If your website is down or not loading properly, the cause is usually one of a handful of common issues — DNS, browser cache, plugins, firewall blocks, or service suspensions. This article walks you through each potential cause so you can identify and resolve the problem.
Common reasons a website fails to load
A site can fail to load for many reasons: a problem with your internet connection, a problem with the website's server, or a problem with the website's code. The sections below cover the most frequent causes you can investigate and fix yourself.
Before you begin
- Access to your Exact Hosting account. Some checks (IP unblock, suspension status, billing) require you to be logged in to the client portal.
- A second device or network. Testing your site from another network or device helps confirm whether the issue is local to you or global.
- Patience for DNS propagation. Recent DNS changes can take up to 48 hours to propagate worldwide.
Step 1: Check for DNS issues
If you recently changed nameservers or DNS records, the site may not yet be resolving correctly for everyone.
- Confirm the domain is pointing to the correct nameservers and that your DNS records are set up properly.
- Use whatsmydns.net to check global propagation status.
- Allow up to 48 hours for full propagation.
- If needed, clear the DNS cache on your computer.
Note: Clearing the DNS cache can temporarily slow browsing and expose outdated information. Only clear it when necessary.
Step 2: Clear your browser cache
Your browser stores copies of pages so they load faster on repeat visits. If the site has changed recently, the cached version may load instead of the live one.
- Clear your browser's cache and cookies. See How to Clear Your Browser Cache for browser-specific steps.
- Alternatively, open the site in a private or incognito window, which bypasses cached content.
Step 3: Disable plugins, extensions, and custom themes
Browser extensions, ad blockers, and site-level plugins or custom themes can prevent pages from loading correctly.
- Disable browser extensions and reload the site.
- If you administer the site, temporarily disable plugins or switch to a default theme to see if the issue resolves.
Step 4: Check whether your IP address is blocked
Our server firewalls may block an IP address after too many invalid password attempts or other unusual activity from your local network. If you can reach your site from another network (such as mobile data) but not from your home or office, an IP block is likely.
- Log in to the Exact Hosting client portal.
- Follow the steps in Unblock Your IP Address to check and remove the block.
Step 5: Check for a service suspension
If your hosting service has been suspended, the site will not load. Two common reasons for suspensions are security incidents and unpaid invoices.
- Security suspension. If your server was compromised, your service may be suspended to prevent further risk. Contact Exact Hosting Support to begin remediation.
- Missing payment. An unpaid invoice can also trigger a suspension. Review your billing in the Client Area Management Guide.
Next steps
- Clear your browser cache. See How to Clear Your Browser Cache for step-by-step instructions.
- Unblock your IP address. See Unblock Your IP Address.
- Test DNS with hosts file overrides. See Modify Your Hosts File if you need to preview a site before DNS propagates.
Questions? Contact Exact Hosting Support.
Related articles
- Troubleshooting "500 Internal Server Error" — the most common server error
- Troubleshooting "Error Establishing a Database Connection" — database connection failures
- Understanding Resource Limits & "508 Resource Limit Reached" — hitting plan resource limits
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