Website Down - Systematic Troubleshooting
Follow this structured approach when your website isn't loading properly.
Quick Diagnostic Checklist
| Check | How to Test | If Failed |
|---|---|---|
| DNS Resolution | ping yourdomain.com | Check domain/DNS settings |
| Server Reachable | Access Plesk panel | Server may be down - contact support |
| Site in Browser | Clear cache, try incognito | May be browser cache issue |
| Error Code | Note the HTTP error (403, 500, etc.) | See error-specific guides |
Step 1: Identify the Error Type
No Error Page (Connection Failed/Timeout)
- DNS issue - domain not resolving
- Server unreachable
- Network/firewall issue
HTTP Error Code
- 403: Forbidden - permission or configuration issue
- 404: Not Found - missing file or wrong URL
- 500: Server Error - application or config error
- 502: Bad Gateway - app not responding
- 503: Service Unavailable - app pool stopped
SSL/Certificate Error
- Certificate expired
- Certificate doesn't match domain
- Mixed content warnings
Step 2: Check If It's Just You
Use these tools to check if the site is down for everyone:
- downforeveryoneorjustme.com
- isitdownrightnow.com
- Try from a different device or network
If only down for you: Could be local DNS cache, browser, or network issue.
Step 3: Systematic Checks
A. Check Domain Status
- Verify domain hasn't expired
- Check DNS records point to correct server
- Confirm nameservers are correct
B. Check Hosting Account
- Log into client area - is account active?
- Log into Plesk - any warning messages?
- Check disk space usage
C. Check Application Status
- In Plesk, view site logs
- Look for recent error entries
- Check if recent changes were made
Step 4: Common Quick Fixes
For ASP.NET Core Sites:
- Check Logs in Plesk for stdout errors
- Verify web.config exists and is valid
- Confirm correct .NET version is targeted
- Request application pool restart from support
For All Sites:
- Check web.config for syntax errors
- Verify default document exists (index.html, default.aspx)
- Ensure files have correct permissions
- Check disk space isn't exceeded
Step 5: Recent Changes?
Think about what changed recently:
- Did you deploy new code?
- Did you modify web.config?
- Did you update NuGet packages?
- Did DNS or domain settings change?
- Is it after a billing date?
Step 6: Check Logs
In Plesk:
- Go to Websites & Domains
- Click Logs
- Filter by error entries
- Look at timestamps around when issue started
For ASP.NET Core:
Enable stdout logging:
<aspNetCore ... stdoutLogEnabled="true" stdoutLogFile=".\logs\stdout">
Then check the logs folder for detailed errors.
When to Contact Support
Contact support immediately if:
- Server/Plesk panel is unreachable
- You see "Service Unavailable" with no recent changes
- Multiple unrelated sites are affected
- You suspect server-side issue
Information to Include:
- Domain name
- Exact error message or behavior
- When it started
- Recent changes made
- Steps you've already tried
