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Troubleshooting1 min readUpdated

The site is down: first checks

Five minutes of checks that tell you whether it is DNS, the server, one service or the store itself.

Work from the outside in. Each step rules out a whole family of causes.

  1. Is it only you?

    Try another network (your phone on mobile data) and a private window. If it works there, your own network or your address may be blocked; see 429, 444 or the browser check.

  2. Does the domain point to the server?dig +short www.example.com must print the server's IPv4 address. A recent DNS change can take a while.
  3. Is the server up?

    Console, the server: status Ready and the Graphs tab still updating. If the console cannot reach the server, open an urgent ticket.

  4. Are the services running?

    Overview, Services: nginx, the PHP version of the store, mariadb and redis must be active. Restart the one that is not.

  5. What does the error say?

    A 502 or 504 (gateway errors), a 500 or a white page (500 errors), an SSL warning (SSL).

Mention what you saw and the time in your ticket. With the server's logs we usually find the cause in minutes.

Did this solve it? If not, tell us what you see and we look at your server.

Open a ticket

Keep reading

All 9 guides
500 errors and white pages: read the logsA 500 is the store's own code failing. Where to find the error message for Magento, WordPress and Laravel.1 min readThe server is overloaded: high CPU or loadFind out whether it is bots, cron, an import or real customers, and what to do in each case.1 min readOut of memory and swappingWhen the Memory graph is full and swap grows: what uses the memory and how to bring it back to normal.1 min read

Still stuck? Ask a person.

Tickets go straight to the engineers who run ShopWhizzy servers. Tell us the store, what you see and when it started, and we take it from there.

Open a ticket Help center