action, not only that the homepage returned.
Before you proceed
An uptime status page may describe shared infrastructure, not every customer application. A green indicator does not prove your individual website or DNS configuration is healthy.