Troubleshooting

Have an issue with your cPanel or your website? Come here to learn how to fix it.

My website is down!

If your website is offline, you should check the following items. If you're unable to receive email or unable to connect to FTP then you should check those issue's corresponding pages.

Nameservers

If your website is offline, there's a very good chance it's because of the nameservers. You should refer to the nameservers page to ensure that they're set properly. If you've recently set your nameservers, it's possible that your website is still undergoing DNS propagation.

Firewall Block

If you're unable to access your website and your control panel, then it's possible you could've been blocked in the firewall. If this is the case, please see our article on firewall blocks to learn more.

500 Error

If you're receiving an internal 500 error, this is likely because there is a PHP error on your website. If you're using a CMS like WordPress and you've recently installed a plugin, you should delete that plugin via your cPanel File Manager.

You can enable viewing the actual PHP error text, instead of the 500 error, by enabling "display_errors" via the MultiPHP INI Editor in your cPanel.

Another way to view PHP errors is by checking if there is a file called "error_log" in the same folder of the file that is prompting you with a PHP error.

Additionally, you should visit the "Errors" section of your cPanel to see if the web server has logged any errors related to your issue.

403 Error

If you've received a 403 error, you should check two things: your file permissions and your .htaccess file.

Your file permissions should have all files set to 644, and all folders set to 755. You can check this easily with your cPanel File Manager.

Note: Before checking your .htaccess file, you should ensure that you have enabled viewing hidden files.

A good way to test if the .htaccess file is the culprit is by temporarily renaming it to ".htaccess.backup". If this causes the 403 error to go away, then you have invalid code in your .htaccess file. You can delete snippets of code one-by-one until you've identified what is causing your website to break. It's recommended to take a backup of your .htaccess file before doing this.

 

Note: If your .htaccess file contains references to alt-php, you should remove that entire block of code. The alt-php PHP handler was removed several months ago and should no longer be in use.

You can also try fixing this by changing your PHP version.

Additionally, you should visit the "Errors" section of your cPanel to see if the web server has logged any errors related to your issue.

404 Error

If your website is giving a 404 error, it means the file or folder you are requesting may not exist. If you're using rewritten URLs, such as with some CMS, it could be because of an invalid .htaccess. If you have this issue and have a WordPress website, please see our WordPress 404 error page.

SSL Error

If your website is showing an SSL related error, you should perform the following steps:

1) Go to your cPanel and visit the "SSL/TLS" page.
2) Click "Manage SSL sites."
3) Scroll down until you've found your website listed, and then click "Uninstall" next to it. Confirm the uninstall. Wait 5 minutes.
4) Next, visit the "SSL/TLS Status" page in your cPanel. 
5) Click the checkbox next to the problem domain, and then scroll up and click "Run AutoSSL".
6) Allow roughly 5 minutes for AutoSSL to complete. Then, clear your browser cache and re-visit your website.

If AutoSSL fails to sign for your website, you should refer to the troubleshooting section on the SSL certificate page.

DNS Records

If you're using our nameservers and you haven't modified any of your DNS records, you can skip this part of the guide.

However, for those using 3rd party nameservers (such as Cloudflare) you will want to ensure that you've created all of the DNS records required for your website to load:

These two records are the bare minimum to getting your website to load. If you create any new subdomains in your cPanel, you will want to create an A record for each of them. The name for the A record should be identical to the subdomain name, and the value of the record should be the server's IP address.

For e-mail, you will want to review your MX records  if you intend to send and receive mail. You will want an MX record with a normal priority (10), no name (leave it blank, or type "@"), that points to your server hostname.

For SPF and DKIM records, you will want to visit the "Authentication" section of your cPanel under the Email settings to identify the correct values to input there. They should be created as TXT records. 

Resources are full

If your website is maxing out its resources, then it can interfere with your website loading. Resources are things such as processing power, process limits, disk space, or memory usage. To quickly check if this is the case, log in to your cPanel and refer to the sidebar on the right side of the page and check if any of those limits are full (>90%)

Server Issues

The issue could be on our side. If this is the case, you should refer to the URL mentioned below to check up on the status of your server: https://status.archhosting.net

My email is blacklisted!

If you are unable to send email because of a blacklist, we likely already know about it! We automatically monitor hundreds of email blacklists, and immediately after any listings we will reach out to the necessary provider for resolution.

