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My Server is Pinging Fine, but my Website is not Loading

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Why Can I Ping My Server But Not Load My Website?

This issue indicates that your server is online and available to the internet, but something is specifically causing the website to fail.  Usually that results from one of the following three issues:

  • Web server isn’t installed or functional
  • Website software is not functional
  • DNS settings for website are incorrect or unset

 

What Can I Do When My server Is Responding To Ping, But I Cannot Use?

Option 1: Reboot From Cloud Portal

If you have a new VPS, you will be provided the option of rebooting your server(s) from Client Area > Cloud Portal > Cloud Control

 

cloud control >> cloud portal Hostwinds location

 

This will launch another Window with access to your VPS’s.  Click on the VPS you wish to reboot.

 

Hostwinds new VPS location

 

From here, you will be able to reboot your server.  It is recommended to do a reboot to see if your server operates as it should.

 

VPS action options location

 

It is highly recommended to take a snapshot backup if applicable or reach out to our technical support via a ticket before hand (see option 3 below)

 

Option 2: Reboot From Client Area

Older VPS tiers with Hostwinds will not show servers under Cloud Control, or provide similar options, as the newer VPS tiers.  However, you are still provided the opportunity to reboot and/or hard boot your server should you wish.  If you have a “Budget VPS”, “Managed VPS” or “Premium VPS”, navigate to ServicesMy Services:

 

screenshot of "my services" location

 

Select the VPS you wish to reboot or hard reboot:

 

services VPS location

 

Down toward the bottom will be a “boot” option and reboot option.  It is advised, just like the newer VPS’s,  to do a reboot first and see if your server operates as it should prior to attempting a reinstall.

 

Budget VPS boot and reboot location

 

It is highly recommended to reach out to our technical support via a ticket before hand and request a backup be taken before you proceed (see option 3 below)

 

Option 3: Contact Us

If rebooting the server did not work, the next step is opening a technical support ticket for our technicians to review.  At the top of Hostwinds will be “open a ticket“.

 

open a ticket location

 

Select Technical Support:

 

technical support ticket location

 

Select the product you are unable to use, the issue category, and explain in detail the problem including what you have found, anything you have done to troubleshoot and what you would like to expected outcome to be and submit.  This will open a ticket with our technical support who will respond as quickly as possible.  Responses, when updated, will be sent to the registered email on file with us, and can also always be reviewed and updated from your “My Support Ticket” location (on left).

 


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