Record what fails before changing settings. A DNS failure, certificate warning, HTTP error, and slow application response have different causes.
Narrow down the problem #
- Write down the full URL, time and time zone, exact message or HTTP status, and the last known working time.
- Try a private browser window and a second network. Check both the main domain and
wwwif your site uses both. - Open My Account → Hosting services (or Services) and confirm the service is active. Check the domain's expiration and recent DNS changes.
- Test whether one page fails or the whole site fails. Check whether Virtualmin and email work too.
- Review recent updates, file changes, DNS edits, redirects, and certificate changes.
Choose the next check #
| Symptom | Useful next check |
|---|---|
| Domain cannot be found | Registration, nameservers, authoritative DNS records |
| Certificate warning | Requested hostname, certificate coverage and expiry, DNS destination |
| 403 or 404 | Document root, requested path, access rules, application routing |
| 500 or 502 | Application and web error logs, PHP compatibility, backend state |
| Page loads slowly | Application logs, resource usage, large assets, database or external-service delays |
| Only one visitor has trouble | Browser cache, extensions, local DNS, or network filtering |
Make one controlled change #
Take a backup before changing application files or configuration. If a recent application update caused the issue, use its supported rollback process. Avoid blanket permission changes, repeated service restarts, or deleting unfamiliar files.
For a slow site, compare several pages and record whether delay occurs before content appears or while images and scripts load. A larger plan may help resource saturation but cannot fix all application delays.
Escalate with evidence #
Send support the affected domain, test URL, timestamp, error, recent changes, and results from the second network. Include a short relevant log excerpt with secrets and visitor information removed.
Related: Service statuses, Contact support.
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