Error Log Locations

Errors will be logged in a few locations.

For help troubleshooting some common errors, please see the website offline page.

Improving email deliverability

If you're having trouble sending out emails, there are tools in your cPaenl that can assist you with this.

Track Delivery

The first tool is "Track Delivery", as seen here:1.png

On this page, you should click the "Show All" button. 

 

2.png


After that, it will list all of your emails and the associated status message.

Email Deliverability

The next tool is the Email Deliverability page in your cPanel.

3.png


On this page, click "Manage" next to the domain encountering issues and you will be able to see a list of errors and suggested fixes.

4.png

DNS Propagation Process

DNS propagation occurs whenever any part of your domain's DNS has been modified or updated. DNS changes are not always instant - they can take up to 48 hours before the changes are reflected on your network. This wait period is called DNS propagation. Your website or DNS changes may not be online until the propagation period has passed.  

How long does DNS propagation take?

The age-old rule is that DNS propagation can take "24-48 hours". However, it usually is much quicker than that - and we've seen that it usually can be resolved in as little as 15 minutes. The exact time it takes will vary depending on your ISP, your router, your computer, and your operating system.

Speeding up DNS propagation

You can speed up DNS propagation by clearing your DNS cache. You can find a guide on how to do that on Windows and Mac systems here: https://www.whatsmydns.net/flush-dns.html

It's also recommended to clear your browser cache in addition to clearing your DNS cache.

Checking nameserver status

You can look up your website's currently propagated nameservers with a tool such as https://intodns.com/

After searching your domain, refer to the "Domain NS Records" field. The reported nameservers should match the nameservers given to your account.

Checking root A record status

Note: This part is for advanced users, intended for those very curious about the status of their DNS propagation.

If you've recently updated your domain's nameservers, you will need to wait for DNS propagation before the changes take effect. You can check DNS propagation status on your root A record with a tool such as this one: https://www.whatsmydns.net/


Begin by entering your domain into the text field, and click "Search". This will perform a lookup of what IP address your domain is reporting across the globe. If an "X" is displayed in many locations, then the propagation hasn't completed yet.
If an IP address is reported, then you should look up the IP address to ensure it's the correct IP address. Your server's IP address is mentioned in your welcome email, but another easy way to check it is by looking up the IP address on a website such as https://ipalyzer.com/


With Ipalyzer, you can search the IP address and read information about the IP address. When searching an Arch Hosting IP address, you will see that the "RDNS" field under the "Info" tab says your server hostname. If you look up an IP address obtained at whatsmydns.net and then ipalyzer.com confirms that the RDNS matches your server, then chances are the site is configured correctly for those locations.  

 

cPanel is not loading

If your cPanel won't load, please check the following items:

Unable to receive email

If you aren't receiving any emails, you should check any of the following items:

Check that the account exists

Have you created the e-mail account in your cPanel? Visit your cPanel, and go to the "Email Accounts" page. Make sure that you have an account created for the address you're trying to receive mail for.

1.png

Check if it's a mail client problem

Is it possible that you are receiving e-mail, but your mail client isn't configured properly? A good way to check this is by visiting your email account via webmail, and checking to see if the e-mails are being delivered there. To do this, visit the "Email Accounts" section in your cPanel, and click the "More" dropdown button for the address you want to view. Then, click "Access Webmail". 

1.png

Check nameservers

Are your nameservers set up accordingly? You should double check that your nameservers are properly pointed to our hosting. If the nameservers are not pointed to our hosting, then you will usually not be able to receive mail. 

 

Check MX records (when using our nameservers)

If you're using our nameservers, check your MX records via your cPanel. Visit the Zone Editor section of your cPanel.

2.png


Click the "Manage" link next to the domain you are experiencing issues with.

3.png

Filter the records to only show MX records:

4.png

Ensure that there's only one record that is pointed to either your domain name or your server hostname, as seen in the picture below.

5.png

If you have multiple MX records, try deleting all except the one as shown above.

Note: If you choose to point your MX record to your domain, instead of your server hostname, you should verify that your domain resolves to our hosting.

Check MX records (When using 3rd party nameservers)

If you're not using our nameservers, and you do not wish to use our nameservers, then you should ensure that you have created MX records to direct mail to our servers. You should create an MX record and point it to your server hostname. 

