Troubleshooting Website Not Loading

If your website is not loading, follow this systematic troubleshooting guide to identify and resolve the issue.

Step 1: Check If the Problem Is Widespread

1. Try loading your site from a different device or network (e.g., mobile data instead of WiFi)
2. Use an online tool like isitdownrightnow.com to check if others can access your site
3. If the site loads from other locations, the issue may be with your local network, ISP, or your IP may have been blocked

Step 2: Check Domain DNS

1. Run a DNS lookup:

nslookup yourdomain.com

1. Verify the IP address matches your hosting server IP
2. If you recently changed DNS, wait up to 24-48 hours for propagation
3. Check your domain has not expired in the {{COMPANY_NAME}} client portal

Step 3: Check Your Hosting Account Status

1. Log in to the {{COMPANY_NAME}} Client Portal
2. Go to My Services
3. Check if your hosting service shows Active
4. If suspended, check for unpaid invoices and pay them
5. If terminated, contact support for restoration options

Step 4: Check Error Logs

1. Log in to DirectAdmin
2. Go to Site Summary / Statistics > Error Log
3. Look for recent errors that indicate the cause
4. Common errors:

- PHP fatal errors (usually a code bug)

- Permission denied (file permission issue)

- Out of memory (increase PHP memory_limit)

Step 5: Check Resource Limits

1. In DirectAdmin, go to Resource Usage or LVE Statistics
2. Check if CPU, memory, or entry processes are at their limit
3. If resource limits are being hit:

- Enable caching

- Optimize your database

- Block abusive bots

- Consider upgrading your plan

Step 6: Check Disk Space

1. In DirectAdmin, check Disk Usage on the dashboard
2. If your disk is full:

- Delete old backups and log files

- Optimize databases

- Remove unused emails and attachments

- Clean up unused files in public_html

Step 7: Test with a Simple HTML File

1. Create a file called test.html in your public_html directory with:

<h1>Test Page</h1>
<p>If you can see this, the server is working.</p>

1. Visit https://yourdomain.com/test.html
2. If this loads but your site does not, the issue is with your application code (not the server)

Step 8: Disable .htaccess Rules

1. Via SSH or File Manager, rename .htaccess:

mv .htaccess .htaccess.bak

1. Try loading your site again
2. If it works, the issue is in your .htaccess rules

Step 9: WordPress-Specific Steps

1. Disable all plugins via SSH:

cd ~/domains/yourdomain.com/public_html/wp-content
mv plugins plugins.bak
mkdir plugins

1. Try loading the site — if it works, re-enable plugins one by one to find the culprit
2. Switch to a default theme via database if needed

When to Contact Support

Contact our support team if:

• The server IP is unreachable from multiple locations
• DirectAdmin itself is not loading
• You see server-level errors that you cannot resolve
• Your account appears active but still returns errors

Provide these details when contacting support:

• Your domain name
• The exact error message or HTTP status code
• When the issue started
• Any recent changes you made

Related Articles

• Common DirectAdmin Errors
• Understanding CloudLinux Resource Limits

Need help? Contact our support team at {{SUPPORT_EMAIL}} or open a ticket at {{SUPPORT_URL}}.