My Website Is Down: First Steps

My Website Is Down: First Steps

Few things feel as worrying as visiting your own website and finding it will not load. The good news is that most outages are temporary and have a clear cause, and a few calm checks will usually tell you whether the problem is your connection, your browser, or the site itself.

This guide walks you through the first practical steps so you can gather useful information before raising a ticket. The more you can tell us, the faster we can put things right.

Confirm It Is Really Down

Before assuming the worst, rule out the simple causes. A problem on your own device or network can look exactly like a site outage.

1. Refresh the page once, then try again after a minute.
2. Open the site on your phone using mobile data, not Wi-Fi, to test from a different connection.
3. Try a different browser or an incognito/private window to rule out a cached error page.
4. Ask a colleague in another location to load the site.

Note What You See

The exact wording on screen tells us a great deal about the cause, so make a note of it before contacting us.

• Any error code, such as 500, 403 or 503.
• Whether the whole site is down or just one page.
• The time the problem started and the address you typed.
• A screenshot, which is always helpful.

When to Escalate

If the site is down for all visitors and not just you, treat it as urgent. Raise a priority ticket from the Support area of your client portal, or call your account manager directly so we can begin investigating the server and hosting straight away.

Frequently Asked Questions

Could it just be my internet?

Often, yes. If the site loads on mobile data but not your office Wi-Fi, the issue is likely your local network.

How quickly will you respond?

Full outages are treated as our highest priority and are picked up as soon as a priority ticket arrives.

If you need a hand with any of this, your Progressive Robot delivery team is ready to help. Raise a ticket from the Support area of your client portal or speak to your account manager and we will guide you through the next steps.