For example, with Cloudflare you would want to add an MX record similar to the picture below. Be sure to replace "XX" with the actual numbers that your server is assigned.

6.png

If your MX records are set up, also check that you don't have other MX records with a higher priority. You should ensure that the Arch Hosting MX records have the highest priority. The lower the number, the higher the priority - therefore an MX record with a priority of 1 will receive mail over an MX record with a priority of 10.

Check your email routing

Visit the "Email Routing" section of your cPanel, and make sure that you have "Local Mail Exchanger" set up as the option under the "Configure Email Routing". You should only have this set as Backup or Remote if you're using 3rd party mail servers - most of the time you will want it as a Local Mail Exchanger. 

7.png

Check your email log

Try visiting the "Track Delivery" section of your cPanel, and then click the "Show All" button at the top of the page. This will give you a list of some sent and received email, and under the "Result" column it should include a short description of what the issue could be.

Unable to connect to FTP

If you're unable to connect to FTP, you should check the following items.

Check your hostname

Please try using your server hostname as the connecting hostname, instead of using your own domain name.

Check your protocol

If your FTP client gives you a choice between protocols, try using both FTP or FTPS. You should not use SFTP unless you have enabled SSH access.

1.png

 

Check your SSL settings (encryption)

Try connecting with each possible option, to see if you can find an option that allows you to successfully connect.

2.png

Transfer Modes

Try connecting as passive, and if that fails, try connecting as active.

3.png

Check your FTP client

Try using a different FTP client, and seeing if the issue is persisting. If you're not using Filezilla, we would recommend downloading that client (for Windows PCs).

Check your usernames & passwords

You can usually use the same username and password that you login to your cPanel with FTP. Alternatively, you can generate an FTP account via the FTP accounts section of your cPanel. Please note that if attempting to log in with an account generated via your cPanel, you should make sure that you're copying the username properly. A user-generated FTP account will have the "@yourdomain.com" extension on the username - similar to an e-mail address. You should include this part in your FTP client's username box when configuring your connection.

 

WordPress subpages give 404 error

If you have a Wordpress website and are experiencing 404 errors on all pages except your homepage and your admin area, then it's probable that your .htaccess file is missing the necessary Wordpress configuration. 


To resolve this, perform the following steps:

# BEGIN WordPress

RewriteEngine On
RewriteBase /
RewriteRule ^index\.php$ - [L]
RewriteCond %{REQUEST_FILENAME} !-f
RewriteCond %{REQUEST_FILENAME} !-d
RewriteRule . /index.php [L]

# END WordPress

Email is being marked as spam

If you are sending e-mail and it's being marked as spam, there's a few things you can do to resolve this:  

Newly registered domains

If you've recently registered your domain, it can take some time for your domain to build up a reputation as a legitimate e-mail sender.

SPF Record

If you're using 3rd party nameservers, you should double check that you've created an SPF record. You can find the correct SPF record contents via the "Authentication" section in your cPanel.

Are the e-mails legitimate?

If you send a blank e-mail, an e-mail with no subject, an e-mail with a lot of spam-like keywords, then they may be triggering spam blocks and result in being marked as spam.

Are you sending high volumes of mail?

If you send a large amount of mail in a short period of time, your mail may trigger spam blocks until the volume reduces to normal levels.

Are you following email best practice?

You should only send mail to individuals who have signed up for your mails or opted into them. You should include an unsubscribe link in your emails, and have a clear process for unsubscribing from your mails. 

Obtain a dedicated IP address

If the issues persist, we would recommend obtaining a dedicated IP address. This ensures that your mail is sent from an IP that only you have access for, which will greatly reduce the likelihood of your mails being marked as spam. We offer dedicated IP addresses for $2/mo, and you can obtain one by placing an order via your client area.

Blocked in the firewall

If you are unable to access both your website and your cPanel, it's likely that you were accidentally blocked in the firewall. If you'd like to confirm this, you can try accessing your website from an alternative IP address and checking if it loads. The easiest way to do this is to visit your website via your mobile phone while it's connected to cellular data, and not while it's connected to your home wifi network. If the website loads on your phone, then it's likely that your home IP address was blocked.

To fix this, please open a support ticket via the link below and include your IP address. To find your IP address, please visit this website while you are connected to the same network that is blocked.

You can submit a firewall unblock request here: https://archhosting.net/billing/submitticket.php?step=2&deptid=7

Why was I blocked?

