In short: First establish whether the problem affects one page, one website, one service or several services. Check service status, billing and domain status before changing files, DNS or security settings.
1. Record the exact symptom
- Copy the complete error message or HTTP status.
- Record the affected address and the time, including your timezone.
- Check whether HTTP, HTTPS, email and the control panel fail independently.
- Try a private window and a second network, such as mobile data.
Do not bypass certificate warnings. A warning may identify the real fault.
2. Check the service and domain
- Check the Virgo Networks Network Status page.
- In the Client Area, confirm that the hosting service is Active and its invoice is paid.
- Check that the domain is active and has not expired.
- If DNS changed recently, allow for the previous answer to remain cached until its TTL expires.
3. Narrow down the cause
- One page fails: check its URL, application route and recent content changes.
- Every page on one site fails: check DNS, SSL, the document root and application logs.
- Several sites fail: check the status page and open one ticket describing the common scope.
- SiteWorx opens but the site does not: the hosting account may be reachable while the web server, PHP or application has failed.
SiteWorx web-server logs can help identify application and request errors. See the InterWorx log guide.
4. Check recent changes
Consider deployments, plugin or theme updates, PHP changes, DNS edits, certificate renewals and large uploads. Do not delete data or disable security controls simply to test.
What to send support
Provide the domain or service, exact URL, complete error, first known failure time, whether another network is affected, and any recent change. Include relevant text from logs; never send passwords or private keys.
