What do I do when my website is down?

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If you believe your website is down, please find the most relevant error message 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.

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.

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.

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.

Have more questions? Submit a request

Comments

  • Avatar
    Lance McLean

    this has nothing to do with the ticket I submitted.