diff --git a/menu/navigation.json b/menu/navigation.json index 6baace2906..3624775834 100644 --- a/menu/navigation.json +++ b/menu/navigation.json @@ -2886,6 +2886,32 @@ ], "label": "Additional Content", "slug": "reference-content" + }, + { + "items": [ + { + "label": "Troubleshooting cPanel or Plesk access issues", + "slug": "troubleshooting-access-issues-cpanel-plesk" + }, + { + "label": "Troubleshooting mail or website access issues", + "slug": "cant-access-website-mail" + }, + { + "label": "Troubleshooting DNS issues", + "slug": "troubleshooting-dns-issues" + }, + { + "label": "Troubleshooting mail delivery issues", + "slug": "troubleshooting-email" + }, + { + "label": "Troubleshooting FTP access issues", + "slug": "cant-connect-ftp" + } + ], + "label": "Troubleshooting", + "slug": "troubleshooting" } ], "label": "Web Hosting", diff --git a/pages/webhosting/troubleshooting/cant-access-website-mail.mdx b/pages/webhosting/troubleshooting/cant-access-website-mail.mdx new file mode 100644 index 0000000000..df75b276bb --- /dev/null +++ b/pages/webhosting/troubleshooting/cant-access-website-mail.mdx @@ -0,0 +1,57 @@ +--- +meta: + title: Troubleshooting email or website access issues + description: This page suggests solutions if you cannot access your emails or website. +content: + h1: Troubleshooting email or website access issues + paragraph: This page suggests solutions if you cannot access your emails or website. +tags: web-hosting troubleshooting +dates: + validation: 2025-02-05 + posted: 2025-02-05 +categories: + - webhosting +--- + +## Problem +You are unable to access your emails or website. + +### Symptoms +- The website does not load or shows an error. +- Your domain does not resolve correctly. +- You encounter connection timeouts or security warnings. + +## Possible causes +- DNS records are not set up correctly. +- Your hosting service is experiencing downtime. +- Your IP address may be blocked by a firewall. + +## Solution + +#### 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](/webhosting/how-to/configure-dns-webhosting/). +- Use a DNS checker (e.g., [whatsmydns.net - DNS Propagation Checker](https://www.whatsmydns.net/)) 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](/webhosting/how-to/manage-email-accounts/) in your Web Hosting panel (SMTP, IMAP, and POP3 configurations). +- Verify your [DNS settings](/webhosting/how-to/configure-dns-webhosting/) 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](https://www.ssllabs.com/ssltest/)). +- 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](https://status.scaleway.com/) for any ongoing incidents. + +### Additional troubleshooting steps +- 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](https://docs.cpanel.net/cpanel/) or [Plesk](https://docs.plesk.com/en-US/obsidian/) for further information. + diff --git a/pages/webhosting/troubleshooting/cant-connect-ftp.mdx b/pages/webhosting/troubleshooting/cant-connect-ftp.mdx new file mode 100644 index 0000000000..776ecd668d --- /dev/null +++ b/pages/webhosting/troubleshooting/cant-connect-ftp.mdx @@ -0,0 +1,50 @@ +--- +meta: + title: Troubleshooting FTP access issues + description: This page suggests solutions if you cannot access your FTP account. +content: + h1: Troubleshooting FTP access issues + paragraph: This page suggests solutions if you cannot access your FTP account. +tags: web-hosting troubleshooting +dates: + validation: 2025-02-05 + posted: 2025-02-05 +categories: + - webhosting +--- + +## Problem +I can't connect to my FTP account. + +### Symptoms +- FTP login fails with an authentication error. +- Your FTP client cannot establish a connection. +- File uploads or downloads are interrupted frequently. + +## Possible causes +- Incorrect FTP credentials. +- Passive mode is required but not enabled. +- Your firewall or ISP is blocking FTP ports. + +## Solution + +#### Check your FTP credentials +- Double-check your FTP username, password, and hostname on the hosting panel. +- Ensure you are using the correct protocol (FTP, SFTP) as required by your hosting provider. +- If you recently [changed your password](/webhosting/how-to/manage-ftp-accounts/#how-to-update-the-password-of-an-ftp-account), update it in your FTP client. + +#### Enable passive mode +- Some networks require **passive mode** for FTP connections. +- In your FTP client settings, look for a **Connection Mode** option and select **Passive Mode** instead of **Active Mode**. + +#### Check