What do I do if my website is down?

How to diagnose the causes of inaccessibility of your web site

Objective

Several error returns may appear on your browser if your website becomes inaccessible. The examples below show an incorrect configuration of your DNS servers, your DNS zone or a suspended domain (if your website does not display one of the error messages described here, see the Go further section):

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

This guide explains how to resolve common "This site can't be reached" type errors.

Warning

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

This guide is designed to assist you in common tasks as much as possible. Nevertheless, we recommend that you contact a specialist service provider and/or discuss the issue with our community if you have difficulties or doubts. You can find more information in the Go further section of this guide.

Requirements

Administrative access to your domain name in order to change the DNS servers and edit the DNS zone
No outstanding payments and renewals of related services (domain name and web hosting plan)

OVHcloud Control Panel Access

Direct link:
Navigation path: Web Cloud > Hosting plans > Select your web hosting plan

Instructions

1 - Check the validity of your domain name subscription

Warning

You are solely responsible for renewing your web services.
As a hosting provider, OVHcloud is required to permanently delete any web services (domain names, hosting plans, email accounts, 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 the tabs below to view each of the 3 steps.

Step 1

Step 2

Step 3

Go to the page.

2 - Check the DNS servers

To check the validity of your DNS servers, go to the page, then select the domain name concerned.

Click on the scenario that matches your situation to view the content.

Scenario 1 - No anomalies appear on the DNS servers

To check the DNS servers declared, click on the tabs below to view each of the 3 steps.

Step 1

Step 2

Step 3

Go to the page, then select the domain name concerned.

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 currently use the following DNS servers", the servers listed are "ns ? .ovh.net" and "dns ? .ovh.net" (in which "?" stands for a double-digit number):

Modify the DNS servers as described in our guide "How to modify the DNS servers of an OVHcloud domain name", 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 currently use the following DNS servers", the servers listed are not "ns ? .ovh.net" and "dns ? .ovh.net".

Warning

In this situation, please contact your DNS Zone provider, your webmaster or a OVHcloud partner 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 email 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: