Knowledgebase: cPanel Hosting
My website is down, what should I do?
Posted by on 13 October 2012 02:34 PM

If your website is down, the best thing to do is open a support ticket. Please include your domain name, and the external IP address which you can find by going to www.whatismyip.com

We can then use this information to look at the log files on the server to see why you are being denied access.

Occasionally you may be banned for multiple incorrect login attempts, or for creating too many connections to the server.  In some cases this can be very frustrating, however the security is there to protect both your account the other users on the system.

There a few steps you can take to ensure you don’t get banned:

  1. If you are having difficulty logging in, try a maximum of 3 times. If you have tried 3 times without success, please open a support ticket so we can help. If you try to login 5 times in 5 minutes with the wrong details, you will be banned on the server firewall.

  2. If you are using a FTP client like Filezilla, CuteFTP or Dreamweaver’s in-built one, ensure you limit the maximum number of simultaneous connections to 5. FTP is a simple protocol and uploads files one at a time as a transaction. To speed things up, most FTP clients are setup to create multiple connections to the server to allow multiple files to be uploaded simultaneously. If you create a large number of connections you might be banned, if you set your maximum connection limit to 5 in your FTP client you shouldn’t have a problem.

  3. If you are working in a company/organisation where lots of people will be accessing email, FTP or your websites hosted with us, you might get banned due to the number of connections from your single external IP address. Just let us know, and if you provide your IP address we can whitelist it for you to ensure you have no further issues.
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