It can be very frustrating when suddenly you can’t access your website. And it is devastating when you are not sure what is causing the problem. Here are some steps to help you diagnose the problem. You must follow these steps in the sequence given.

STEP 1: Check to see if your website is displaying in your browser

If you aren’t able to see your website from your location, go here and enter your domain name (ie.


STEP 2: Is there a web server currently down?

From time to time, the server server will need to be taken down to perform update. And sometimes there are hardware failures that we need to fix. To see if a web server is currently down, please check here

  • If a web server is down, this could be the server associated with your account – in most cases, if you check back in 15 minutes, it will be back up. If on the odd chance there is a critical incident that will cause the server to be down for a longer period, we will provide updates via the server status page.
  • If there aren’t any web servers down, please go to step 3


STEP 3. Check if your domain is currently registered and active

You can test this by entering in your domain name here.


STEP 4: Send us some information that will help us to sort out your problem quickly

Please send us an email to [email protected] here containing the following information:

  1. Your domain name
  2. Your IP address from here
  3. A traceroute (From your computer’s desktop, go to Start –> Run and type in ‘cmd‘ (without the inverted commas) then press Enter. Type in: tracert (replacing with your actual domain name) and press Enter. Take a screenshot of this (press the Prnt Scrn button on your computer – usually to the right of F12) and attach in your email.
  4. A screenshot of what you are seeing when you go to your website in your browser

We will then be able to diagnose the issue quickly for you.