When your website doesn't open at all, shows your old host's page or a security warning, the cause is usually DNS: the domain's address doesn't lead to our server (yet). Less often, it's a certificate that hasn't been issued, a suspended account or the browser cache. Below, you check them one by one, starting with the simplest.
What you'll achieve
- find out whether the problem is with the domain, the server or only your browser;
- understand what the browser's error messages mean;
- know what to send us if it isn't resolved.
Before you start
- Try the website from mobile data and in a private window. If it works from there, the problem is in your network or your browser, not on the server.
- For the checks, Google Admin Toolbox – Dig is all you need.
The steps
1. Read the browser's message
| The message | What it usually means |
|---|---|
| DNS_PROBE_FINISHED_NXDOMAIN, ERR_NAME_NOT_RESOLVED, “Server IP address could not be found” | the domain has no DNS: wrong nameservers, an expired domain or DNSSEC still active |
| ERR_CONNECTION_TIMED_OUT, ERR_CONNECTION_REFUSED | the domain points to the wrong IP or your network is blocking the connection |
| “Your connection is not private”, NET::ERR_CERT | the SSL certificate hasn't been issued yet or the domain points to another server |
| your old host's page or the old version of the website | DNS propagation in progress, or cache |
| 403 Forbidden | the website folder is empty or the home page is missing |
For 403, see The 403 Forbidden error: why it appears and how to fix it; for 500, see 500 Internal Server Error and the blank page.
2. Check the domain's nameservers
- In Dig, enter the domain and choose NS.
ns1.nbt-host.roandns2.nbt-host.romust appear. If others appear, change them with the company you got the domain from (see How to point your domain to NBT Host).- If nothing appears, check the domain's expiry date (on lookup.icann.org, or on rotld.ro for .ro) and whether DNSSEC is active at your old provider.
If you keep your DNS at Cloudflare or at your registrar, the nameservers are theirs; in that case, check the next step.
3. Check the website's IP address
- In Dig, choose A for
domeniul-tau.roand forwww.domeniul-tau.ro. - The server's IP must appear, which you can see in Enhance: “Websites” » the website, on its page, under “IPv4 address”.
- Also choose AAAA. An AAAA record left over from your old provider sends some visitors elsewhere and blocks the certificate: delete it wherever your DNS is.
4. Wait for propagation, but not forever
After a nameserver change, part of the internet sees the old server for up to 48 hours, usually only a few hours. To see the result on your computer sooner:
- flush the DNS cache: on Windows, in Command Prompt,
ipconfig /flushdns; on a Mac, in Terminal,sudo dscacheutil -flushcache; sudo killall -HUP mDNSResponder; - restart your router or try from mobile data.
In Enhance, under “Domains”, the “DNS status” column shows “DNS ok” once the domain has reached us.
5. The SSL certificate
If the domain already points to us but the browser says the connection isn't private, check the certificate: “Websites” » the website » the “Security” tab » “SSL certificates”. The “Certificate” column must show “Let's Encrypt”; if it shows “Self signed”, choose “Request Let's Encrypt certificate” (see The free SSL certificate (Let's Encrypt)).
6. Account status
Log in to your NBT Account, at nbt-host.com/cont. If the service shows an outstanding payment or is suspended, pay with “Pay now” and the website comes back automatically (see Automatic renewal and declined payments).
7. The cache
If the website opens but you see an old version of a page, do a hard reload (Ctrl+F5, or Cmd+Shift+R on a Mac) and clear the cache of your WordPress caching plugin, if you have one.
If something doesn't work
- Everything looks right, but the website still won't open. Send us the domain, the exact browser message (a screenshot helps), the network you are trying from and the Dig result for NS and A.
- The website works on mobile data, but not from the office network. Your network still holds the old DNS or has a filter. Flush the DNS cache or ask your network administrator.
- After several wrong passwords in Enhance, FTP or email, I can't open anything of ours. Your IP address may be temporarily blocked. Send us your IP (you can find it by searching Google for “what is my ip”).