Website is down

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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 wiki page to ensure that you've set your nameservers 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 to resolve the issue.

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.

Before checking your .htaccess file, you should ensure that you have enabled viewing hidden files. After that, a good quick 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.

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" status 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.

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".

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 wiki 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:

  • Create a root A record (leave the name blank, or type "@" if allowed) that points to your server's IP address. This will allow your website to load by visiting the domain directly - for example: mywebsite.com will now point to our hosting.
  • Create an A record named "www" also pointed to the same server's IP address. This will allow your website to load by visiting the domain with the "www." prefix - for example: www.mywebsite.com will now point to our hosting.

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