firewall and network settings +- Ensure port **21** (FTP) is open in your firewall settings. +- Some ISPs block FTP connections; try switching to **SFTP** (port 22) if available. + +#### Test with an alternative FTP client +- If the issue persists, try using another FTP client (e.g., [FileZilla](https://filezilla-project.org/), [WinSCP](https://winscp.net/eng/index.php), or [Cyberduck](https://cyberduck.io/)) to rule out client-specific problems. + +#### Restart your router and check ISP restrictions +- Restart your router to refresh network settings. +- Contact your ISP to confirm if FTP connections are restricted or blocked. + diff --git a/pages/webhosting/troubleshooting/index.mdx b/pages/webhosting/troubleshooting/index.mdx new file mode 100644 index 0000000000..643421a935 --- /dev/null +++ b/pages/webhosting/troubleshooting/index.mdx @@ -0,0 +1,8 @@ +--- +meta: + title: Web Hosting - Troubleshooting + description: Troubleshoot common issues with Scaleway Web Hosting. +content: + h1: Web Hosting - Troubleshooting + paragraph: Troubleshoot common issues with Scaleway Web Hosting. +--- diff --git a/pages/webhosting/troubleshooting/troubleshooting-access-issues-cpanel-plesk.mdx b/pages/webhosting/troubleshooting/troubleshooting-access-issues-cpanel-plesk.mdx new file mode 100644 index 0000000000..6a063d2155 --- /dev/null +++ b/pages/webhosting/troubleshooting/troubleshooting-access-issues-cpanel-plesk.mdx @@ -0,0 +1,36 @@ +--- +meta: + title: Troubleshooting cPanel or Plesk access issues + description: This page suggests solutions if you cannot access cPanel or Plesk. +content: + h1: Troubleshooting cPanel or Plesk access issues + paragraph: This page suggests solutions if you cannot access cPanel or Plesk. +tags: web-hosting troubleshooting +dates: + validation: 2025-02-05 + posted: 2025-02-05 +categories: + - web-hosting +--- + +## Problem +You are unable to log in to cPanel or Plesk (depending on your Web Hosting plan). + +### Symptoms +- Login attempts fail with incorrect credentials. +- The login page does not load or times out. +- An error message like "Invalid login" or "Too many failed attempts" appears. + +## Possible causes +- Incorrect username or password. +- Your IP address is temporarily blocked due to multiple failed login attempts. +- The cPanel or Plesk service is undergoing maintenance. +- Your hosting plan has expired or is suspended. +- A firewall or security setting is restricting access. + +### Solution +- Check the [service status page](https://status.scaleway.com/) for any ongoing maintenance or outages. +- Reset your password using the password reset feature of your Web Hosting plan in the [Scaleway console](https://console.scaleway.com/webhosting/webhosting). +- Try accessing cPanel/Plesk from a different network (e.g., using mobile data). +- Disable any VPNs, proxies, or security software that might be blocking the connection. +- Ensure your network allows access to ports used by cPanel (`2083`) and Plesk (`8443`). diff --git a/pages/webhosting/troubleshooting/troubleshooting-dns-issues.mdx b/pages/webhosting/troubleshooting/troubleshooting-dns-issues.mdx new file mode 100644 index 0000000000..45023be01f --- /dev/null +++ b/pages/webhosting/troubleshooting/troubleshooting-dns-issues.mdx @@ -0,0 +1,62 @@ +--- +meta: + title: Troubleshooting DNS issues + description: Solutions for common DNS-related issues in Scaleway Web Hosting. +content: + h1: Troubleshooting DNS issues + paragraph: This guide provides solutions for common DNS issues encountered with Scaleway's Web Hosting product. +tags: web-hosting troubleshooting DNS +categories: + - webhosting +dates: + validation: 2025-02-05 + posted: 2025-02-05 +--- + +## Problem +You are experiencing DNS-related errors with your Scaleway Web Hosting service. + +### Symptoms +- Your domain does not resolve to the correct IP address. +- You receive DNS resolution failures (e.g., `DNS_PROBE_FINISHED_NXDOMAIN`). +- DNS changes take longer than expected to propagate. +- Website remains inaccessible even after updating DNS records. + +## Possible causes +- Incorrect DNS settings configured in Scaleway Web Hosting. +- Delayed DNS propagation due to TTL values. +- Domain registrar nameservers not correctly set. +- Caching issues affecting DNS resolution. + +## Solution + +#### Verify your DNS configuration +- Ensure your domain points to the correct Scaleway Web Hosting IP. +- Use Scaleway’s recommended nameservers