Quick answer
First determine whether the problem is only on your side or for all visitors, then check whether the domain and hosting are working. Next check DNS records, the SSL certificate and the application on the server. Most outages are fixed by restarting a service, correcting a DNS record or restoring a backup.
How to recognize the problem
- The site shows an error in the browser or does not load at all
- The site opens for you, but colleagues and clients report it is down for them
- The page loads forever or shows a blank screen
- A server error message appears or a warning that the connection is not secure
- The hosting control panel shows the account is suspended or expired
Most common causes
Expired domain or hosting
If the domain has expired, the site usually stops loading for all visitors. The same applies to an expired hosting plan or unpaid invoice.
Wrong or deleted DNS records
Changing an A or CNAME record, or deleting records when moving to a new host, breaks the connection between the domain and the server.
Service crash on the server
The web server, PHP or the database can stop due to overload, a configuration error or an update.
Expired SSL certificate
Browsers then show a warning and many visitors leave, even though the server is technically working.
Application or plugin error
A faulty plugin, theme or update can take the site down and show a 500 error or a blank screen.
Step-by-step fix
- 1
Check whether the problem affects everyone
Open the site in another browser and in private mode, then try from mobile data. If the site opens only for you, the problem is in the cache or your local network: clear the browser cache and try again. If it does not work from another network either, the problem is on the server or domain side.
- 2
Check domain and hosting status
Log in to the domain registrar panel and check the expiry date and domain status. Then log in to the hosting control panel and check whether the account is active and whether there are unpaid invoices. Renew the domain or hosting if it has expired, then wait for the change to take effect.
- 3
Check whether the server responds
In the hosting control panel, check the server status and whether the site is turned off or suspended. Direct access to the server IP address is not a reliable check, because it may show a default page or a certificate error. If the site is turned off or suspended, turn it on. If the server is unreachable, contact hosting support with the exact time the problem started.
- 4
Check DNS records
In the hosting or registrar panel, find the DNS zone and check the records for the domain and for
www. For the main domain check the A record, and forwwwit can be an A record or a CNAME to the main domain. The records must point to your server IP address, or to the main domain. If you recently changed hosting, check whether the records were transferred and whether the TTL is reasonably short. - 5
Check the SSL certificate
Click the padlock icon next to the address and check the certificate expiry date. If it has expired, in the hosting control panel find the option to renew or automatically issue a certificate and run it. After renewal wait a few minutes and refresh the page.
- 6
Look at the error log
In the hosting control panel open the error log and look for the latest entries. Messages about a fatal PHP error or failure to connect to the database usually point to the specific cause. If you cannot access the log, check whether the database is running at all.
- 7
Disable plugins and the theme if this is WordPress
If the admin area opens, deactivate all plugins and check the site. If the site comes back, enable plugins one by one and check the site after each. If even the admin area does not open, via FTP or the file manager rename the active theme folder and check whether the site comes back. Do not delete files, just rename them so you can restore them.
- 8
Restore a backup if nothing else helps
If the site is still down, in the hosting control panel find the backup restore option and choose the most recent backup from before the problem started. Keep in mind that restoring a backup overwrites the current files and database. Before restoring, make a backup of the current state if possible. After restoring, immediately check whether the site loads and whether forms and payments are working.
If nothing helps
When you have gone through all the steps and the site still does not load, gather evidence before contacting hosting support: the exact time the problem started, the error message shown by the browser, the latest entries from the error log and a list of recent changes (updates, plugins, DNS changes). Send this to support in one message, as that is the fastest way to get a specific answer. If the site stays down for more than a few hours, consider a temporary notice page so visitors do not see an error. Do not attempt database fixes if you are not sure what you are doing, as that easily causes more damage than the original fault.
How to prevent it
- Enable automatic renewal of the domain and hosting and check the expiry date once a month
- Set up automatic issuance and renewal of the SSL certificate
- Keep a record of every DNS record and plugin change
- Check that a daily backup is being made and occasionally test restoring it
When to call a professional
If the site has been down for more than a few hours, if you suspect a hack or if you do not have access to the control panel and error log, it is better to contact IT support than to change the database and DNS records yourself.
Website development · Fast, SEO-ready, multilingual websitesFAQ
The site opens for me but not for others. What is the cause?
Most often it is the cache in your browser or the DNS cache on your computer. Clear the browser cache and try from mobile data. If the site opens then, the problem is local, not on the server.
How long does it take for the site to come back after a DNS record fix?
The change is usually visible within a few minutes to a few hours, depending on the TTL value of the record. In rare cases it can take up to 24 hours, so do not change records multiple times in a short period.
Is restarting the hosting enough?
A restart can help if a service has stopped, but it does not fix an expired domain, a wrong DNS record or an application error. That is why you should first check the cause and only then restart.