If you believe your website is down, please let us know by contacting us via live chat. The support team is available 24x5 and will help get to the bottom of the issue.

Accessing Live Chat:

• Click the blue "chat with us" icon (lower righthand corner)
• Enter your name and details
• Start chatting!

Note: Our servers are monitored 24x7 - both by the Pronto team and the infrastructure team at Amazon Web Services (AWS). Downtime and scheduled maintenance events are quite rare and are quickly resolved.

You can also find the most common error messages below and follow the troubleshooting instructions:

We’ll Be Right Back!

What this means:

If you see this message when trying to access your website, our servers are temporarily down. Most of this time, this is only for an instant.

How to troubleshoot:

• Try refreshing the page a few times by pressing F5 or control+shift+r.
• If this doesn’t work, check our website at http://www.prontomarketing.com/. We’re on the same server and WordPress install as you are.
• If multiple websites are down for longer than a few minutes, our infrastructure team is already on it (24/7). You can also submit a support ticket to let us know about your case and we’ll get back to you with details and a post mortem. It would also greatly help us investigate if you could send a screenshot of the error and your public IP address (tip: you can Google for it) along with the ticket's message.

Registration is disabled

What this means:

This error message is displayed when a domain is pointing to our server, but we are not yet mapped to that domain. It’s what happens to domains when they show up at our server’s front door but aren’t on the guest list yet.

How to troubleshoot:

• Try refreshing the page a few times by pressing F5 or control+shift+r. There’s a possibility things are mapped but the error page is cached.
• If that doesn’t work, create a support ticket letting us know of all domains you’d like to resolve at your website. We can map to multiple secondary domains that redirect to your primary.

Blank white page or 50x error

What this means:

These pages usually mean there’s a deeper server issue at hand. This might be on our end, or your domain is possibly pointing to another server that is having issues.

How to troubleshoot:

• Try refreshing the page a few times by pressing F5 or control+shift+r.
• If this doesn’t work, check our website at http://www.prontomarketing.com/. We’re on the same server and WordPress install as you are.
• If our website is working but yours isn’t, there may be a DNS issue or your domain might be pointing to a different server than ours. Ping the domain you’re trying to reach to confirm that it’s correctly pointing to our server.
• If you believe you’re pointing to the correct server and/or multiple websites are down for longer than a few minutes, our infrastructure team is most likely already on it (24/7). You can also submit a support ticket to let us know about your case and we’ll get back to you with details and a post mortem. It would also greatly help us investigate if you could send a screenshot of the error and your public IP address (tip: you can Google for it) along with the ticket's message.

Regular browser 404 errors

What this means:

This is most likely an issue with a missing page, incorrect URL or page timeout (slow Internet).

How to troubleshoot:

• Try refreshing the page a few times by pressing F5 or control+shift+r.
• If this doesn’t work, check our website at http://www.prontomarketing.com/. We’re on the same server and WordPress install as you are.
• If our website is working but yours isn’t, there may be a DNS issue or your domain might be pointing to a different server than ours. Ping the domain you’re trying to reach to confirm that it’s correctly pointing to our server.
• If you believe you’re pointing to the correct server and/or multiple websites are down for longer than a few minutes, our infrastructure team is most likely already on it (24/7). You can also submit a support ticket to let us know about your case and we’ll get back to you with details and a post mortem. It would also greatly help us investigate if you could send a screenshot of the error and your public IP address (tip: you can Google for it) along with the ticket's message.

How to ping your domain

Mac

• Open Network Utility (this app ships with all Macs)
• Click on the Ping tab
• Enter in the URL and click “Ping”
• Make sure to test for both with and without “www”. (www.example.com AND example.com)

PC

• Open Command Prompt (this program ships with all PCs)
• Type “ping www.example.com”, then “ping example.com”

The ping should return our server’s IP address and/or cname:

IP address: 46.137.96.191
CNAME: example.client.bypronto.com (the “example” will be something specific to your company)

Note: www and non-www domains are different domains! If one of them is correctly resolving at your Pronto website and the other isn’t, you need to update your DNS records.