My site seems to be down, what can I do?
This can happen for all manner of reasons and this guide details the most common issues and how to resolve them.
If you've got this far and found this page then it likely means there isn't a problem with your internet connection.
Before anything else, note exactly what you see when you visit the site. The wording narrows the cause straight away:
- "Server not found" or "This site can't be reached" - usually DNS or the domain itself rather than the website. Check first that the domain has not expired.
- A security or certificate warning - the site is reachable, but its SSL certificate has expired or does not match the address you typed.
- 403 Forbidden - most often our firewall has blocked your IP address. See Just down for me below.
- 503 or 508 - your account has hit its resource limits.
- 500 Internal Server Error, or a blank white page - an error in the site's own code or its
.htaccessfile. The error logs below will tell you which.
First up, let's check the Krystal Status Page - to ensure there isn't a problem with the server hosting your site.
Next, let's check whether your site is only down for you, or for everyone. We can use an external tool for this - Is it down? - enter your website's address in the search box and click Search.
Down for everyone
If this tool shows your site down for everyone, but you have access to the rest of the internet and the Krystal Status page doesn't show an issue, then it's most likely an issue with your site. We have a separate article on checking your server and PHP error logs and this should be your next stop.
A few other causes are worth ruling out before you start reading logs, because none of them leave anything useful in one:
- The domain has expired. This is the commonest reason a site disappears for everyone at once, and the easiest to miss, because nothing about your hosting has changed. See how to check if your domain or hosting is due for renewal and what happens when domains are left to expire.
- The hosting has been suspended. If that has happened, your account being suspended explains what to do next.
- You have hit your account resource limits, which shows as a 503 or 508 error.
Just down for me
It's possible you have been blocked by our firewall - this can sometimes happen if you are working on your site and something you do causes one of our firewall rules to be tripped. You can check if this is the case, and unblock yourself, by following our guide to unblocking your IP address from our firewall.
If you keep being blocked please contact support and supply all the details we need and if appropriate, we will white-list the rule or give you advice on how to avoid triggering it.
