A website or server may appear to be “down” for many reasons. Here are some of the reasons below and some troubleshooting steps you can take to make sure the issue is with one of our servers and not somewhere else.
Is your internet connected?
This may seem obvious, but it still pays to check you can surf the internet. Open up your browser, go to google.com.au and type something in to see if you get any results. If you get an error doing this, chances are you have an issue with your internet connection. Try rebooting your PC and router and if that doesn’t work, give your ISP (Internet Service Provider) a call.
Is your IP address blocked on our firewall?
Our servers run sophisticated firewall and intrusion protection software. If a username and password is entered incorrectly a number of times for email, webmail, ftp or cPanel, the firewall may block your public IP address from viewing the server. If your site appears down from one location, try viewing your site on another internet connection, such as an iPhone over 3G internet. If you can view the site from a different internet connection and not your own, then your IP address has been blocked.
To fix this simply go to www.whatismyip.com, take a note of the IP address and send us an email with your IP address. We will unblock your IP address and you will then be able to view your website as normnal.
Are we conducting scheduled maintenance?
Our standard scheduled maintenance window is every week from Thursday at 22:00 to 02:00 Friday AEST. Maintenance periods will never be scheduled within 08:00 to 22:00 Monday to Fridays.
For all other issues
Due to the nature of I.T, there are many things that can occur to cause issues viewing a website. We pride ourselves on offering excellent support and exhausting all possible options to make sure we have your site online. If you suspect either an issue with your hosting account or server, please open a support ticket by emailing firstname.lastname@example.org and we will gladly assist you.