Common reasons a website is unavailable

There are many different reasons why you might not be able to access a website. This article will help you troubleshoot the common reasons and help resolve the issue.

Incorrect DNS Settings:

In order to access your website the domain's DNS records must be pointed correctly. If you are unsure of the correct DNS records please get in touch with our support team, who will resend your welcome email which contains the DNS settings.

If you have a Virtual Private Server account you will have your own private name servers. You must ensure that you use these details, instead of the shared ones.

Alternatively, you may not be able to complete the steps above, so please complete the steps outlined below to point your domain at our servers.

  • The A record for your domain should point to the server's main IP address. This is available in your cPanel under the Domains heading.
  • The MX record for your domain should be pointing at your domain. For example, if your domain is "mydomain.com", your MX record needs to point to "mydomain.com".
  • The CNAME record should be set to ensure that www.mydomain.comand mydomain.com have the same content. Please note, you should use a separate A and CNAME record for each subdomain you have.

Domain Name Expired:

Domains names are only registered for a certain amount of time, most commonly a year. Therefore you must renew your domain name each year, unless you haven't purchased one for a longer period. If you ever encounter problems with your web hosting one of the first things you should check is your domain registration.

No Index Page:

When opening a webpage the server tries to locate and open a file for your homepage. It searches the "/public_html/" directory for "index.html", "index.htm", and then "index.php", in that order. If the server is unable to locate any of these files, it will display a list of the directory listing.

To avoid this, simply add the following row in your htaccess file. This is located in the "/public_html/" directory.

Options -Indexes

Network Connectivity Issues:

Another alternative is that you could be experiencing network connectivity issues. Your router or modem is unable to reach your ISP. Please ensure that you can visit popular websites, e.g. Google, to rule out a problem with your internet connection.

Firewall Block:

If you are attempting to access your web hosting account from a public place, specifically a certain port, you may encounter a timeout. This is nothing to do with your web hosting account, but due to the fact that the network administrator has blocked those certain ports on the network.

To resolve, please contact the network administrator and ask them to unblock the required ports.

Please get in touch with our support team if you require further assistance.

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