A blank white page, a 500 error or a database error is different from the site being unreachable for everyone. In most cases the server is responding, but the website software stops before the page finishes building. That usually points to a change made recently, a limit that has been reached, or a file or database problem.
This guide explains how to read the message you are seeing, what you can check safely, and what to send us. If the whole site will not load for anyone, start with My site is down! instead.
Read the exact message first
- 500 Internal Server Error, or WordPress telling you "there has been a critical error": the website software stopped with an error. Very often a plugin, theme or code change.
- A blank white page: usually the same kind of error, with error reporting turned off so nothing is displayed.
- Error establishing a database connection: the site cannot reach its database. This can follow a database password change, a full disk, or a database server issue.
- 403 Forbidden with a block or "not acceptable" message: usually a security block rather than a broken site.
- 404 Not Found on a page that worked before: the page or its address changed, or a redirect or permalink setting was altered.
- A default hosting page or a directory listing: the domain is no longer pointed at the folder that holds the site.
- A maintenance or coming soon page: the site is being served from a placeholder, often left behind after an update.
The usual causes
- A plugin, theme or core update, or a newly installed plugin that is not compatible.
- A PHP version change.
- Disk space or account limits being reached.
- A database problem, such as a changed password or a damaged table.
- A security block triggered by form content, an edit, or a login pattern.
- A site move or DNS change that has not finished.
- A compromised site, especially if the error comes with unexpected redirects.
Safe checks, in order
- Check your disk space and account usage first. A full account breaks WordPress and email in unpredictable ways: Viewing Your Disk Space Usage and How to Check Resource Usage.
- Write down what changed immediately before the error. An update, a PHP change, a new plugin or a DNS change is the most useful clue you can give anyone.
- If you run WordPress or Joomla and you can still sign in to the admin area, deactivate the most recently updated or installed plugin, then reload the site. Deactivate rather than delete, so you can turn it back on. Doing this requires an administrator login to your own site.
- If you cannot reach the admin area, restore the site from a backup taken before the change: Jet Backup - Restore Backup. Check the backup date carefully, because restoring an older copy also reverts everything else changed since then.
- Check whether your cPanel provides an error log. If it does, the newest entries usually name the plugin or file involved.
- If the error appears only after submitting a form, saving content or repeated logins, treat it as a possible security block: see WordPress - MODSEC and IP blocks.
- If the error started straight after a PHP version change, change the site back to the version you were on before: Changing your PHP version: what to check first.
- If you also see redirects to unfamiliar sites, pop ups you did not add, or administrator accounts you did not create, treat it as a possible compromise: Have I been hacked? Signs, first steps and how we can help.
What not to do
- Do not reinstall the website or delete files as a first step. The original fault is usually easier to find while the site is still in place.
- Do not edit the database directly. A mistaken change there is difficult to undo.
- Do not delete plugins to try to disable them. Deactivation is reversible.
- Do not restore a backup and then keep making changes before checking the site. Restore, test, then continue.
What to send us
- The exact URL that fails.
- The exact error text, or a screenshot.
- When it started, and everything that changed just before it.
- Whether you can still sign in to the site's own admin area.
- Whether the whole site is affected, or one page, or one function such as checkout or uploads.
- What you have already tried, including any backup restore.
We can read the server side error log, identify the plugin, theme or file that is failing, check account limits and security blocks, and tell you the safest way to fix it. If the fault is in a plugin, we can usually name it. If the site needs a restore or a change that we cannot safely make for you, we will explain the options rather than guessing.
