Is the Server Down? I Can’t Log in or Connect

Are you unable to connect to your cPanel server to send or receive email, log into cPanel or WHM, or make an FTP or SSH connection?

Are you able to view your website in your browser? If not, and the connection simply times out, it’s possible that your IP address has been blocked by the server’s firewall. Typically, this is the result of too many failed logins (through cPanel, SSH, FTP, email, etc.) in too short a period of time.

To confirm whether that may be the case, you can test your site via a web service such as Down For Everyone Or Just Me (enter the URL of your website into the search field on the page) to see whether the site appears down for everyone else, or try to visit your website via another network, such as from a phone or tablet over its cellular connection after disabling wifi on the device.

If an IP block is suspected, it can easily be removed. If you have a Dedicated, Storm, or VPS server, and your server is running the CSF firewall, you can unblock the IP address directly from your Manage dashboard. If not, we can log into the server on your behalf, search the firewall for your IP address, and unblock it. Similarly if you’re able to confirm that your IP is not blocked, we can search the server logs for any specific errors associated with your connection attempt, or investigate any possible network issues between your physical location and the server’s that could be preventing you from accessing it.

To speed up that process, when opening a ticket, calling, or chatting in with your support request, please try to include your public IPV4 IP address (which you can obtain here) so that a support technician can help resolve the issue as quickly as possible. Please also include any error messages displayed in your browser (or email, FTP or SSH client) when attempting to connect.

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