My Server is Pinging Fine, but my Website is not Loading

Why Can I Ping My Server But Not Load My Website?

This issue indicates that your server is online and available to the internet, but something is specifically causing the website to fail.  Usually, that results from one of the following three issues:

• Web server isn't installed or functional
• Website software is not functional
• DNS settings for your website is not correct or unset

What Can I Do When My server Is Responding To Ping, But I Cannot Use?

Option 1: SSH/RDP into the server

If the website isn't working, test if you can still connect over SSH or RDP

If you can connect this way, make sure your web server is running. If so, you may need to diagnose DNS issues with the domain by stepping through the instructions in this article for the type of setup you have.

Option 2: Use VNC built into Cloud Control to connect

If you have a current, cloud-based VPS and SSH/RDP doesn't work, you might still be able to get into the 'console' of the computer through the VNC built into your Cloud Control area.

If this works, check the firewall to ensure your IP address hasn't been added to it. This is somewhat common on WHM/cPanel servers and others with ConfigServ Security & Firewall (CSF) or similar Fail2Ban setups.

Another way to test if it's just your IP caught in a firewall is to use another IP (e.g., mobile phone on data instead of wifi).

Option 3: Reboot From Cloud Portal

If you have a current, cloud-based VPS, you will be provided the option of rebooting your server(s) from our cloud portal.

Option 4: Contact Us

If rebooting the server did not work, the next step is opening a technical support ticket for our technicians to review.