What do I do if my website is down?

Diagnose the causes of the inaccessibility of your web site

Last updated 16th July 2021

Objective

Several error messages may appear on your browser in the event of your site being inaccessible. The examples below indicate an incorrect configuration of your DNS or a suspended domain (if your website does not display one of the error messages described here, see the Go further section of this guide):

Browser Error Message
Chrome:
"This site can't be reached"
cantbereached_chrome
Firefox:
"Hmm. We're having trouble finding that site."
cantbereached_firefox
Edge:
"Hmmm... can't reach this page"
cantbereached_edge
Safari:
"Safari Can't Find the Server"
cantbereached_safari

Find out how to resolve the "This site can't be reached" type errors

OVHcloud provides services which you are responsible for with regard to their configuration and management. You are therefore responsible for ensuring they function correctly.

We have provided you with this guide in order to help you with common tasks. Nevertheless, we recommend contacting a specialist provider and/or the service’s software publisher if you encounter any difficulties. We will not be able to assist you ourselves. You can find more information in the Go further section of this guide.

Requirements

Instructions

Step 1: check the validity of your domain name subscription

You are solely responsible for renewing your web services.
As a hosting provider, OVHcloud is required to permanently delete any web services (domains, hosting plans, e-mails, etc.) that have not been renewed in time, as well as all of the data they store.

As a result, we strongly recommend that you enable automatic renewal for all of your OVHcloud subscriptions.

To check that your domain name subscription is valid, click on your name at the top right-hand corner of your OVHcloud Control Panel, then click on Products and services within the right-hand menu.

control-panel|

Renew your domain if necessary with the ... button, then click on Renew service.

renew-service-button

After the renewal of your offer is completed, your website will be available within a maximum of 48 hours.

Step 2: check the DNS servers

To check that your DNS servers are valid, click on Domain names in the top left-hand corner of your OVHcloud Control Panel, then on your domain name.

Scenario 1: no anomalies appear on the DNS servers

Check the servers listed in the DNS servers tab:

srv-dns-ok2

If they are identical to the targets of the NS type entries in the DNS zone, go to step 3:

srv-dns-ok

Scenario 2: a warning appears above the DNS zone

A warning in the DNS zone tab indicates that the DNS servers used by your domain name are not the ones indicated in your DNS zone. Two scenarios are possible:

  • Under the sentence "You are currently using the following DNS servers", the servers listed are "ns ? .ovh.net" and "dns ? .ovh.net" (replace the "?" by any number):

warning_other_ovh_dns_srv

Modify the DNS servers as described in this guide, so that they are identical to the targets of the NS type records in your DNS zone.

Your website will then be available within a maximum of 48 hours.

  • Under the sentence "You are currently using the following DNS servers", the servers listed are not "ns ? .ovh.net" and "dns ? .ovh.net".

warning_external_dns_srv

In this situation, please contact your webmaster or OVHcloud partners before making any changes.

The DNS servers used by your domain name may be functional and the problem accessing your website be linked to a missing or incorrect entry in the active DNS zone. Changing the DNS servers in this situation might make your e-mail addresses or other online applications related to your domain name unavailable.

Scenario 3: no NS-type entries appear in the DNS zone

Your domain’s DNS zone does not contain any NS record:

srv_dns_missing

Back up the current zone by clicking on the Change in text format button:

change_DNS_zone_change_text_format

Then copy and paste the content of your DNS zone into a text document on your computer.

Then click on Reset my DNS zone and select No, but I want to reset my DNS zone. Select your e-mail and hosting servers and click on Confirm.

change_DNS_zone_reset

Your website will then be available again within a maximum of 24 hours.

Step 3: check the DNS zone

In this step, you will find your hosting plan’s IP address, then add it to your DNS zone.

If your site is not hosted on the OVHcloud infrastructure or is managed by another provider, please contact the concerned support service.

If your site is hosted on one of our Cloud web offers, click on the Hosting plans tab on the left-hand side of your screen and choose the web hosting offer which contains your website.

In the General information tab, copy the IPV4 and/or IPV6 address of your domain name.

ipv4-6

Then refer to it in your domain’s DNS zone, by modifying or creating one or more A entries.

ipv4-DNSzone

Your website will then be available within a maximum of 24 hours.

Go further

Resolving a “Site not installed” error

Fixing the 500 Internal Server Error

Resolving the most common 1-click module errors

For specialised services (SEO, development, etc.), contact the OVHcloud partners.

If you would like assistance using and configuring your OVHcloud solutions, please refer to our support offers.

Join our community of users on https://community.ovh.com/en/.


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