and DNS settings. +- Double-check that your A, CNAME, and MX records are properly set. +- Refer to [Scaleway's DNS Configuration Guide](/webhosting/how-to/configure-dns-webhosting/) for details. + +#### Check for conflicting DNS settings +- Ensure no conflicting records exist (e.g., multiple A or CNAME records pointing to different servers). +- Remove outdated or incorrect entries. + +#### Allow time for DNS propagation +- DNS changes can take up to 48 hours to propagate globally. +- Check propagation status using tools like [DNSChecker](https://dnschecker.org/). + +#### Clear DNS cache +- On your local machine, flush the DNS cache: + - Windows: Run `ipconfig /flushdns` in Command Prompt. + - macOS: Run `sudo dscacheutil -flushcache` and `sudo killall -HUP mDNSResponder` in Terminal. + - Linux: Restart the DNS service or use `sudo systemd-resolve --flush-caches`. +- Restart your browser or try using a different network. + +#### Test local DNS resolution +Use the `nslookup` or `dig` command to check domain resolution. + - Example: + ```sh + nslookup yourdomain.com + dig yourdomain.com +short + ``` +If incorrect records appear, wait for propagation or reconfigure your DNS settings. + diff --git a/pages/webhosting/troubleshooting/troubleshooting-email.mdx b/pages/webhosting/troubleshooting/troubleshooting-email.mdx new file mode 100644 index 0000000000..d65ec92f0f --- /dev/null +++ b/pages/webhosting/troubleshooting/troubleshooting-email.mdx @@ -0,0 +1,66 @@ +--- +meta: + title: Troubleshooting email delivery issues + description: This page suggests solutions for common email delivery problems. +content: + h1: Troubleshooting email delivery issues + paragraph: This page suggests solutions for common email delivery problems. +tags: web-hosting troubleshooting +dates: + validation: 2025-02-05 + posted: 2025-02-05 +categories: + - webhosting +--- + +## Problem +You are experiencing issues with sending or receiving emails using your Web Hosting. + +### Symptoms +- Emails are not being received or sent. +- Emails are landing in the spam folder instead of the inbox. +- Your mail server rejects outgoing emails. +- You receive bounce-back messages with error codes. + +## Possible causes & solutions + +### Incorrect IMAP/POP3 configuration +#### Cause +Your email client or application may have incorrect IMAP/POP3 settings, preventing emails from being received. + +#### Solution +- Check your SMTP server address, port, and authentication method in your email client. +- Use the correct SMTP settings provided for your mailbox: + - **Incoming mail Server:** `yourdomain.com` *(or as provided by the instructions in your hosting panel)* + - **Port:** `993` (IMAP, recommended) or `995` (POP3) + - **Authentication:** Enabled (use your email credentials) +- Ensure your firewall or ISP is not blocking any of these ports. + +### Incorrect SMTP configuration +#### Cause +Your email client or application may have incorrect SMTP settings, preventing emails from being sent. + +#### Solution +- Check your SMTP server address, port, and authentication method in your email client. +- Use the correct SMTP settings provided for your mailbox: + - **SMTP Server:** `yourdomain.com` *(or as provided by the instructions in your hosting panel)* + - **Port:** `465` (SSL) + - **Authentication:** Enabled (use your email credentials) +- Ensure your firewall or ISP is not blocking outgoing SMTP connections. + +### Missing or incorrect SPF, DKIM, and DMARC records +#### Cause: +- If your domain lacks proper DNS records for email authentication, recipient mail servers may flag your emails as spam or reject them. + +#### Solution +Update your DNS zone with the recommended settings for your Web Hosting plan from the ***DNS verification** tab in the Scaleway console. + +### IP address blacklisted for spam activity +#### Cause +If your server's IP address has been flagged for sending spam, email providers may reject your messages. + +#### Solution +- Check if your IP is blacklisted using [MXToolbox Blacklist Checker](https://mxtoolbox.com/blacklists.aspx). +- Scan your devices (desktop computers, laptops, mobile phones, etc.) for malware or compromised email accounts. +- If blacklisted, contact our [technical support](https://console.scaleway.com/support) for further assistance. +- *Optional:* Order a dedicated IP address in the Scaleway console, reserved for emails sent and received by domain names linked to your Web Hosting.