If your website is not loading, down, or offlinethere can be several possible causes. The issue may be related to your internet connection, domain name, DNS records, SSL certificate, website files, database, PHP version, or hosting account.
This guide explains the basic checks you can do before contacting support.
Step 1 – Check If the Website Is Down or Offline for Everyone
First, confirm whether the website is down or offline for everyone or only not loading on your own device or internet connection.
Try opening your website on:
- A different browser
- A mobile phone using mobile data
- A different internet connection
If the website works on another connection, the issue may be local to your device, browser, network, or internet provider.
Step 2 – Clear Your Browser Cache
Your browser may be showing an old or cached error.
Try clearing your browser cache, or open the website in a private or incognito window.
You can also try another browser to confirm whether the problem is browser-related.
Step 3 – Check the Error Message
The error message shown in the browser can help identify the problem.
Common examples include:
This site can’t be reached
This may point to a DNS, domain, internet connection, or server routing issue.
500 Internal Server Error
This usually means the website is reaching the server, but the website itself has an error.
403 Forbidden
This may be caused by permissions, security rules, or missing index files.
404 Not Found
This means the server is reachable, but the page or file cannot be found.
Your connection is not private
This usually points to an SSL certificate issue.
Step 4 – Check If Your Domain Has Expired
If your domain has expired, your website and email may stop working.
Log into the HostworX client area.
Click: Domains
Then click: My Domains
Check the domain status and expiry date.
If the domain has expired, renew it as soon as possible.
Step 5 – Check Your Hosting Service Status
If your hosting service is suspended, cancelled, or unpaid, your website may stop loading and go offline.
Log into the HostworX client area.
Click: Services
Then click: My Services
Check the status of your hosting service.
If there is an unpaid invoice, click: Billing
Then click: My Invoices
Pay any overdue invoice linked to the service.
Step 6 – Check DNS Records
If your DNS records are incorrect, your domain may not point to the correct hosting server.
Log into DirectAdmin.
Click: Account Manager
Then click: DNS Management
Check that the main domain records are present and pointing correctly.
Important: DNS changes can take time to update across the internet. This is known as DNS propagation.
Step 7 – Check the Website Files
Your website needs the correct files in the correct location to load.
Log into DirectAdmin.
Click: System Info & Files
Then click: File Manager
Open the folder: public_html
Check that your website files are present.
For most websites, there should be an index file such as:
index.php
or
index.html
If the files are missing, your website may show a blank page, a 403 error, or a 404 error.
Step 8 – Check Website Error Logs
Error logs can help identify problems with PHP, plugins, themes, scripts, or website code.
Log into DirectAdmin.
Click: System Info & Files
Then click: Site Summary / Statistics / Logs
Look for the website error logs.
Review the most recent errors around the time the website stopped working.
If you are using WordPress, errors may point to a plugin, theme, PHP version, or database issue.
Step 9 – Check the PHP Version
Some websites require a specific PHP version to work correctly.
Log into DirectAdmin.
Click: Extra Features
Then click: Select PHP Version
Check the PHP version currently selected for your website.
If the website stopped working after a PHP change, you may need to switch back to the previous PHP version or update the website code, plugins, or theme.
Step 10 – Check the Database Connection
Database-driven websites, such as WordPress, need a working database connection.
If the website shows a database connection error, check that the database name, database username, database password, and database server details are correct.
For WordPress websites, these details are usually found in the wp-config.php file.
You can check this file in DirectAdmin File Manager inside the website folder.
Step 11 – Check SSL
If the website shows a security warning or does not load using HTTPS, the SSL certificate may have expired, failed to renew, or not be installed correctly.
Log into DirectAdmin.
Click: Account Manager
Then click: SSL Certificates
Check whether the SSL certificate is active for the domain.
If you are using Let’s Encrypt, you may be able to reissue the certificate from this section.
Step 12 – Check Recent Changes
Think about what changed shortly before the website stopped working.
Examples include:
- A plugin or theme update
- A WordPress update
- A PHP version change
- DNS changes
- Website file changes
- Database changes
- A domain renewal issue
- An SSL certificate issue
Recent changes are often the fastest way to find the cause.
When to Contact Support
Please contact HostworX support if:
- Your domain and hosting are active but the website is still down
- You see repeated server errors
- You are unsure how to read the error logs
- The website is showing a database error
- The website was recently hacked or infected
- You need help restoring from a backup
When contacting support, please include:
- The domain name
- The error message you see
- When the issue started
- Any recent changes made to the website
- A screenshot of the error, if possible
Important Notes
If your website is down because of a domain expiry, DNS change, SSL issue, website error, or unpaid service, the fix will depend on the exact cause.
Do not delete website files, databases, or email accounts unless you are sure they are no longer needed.
If you are unsure, contact HostworX support before making major changes.