Our firewall automatically monitors all services on our network, and if it detects too many failed login attempts in a short period of time then it will automatically trigger a block on the IP address attempting to log in. This firewall monitors e-mail, cPanel web logins, FTP, and SSH. This is extremely important to protect your account from brute force attacks and hackers. When a block is in place, your website is still online and live - only traffic from the blocked IP address will be rejected.  

You will only be blocked in the firewall if you incorrectly log in too many times. You should double check that you're using the correct login credentials when logging into any part of our network. For example, if you've set up your e-mail account to be used with a mail client, you should double check that you've entered the correct username and password. Many times mail clients will repeatedly try to login in the background which could cause these blocks to keep reoccurring. 

It's extremely inconvenient, and it generates a huge amount of tickets -- but it's a necessary evil. We value security above all else, and must maintain a strict firewall to protect user accounts from any possible outside threats. 

Moving WordPress folders

Note: This guide may not work with Wordpress multisite installations. 

If you install Wordpress via the default settings in Softaculous, you might find that your Wordpress installation was installed into a folder - such as /wp. This would result in your Wordpress installation being accessible at yourdomain.com/wp instead of yourdomain.com

An example of this would be if you visit your website and see this:

1.png 

To fix this, you will need to move your Wordpress contents and also update your Wordpress configuration.

To begin, you should log in to your Wordpress admin area. You can access this by visiting the "wp-admin" folder in your Wordpress directory, with the login credentials you selected upon Wordpress installation. For example, it might be in yourdomain.com/wp/wp-admin/

Once inside your Wordpress admin area, you should click on the "Settings" tab on the left sidebar menu and then click the "General" option underneath.

2.png

Once inside the Settings -> General menu, you will need to modify two values: the "WordPress Address (URL)" value and the "Site Address (URL)" value. You should modify these values to remove the "/wp" ending from your website address.

For example, these two boxes would have previously said "https://yourdomain.com/wp" - after modifying them they should look like this: 

3.png

Once you have completed your changes, scroll down and click the "Save Changes" button.

Note: Once you make these changes, this will break your website! That is okay - we will fix this in the coming steps.

After making these changes, you will probably see a "404 Not Found" error - like the one below. That's okay.

4.png

The next step is to log back in to your cPanel and visit the File Manager, as shown below.

5.png

Once you are in your file manager, you should visit the folder that contains your website. This will usually be the "public_html" folder if you are doing this on your primary domain. If you are performing this work for an Addon Domain or Subdomain, you should then instead visit the folder where that domain lives.

Once you are inside your domain's folder, you should see something that looks like the following image.

6.png

One important thing you must do now is enable viewing hidden files in your File Manager. To do this, click the "Settings" button at the uppermost top right corner of your screen, and check the "Show Hidden Files (dotfiles)" checkbox. Then, click the Save button.

Next, you should double click the "wp" folder to enter this folder. You should then click the "Select All" button to select every file and folder in your Wordpress folder. While all of these items are selected, then click the "Move" button. This will then ask you to enter a new file path. You should then remove "/wp" from the file path. For example, if you are performing this work from the public_html folder then your current file path will be "/public_html/wp". You should change this to say only "/public_html" - as shown in the picture below.

7.png

After you have entered the correct path, click the "Move File(s)" button to execute these changes. 

That's it! You are done! 

If you want to be tidy, you can click the "Up One Level" button, select the "wp" folder and click delete - as it is now an empty folder that is not needed. (Make sure you don't accidentally delete wp-admin, wp-content, or wp-includes)

You can now visit your website by directly going to the URL, without needing the "/wp" in the URL.

us-west07 cPanel Migration Log

At 9:30 PM PDT August 10, we began the transfer of cPanel accounts on server us-west07 to server us-west06.

Please ensure that your nameservers for all domains are set to the following:

If you are using Cloudflare, your new server IP address that you should update your DNS records towards is 204.152.211.44

The new server hostname is us-west06.archhosting.net

The new server cPanel login URL is https://us-west06.archhosting.net:2083

The new server IPv6 address is 2607:fcd0:106:5c01:c000::2

The migration is currently underway, and we will post updates here as they are made available.

4:53 AM We're a little over halfway through with transferring accounts.

7:50 AM The migration has completed. All accounts have been brought online on us-west06. Dedicated IP addresses will be re-enabled this evening.