Is this truly a server downtime or just a connectivity OR other issue related to only you?
STEP 1 - Nameservers verification
Please make sure your domain name points correctly to our nameservers by using the DNS Checker Tool.
- If you are using third party nameservers for CloudFlare or any other hosted DNS, you should not open a downtime tickets since there can be multiple reasons for an outage. Instead, please submit as technical support ticket - More info
- If you purchased your hosting and the domain name roughly a month back, there is a possibility that your domain is suspended. We send a verification email to the registrant email address, if the email is not verified within a certain period of time, it can result in domain name suspension.
- Please check your emails thoroughly and validate the email.
- Once its done, it will take nearly 4 more hours for your domain name to be unsuspended and website to be back up again.
STEP 2 - Downtime verification
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Please go to the following websites and check whether your website/server is up and running.
https://lankadomain.com/website-reachability-test/ - If you see that your site is partially "Not reachable/Unstable" in some locations, it does not mean that the server is down, it means our server blocks/rate limit the requests. -
Check whether there is a downtime of the server;
http://secure.provider.lk/serverstatus.php (Status should be offline if there is an ongoing outage)
If the above monitoring pages shows that your server is online, there is a higher chance that your IP has been temporarily blocked due to invalid login attempts to cPanel or a related service; please disconnect your internet connection and reconnect again to obtain a new IP address. Then you can try again.
STEP 3 - Trigger an alarm
If the both of the methods mentioned in the above "STEP 2 - Downtime verification" fails, you can trigger an internal alarm by opening a ticket under "Report a downtime" section. If you submit a ticket WITHOUT checking the above instructions, you will be charged a service fee.
NOTES:
- If the given tools show your website is down, you do not have to do anything from your end and we will be looking into your ticket immediately.
- It’s NOT required to call us and inform about a downtime, your service is always being monitored. Sales phone lines are only only for sales and billing inquiries.
- If there is an ongoing issue, it must have been updated in our network status page (http://secure.provider.lk/serverstatus.php)
