How to Troubleshoot a Website that is Down or Broken

Overview

When your website is failing to load, displaying a server error, or showing a blank page, the issue is typically caused by a misconfiguration in your DNS settings, server resource limits, PHP configuration, or website code (plugins/themes).

Before reaching out to support, you can follow this checklist to identify and resolve common issues yourself.

Website Down Checklist & Self-Service Steps

1. Check Nameservers & IP Address

• Verify that your domain’s Name Servers (NS) are pointing to the correct hosting provider.

• Ensure your A Record is correctly pointing to your hosting server’s actual IP address. If you recently changed hosts or DNS providers, allow time for DNS propagation.

2. Confirm DNS Records

• Double-check that all required DNS records (such as www CNAME records or root @ A records) exist in your active DNS zone file and match your hosting server details.

3. Check PHP Version & Resource Limits

• Ensure your hosting environment is running an updated, supported PHP version compatible with your website framework (e.g., WordPress).

• Verify that your PHP resource limits (such as memory_limit, max_execution_time, and upload_max_filesize) are scaled appropriately for your site’s size and plugins. Low memory limits often cause blank pages or 500 internal server errors.

4. Check for Broken Plugins, Themes, & File Placement

• Plugins & Themes: If using a CMS like WordPress, a recent update or incompatible plugin can crash your site. Temporarily disable plugins (by renaming the wp-content/plugins folder via File Manager/FTP) to see if the site loads.

• File Structure: Ensure your core website files (like index.html, index.php, or .htaccess) are placed in the correct public directory (typically /public_html or the domain root folder) and have not been corrupt or accidentally deleted.

When to Connect with Support

If you have completed all the checklist items above and your site remains offline, or if you need help adjusting server configurations:

• Action: Connect directly with a Live Agent via chat, phone call or email.