I cannot reach my website, what now?

Oh no, how annoying. You've paid for your website, but it doesn't work... Follow these steps and hopefully you'll find a solution. If not, create a ticket.

• Check if you can access the website via your 3G/4G or another network. You can also check on the site Is it down? to see if it's your network.
• Search for the error message on Google. Often you can already find what the problem is.
• Check that your domain points to the right server. Was your hosting moved to a new server? Then your domain may still point to the old server. See below how to check this.
• Getting a timeout? Then you're probably blocked from the webserver. Create a ticket with the information below.
• It could also be that you've tried to log in too many times via DirectAdmin (then the DirectAdmin site no longer works). Read My IP is blocked in DirectAdmin, what now?

Does your domain point to the right server?

1. Look up your hosting's IP address. You'll find it in DirectAdmin under DNS Management, or in the email about your migration.
2. On your computer, open a terminal (macOS and Linux) or the command prompt (Windows).
3. Run:

nslookup yourdomain.com

4. Compare the IP address in the answer with your hosting's IP address. Are they different? Then your domain still points to another server. Adjust your DNS, see How can I manage DNS settings for my domain?

What to include in your ticket

• The IP address (both IPv4 and IPv6) of the location where you are. You can find it at ip.communication.tools
• The domain name you're trying to visit. This must of course be a domain name that is hosted via PlanetNode.
• The output of a traceroute or of curl. That shows us where the connection stops.

You make a traceroute like this:

traceroute yourdomain.com

On Windows, use tracert yourdomain.com. With curl you see what the server sends back:

curl -Iv https://yourdomain.com

Copy the full output into your ticket.