Troubleshooting email or website access issues

ProblemLink to this anchor

You are unable to access your emails or website.

SymptomsLink to this anchor

• The website does not load or shows an error.
• Your domain does not resolve correctly.
• You encounter connection timeouts or security warnings.

Possible causesLink to this anchor

• DNS records are not set up correctly.
• Your hosting service is experiencing downtime.
• Your IP address may be blocked by a firewall.

SolutionLink to this anchor

Check if DNS records are set up correctly or need time to propagate

• Verify your domain’s DNS records in Scaleway’s DNS management interface.
• Use a DNS checker (e.g., whatsmydns.net - DNS Propagation Checker) to ensure your domain resolves correctly.
• If you have recently updated DNS settings, allow up to 48 hours for full propagation.

Check if firewall or security restrictions may prevent access

• Try accessing your website from a different network or mobile data.
• Ensure your site’s .htaccess or firewall rules do not unintentionally block access.

Check your email configuration for potential issues

• Verify your email settings in your Web Hosting panel (SMTP, IMAP, and POP3 configurations).
• Verify your DNS settings and ensure your domain has the correct MX, SPF, and DKIM records set up.
• Check if your email client or ISP is blocking outgoing SMTP connections (use port 587 or 465 instead of port 25).

Check if your SSL certificate may have expired or is not installed correctly

• Check your SSL certificate status via an SSL checker tool (e.g., SSL Labs).
• Renew or reinstall your SSL certificate in your hosting panel.
• Ensure your domain is correctly configured for HTTPS in your website settings.

Check if your hosting server may be undergoing maintenance or experiencing downtime

• Check Scaleway’s status page for any ongoing incidents.

Additional troubleshooting stepsLink to this anchor

• Clear your browser cache and DNS cache (ipconfig /flushdns on Windows or sudo dscacheutil -flushcache on macOS).
• Test website access using an online proxy or VPN to rule out local ISP issues.
• Check the complete documentation of cPanel or Plesk for further information.