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Basic Troubleshooting Checklist

This is a basic high level troubleshooting checklist that can help with many issues customers may deal with.   Best to consider each one seriously because sometimes the simplest thing you over look can be the the reason for your issue.

1) Domain: Did your domain expire?   If a domain of yours all of a sudden does not come up with a browser, a lot of times we check if the domain has been paid for - even if it is not in our domain registry.   This is when it gets harder for us if a customer chooses to register elsewhere, but we try to check.  So can you - you can save a ton of time by making sure your domain did not expire.    Better yet, if you register it with us (and we can register the domain here) we have automated systems to sync your domain with your hosting to assure timely billing and reminders to assure you never have a simple problem like this.   Having two companies may seem nice to some people, but it can cause you and us a tougher time to assist you if your registrar does have problems.   We partner with the best registry clearing system provider and we always take care of our registered customers.  That is why there is a difference between MANAGED DOMAIN REGISTRARS like Parcom, and LOW COST REGISTRARS with no frill services - we have seen them not be proactive.

2) Mail: If mail is a problem, and you checked if the domain is paid for, then see if your ISP changed your ability to use third party mail.   A lot of times they will tell you to use port 587 for outbound SMTP.  Do it!   Don't use port 25 anymore anyway.   It will save you a lot of headaches if you are mobile and go from location to location.  587 is more widely accepted now due to spammers abusing 25.  This can be as easy as modifying your outbound SMTP server settings or challenging depending on the software on your device or computer.    That is ultimately your responsibility as we cannot fix your ISP or your chosen software - we can only provide this tip to make sure you are on the right path. :)

3) Site errors: If mail works, but your site is having challenges, we like to recommend going to the simplest path for troubleshooting.  Can a simple HTML page come up?   Reduce the problem by not having scripting yet.   If you see a simple HTML page come up and is not a PHP page for example, then you have a coding issue - which is something you have to resolve with your developer or consultant if applicable.    Errors can be sent to us but 9 times out of 10 there is some coding problem down to a simple path issue overlooked.

4) Drive Space: Space, are you out of disk space?   A common issue overlooked!  Make sure you have the space you need - reduce it or upgrade!

5) Security lock outs: Locked out?  Be sure you don't have a rogue device constantly banning your entire office network!  One machine trying to login with a wrong password all day long can be seen as a threat to our security network.  There is no way around that, we are very secure here unlike any other host.  We ban exponentially - meaning it may be blocked for a few minutes, then hours, then days, then weeks if you neglect it.  This is a customer responsibility, so if you have a half dozen or dozens of devices on a network - be sure you have the right password set.    If you get locked out, you'll know it because you may be able to go to your site on a smart phone (great test btw) but not at home or at your office.   We can unlock you but we will have the strict recommendation to not do this frequently otherwise we can whitelist you temporarily for a $10 a month whitelist fee.  And we won't allow that to be permanent since that does not solve your problem, the problem still exists.



These are the basics - a lot of information there, but we have a lot of experience in seeing this a great deal.  Sometimes it is the simplest answer to the most complex frustrating problem to our customers...hence we posted these top ones that can help a vast majority of tickets we receive.