WAIT! Do not panic!
Because we often see false-positives leading to the assumption that a website is down - we kindly ask that you please go through this checklist before opening a ticket.
First, verify if it is a local, or global outage. You can do this by running your URL through a tool such as Site24x7. This will check your website from a host of different locations, and confirm whether it is down globally, locally, or not down at all.
If your website can be reached via Site24x7, it means that the issue is between your local network, and ours. So, let's find out why!
First and foremost, the by far most common reason is that you have gotten blocked by our firewall. This can happen due to a variety of reasons, the most common being that you have an e-mail client set up to authenticate with the wrong details.
To check if this is the case, find the "IP Unblock" tool under the Support Menu in the Client Area. You can run your IP there, and find out if you were blocked in the firewall.
Another possible cause is that your website is exceeding the CPU, RAM or I/O limitations. You can see your current usage by logging into cPanel. Common causes for high usage is either that your website is simply very high traffic, and might need to be on a VPS with dedicated resources - or, even more commonly, that a plugin or script has gone amok. We recommend disabling plugins/scripst one by one to find which one causes the issue.
Finally, if neither of these two explain the issue, it may be that your internet provider can't reach us. This is commonly known as a "routing issue", and simply means that the specific route over the internet that your connection takes to reach us is impaired. To look further into this, feel free to open a support ticket providing a traceroute from your computer to your website. In some cases, we can find if the routing issue is closer to our systems - and thus resolvable by us, or if the issue needs to be taken up with your internet provider.
If you find that Site24x7 confirms an outage, the first thing to do would be to check our Status Page for more information. Thanks to our advanced monitoring, it is extremely rare that we aren't the first to discover a service impairing issue. We are quick to post information about the issue as well as the current status on this page, and keep it updated while working on any issue.
If you find nothing on our status page, open up a ticket to our Technical Support department! At this point, we ask that you please confirm that you have read this article as we will otherwise likely refer you back to it. Way more often than not, experienced outages are false-positives that can be solved by following the steps in this article!
WAIT! Do not panic!
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