scaleway · bene2k1 · Feb 6, 2025 · Feb 5, 2025 · Feb 5, 2025 · Feb 5, 2025
diff --git 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",

@@ -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.
+
@@ -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.
+
@@ -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.
+---
@@ -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`).
@@ -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.
+
@@ -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.